Retired Sonos Staff

Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

Forum|Forum|10 years ago
March 22, 2016
213 replies
22245 views

We've determined there to be an issue with Dolby Digital playback devices (including the Sonos PLAYBAR) and Samsung televisions in the JS and JU series. An example of a TV model number of this line would be the Samsung UN55JS8500. The optical output from these televisions doesn't pass a consistent signal to devices wired in through that connection. This could present when you're watching any Dolby Digital content through the TV's optical connection.

As a workaround if you're using one of these TVs, you can set the output of the TV to PCM (Stereo). There isn't any issue currently with that TV streaming stereo content to the PLAYBAR through the optical. Otherwise, you can look into using a different device. Some suggestions for setups and community recommended devices can be found here on our megathread.

We are working with Samsung on this issue, but there isn't currently a timeframe for a resolution. We'll update you as soon as there are any further details.

Because of the nature of this issue, we've added these televisions to our PLAYBAR Compatibility page which can be found here.

Samsung

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Best answer by Ryan S

Hi everyone,

We've been testing the firmware of these TVs with some of you and have verified that the Dolby handling issues of the past with these TVs have come back as of software version 1510. We're going to work with Samsung to see about sorting out the issue, but we've been able to replicate the cut out issues on both Sonos hardware and other soundbars too. The PLAYBAR has gotten better at handling poor audio signals in recent updates, so this issue is less noticeable than before, but it's happening.

You can verify the installed firmware version by pressing the MENU/123 button on the remote, then selecting Menu, Support, and then highlight Software Update.

For workarounds, while they sort out the firmware, you can either bypass the audio coming from those JS/JU model TVs by plugging your Sonos directly into the source, or an HDMI switcher, or go into the TV settings and set the audio format to PCM instead of Dolby Digital.

I'll let you know here when we've gotten confirmation that the software has been updated.

Show previous replies

M

mikedagreek

Enthusiast I

It worked for me but you lose some sound quality.

J

Jonas E

Lyricist III

~~Never mind, found another thread.~~

F

forkys

Contributor III

Was thinking of buying the Playbar for my Samsung UE40JU6470 until I ran into this incompatibility issue as mentioned in this thread.

I mean I really love my 2 Sonos Play 5 speakers which I'd like to add to the Playbar for the big TV (surround?) sound experience.

But for this kind of money, ie. the Playbar is more expensive than my Samsung TV, one should expect an error free operation.

From what I've read here it is not clear if Sonos is actually dealing with the issue, or merely pointing at Samsung (who's doesn't seem to be aware of any issues) for it to take action. So nothing really seems to be happening at all? What is actually the status of this?

Anyone running the Samsung UE40JU6470 with Playbar and noticing any issues? Just checking to be sure.

Just do not wish to spend this kind of money for nothing, or at least for something which appears to be below the normal Sonos standard.

Thanks.

L

Lance_Shaw

Lyricist I

I have the Samsung UE48JS8500 with Soundbar, sub and 2 play 3's for the surround. When it works its great. We only occasionally experience a drop out - not every hour and not every day either.

If I stream a movie from my NAS, there is never any drop out - the same as from Amazon Prime - just normal Tivo. If we get the drop out and then rewind, it's OK.

Not going to PCM as it defeats the whole object of 5.1.

Hears hoping for a fix soon.

Max P

Sonos Employee

I have the Samsung UE48JS8500 with Soundbar, sub and 2 play 3's for the surround. When it works its great. We only occasionally experience a drop out - not every hour and not every day either.

Hi Lance_Shaw, welcome to the community.
Would it be possible to wire the PLAYBAR to your ISPs cable box? (if it has an optical port of course) Let us know how it goes.

Help others find useful posts by clicking the like button and selecting the best answer to your question.

L

Lance_Shaw

Lyricist I

I have the Samsung UE48JS8500 with Soundbar, sub and 2 play 3's for the surround. When it works its great. We only occasionally experience a drop out - not every hour and not every day either.

Hi Lance_Shaw, welcome to the community.
Would it be possible to wire the PLAYBAR to your ISPs cable box? (if it has an optical port of course) Let us know how it goes.

Hi.

That's not possible as I have the cable box in the corner of the room with all the wires going out, along the outside wall in trunking and back in for the wall mounted TV with soundbar underneath. The TV is in the middle of the wall. But then if I stream movies from my NAS or Amazon Prime etc, then the sound will only come through the TV and not the SONOS

Max P

Sonos Employee

TV is in the middle of the wall. But then if I stream movies from my NAS or Amazon Prime etc, then the sound will only come through the TV and not the SONOS

Got it. In this case, the best would be to contact our customer care team by phone and let us do the technical work with your help. We can guide you through some steps if you give us a call on our support line when you have some time to troubleshoot.
Let us know how it goes.

Help others find useful posts by clicking the like button and selecting the best answer to your question.

W

wobble

Lyricist I

Hi there, I have this exact problem with my JU model curved Samsung, except even with the TV turned off, audio still cuts out exactly the same whilst being played through the Sonos app through the computer or my phone. Any ideas?

Max P

Sonos Employee

Hi there, I have this exact problem with my JU model curved Samsung, except even with the TV turned off, audio still cuts out exactly the same whilst being played through the Sonos app through the computer or my phone. Any ideas?

Hi Wobble, the symptoms are the same but I think your system is also experiencing wireless interference.
I'd be happy to check your system. Can you send us a diagnostic and reply with the confirmation number? Here's an article explaining how: How to Submit Diagnostic.

Help others find useful posts by clicking the like button and selecting the best answer to your question.

Ryan SAuthor

Retired Sonos Staff

Exciting news guys, we have confirmation that Samsung has released a firmware update (version 1455.0) to address this issue on the JS and JU TVs. You can verify the installed firmware version by pressing the MENU/123 button on the remote, then selecting Menu, Support, and then highlight Software Update.

The update will install automatically on televisions that have a network connection, and automatic updates enabled. If you don't have them enabled, the television's firmware can be manually updated by pressing the MENU/123 button on the remote, then selecting Menu, Support, Software Update, and then select Update now.

Once this is done, feel free to set the TV's audio output back to Dolby Digital if you had set it to PCM. Let us know how it goes!

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

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