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Ryan S
Ryan S
Retired Sonos Staff
March 22, 2016
Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

  • 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.
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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.

213 replies

Show previous replies
TopperXP
Trending Lyricist I
June 17, 2016
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!



Is this applicable to the UK ? or is it just for the USA? there is no mention of this firmware version on the UK Samsung Support site, latest version for the UK is 1452.
KenS
KenS
Enthusiast II
June 17, 2016
Same as TopperXP here. My TV is on version 1452 and when I check for a software update through the TV it tells me it is on the latest version. I'm in the UK.
Ryan S
Ryan SAuthor
Retired Sonos Staff
June 20, 2016
We've reached out to Samsung on details around the update version for the UK TVs, they might be rolling out the update a little slowly to other regions. I'll let you know when we have more details and not speculation.

Thanks!
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
    El Jefe
    Lyricist III
    June 21, 2016
    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!

    This is huge. I'll check this weekend, but I'm praying that I can remove the HDMI switcher from my setup. What a mess that has caused (even though it does work). I just hope that I don't reset all my Harmony One activities and then, for some reason, the firmware update didn't correct the problem. This issue has been my absolute biggest challenge with Sonos.
    Ryan S
    Ryan SAuthor
    Retired Sonos Staff
    June 21, 2016
    This is huge. I'll check this weekend, but I'm praying that I can remove the HDMI switcher from my setup. What a mess that has caused (even though it does work). I just hope that I don't reset all my Harmony One activities and then, for some reason, the firmware update didn't correct the problem. This issue has been my absolute biggest challenge with Sonos.

    Since this update is a Samsung firmware update it won't have any affect on Sonos, that said, we did just have an unrelated software release today so it's possible that one makes your Harmony One unhappy. Have a good one and let us know if you have any trouble.
    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
    El Jefe
    Lyricist III
    June 21, 2016
    This is huge. I'll check this weekend, but I'm praying that I can remove the HDMI switcher from my setup. What a mess that has caused (even though it does work). I just hope that I don't reset all my Harmony One activities and then, for some reason, the firmware update didn't correct the problem. This issue has been my absolute biggest challenge with Sonos.

    Since this update is a Samsung firmware update it won't have any affect on Sonos, that said, we did just have an unrelated software release today so it's possible that one makes your Harmony One unhappy. Have a good one and let us know if you have any trouble.

    Right, but I had to add the HDMI switcher to my activity list so it could switch appropriately. Nothing to do with Sonos, per se.
    jamiehynds
    Contributor I
    June 21, 2016
    Hi all,

    I have a Samsung UE55JU6400 TV with the Sonos drop out issue.

    The current firmware on my TV 1214 & when I do a check for update it says no update available.

    Should the firmware update to resolve the issue by applicable to my TV?
    jamiehynds
    Contributor I
    June 21, 2016
    Sorry all - exact model number is UE55JU6400KXXU
    Ryan S
    Ryan SAuthor
    Retired Sonos Staff
    June 21, 2016
    Sorry all - exact model number is UE55JU6400KXXU

    The update should be available for all JU model TVs, but we have a request for some more information in at Samsung around the UK models which might not be getting this yet. You might want to reach out to Samsung support to see if there's an update available for that model which isn't getting pushed to the device for some reason.
    Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
    KenS
    KenS
    Enthusiast II
    June 22, 2016
    I have been in contact with Samsung support and received this reply to my most recent inquiry:

    "In reference with the issue you have stated on your email concerning the television with the Sonos soundbar, we would like to sincerely apologise for the inconvenience. Please be informed that we do not have any updates with this yet as Samsung in cooperation with Sonos are still working with this matter to find a resolution. I cannot guarantee a turn around time or an ETA for the release of the applications but I can guarantee you that this matter is now highly prioritised."

    So, I am hopeful that a firmware or other update will be released by Samsung in the not too distant future for those of us with these TV models in the UK. For point of reference, my TV is a UE65JU6000KXXU.
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