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.

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.

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

B

Userlevel 2

bartoz
Lyricist II
3 replies
7 years ago
19 October 2016

Having 1462, UE75JU6470, still experiencing dropouts about every 5 mins.

E

My JS7000 now has firmware 1461. Will continue to monitor Playbar for dropouts and report back.

Still drops out. No change over 1460

That's discouraging. I think I have more dropouts now than ever. 1455 was the best one for me. Why'd the mess with it?

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
7 years ago
28 September 2016

the problem is, the signal doesnt get detcted by the playbar its as if i'm not pushing any button i think cause samsung's new remote is using rf instead of ir

The new Samsung Smart Remotes have IR but they use it last, so it can be a bit tricky to turn it on. We were talking about it over here. To test if the IR is working, you can just look at the end of the remote through your phone's camera when you press the volume buttons. Try adding a home theater device from JVC, connected via optical. If that doesn't turn on the IR, add to that device configuration a Blu-Ray player from JVC, that should turn it on.

L

Userlevel 1

My JS7000 now has firmware 1461. Will continue to monitor Playbar for dropouts and report back.

Still drops out. No change over 1460

L

Userlevel 1

My JS7000 now has firmware 1461. Will continue to monitor Playbar for dropouts and report back.

T

+1

If you are using the smart remote i.e the mouse type remote then it won't work as this is a bluetooth remote and does not use infrared , you have to use the normal tv remote or sky remote .

S

+1

skivnit
Avid Contributor I
15 replies
7 years ago
27 August 2016

Hi everyone, I just wanted to update you all that the K series Samsung TVs had a similar issue which has now been addressed as well. Samsung released a firmware update (version 1121.1) to resolve this issue for K series TVs.

Hello, i have the K series but my main issue is the remote not controlling the playbar how do users deal with that?i can only control the playbar through the app which defeats the purpose its also not convenient for me as the Sonos is set up on a differrent wifi network as it woudlnt pair on my other 5ghz wifi connexion

Have you set up your remote on the app ?

Learn the TV’s volume codes into the PLAYBAR via the Sonos App:

Go to Settings
Select Room Settings > [PLAYBAR Room shown by room name]
Select TV Setup & Control (Click the TV Setup tab if using the computer Desktop Controller)
Select Remote Control Setup > Replace Current Remote
Now follow the steps using your Samsung remote to learn the IR control into the PLAYBAR. NOTE: This may require moving the Samsung IR emitter around a bit until it is in a good position so that the IR Sensor on the PLAYBAR can see the Samsung emitter clearly enough.

If you have done this and the playbar is still not working with your remote then try powering it down at the socket , I have had the remote not working or only working at a short distance and when I powered down it worked again .

the problem is, the signal doesnt get detcted by the playbar its as if i'm not pushing any button i think cause samsung's new remote is using rf instead of ir

T

+1

Hi everyone, I just wanted to update you all that the K series Samsung TVs had a similar issue which has now been addressed as well. Samsung released a firmware update (version 1121.1) to resolve this issue for K series TVs.

Hello, i have the K series but my main issue is the remote not controlling the playbar how do users deal with that?i can only control the playbar through the app which defeats the purpose its also not convenient for me as the Sonos is set up on a differrent wifi network as it woudlnt pair on my other 5ghz wifi connexion

Have you set up your remote on the app ?

Learn the TV’s volume codes into the PLAYBAR via the Sonos App:

Go to Settings
Select Room Settings > [PLAYBAR Room shown by room name]
Select TV Setup & Control (Click the TV Setup tab if using the computer Desktop Controller)
Select Remote Control Setup > Replace Current Remote
Now follow the steps using your Samsung remote to learn the IR control into the PLAYBAR. NOTE: This may require moving the Samsung IR emitter around a bit until it is in a good position so that the IR Sensor on the PLAYBAR can see the Samsung emitter clearly enough.

If you have done this and the playbar is still not working with your remote then try powering it down at the socket , I have had the remote not working or only working at a short distance and when I powered down it worked again .

S

+1

skivnit
Avid Contributor I
15 replies
7 years ago
25 August 2016

Hi everyone, I just wanted to update you all that the K series Samsung TVs had a similar issue which has now been addressed as well. Samsung released a firmware update (version 1121.1) to resolve this issue for K series TVs.

Hello, i have the K series but my main issue is the remote not controlling the playbar how do users deal with that?i can only control the playbar through the app which defeats the purpose its also not convenient for me as the Sonos is set up on a differrent wifi network as it woudlnt pair on my other 5ghz wifi connexion

T

+1

Hello Ryan,

I had a terrible sound outage at the end of Mr Robot through the Amazon App on my TV last night ,the sound started to drop and break up for a good minute, it was that bad I had to rewind to see what had been said ! ( no diagnostic though sorry)

My original incident number form a few months ago is 160315-000362

Samsung UE55JS9000
Firmware 1460
Smart TV apps , Sky Q , Amazon Fire TV ,XBOX One.
TV Set to output Bitstream,Digital and Line
Setup is Sonos playbar with Sub and 2 Play 1 surrounds with just optical from One connection box (TV) to the playbar , all sources into OCB via HDMI .
Firmware 1452 seemed best not sure I had 1455 think I went from 1452 to 1460.
Last Diagnostic number is 6445791 i was dealing with Emilio Hellberg.

Thank you

Chris

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
7 years ago
17 August 2016

Sorry that they weren't able to assist, TopperXP.

The team here is looking into the issue but they asked that we get all the details around any setups that are having cutouts on 1460 or any other firmware for these TVs. We'll want to get you on the phone here to look into the situation in-depth and have it passed on up to the team.

I'd be happy to set up tickets for you if you didn't have one already created originally. Just let me know a few details here to make things a little easier. We'll want to get the following information:

Model of TV:
TV firmware:
Sources you're using: (please note the ones that have issues)
Format of sources that cut out: (Stereo, Dolby Digital, or Both)
Details of your home theater setup: (The more details about what is wired into what the better).
Did firmware 1455 fix the issue and has it come back with 1460?
A diagnostic number when the cutout happens.

I know many of you have already reached out to us, so if you already have a ticket with the team, even if one was closed as solved, feel free to just reply back to that incident to reopen it. You can then give us a call on our support line to pick things up from here.

Thanks for helping out everyone!

T

+1

Thanks for the details guys. I'll pass them on to the team here. It also would be a good idea to reach out to Samsung if you have the opportunity.

I have spoke to Samsung regarding this matter and they will not acknowledge the problem , all they say is that they do not support 3rd party hardware and to purchase a samsung soundbar that would not cause the issue .

To be honest I find Samsung Customer Support to be very poor at best so I hold out no hope with them , i am afraid Sonos you are our only hope !

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
7 years ago
15 August 2016

Thanks for the details guys. I'll pass them on to the team here. It also would be a good idea to reach out to Samsung if you have the opportunity.

L

Userlevel 1

Another 1460 dropout diagnostic: 6443545

T

+1

Hello , I am now on firmware version 1460 on my Samsung UE55JS9000 and I am experiencing regular dropouts again, it seemed to calm down on the 1452 release by samsung but watching stranger things on netflix with 5.1 it was dropping out .

Diagnostics number 6445791

L

Userlevel 1

Thanks for the details everyone. I'm passing them on to the team here that is working with Samsung. I'd also encourage you to reach out to Samsung support as well if you haven't yet. It'd be great for them to see this too. I'll let you know if we have any more details around this.

If you have a chance, the next time a cutout comes up can you submit a diagnostic from your Sonos system and reply back with your confirmation number?

6440337

Firmware 1460. Dropping out watching cartoons on Nick JR

P

I've managed to get full 5.1 surround direct from tv using optical cable to playbar and also from ps4 but I have tp chance the optical cable from.the tv and put it directly in ps4 to get this. Small price to pay for sucj incredible sound though

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
7 years ago
10 August 2016

Hi everyone, I just wanted to update you all that the K series Samsung TVs had a similar issue which has now been addressed as well. Samsung released a firmware update (version 1121.1) to resolve this issue for K series TVs.

E

The original firmware update (1455) seemingly fixed this issue for me. Once it updated to 1460 the drops seemed to return, but not nearly as often. Hopefully another firmware release can eliminate this issue once and for all.

P

Woohoo! My 8500 series 55" Samsung curved tv is now outputting 5.1 dolby digital to my Sonos playbar. Coupled with the sub and 2 play 1s the sound quality is incredible when watching DD movies. Thank you Samsung and Sonos. Can't wait to start watching my film collection again

H

Same drop-outs here. Samsung UE65JU6470UXZG, firmware 1460, Sonos boost, playbar, sub, 2x play3.
Set the TV's Audio format and HDMI format to PCM and set HD Audio to ON. Now testing this setup.
Only prefer to have the "best" sound after paying a lot of money for the "best" system...
Please keep on searching for the correct solution and keep us informed!

I

*There isn't a noticeable sound difference in my opinion.

Hey Mike.. One last thing... i was reading that the PCM doesn't give the full surround sound feel even if you're just using soundbar and woofer because PCM allows for only 2 channels. Didn't know if you (or anyone else) had any thoughts on that.

Thanks

M

Userlevel 3

*There isn't a noticeable sound difference in my opinion.

M

Userlevel 3

No problem. To be honest, we shouldn't have to do this. The TV should work flawlessly on its own but it doesn't. Samsung and Sonos don't play well together. I learned that immediately as soon as I hooked up my Samsung TV to my Sonos system. At first I had no idea what was happening until I searched the online forums. Then supposedly Samsung came out with a software update which corrected the problem but it didn't. It just reduced the frequency of the drop outs, it didn't eliminate them.

I

A temporary fix :
Set the TV's Audio format and HDMI format to PCM and then set HD Audio to ON. Then reset the TV.

Can you tell me why more people just don't do this. Does it drop sound quality or do you have to switch over to listen to music etc? Thanks for taking the time to reply and help me out.

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