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 JS/JU Model TVs Audio Issue with PLAYBAR

I wouldn't think so. I'd imagine both companies are aware of the issue, and are working to resolve it. It may be all at one end, or the other, or somewhere in between. But most of these companies, Sonos included, don't tell the customers what they're working on, so as not to set unreasonable expectations.

In my years of live support on games, I've seen several cases of "yes, we've fixed that bug" fall apart at the last second with an unexpected consequence, and get pulled from a software release. If I'd promised the fix to our customers, I'd have been roasted, and they'd have been quite unhappy. Better to keep quiet, and then announce it with the release of the software. Shoot, there were many bugs we never let people know about, even when we fixed them. It's not about crowing the accomplishment of the team, it's about getting the experience correct. None of my programmers were happy when a bug was found. And they would do everything possible to figure out the fix.

L

Userlevel 1

Good point. They've already admitted there's an issue, both vendors apparently agree there's an issue, and they thought they had a solve.... They unfortunately did not.

It's a shame my $2000 Samsung will be crippled with Sonos. It's a shame my $1400 Playbar + Sub will be crippled with Samsung. I spent **way too much money** for this embarrassing problem.

D

Yet another reason that Sonos' refusal to provide HDMI is baffling. It's not because optical is simpler and they should stop with that excuse. I think they just don't want to spend the $$ on R&D.

L

Userlevel 1

New experiment. Samsung updated to firmware 1500. Audio delay changed from 50 to zero (well, I'm still debating 0 or 10).

How many of you used the TV's audio sync delay and got dropouts? Vs using the Sonos sync delay? I have always had the TV do the work.

L

Userlevel 1

Update: new firmware still drops out.

D

Update: new firmware still drops out.

Ugh.

L

Userlevel 1

Last night was CHOICE! Watching part 2 of The Defiant Ones. Drop outs like crazy, every 2 minutes. Finally caved and put my Samsun in stereo PCM output.... there were STILL tiny little dropouts. Maybe 1/2 seconds tops, but it was painfully obvious on such a music heavy show. I don't even know anymore

D

Last night was CHOICE! Watching part 2 of The Defiant Ones. Drop outs like crazy, every 2 minutes. Finally caved and put my Samsun in stereo PCM output.... there were STILL tiny little dropouts. Maybe 1/2 seconds tops, but it was painfully obvious on such a music heavy show. I don't even know anymore

Has anyone considered an optical switcher or some other intermediary in between the Playbar and TV to try to get a clean signal?
Or something that cleans up the optical signal like this?
https://www.amazon.com/SPDIF-iPurifier-Digital-Optical-Filter/dp/B01KKFTM5S/ref=pd_lpo_vtph_23_tr_img_3?_encoding=UTF8&psc=1&refRID=AQ3041BC7Z5ARM1879QD

L

Userlevel 1

That looks awesome. At $150 who's going to try it for us? :D

Problem is you'd have to hide it somewhere, I assume most of us have a wall mounted set with the Playbar an inch or so below. Maybe it could go in the wall with my wiring to the entertainment center....

L

+1

Well ive had my Samsung JS set to Dolby Digital since i got it a few years back and have NEVER had this problem until yesterday when i updated my sonos controller and playbar to the latest software version. Now when i change channels on my TV (via a BT youview box) i lose sound and it can take up to 3 minutes to come back using dolby digital. Switching to PCM seems to fix the issue but the sound isn't as rich

Sonos version : 7.4 (build 37233160)
Samsung software dated June 2016 : 1501

Like i say this was NOT a problem until yesterday when i updated to the latest Sonos version. Very frustrating!!! I only updated as i was told to by Sonos as i have a diagnostic in as my bridge keeps dropping its LAN connection

T

Well ive had my Samsung JS set to Dolby Digital since i got it a few years back and have NEVER had this problem until yesterday when i updated my sonos controller and playbar to the latest software version. Now when i change channels on my TV (via a BT youview box) i lose sound and it can take up to 3 minutes to come back using dolby digital. Switching to PCM seems to fix the issue but the sound isn't as rich

Sonos version : 7.4 (build 37233160)
Samsung software dated June 2016 : 1501

Like i say this was NOT a problem until yesterday when i updated to the latest Sonos version. Very frustrating!!! I only updated as i was told to by Sonos as i have a diagnostic in as my bridge keeps dropping its LAN connection

Same here! I had been getting constant reminders to update my Sonos speakers, and this morning I finally caved and went through with it. Now I am completely dead in the water when it comes to Surround Sound via my PlayBar/Sub/Play1 setup. It had been working flawlessly for almost a year (since I purchased my Samsung TV), but now it only works with PCM. I've updated to the latest Samsung firmware and still no change. I work in software and can appreciate challenges with compatibility. If this is a compat issue with Sonos/Samsung then two companies should strive very hard to avoid breaking things with updates. Again, this was working fine until the Sonos update--now I am toast. VERY frustrating. I've been a big Sonos advocate, but this certainly sours things....

L

+1

. Again, this was working fine until the Sonos update--now I am toast. VERY frustrating. I've been a big Sonos advocate, but this certainly sours things....

100% agree with that. Ive owned Sonos for years and have not had any real issues until the last few weeks, my system now seems riddled with them. Is there anyway to revert to a previous software version?

D

Its been awhile since anyone commented here and Firmware 1510 is now out for the JS9000.
Did every one just give up until Sonos realizes it's 2017 and puts HDMI into the Playbar?

L

Userlevel 1

1510 drops just as much as 14-whatever. I've 100% given up on Sonos. But since all these components cost thousands of dollars, I'm going to have to wait till something breaks down until I upgrade.

I alos read Sonos went through a big firing and hiring process. I bet everyone who knew anything about the Playbar and it's problems are gone.

I cannot recommend Sonos to friends. Yes it sounds good. No it doesn't work right.

D

The silence from Sonos on this is deafening.

Userlevel 2

+5

Cococo
Chromatic Producer I
56 replies
6 years ago
25 October 2017

Since the last update Sonos 8, I have again cuts of sound beetween my Playbar and my TV Samsung UE65JU7080. The software of my TV is 1510... 😠

D

Since the last update Sonos 8, I have again cuts of sound beetween my Playbar and my TV Samsung UE65JU7080. The software of my TV is 1510... :@

Thats pretty awful Seems like Sonos has given up so they no longer reply.
Has anyone tried connecting to an HDM to optical converter? Like HDMI from the TV into the converter then the converter to the Playbar?

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
6 years ago
27 October 2017

Hi guys,

The 8.0 software release had a few things relating to the PLAYBAR's audio processing that has improved a lot of issues we've seen with audio dropouts on the optical connection. The player recovers from getting bad data way better than it used to. If you're having any audio dropout issues and you're on the latest build it'd be great if you can give us a call on our support line and work with a technician.

We're definitely still interested in finding any issues and resolving them.

The Samsung JS/JU issue should have been fully resolved with their software release a little while ago, but if anything comes back up, we'd love to know about it so we can work with them to get it fixed again.

Userlevel 4

inopinatus
Prominent Collaborator I
106 replies
6 years ago
31 October 2017

Or something that cleans up the optical signal like this?
https://www.amazon.com/SPDIF-iPurifier-Digital-Optical-Filter/dp/B01KKFTM5S/ref=pd_lpo_vtph_23_tr_img_3?_encoding=UTF8&psc=1&refRID=AQ3041BC7Z5ARM1879QD

I put an iFi SPDIF iPurifier inline between my KS9000 and Playbar running Sonos v7.4* at the start of September, and I have not had a single one of these dropouts since.

It's ugly, it's expensive, it was fiddly to install and hide properly, and I was incredibly skeptical since most stuff advertised like this is a scam, e.g. oxygen-free network cables. But I am not price-sensitive and I was willing to try anything to resolve this issue.

Now, you must bear in mind I am one single data point, so there is no statistical significance to my experience. But I have had no dropouts since installing it in September. Of course, that could be correlated to the change in seasons, or a bump in Samsung software, or simply that in the course of installation I moved some cabling around and reseated all the connectors. (I had tried those things already, of course.)

If you can try one for free, or have a friendly local hifi store that'll refund if it doesn't help, I recommend giving it a go.

(NB: don't believe for a moment any of the typical audiophile snake oil claims some people write about it. this device will not transform your perception of music. you will not be dazzled by sonic rainbow unicorns. all I can say is, this problem went away at exactly the same time I installed it)

* (upgraded to 8.0 in October)

D

Very interesting. I had a feeling it would work.
I use one with my JS9000 and Apple TV and I get better sound quality for music. Richer and fuller.

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
6 years ago
10 November 2017
Answer

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.

G

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.

Are you aware of dolby issues with new LG UJ models? I have multiple issues with playbar on brand new LG 55UJ701V unless on PCM. This is with internal apps and Sky Q. Skipping, distortion/clipping etc

D

There is no point in considering Sonos home theater products until they have HDMI and support modern formats. This is getting beyond ridiculous, especially for the price.

L

Userlevel 1