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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
El Jefe
Lyricist III
July 5, 2016
Finally removed the HDMI switch today, but it also coincided with a switch from Uverse to DirecTV. I hope there aren't too many variables at play, but I should have some more real-work experiences by the end of the week.
El Jefe
Lyricist III
July 7, 2016
So far so good with the new Samsung firmware update.
LeftMyWallet
Trending Lyricist I
July 7, 2016
I'm still getting dropouts, but not nearly as bad as before. I haven't had much time at home to actually see what programs are causing issues, but plan on doing a full sweep with PS4, Netflix, etc..... this weekend
mikedagreek
Enthusiast I
July 8, 2016
The firmware doesn't fix the problem it just reduces the frequency of drop outs.
Cococo
Cococo
Chromatic Producer I
July 10, 2016
Hello! I live in Switzerland and still have the 1452. No new firmware available...
LeftMyWallet
Trending Lyricist I
July 16, 2016
This morning my TV installed 1460. Didn't have time to really listen and see if it fixes the now-less-often dropouts. Will follow up this weekend when I have more time with it.
LeftMyWallet
Trending Lyricist I
July 18, 2016
This morning my TV installed 1460. Didn't have time to really listen and see if it fixes the now-less-often dropouts. Will follow up this weekend when I have more time with it.

1460 seems to have helped. I maybe had 1 dropout every 2 hours this weekend.
TheRock52
Lyricist I
July 19, 2016
I am having the same audio dropout issue but with Samsung's new line of tv's, The KU series. Is there any way for you guys to confirm if Samsung plans on rolling out the same update?
mikedagreek
Enthusiast I
July 19, 2016
The update doesn't fix the problem, it just decreases the frequency of the dropouts. I'm buying a new TV for a guest bedroom in my house and although I love Samsung TV's I'm going to purchase a Sony. I hope that I dont have the same problem.
    Ryan S
    Ryan SAuthor
    Retired Sonos Staff
    July 25, 2016
    I am having the same audio dropout issue but with Samsung's new line of tv's, The KU series. Is there any way for you guys to confirm if Samsung plans on rolling out the same update?

    I believe these ones are being looked into right now too, I don't have specifics if the update will work for those with trouble or if a new one is being wrapped together for them. I'll look into it a bit more and will let you know if we have any further details from Samsung. You may want to reach out to them as well if you haven't, they probably have more specifics.


    The update doesn't fix the problem, it just decreases the frequency of the dropouts. I'm buying a new TV for a guest bedroom in my house and although I love Samsung TV's I'm going to purchase a Sony. I hope that I dont have the same problem.

    It should resolve the issue entirely from the testing we've done. Which model TV are you working with and what firmware?

    There aren't any similar known issues with Sony TVs, or any other manufacturer for that matter.
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