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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

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LeftMyWallet
Trending Lyricist I
July 25, 2016
UN60JS7000FXZA

That's my Samsung. Currently on 1460 firmware. It only seems to drop when I do something like press Guide for DirectTV. Still haven't fully troubleshot when it happens, though.
Ryan S
Ryan SAuthor
Retired Sonos Staff
July 25, 2016
UN60JS7000FXZA

That's my Samsung. Currently on 1460 firmware. It only seems to drop when I do something like press Guide for DirectTV. Still haven't fully troubleshot when it happens, though.

Thanks, I'll pass it on to the team for you. Let us know if you notice any other correlation. It's possible that the cutout happens when the TV has to do a lot of processing and it skips out on audio due to the strain, but that's just speculation.
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
PabloPaul
Lyricist III
July 26, 2016
Hi is there any way of getting the 1455 update in the UK for Samsung js8500? My tv shows 1452 and no option to update.
Ryan S
Ryan SAuthor
Retired Sonos Staff
July 26, 2016
Hi is there any way of getting the 1455 update in the UK for Samsung js8500? My tv shows 1452 and no option to update.

We don't have a way to distribute that update unfortunately. You could reach out to Samsung and ask, but otherwise you'll need to wait until it's available for your region and TV.
Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.
PabloPaul
Lyricist III
July 26, 2016
Oh yeah sorry I didn't mean "when is Sonos going to do an update for my Samsung tv" you guys are good but not that good haha. I was just wondering if anyone in the UK had this update.
llanellijack
Lyricist III
July 26, 2016
Oh yeah sorry I didn't mean "when is Sonos going to do an update for my Samsung tv" you guys are good but not that good haha. I was just wondering if anyone in the UK had this update.

Samsung are now up to firmware version 1460 for the JS series. It's available to download from the Samsung website. I installed it a few days ago on my 55JS9000 and so far have had no sound drop outs. Fingers crossed it stays that way
PabloPaul
Lyricist III
July 26, 2016
How do I update my tv from the website though? I've checked for updates in the tv itself and it says it's up to date.
llanellijack
Lyricist III
July 26, 2016
How do I update my tv from the website though? I've checked for updates in the tv itself and it says it's up to date.

Go to the support section of the Samsung website. Put in your TV model. There you'll find the latest firmware version for your TV (1460). Download the file to a USB stick. The file is approx 1.6 gig in size. Plug the USB drive into your TV and follow the intructions that are on the website. It's really easy. Takes about 2 mins to update.
PabloPaul
Lyricist III
July 26, 2016
Ah brilliant thank you for the help. I'll do this over next couple of days
PabloPaul
Lyricist III
July 26, 2016
Will that firmware update give me full 5.1 surround sound via my sonos set up? (Playbar, sub and 2 play 1s)
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