Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

8 years ago
22 March 2016
214 replies
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Userlevel 7

+26

Ryan S
Retired Sonos Staff
12372 replies

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 10 November 2017, 19:12

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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.

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
7 years ago
25 July 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.

Userlevel 1

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.

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
7 years ago
25 July 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.

Userlevel 3

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?

Userlevel 1

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.

Userlevel 1

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.

Userlevel 2

Cococo
Chromatic Producer I
56 replies
7 years ago
10 July 2016

Hello! I live in Switzerland and still have the 1452. No new firmware available...

Userlevel 3

The firmware doesn't fix the problem it just reduces the frequency of drop outs.

Userlevel 1

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

So far so good with the new Samsung firmware update.

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.

Userlevel 1

Ok, 1455 has been solid for a week.... but today I've been having dropouts watching DirecTV...... Maybe it's a fluke, but Food Network and FYI channel have both lost audio about once every 5-10 minutes.....

Userlevel 1

Still have dropouts on my JS9500-I'm in Canada..,.Whats the deal???

do you have the 1455 firmware?

Userlevel 5

+10

Chirosono
Enthusiast II
380 replies
7 years ago
29 June 2016

Still have dropouts on my JS9500-I'm in Canada..,.Whats the deal???

Userlevel 1

It's day 3, we haven't had a single dropout.

Thanks for talking to Samsung and getting them to patch the firmware!

It looks like I've had this firmware update for some time. No time to test just yet though. Hopefully this weekend.

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
7 years ago
22 June 2016

!!!!!!!!!!!

Watched about 3.5 hours last night in Bitstream with 1455 update. Not a single glitch!

THANKS RYAN S FOR KEEPING ON TOP OF THIS!

Glad it's working out for you.
____

We just heard back regarding model number UE48JS8500 that they'll be receiving the update soon, probably some time in July. They're testing the update against a number of different TVs and rolling them out over the course of the next month or so. Hopefully you aren't waiting too long.

Personally, I'd recommend against installing an update manually on the TV which isn't specifically for that model. Though it certainly may work without an issue, there's nothing worse than an errant update breaking the TV.

Userlevel 1

Hey - did you apply the 1455 update to a US set or are you UK based?

I'm US. It was automatically installed. In fact had I not read this thread, I wouldn't have even known the update had gone through.

Hey - did you apply the 1455 update to a US set or are you UK based?

Userlevel 1

!!!!!!!!!!!

Watched about 3.5 hours last night in Bitstream with 1455 update. Not a single glitch!

THANKS RYAN S FOR KEEPING ON TOP OF THIS!

Managed to find the 1455 update on the Samsung US Support site: http://www.samsung.com/us/support/owners/product/UN40JU6400FXZA?CID=AFL-hq-mul-0813-11000170

Was very tempted to attempt updating my UK set, but decided against it just incase.

Userlevel 3

KenS
Enthusiast I
69 replies
7 years ago
22 June 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.

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
7 years ago
21 June 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.

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