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Ryan S
Ryan S
Retired Sonos Staff
March 22, 2016
Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

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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Ryan S
Ryan SAnswer
Retired Sonos Staff
November 10, 2017
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.
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mikedagreek
Enthusiast I
July 26, 2016
Hey Ryan, I have the Samsung UN55JS7000 Firmware 1460
llanellijack
Lyricist III
July 27, 2016
Will that firmware update give me full 5.1 surround sound via my sonos set up? (Playbar, sub and 2 play 1s)

Your current firmware will give you full 5.1 surround sound via your Sonos set up ... the 1460 firmware update merely fixes the sound drop outs that were associated with the JS models
PabloPaul
Lyricist III
July 27, 2016
Ah I see. Thank you. I'm not very 'techy' didn't think I was going to get 5.1 sound as my Sonos app is telling me it's receiving a stereo input from my tv.
bartoz
Lyricist II
July 31, 2016
I've upgraded to 1460 yesterday (Samsung TV UE75JU6470).
Unfortunately, there are still dropout, but less frequently - about one every 10 minutes 😞.
mikedagreek
Enthusiast I
July 31, 2016
Exactly PabloPaul. The update just reduces the frequency of the drop outs. I have the same issue.
mikedagreek
Enthusiast I
July 31, 2016
Exactly Barros, the update just reduces the frequency of the drop outs. I have the same issue.
PabloPaul
Lyricist III
July 31, 2016
Still no update here in the UK. I'm still confused. Conflicting statements everywhere some saying that my Samsung TV is giving a signal already to provide 5.1 surround sound. Others saying that it's just giving a stereo output which won't give 5.1
    PabloPaul
    Lyricist III
    July 31, 2016
    I'm still confused though. Some people say that my Samsung tv will give the correct output signal for 5.1 surround sound through our Sonos system. Other people are saying it won't be 5.1 surround sound as my tv is only giving a stereo output...
    PabloPaul
    Lyricist III
    July 31, 2016
    Sorry for double post there. My first reply didn't show straight away.
    Ryan S
    Ryan SAuthor
    Retired Sonos Staff
    August 1, 2016
    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?
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