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.

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.

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

J

Sorry all - exact model number is UE55JU6400KXXU

J

Hi all,

I have a Samsung UE55JU6400 TV with the Sonos drop out issue.

The current firmware on my TV 1214 & when I do a check for update it says no update available.

Should the firmware update to resolve the issue by applicable to my TV?

E

This is huge. I'll check this weekend, but I'm praying that I can remove the HDMI switcher from my setup. What a mess that has caused (even though it does work). I just hope that I don't reset all my Harmony One activities and then, for some reason, the firmware update didn't correct the problem. This issue has been my absolute biggest challenge with Sonos.

Since this update is a Samsung firmware update it won't have any affect on Sonos, that said, we did just have an unrelated software release today so it's possible that one makes your Harmony One unhappy. Have a good one and let us know if you have any trouble.

Right, but I had to add the HDMI switcher to my activity list so it could switch appropriately. Nothing to do with Sonos, per se.

Userlevel 7

+26

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

This is huge. I'll check this weekend, but I'm praying that I can remove the HDMI switcher from my setup. What a mess that has caused (even though it does work). I just hope that I don't reset all my Harmony One activities and then, for some reason, the firmware update didn't correct the problem. This issue has been my absolute biggest challenge with Sonos.

Since this update is a Samsung firmware update it won't have any affect on Sonos, that said, we did just have an unrelated software release today so it's possible that one makes your Harmony One unhappy. Have a good one and let us know if you have any trouble.

E

Exciting news guys, we have confirmation that Samsung has released a firmware update (version 1455.0) to address this issue on the JS and JU TVs. 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.

The update will install automatically on televisions that have a network connection, and automatic updates enabled. If you don't have them enabled, the television's firmware can be manually updated by pressing the MENU/123 button on the remote, then selecting Menu, Support, Software Update, and then select Update now.

Once this is done, feel free to set the TV's audio output back to Dolby Digital if you had set it to PCM. Let us know how it goes!

This is huge. I'll check this weekend, but I'm praying that I can remove the HDMI switcher from my setup. What a mess that has caused (even though it does work). I just hope that I don't reset all my Harmony One activities and then, for some reason, the firmware update didn't correct the problem. This issue has been my absolute biggest challenge with Sonos.

Userlevel 7

+26

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

We've reached out to Samsung on details around the update version for the UK TVs, they might be rolling out the update a little slowly to other regions. I'll let you know when we have more details and not speculation.

Thanks!

Userlevel 3

+2

KenS
Enthusiast I
69 replies
7 years ago
17 June 2016

Same as TopperXP here. My TV is on version 1452 and when I check for a software update through the TV it tells me it is on the latest version. I'm in the UK.

T

+1

Exciting news guys, we have confirmation that Samsung has released a firmware update (version 1455.0) to address this issue on the JS and JU TVs. 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.

The update will install automatically on televisions that have a network connection, and automatic updates enabled. If you don't have them enabled, the television's firmware can be manually updated by pressing the MENU/123 button on the remote, then selecting Menu, Support, Software Update, and then select Update now.

Once this is done, feel free to set the TV's audio output back to Dolby Digital if you had set it to PCM. Let us know how it goes!

Is this applicable to the UK ? or is it just for the USA? there is no mention of this firmware version on the UK Samsung Support site, latest version for the UK is 1452.

Userlevel 7

+26

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

Exciting news guys, we have confirmation that Samsung has released a firmware update (version 1455.0) to address this issue on the JS and JU TVs. 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.

The update will install automatically on televisions that have a network connection, and automatic updates enabled. If you don't have them enabled, the television's firmware can be manually updated by pressing the MENU/123 button on the remote, then selecting Menu, Support, Software Update, and then select Update now.

Once this is done, feel free to set the TV's audio output back to Dolby Digital if you had set it to PCM. Let us know how it goes!

Userlevel 6

+3

Max P
Sonos Employee
5609 replies
7 years ago
16 June 2016

Hi there, I have this exact problem with my JU model curved Samsung, except even with the TV turned off, audio still cuts out exactly the same whilst being played through the Sonos app through the computer or my phone. Any ideas?

Hi Wobble, the symptoms are the same but I think your system is also experiencing wireless interference.
I'd be happy to check your system. Can you send us a diagnostic and reply with the confirmation number? Here's an article explaining how: How to Submit Diagnostic.

W

Userlevel 2

Hi there, I have this exact problem with my JU model curved Samsung, except even with the TV turned off, audio still cuts out exactly the same whilst being played through the Sonos app through the computer or my phone. Any ideas?

Userlevel 6

+3

Max P
Sonos Employee
5609 replies
7 years ago
8 June 2016

TV is in the middle of the wall. But then if I stream movies from my NAS or Amazon Prime etc, then the sound will only come through the TV and not the SONOS

Got it. In this case, the best would be to contact our customer care team by phone and let us do the technical work with your help. We can guide you through some steps if you give us a call on our support line when you have some time to troubleshoot.
Let us know how it goes.

L

I have the Samsung UE48JS8500 with Soundbar, sub and 2 play 3's for the surround. When it works its great. We only occasionally experience a drop out - not every hour and not every day either.

Hi Lance_Shaw, welcome to the community.
Would it be possible to wire the PLAYBAR to your ISPs cable box? (if it has an optical port of course) Let us know how it goes.

Hi.

That's not possible as I have the cable box in the corner of the room with all the wires going out, along the outside wall in trunking and back in for the wall mounted TV with soundbar underneath. The TV is in the middle of the wall. But then if I stream movies from my NAS or Amazon Prime etc, then the sound will only come through the TV and not the SONOS

Userlevel 6

+3

Max P
Sonos Employee
5609 replies
7 years ago
7 June 2016

I have the Samsung UE48JS8500 with Soundbar, sub and 2 play 3's for the surround. When it works its great. We only occasionally experience a drop out - not every hour and not every day either.

Hi Lance_Shaw, welcome to the community.
Would it be possible to wire the PLAYBAR to your ISPs cable box? (if it has an optical port of course) Let us know how it goes.

L

I have the Samsung UE48JS8500 with Soundbar, sub and 2 play 3's for the surround. When it works its great. We only occasionally experience a drop out - not every hour and not every day either.

If I stream a movie from my NAS, there is never any drop out - the same as from Amazon Prime - just normal Tivo. If we get the drop out and then rewind, it's OK.

Not going to PCM as it defeats the whole object of 5.1.

Hears hoping for a fix soon.

F

Userlevel 2

+1

Was thinking of buying the Playbar for my Samsung UE40JU6470 until I ran into this incompatibility issue as mentioned in this thread.

I mean I really love my 2 Sonos Play 5 speakers which I'd like to add to the Playbar for the big TV (surround?) sound experience.

But for this kind of money, ie. the Playbar is more expensive than my Samsung TV, one should expect an error free operation.

From what I've read here it is not clear if Sonos is actually dealing with the issue, or merely pointing at Samsung (who's doesn't seem to be aware of any issues) for it to take action. So nothing really seems to be happening at all? What is actually the status of this?

Anyone running the Samsung UE40JU6470 with Playbar and noticing any issues? Just checking to be sure.

Just do not wish to spend this kind of money for nothing, or at least for something which appears to be below the normal Sonos standard.

Thanks.

J

Userlevel 1

~~Never mind, found another thread.~~

M

Userlevel 3

It worked for me but you lose some sound quality.

K

Hi,

I think and hope the Sonos information is correct and expect that the support part of Samsung would not be aware of the plan to develop a fix.

No I haven't tried the other work around .. I will go looking for that thread

Cheers Ken

M

Userlevel 3

Hi Ken, thank you for that information. If that is in fact the situation, that would be very disappointing because that would mean Sonos is giving false information to all of its customers.
I'm going to contact Samsung as well, thank you very much.
By the way, did You try the " temporary fix"'that was mentioned on another thread?
( changing the HDMI audio format on the TV to PCM and Setting HD Audio to ON"?

K

Hi Mikedagreek,

I have a similar issue with the Samsung TV. Sonos indicated that Samsung are looking to develop a software fix. However, when I emailed Samsung support they were not aware of any intention to provide a fix. It maybe worthwhile to register your issue with Samsung. Hoping that if they receive lots of complaints they may actually do something.

Cheers
Ken

M

Userlevel 3

Thank you for the reply Ryan. Even though I did the temporary fix, I'm hoping Samsung will correct the issue.

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
7 years ago
28 May 2016

Question, if I'm just listening to the Playbar along with the sub, will I hear the difference in sound when the Dolby setting is switched to PCM?

Good question. Strictly speaking, Dolby Digital can have up to 6 dedicated channels of audio, the 6th is the ".1" in a 5.1 system, which is the channel for a subwoofer. This means that when you're playing a DD5.1 signal, you will likely have a fully dedicated channel for the SUB.

The PCM format is stereo in this case, so only left and right are being sent to the PLAYBAR, which in turn will create a surround solution out of that signal. You will absolutely hear a difference with the SUB on PCM. On any stereo signal, the SUB will pick up the low end of the audio and sound throughout the room. It may be more pronounced with a Dolby Digital source, but you certainly will be able to tell a difference.

M

Userlevel 3

Question, if I'm just listening to the Playbar along with the sub, will I hear the difference in sound when the Dolby setting is switched to PCM?

L

Userlevel 1

Thanks for the update! I REALLY hope you guys can finagle a fix between you and Samsung. I can definitely feel the loss of depth and surround effects when my TV is in PCM.

Sign up

Login to the community

Scanning file for viruses.

This file cannot be downloaded