Retired Sonos Staff

Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

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.

Samsung

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Ryan SAnswer

Retired Sonos Staff

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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Show previous replies

L

LeftMyWallet

Trending Lyricist I

Firmware 1460 update: Had several dropout watching Ballers on DirecTV DVR. Then switched to on-demand to watch The Night Of - which was in stereo only (confirmed Samsung was sending PCM) and *it* dropped out a few times.....

I'll do a diagnostic next time this comes up!

P

PabloPaul

Lyricist III

Ok I've just updated to firmese 1460
My sonos app is still showing a stereo input even with my tv set to output dolby

P

PabloPaul

Lyricist III

Firmware...

P

PabloPaul

Lyricist III

Will this change when I add my sub and play 1s on Friday?

L

LeftMyWallet

Trending Lyricist I

Ok I've just updated to firmese 1460
My sonos app is still showing a stereo input even with my tv set to output dolby

Oh, I need to check that. I noticed my TV was sending PCM last night.... but I was able to switch to DD and I could hear the audio space expand... But should check the app status

P

PabloPaul

Lyricist III

I can (and have) changed the TV optical output to Dolby digital but the Sonos app still says it's getting a stereo input.

I

Iancredible

Lyricist II

Someone... anyone.. please help. i love the sound of my Sonos system...with the exception of when the sound cuts out on my JU series samsung tv. I first noticed a problem watching a movie on demand. Then i was watching something on the DVR and the sound cut out. I came on here and saw all the threads about this issue and then was really excited when i saw the samsung firmware fix (1455.0) But then i was really bummed to find out that my tv already had the latest version. I am willing to hear workarounds for this because i really don't want to have to return this... but it is noticeable enough that if there isn't a fix i am going to have to send it back.

Diagnostics number: 6409771
Incident: 160801-001742

M

mikedagreek

Enthusiast I

A temporary fix :
Set the TV's Audio format and HDMI format to PCM and then set HD Audio to ON. Then reset the TV.

I

Iancredible

Lyricist II

A temporary fix :
Set the TV's Audio format and HDMI format to PCM and then set HD Audio to ON. Then reset the TV.

Can you tell me why more people just don't do this. Does it drop sound quality or do you have to switch over to listen to music etc? Thanks for taking the time to reply and help me out.

M

mikedagreek

Enthusiast I

No problem. To be honest, we shouldn't have to do this. The TV should work flawlessly on its own but it doesn't. Samsung and Sonos don't play well together. I learned that immediately as soon as I hooked up my Samsung TV to my Sonos system. At first I had no idea what was happening until I searched the online forums. Then supposedly Samsung came out with a software update which corrected the problem but it didn't. It just reduced the frequency of the drop outs, it didn't eliminate them.

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