Answered

Samsung JS/JU Model TVs Audio Issue with PLAYBAR

8 years ago
22 March 2016
214 replies
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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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Userlevel 7

+26

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

Hi

I'm looking at the SAMSUNG UE55JU6400. Do we know / think it will have the same problem?

Thanks

Yes, for the time being, any Samsung TV with JS or JU in the model number could have this problem with any optical device. They're working to get it fixed though, so we'll let you know when it's confirmed to be resolved.

makker99
Avid Contributor I
29 replies
7 years ago
19 May 2016

Hi

I'm looking at the SAMSUNG UE55JU6400. Do we know / think it will have the same problem?

Thanks

Userlevel 2

Ran into this issue today with a new Sony TV. Model XBR-55X850D. No audio from a Sony DVD player. Changed the audio setting on DVD player from Auto to PCM and the audio worked beautifully from the Sonos PlayBar.

Userlevel 7

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

Does this apply to the new KS models? UN65KS8500, etc. Thanks!

Good question, we haven't confirmed any fault with that line at this time, but if you have one and experience similar trouble it'd be great to give us a call on our support line and work with a technician live so we can look into it.

Does this apply to the new KS models? UN65KS8500, etc. Thanks!

kenmonty I didn't notice the audio dropouts at first but they do happen maybe once an hour or longer. It's not a constant dropout so just keep a listen for this audio dropping for a second or so now and then. Hope you get the other surround issue resolved.

Just purchased a Samsung JS9000 TV and a Sonos Playbar & Connect:AMP to use the in ceiling speakers.

Spent most of Saturday with Sonos support, who are really helpful, but all works OK when playing music but the the rear ceiling speakers do not work with the TV or when playing a DVD. It doesn't drop out - the rear ceiling speakers have no output when playing the TV.

Tech support are investigating the error message but it is really disappointing.

I am following up here that I experience the occasional cutout. It only happens once an hour or so and there is silence for maybe half second.

I have my Telus Optik set to stereo anyways since the TV channels are all so inconsistent and find that vocals are sometimes real low with non-stereo streams.

If issue keeps up and really bugs me I guess I will have to change to stereo... don't think will make much of a difference for me since I don't have surrounds (just playbar and sub). I'll try it and compare for curiosity.

I will keep a watch on this thread. Terribly frustrating when you spend time researching a great tv and great audio...only to find they can't work together. We have audio cutouts all the time. 😞

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
8 years ago
19 April 2016

Can you clarify how often this happens and what I should be looking for?

I just got a JU6700 yesterday and have been experimenting with it and Dolby Digital 5.1 all morning with no dropouts etc.
Right now I have been watching a Netflix movie on my Apple TV 4 with Dolby Digital 5.1 for the past hour - no dropouts.

I'll keep a watch on it.

It can be irregular, so it might be consistent, or rare. We're working on the trouble with Samsung currently and will let you know as soon as we have more details. Thanks!

Userlevel 7

+26

Ryan S
Author
Retired Sonos Staff
12372 replies
8 years ago
11 April 2016

Hi MJ,

We'll update this thread and others if there's any news on this issue. Currently we're working with Samsung to see if we can get things resolved. Thanks for asking.

Understand there was no timeframe to resolution at the time of this post, but I'm wondering if there has been any progress/movement. We have a brand new JU7100 and were seriously considering the Playbar for the TV and Sonos for our house, overall. This (and the, apparently long-outstanding, DTS issue) are forcing us to reconsider and look at other options, which is really disappointing.

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