Samsung QLED Q60T One remote only working when close to Playbar

Eek sorry for the bad spelling! I must of been drinking 🤣 I can not edit it now for some reason. Sorry but I’d love your help please. 

Hello @timoffee108,

Welcome to the Sonos Community and thank you for reaching out with your issue. 

Have you gone through the troubleshooting steps outlined here: Sonos not Recognizing Home Theater Remote?

If you are still having difficulty with your system, please submit a diagnostic report and include the confirmation number in your response so that we can look into this with you.  

Hey Jean C. Thank I you 

the confirmation number is 1918019529

I also run a Sonos connect to my amp to bigger old school speaker. Why would I hear a high piched noise coming through the old school speakers when playing with Sonos? 
Thank you for your help

Timoffee108 

Hello @timoffee108,

Thank you for your response. Are you using your Samsung remote to control the volume on your Playbar or are you using a cable-box remote(or other) Are you still having difficulty using this remote? I don’t see any set-up attempts or commands in the data for your home theater system.

As for the audio disturbance from your conventional speakers, does this only happen when you are playing audio from the Sonos Connect?

Have you tried changing the audio cables and checking the connections?

We may need to conduct a loop-back test on this unit to zero in on the source of this issue.

Hey Jean C. 
yes I’m trying to use the Samsung remote. I went though all the set up in the TV to use the playbar and the remote only worked for volume when I only 30cm away from it. Yeah something looks like it’s changed again. Before when I tried to change the volume with the remote the optical logo would pop up on the left side of the tv and a + or - would be above or below but now just the optical logo is showing when trying. How do I set the remote up in the app? Couonly do it in the TV set up with the optical.

Yes the conventional speaker are only doing it through the Sonos connect. Any help with this set up would be awesome as well. Think it’s more when I’m watching tv. It’s not happening now as I play Spotify through the tv at the moment. 

thank you 

Hello @timoffee108,

Thank you for the additional information . If you need to go back through set up the remote with Sonos, you can find instructions here. 

If you are running home theater audio out to the Connect, that is likely going to be the source of the audio issue.

If you play Spotify directly to the Sonos Connect/TV  Room through the Sonos app and avoid the input source all together, does this stop?

If you run a different audio source line-in to the Connect (turn-table, CD player) does this same issue occur?  

Same problem as you.  I’m still only able to use the Samsung remote when I’m close to the Playbar.  So many others are having this issue as well.  Has Sonos acknowledged this an ongoing problem, particularity since the last firmware upgrade a few weeks ago?

@LarryAC (and @timoffee108 )

If you’ve made sure that the batteries are fresh in your remote and have the Samsung One remote set to output IR, please check the following:

That there are no lights or natural lighting from a window that could be washing out the IR signal and then try reprogramming the remote in the app.

That there is noting sitting in front of the Playbar that could be blocking the IR signal.

I’m starting to wonder if there was a Samsung firmware update at the same time as our S2 update that may have disturbed everyone’s finely tuned set-ups.

Relevant supporting articles here:

1. Samsung One Remote
2. Adding a Remote Control to Sonos HT
3. General Remote Control Troubleshooting.

If you submit a diagnostic report after attempting to add the remote again through the Sonos App, I’ll be able to look at that connection process in the data.

Please be sure to include your confirmation number in your reply.

I have firmware updates set to manual on my TV.  If memory serves me correctly, a new version of Sonos S2 App arrived a few days before I updated the Samsung firmware on my TV.

 If you still want me so submit a diagnostic report I can; however, I sent 2 and while I was on the phone with product support, the lady asked if I would give her my permission do run a report, and I did.  So, 3 were submitted, and after waiting for them to check the report, they tell me they can’t find anything.

So, now I wonder.  Is it the new S2 app, or the Samsung firmware update?

FYI, the lasted firmware for my Samsung is: 1361