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Samsung TV + Beam issues have I fixed it?

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Following up on the several threads here reporting issues between Samsung TV and Sony Beam - I have owned a 55" Samsung TV, Sonos Beam for around a year. I recently discovered (family generally uses this TV not me) that the sound doesn't come through the Beam most of the time.

Here's what I have found, I will report in a few days whether it is actually fixed or not.

The Sonos software works fine setting up the Beam to HDMI ARC on the TV. No issues at all with set up. The TV reports the Beam as “receiver HDMI".

Unplugging and plugging the Beam HDMI cable with the TV and Beam turned on gets the sound back through the Beam immediately.

Turning the TV on and adjusting the sound as it boots shows the sound to the Beam to be working. But when the TV is fully booted the sound reverts to the TV speakers.

Turning Samsung Anynet/CEC on/off toggles the sound between the TV speakers and the Beam.

I have a satellite box connected to HDMI1, CEC is switched off on the satellite box and always has been.

I have just replaced the original Sonos supplied HDMI cable with a new gold plated cable of apparently higher quality marked “Hi Speed HDMI".

At the moment, the sound is coming through the Beam. Who knows what will happen when I turn the TV on again in the morning? I think I have addressed the things reported to fix the Samsung/Beam issues from the other threads. Will report again once I have switched the TV on again in the morning. The Beam is permanently switched on.

Thanks for reading and if I have missed anything kindly comment.

Cheers.

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Rowena B.Answer

Retired Sonos Staff

Hi @FredBloggs, thank you for updating us. I'm glad that the sound quality has improved. Please continue to monitor your Sonos system.

If you encounter any issues, I recommend contacting our Sonos Customer Care support to perform in-depth troubleshooting and understand your full network setup. Our phone support has the tools to check what's going on in your system and to remotely access your device to provide the best option for you.

Please feel free to reach out in the future if you have any other questions. You're always welcome here.

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Show previous replies

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davidhoskin

Lyricist II

I’ve been in touch with Sonos Customer Care. The bad news is they weren’t able to solve the connection problem. Whether it was Bitstream or PCM didn’t matter because the Beam doesn’t connect to the tv. The good news is that they are continuing to look into it!

Rowena B.

Retired Sonos Staff

Hi @davidhoskin, thank you for your updates and I’m sorry to hear that the issue remains undresolved. Do you have the reference case number? The other options that you can perform are to use different cables and test your Beam to another TV if available. We need to isolate if the problem is with the TV or with the Beam for us to give you options. We’ll wait for your response.

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davidhoskin

Lyricist II

Hi Rowena,

The case number is 02372793.

Rowena B.

Retired Sonos Staff

Hi @davidhoskin, thank you for your response. Upon checking, you already provided the needed information to our phone support team. Please wait for their update on your case. If you need help with any other information, please be sure to let us know.

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Dawdafa10

Lyricist I

I’m currently having the same issue as davidhoskin with my Samsung tv suddenly not connecting to my beam after using it with no problems in a week. My dianogstic case number is: 965729952.

Rowena B.

Retired Sonos Staff

Hi @Dawdafa10,

Thank you for reaching out to the Sonos community and for letting us know about your concern. Upon checking the diagnostic, your Sonos Beam is not getting a signal from your Samsun TV.

How is your Beam connected to your Samsung TV? HDMI or Optical? The Sonos Beam must be connected to your TV’s HDMI-ARC input and your TV needs to have HDMI-CEC enabled. The Optical audio adapter that came with your Sonos Beam allows you to connect your Beam to the Digital optical output on your TV as an alternative connection.

Let me suggest the next troubleshooting and see if it works for you.

1. Unplug the HDMI/Optical cable from the Sonos Beam and the Samsung TV.
2. Unplug the power cable from your Samsung TV, the Sonos Beam, and any connected audio source (such as a cable box or video game console). Wait 30 seconds before you plug them back in.
3. Reconnect the HDMI/Optical cable to your Samsung TV and the Sonos Beam. Inspect the cables to ensure it’s not bent or kinked and check to see that it’s fully inserted into both devices.
4. Update Samsung TV’s software (if available).
5. Adjust the audio format (Dolby Digital 5.1, PCM, Stereo)
6. Check for Sonos update - Settings > System > Check for updates.

Please run the TV playback for a few minutes then run another diagnostic. Just include the confirmation number in your response so that we can look up the information. Also, let us know the complete model number of your Samsung TV. We'll wait for your reply.

If you have any questions about this, feel free to reach out. We and the community are always here to help.

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Dawdafa10

Lyricist I

Hello @Rowena B.

My Beam is connected to my Samsung TV with a HDMI that came within the package. I have also tried the optical solution, but it couldn’t find it either. I also tried buying a hdmi that have all the requirements for being able to run HDMI arc, but that didn’t solve the issue as well.

I just tried the steps you suggested, and it didn’t help me with the issue that i’m having.

The new diagnostic case is: 245524170

The model number for the Samsung Tv is:

QE50Q60TAUXXC

Samsung 50" Q60T 4K UHD QLED Smart-TV

Rowena B.

Retired Sonos Staff

Hi @Dawdafa10,

Thanks for getting back to us with the diagnostic report. Upon checking the diagnostic, your Sonos speakers experiencing an unstable connection to your WiFi network. Let me suggest the next troubleshooting steps you can do.

Sequential reboot to refresh your network and all your Sonos devices connection.
- Unplug your network devices (modem, router, any wireless access points on the network) from the power and wait for 60 full seconds before you plug it back in.
- Once the router is back online, unplug all your Sonos devices from the power. Please wait 15 seconds before you plug back them back in.
- Force close the Sonos app from your iOS or Android device.
- When the status light on your Sonos speakers are solid white, get back on the Sonos app and check if you're connected.
- Test music playback and observe.
Hardwire one of your speakers to your router.
- Test playback and observe Sonos performance.
If you have access to your router settings, below are the settings that need to be verified. You can contact your Interner Service Provider or router manufacturer for assistance.
- The auto channel must be set to Off
- Choose the best non-overlapping channel (1,6,11)
- Set channel bandwidth to 20MHz
- Both 2.4GHz and 5GHz should be enabled
- UPnP should be enabled
- 802.11 bands should be set to b/g/n
- Airtime Fairness should be disabled (if applicable)

If it's still doesn't work, you may need to contact our phone support team to look into this. Our phone support has the tools to check what's going on in your system and to remotely access your device to address the issue.

Please let me know if you have any further questions or concerns, I'll be glad to assist you.

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