Samsung TV + Beam issues have I fixed it?

Hi @FredBloggs, thank you for reaching back to the Sonos community. I appreciate your detailed post describing the issue as well as the steps that you did. Let me help you with this.

First, I'd like to ask some questions to isolate the issue so we can create a path towards resolution.

1. Did you turn off the TV speakers from your Samsung TV? You can check it on your TV settings.
2. In the Sonos app, when you select TV under Browse did you get the sound from the Beam?
3. Is the TV Autoplay enabled on the Sonos app?

Please submit a diagnostic report from your Sonos system for us to check. Just include the confirmation number in your response so that we can look up the information. Also, we'd appreciate it if you can provide us the make and model of your Samsung TV and the other devices connected (BlueRay, cable TV, i.e) and how are they connected.

If you need help with any other information, feel free to reach out. We'll wait for your reply.

Thank you Rowena, well the good news is that the Samsung TV remembered the Sonos Beam this morning and the sound is routed to the Beam automatically.

The TV is a Samsung UE55RU7400UXXU with a Zgemma H7S satellite box attached (CEC is switched off in menu).

To answer the questions -

1 The TV doesn’t have a setting to turn off it's speakers. This morning on the menu it has automatically routed the sound to the Beam which is obviously fine.

2 Yes the Beam works perfectly.

3 Yes autoplay is enabled, I rechecked this morning.

Since it’s working this morning, I’ll not submit a diagnostic just yet. Perhaps I have fixed the issue? I will provide more feedback soon. If it stays working, I think the HDMI cable supplied with the Beam by Sonos was causing the problem (I fitted a better quality one yesterday evening). On the other hand, if it switches from Beam to TV speaker again then I need to look a bit deeper once more.

Thank you.

Looking promising.  TV has been on and off a few times throughout the day and sound is still routing through the Beam. Have used the external satellite box and a couple of catch up streaming services and so far today, it's fine. Perhaps upgrading the quality of the HDMI cable fixed my issue.

Hi @FredBloggs, thank you for your reply and for answering the questions. I'm glad that the TV sound is routed to your Sonos Beam.

Turning off the TV speakers depend on the TV model or manufacturer. You can follow the steps below to check:

• Open the Settings menu for your TV.
• Open the Sound or Audio menu, and look for a setting that controls the TV speakers.
• Choose Off or Use external audio system to disable the TV’s built-in speakers.
• If this option isn’t available, change the TV’s audio output to External Speaker or Audio System.

Note: If you’re unable to find these settings, consult your TV’s manual or manufacturer for specific steps.

Please keep us posted on this. 

If you need help with any other information, please feel free to reach out. The Sonos community is always here to help.

For the second day in a row, with the TV switched on/off multiple times during the day, using the satellite box and streaming apps - The TV is sending sound to the Sonos Beam. I think it's pretty hopeful now that changing from the original Sonos supplied HDMI lead to a better quality one has fixed the Beam/TV speaker issue in my case. Thank you for the interest and support.

So I’ve just bought a Beam and tried to connect it to my Samsung UE55KS700 using HDMI ARC. And just as for everyone else in this string, it doesn’t connect. I’ve tried all sorts of solutions, including powering down, waiting 15 minutes, re-connecting HDMI, powering down again, changing sound settings. So I was just about to pack up the Beam to return it. The only reason I bought it was to use it as a TV sound bar. 

I then tried the Beam on an old Philips TV and, after a couple of tries, it worked! 

So I thought I’d give it another try here: has anyone got a good solution for connecting the Beam to a Samsung TV? I regularly use Google Chromecast and use lots of different apps without issue. Or does Sonos really not work with Samsung? 

Thanks for your help! 

Hi @davidhoskin, thank you for reaching out to the Sonos Community and for letting us know about your concern. We appreciate all the time and effort you have performed to connect your Beam to your Samsung TV. I would recommend contacting our Sonos Customer Care to perform real-time troubleshooting to address the issue.  Please do not hesitate to reach out if you have further questions, additional feature requests, or concerns. We are always happy to help out.

Thanks for your quick reply. I called my local customer care today (Denmark) and after making a few suggestions, he recommended I contact Samsung because ARC was likely to be disabled. I’ve since worked out that the ARC settings are enabled through Anynet+. It still doesn’t connect. 

(Although, I’m not sure whether the HDMI audio format should be Bitstream or PCM?)

Hi @davidhoskin, thank you for your response and for updating us. You may toggle between Bitstream and PCM to test the audio on your Sonos Beam.

Let me give you the steps to use the Sound Output function to disable the TV's internal speakers and set the audio output format.

1. Press Home.
2. Press ▼ to highlight Sound, then press ► or OK.
3. Press ▼ to highlight TV Speakers, then press ► or OK.
   1. Press ◄ or ► to select Off, then press OK.
4. Press ▼  to select Digital Output Format, then press ► or OK.
   1. Press ◄ or ► to select Bitstream or PCM, then press OK. (When the Audio of the Content is PCM, it will be Output in PCM even if Bitstream is selected.)

 Hope this helps. If nothing’s changed, please contact Sonos Customer Care. Please feel free to reach out in the future if you have any other questions.

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!

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.

Hi Rowena,

The case number is 02372793. 

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.

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.

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.

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

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. 

1. 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.
2. Hardwire one of your speakers to your router.
   • Test playback and observe Sonos performance.
3. 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.