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FIELD VISION
Trending Lyricist I
November 1, 2023

SAMSUNG AND BEAM CONNECTION PROBLEM

  • November 1, 2023
  • 37 replies
  • 2800 views

I hope you can help.  I have my Sonos Beam (gen 2) hooked up to my Samsung TV. 

It has been working great for many months until now every time I turn off my TV and put it back on later the Sonos does not work and only the TV sound works. If I unplug the Sonos and plug it back in when the TV is on, it will find it and start working until I turn it off the tv again.

What can I do? I called Sonos and they told me to call Samsung. No one can help.

 

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    37 replies

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    reggert
    Lyricist III
    November 7, 2023

    @Corry P I have created a number of diagnostics, here are a couple of them: 

    1475711172

    284143843

    Can you initiate something with support?

     

    I agree with @FIELD VISION my concern is Sonos will say talk to Samsung, Samsung will say talk to Sonos and we are stuck in the middle.

     

    diegsai
    Trending Lyricist I
    November 7, 2023

    I'm having that problem from time to time especially when using Samsung apps (Netflix,HBO,etc) since the update to version 8.1.
     

    samsung and beam2

    FIELD VISIONAuthor
    Trending Lyricist I
    November 7, 2023

    When did Samsung update? 

    Corry P
    Corry P
    Sonos Staff
    November 8, 2023

    Hi @reggert 

    Can you initiate something with support?

    Regrettably, this is not something I can do for you - there needs to be a case count for evaluation, and I can’t create a case for you.

    I agree with @FIELD VISION my concern is Sonos will say talk to Samsung, Samsung will say talk to Sonos and we are stuck in the middle.

    Please feel free to refer the agent you speak with to this thread (and related threads - there are a few) - that will encourage them to speak to their local SME (Subject Matter Expert) who will be looking for patterns in reports coming from various agents.

    I hope this helps.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    diegsai
    Trending Lyricist I
    November 8, 2023

    When did Samsung update? 

    It's an old update because my samsung tv doesn't update anymore, but the problems started in version 15.8.

    Sometimes, when I use a TV app, I have no sound. I turn off the TV for a while and it works again. It only happens with apps

    FIELD VISIONAuthor
    Trending Lyricist I
    November 8, 2023

    Thank you orenhazan.  So now we know that it is the update. So is SONOS going to fix this problem? SONOS if you are reading this please do something…..

    FIELD VISIONAuthor
    Trending Lyricist I
    November 8, 2023

    Sorry, I just read your last post on the other link. I see that Samsung fixed the problem with 1602. When did they do the 1602? The last two days things have been working. Could that be it?

    orenhazan
    Enthusiast I
    November 8, 2023

    Sorry, I just read your last post on the other link. I see that Samsung fixed the problem with 1602. When did they do the 1602? The last two days things have been working. Could that be it?

    samsung release the 1602 frimware for europe and usa two days ago for automatic update.

    did your tv update to this frimware?

    you can see on the tv what frimware do you have.

    FIELD VISIONAuthor
    Trending Lyricist I
    November 9, 2023

    Yes, I have 1602.  So the last two days Sonos has been working. So this could be it...let’s hope. REGGERY are you also finding things are working better?

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