No sound on certain channels after system update today.

Userlevel 3
Hi, I received an app update today which also updated all the speakers software to v7.4 build 37244160. Since the update certain channels from my Sky HD box, such as Sky News & ITV4 take 60 secs+ for the sound to start. Other channels, BBC1 for example, the sound is present as soon as you switch to the channel. Nothing else has been changed in the setup. Any ideas before I start pulling leads. At the moment the playbar gets its optical from the TV, which has an HDMI source from the Sky box.

Best answer by Ryan S 4 October 2017, 18:03

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1877 replies

Hi, I have a Samsung Smart Smart K5500 Series 5 TV
No sound when watching Netflix (via TV app) or watching certain channels (HGTV) via Freeview
Diagnostic number : 7845840
Could you please add me to the beta program?
Userlevel 7
Badge +26
ERwing and Joakim, you're both set up for the update now.

G Sparks, I sent you a message so you can reply back to me there to make it easier.
Just updated my system. My playbar is also not working with Samsung TV 6000 series, tested with apps like Netflix. As a result, Play 1s are also not working.

Diagnostic number: 7846776

Edit: Playbar connected via optical
Userlevel 7
Badge +26
Hi Maxed, you're all set for the beta update now.
Worked like a charm. Cheers.
Same issues here with Playbar. YouTube app on Samsung KS8000 TV has no sound for several seconds when using Dolby Digital. No problem if switched to PCM.

Diagnostic code: 7846894
Userlevel 7
Badge +26
Same issues here with Playbar. YouTube app on Samsung KS8000 TV has no sound for several seconds when using Dolby Digital. No problem if switched to PCM.

Diagnostic code: 7846894

You're all set now too.
Same Issue - no audio when using HBO Now. Netflix and cable audio works fine. Diagnostics submitted: 7847103
Confirmation number 7847303
Intermittent sound issues for me. Diagnostic 7847375. Can you please add me?
Same issues here as everyone else....diagnostic #7847386
Same issue here.

Diagnostic #7847411
Same issue: playbar with surround 1s and sub. Clicking on certain channels since update. Will stop if sub is deactivated in Room Settings

Diagnostics: 7847439
Same issue. Please set me up for the beta

Your confirmation number is: 7847620.
yeti_sir, ernst, timms_andrew, jfletcher73, Redshifted, Olivier_9, Seadawg, smmcve2, and djn876 your systems have been flagged for the beta. Please update when ready.

Jeroen Bos we'll need a diagnostic in order to apply the fix.

Foxybear10 yes, there will be a general release to address this problem, but I don't have a timeframe to share today.
Applied update (thank you), early indications look like it resolved issue with TV to soundbar. I'll test all functions and report if I have further issues.
I'm having the same problem - please fix me with the beta.
You'll need to submit a system diagnostic, and post the number here, for the folks at Sonos to look at.
Diagnostic: 7847667
Sound on TV, no sound on TV or ably Ray Apps - Netflix / YouTube
SoundBar connected via Optical Cable
Sub and 2 x P1.
I have the same problem.
TV: Samsung UA40J6200
Connection: Wired network, TV via optical cable
Problem: Intermittent sound issue especially with free to air, Netflix and other streaming application (Foxtel, Stan). The sound will take around 2-5 mins to get online.

Appreciate if you can look into it. Thanks.
Same issue when using Netflix app.
Diagnostic: 7847711
Connected to TV via optical cable.
Same issues with the Netflix TV app, connected via optical cable
Diagnostic: 7847890
Can we get added to the Beta program also?
Diagnostic confirmation: 7848013
Samsung KS8500
Sonos wired ethernet
TV connected to playbar via toslink
Tizen apps (Netflix, Amazon, Cineplex, Youtube) no audio

Can I please get added to beta
Diagnostic Confirmation:- 7848126
LG 49UF8507
Playbar connected via CAT5 - SUB + 2 X Play1's via Wifi
Seems to be working mostly OK . . sometimes just clicking to start with from a Dolby source . . . was worse immediately after the update but seems to have settled a bit somehow - lol.
Yep, I'm affected as well.

Samsung KS7000 via optical
Playbar/sub via Wifi
Diagnosticnr: 7848127

Please add me to the beta