Question

Playbar TV Sound cutting out on regular basis for past few days.

  • 28 January 2017
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56 replies

I'm also experiencing the intermittent cutting out of sound. I've submitted diagnostics, confirmation #7444713
Diagnostic # 7423721 (taken after all the below changes)


While getting the above info together I was doing some research and discovered that the Verizon FiOS STB has a hidden menu (diagnostic menu) which is accessed by:


https://forums.verizon.com/t5/Fios-TV-Technical-Assistance/IPC1100/td-p/713196

To use the diagnostics:

1. Ensure that the IPC1100 is installed with the current version of software and that it is connected to an AC outlet.

There are two methods to Access User Setting to optimize the output settings:

a. See BUI Access section (Press and Hold ‘D’ Key on IR Remote for 10 seconds, then Release Key) and select User Setting from BUI Main Menu

b. The traditional method of configuring User Settings is also supported.

- Press power and immediately press select on the remote control twice to enable diagnostic mode. This traditional Method will Power Off the application and is not recommended if diagnostic information is needed for video or session status

While DIAGNOSTIC BUI MAIN menu is up select
-02 User Settings
-ADDITIONAL HDMI SETTINGS
-AUDIO OUT

change audio output to PASS THROUGH. Make sure PASS THROUGH is selected. Then press EXIT 2x on remote. I decided to try pass through after reading this:

http://www.samsung.com/au/support/skp/faq/1049079


NEXT:


On SONY TV remote press HOME,
scroll down to SETTINGS,
select SOUND,
select DIGITAL AUDIO OUT
select AUTO 1.
Go back to SOUND MENU
select SOUND ADJUSTMENTS,
ADVANCED SETTINGS,
INPUT RELATED,
DOLBY DYNAMIC RANGE,
select STANDARD, go back
select DOLBY DIGITAL PLUS OUTPUT,
select DOLBY DIGITAL PLUS.

Close out menu.

So far no sound cut outs. What prompted me to try this was that on the STB it's says "DOLBY PLUS"... I remembered seeing that in the TV menu and wanted to try that out but couldn't find option for it in regular STB settings.


Hope this fixes things and helps others.
Same issue. I contacted Sonos a few months ago and and after couple hours on the phone, it was deemed a problem with Verizon FiOS STB and I would have to wait for an update from Verizon to see if problem has been resolved. I was told to switch audio on STB from Surround to Stereo output and check back in a few months. Just switch back to Surround and sound cut outs are back. Here is my layout:


TV: SONY XBR65Z9D

FiOS STB: ARRIS IPC1100 P2/1106/3740


Sonos Playbar is connected to tv with optical cable (audio quest cinnamon), TV is connected to cable box with HDMI (audio quest cinnamon). Everything was checked and is all up to date. No sound cut outs with PS4 or wireless music.
Badge +1
Thanks for the diagnostic. As a cross comparison, do you have the same dropouts when watching other sources such as a DVD player or apps on your TV? Also, is this the only Virgin STB box? Or does this box communicate with main STB?
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Hi Matt, virgin v6 box connected to the sonos bar via an optical switch.

Diagnostic report 7345123.

Have tried switching sonos net channel etc already
Hi chrisshileds1

Can you post a Diagnostic shortly after the dropout occurs, then we can see what is going on.

Could you also confirm the source you were watching at the time and how the playbar was connected to the source.

Many thanks
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I've got a 4 point switch but still have dropouts ??, at a loss of what to do now
Userlevel 4
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AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.


How long were you running it on the splitter with no problem?


A couple of months. Not one dropout.



Were you getting 5.1 from device into speakers?


Yes of course :)

I had to tell the STB and Xbox One to play DD via optical (easily done).

Basically with the splitter, you're connecting each individual device direct to the PlayBar. My set up includes a Harmony Ultimate remote control, so all switching to the correct input was done automatically too. In fact the more I talk about it the more I'm eager to go back to that system.



Have you switched back as yet? Any dropouts?


I've ordered a 4-way version of the Portta switch today. Should be with me tomorrow but may be weekend before I install it. I've been getting a lot more dropouts with my latest STB (Sky Q) and therefore really need to bypass the passthrough setup.



Have you tried running direct from sky box?

When i ran from my new virgin stb i had cut outs.

How does having a portta switch stop the cut outs?


My previous set up was direct from Sky box (and Xbox and Apple TV).

The portta switch allows direct connection from device to PlayBar (obviously). This removes the need for any conversion or processing of the signal, especially when passing through a DD5.1 signal.

But....if you've tried the direct connection between Virgin box and PlayBar and still face the same issue then obviously this solution may not be for you. Unless you've retained any settings relative to "pass through" within your TV?


Ok, so I've just installed my 4 x 1 Portta Toslink switch and all seems good so far (no dropouts after 30 mins viewing, I normally experience a few within seconds of switching Sky channels). I used a spare USB on the TV to power it. I use a Harmony Ultimate One remote and the Portta is fully compatible, so when I switch devices the Portta changes to the correct input automatically. Happy with the results so far. A great result for £15, so far.
Userlevel 4
Badge +2
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.


How long were you running it on the splitter with no problem?


A couple of months. Not one dropout.



Were you getting 5.1 from device into speakers?


Yes of course :)

I had to tell the STB and Xbox One to play DD via optical (easily done).

Basically with the splitter, you're connecting each individual device direct to the PlayBar. My set up includes a Harmony Ultimate remote control, so all switching to the correct input was done automatically too. In fact the more I talk about it the more I'm eager to go back to that system.



Have you switched back as yet? Any dropouts?


I've ordered a 4-way version of the Portta switch today. Should be with me tomorrow but may be weekend before I install it. I've been getting a lot more dropouts with my latest STB (Sky Q) and therefore really need to bypass the passthrough setup.



Have you tried running direct from sky box?

When i ran from my new virgin stb i had cut outs.

How does having a portta switch stop the cut outs?


My previous set up was direct from Sky box (and Xbox and Apple TV).

The portta switch allows direct connection from device to PlayBar (obviously). This removes the need for any conversion or processing of the signal, especially when passing through a DD5.1 signal.

But....if you've tried the direct connection between Virgin box and PlayBar and still face the same issue then obviously this solution may not be for you. Unless you've retained any settings relative to "pass through" within your TV?
Badge
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.


How long were you running it on the splitter with no problem?


A couple of months. Not one dropout.



Were you getting 5.1 from device into speakers?


Yes of course :)

I had to tell the STB and Xbox One to play DD via optical (easily done).

Basically with the splitter, you're connecting each individual device direct to the PlayBar. My set up includes a Harmony Ultimate remote control, so all switching to the correct input was done automatically too. In fact the more I talk about it the more I'm eager to go back to that system.



Have you switched back as yet? Any dropouts?


I've ordered a 4-way version of the Portta switch today. Should be with me tomorrow but may be weekend before I install it. I've been getting a lot more dropouts with my latest STB (Sky Q) and therefore really need to bypass the passthrough setup.



Have you tried running direct from sky box?

When i ran from my new virgin stb i had cut outs.

How does having a portta switch stop the cut outs?
Userlevel 4
Badge +2
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.


How long were you running it on the splitter with no problem?


A couple of months. Not one dropout.



Were you getting 5.1 from device into speakers?


Yes of course :)

I had to tell the STB and Xbox One to play DD via optical (easily done).

Basically with the splitter, you're connecting each individual device direct to the PlayBar. My set up includes a Harmony Ultimate remote control, so all switching to the correct input was done automatically too. In fact the more I talk about it the more I'm eager to go back to that system.



Have you switched back as yet? Any dropouts?


I've ordered a 4-way version of the Portta switch today. Should be with me tomorrow but may be weekend before I install it. I've been getting a lot more dropouts with my latest STB (Sky Q) and therefore really need to bypass the passthrough setup.
Badge
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.


How long were you running it on the splitter with no problem?


A couple of months. Not one dropout.



Were you getting 5.1 from device into speakers?


Yes of course :)

I had to tell the STB and Xbox One to play DD via optical (easily done).

Basically with the splitter, you're connecting each individual device direct to the PlayBar. My set up includes a Harmony Ultimate remote control, so all switching to the correct input was done automatically too. In fact the more I talk about it the more I'm eager to go back to that system.



Have you switched back as yet? Any dropouts?
Userlevel 4
Badge +2
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.


How long were you running it on the splitter with no problem?


A couple of months. Not one dropout.



Were you getting 5.1 from device into speakers?


Yes of course :)

I had to tell the STB and Xbox One to play DD via optical (easily done).

Basically with the splitter, you're connecting each individual device direct to the PlayBar. My set up includes a Harmony Ultimate remote control, so all switching to the correct input was done automatically too. In fact the more I talk about it the more I'm eager to go back to that system.
Badge
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.


How long were you running it on the splitter with no problem?


A couple of months. Not one dropout.



Were you getting 5.1 from device into speakers?
Userlevel 4
Badge +2
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.


How long were you running it on the splitter with no problem?


A couple of months. Not one dropout.
Badge
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.


How long were you running it on the splitter with no problem?
Userlevel 4
Badge +2
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?


No I removed it when I realised the TV passed through DD5.1. But as I'm presented with the dropout issues I think I'll revert back.

It depends upon how many devices you want to connect. This 3 way version will allow you to connect 2 devices as the TV counts as the third. There is a 4 way version of the same box though.

You will need an optical cable for each device. PlayBar will connect to the single output on the switch, with the TV, Set Top Box and 2nd Device (Games console, Apple TV etc.) connecting to the 3 inputs. So 4 optical cables required in that scenario.
Badge
AtterKing - Ye sorry was you. Do you have the splitter connected now? Do you siffer any dropouts at the moment?

What cables do i need to get with the splitter?
Userlevel 4
Badge +2
binb, what splitter do you have?

If you're referring to my response to binb (I don't think binb mentions a splitter?) then I used the following;
https://www.amazon.co.uk/Switcher-orToslink-Digital-Dolby-AC3-Amplifier/dp/B00KDZEWWO/ref=sr_1_3?ie=UTF8&qid=1490278374&sr=8-3&keywords=portta+toslink
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binb, what splitter do you have?
Userlevel 4
Badge +2
I also have sound cutting out intermittently. It's been happening for months, perhaps since when I bought it 6 months ago. I use an optical connection to my Sony XBR55X850D. The cuts last anywhere from .5 second to 5 seconds. It only seems to happen when watching live TV or shows through DVR. It doesn't seem to happen during music or gaming (PS4). I have checked the cable to ensure there are no kinks and that it is properly seated. It also seems as though the software is up to date.

Any other suggestions?


I have the same TV as yourself albeit the UK variation and suffer from the annoying dropouts too. I've tried both Wireless setup and Ethernet direct to PlayBar, both cut out. It tends to be more prevalent to the Set Top Box but I do see it on other devices, but not as much.

The Sony TV is able to pass through DD5.1 and I believe this to be the crux of the issue. Prior to my Sony TV I had a Samsung. That didn't pass through DD5.1 so I used a cheap Toslink splitter. I never had this issue with the Samsung. After switching to the Sony I kept the splitter in place (not realising my TV could pass through DD5.1) and never had any dropouts. Upon configuring the TV to pass through I've been plagued with the issue. Therefore I'm pretty convinced it's the decoding within the TV that's causing the issue.

I've also tested this with two separate STB's, with one more troublesome than the other.

I'm thinking of returning to direct optical connectivity via the switch again, but this means more cabling and an extra power socket. Would much rather it just worked as is.
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im in the same boat as you binb
I also have sound cutting out intermittently. It's been happening for months, perhaps since when I bought it 6 months ago. I use an optical connection to my Sony XBR55X850D. The cuts last anywhere from .5 second to 5 seconds. It only seems to happen when watching live TV or shows through DVR. It doesn't seem to happen during music or gaming (PS4). I have checked the cable to ensure there are no kinks and that it is properly seated. It also seems as though the software is up to date.

Any other suggestions?
Userlevel 5
Badge +10
That sucks BoredofBalham... I presume you have spoken at length with Sonos staff.... Nothing shows up in diagnostics? just seems remarkably odd.

As I've expressed, it was the OPs comments about "Sonos Speakers" that led me to suggest they they could have IP conflicts... Your circumstance of hardwiring everything is somewhat unique... and I agree that with the 5Ghz for 5.1 that it likley wouldn't be wireless (but of course could be) Given that we haven't heard back from the OP, we may never know if they sorted it out...

Thanks for the response and update!...
Userlevel 5
Badge +2
I get drop outs from 4 different sources independently sent to the Playbar through a switch and when connected individually. I have a Samsung tv, which is known to have "problems" (or has it?) and a Sky box which both get drop outs on live tv. That both exhibit the same symptoms, and correlation is not causality, suggests that either both devices are sending a corrupted signal or there is something in that signal that is causing the problem. The dvd/PVR box drops out on live tv but not on dvd/blu ray or recorded material which suggests that the box data stream is just fine. If the data stream is fine then it suggests that there is something in the signal that causes the problems.

Since the last Sonos update, switching the playbar off at the supply and on again seems to solve the problem for a while which again suggests there is something in the data stream.
Switching off Playbar previously had no effect on the interruptions.

Devices attached have had no new software updates. Sonos has had an update and the problem is ameliorated by the off and on. This suggests that Sonos have tweaked something.

As the system utilises the 5gig wifi band (all units are wired - and I have tried every combination to error check) wifi interference is irrelevant (or negligible). There are no other 5gig wifi operating, according to a couple of wifi analysers I have used, and my wifi is the strongest in the 2.4 band (I have no,problems at all with music).