Samsung UE37ES5500 digital audio probelm

Discussion in 'General TV Discussions Forum' started by jamie6767, Jul 29, 2012.

  1. jamie6767

    jamie6767
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    In a nutshell:

    Bought this TV last Saturday
    Gorgeous in every way
    I connect the optical digital out into my Yamaha AV receiver and mute the TV sound for all viewing
    Noticed some audio dropouts on all sources (Freeview, PVR connected etc), less than a second but pretty frequently
    Does not happen on TV internal speakers
    Does not happen using a Scart connection from TV to analgue audio inputs on the Yamaha
    Yamaha registers momentary loss of signal (both Dolby Digital and PCM audio) when audio cuts out
    Tried different optical cables and different inputs on my Yamaha - no change
    Yamaha does not exhibit this problem with my BluRay and PVR

    So...

    I assume the TV is at fault.

    I change the TV at Richer Sounds yesterday for an identical model

    This one exhibits similar issues, but not as bad as the first one.

    So, do I:

    Take it back to RS and try a third unit?


    Has anyone else experienced similar issues? Maybe the Samsung and the Yamaha tolerances for the optical audio line is slightly out so I am experiencing this?

    Annoying...!
     
  2. plaxy

    plaxy
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    I'm probably showing how little I know about it, but would it make any difference if instead of muting the sound, you go into the menu and switch to external speakers?
     
  3. jamie6767

    jamie6767
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    Sorry that's what I meant
     
  4. darosu

    darosu
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    Hi , I had exactly the same issue.

    There is no current fix on the Samsung 5500 TV. I contacted their customer support only this week.

    There is however a compromise that may work for you. Use a SCART cable with phono outputs. You will then get uninterupted sound, however loose Dolby Digital.

    This works for everything except recorded sound (if you use HDD recording) where you need to carry on with the buggy sound. Also any media player function would need the optical output.

    So effectively tell the tv to use EXTERNAL, connect it thru optical and thru SCART and then pick and choose as required to get the best option.

    Its not perfect, but for me was a good enough compromise as i didn;t want to swap it for a much uglier beast!
     
  5. jamie6767

    jamie6767
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    Thanks for posting.

    Im reassured it is a firmware rather than hardware issue. Theoretically fixable.

    I have raised a ticket with Samsung too, so hopefully it will be fixed in a future update.
     
  6. Stevvie

    Stevvie
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    I had the same problem and samsung tried to repair it 3 times just by putting new boards in it. the last repair they didn't tape a cable down and it rattled when the sound had any base in it. Ended up taking it back to Currys after 3 months and getting my money back and buying a panasonic txl42e5b this afternoon. No sound dropouts yet.
     
  7. jamie6767

    jamie6767
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    So its confirmed as a Samsung firmware problem.

    I got a reply to my ticket saying it was being referred to the engineers for a future update.

    I hope this actually happens, Samsung!
     
  8. Stevvie

    Stevvie
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    Not sure if Samsung know how to fix this as I had 3 new boards and never got it fixed. The TXL42E5B has no dropouts but has MAJOR lip sync problems on HD channels with both optical out and on board speakers.
     
  9. jamie6767

    jamie6767
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    Well if its a firmware problem, changing the boards wont make any difference.

    I suspect it is something to do with CPU load, as I have been watching the Olympics on BBC One HD with no problem, as soon as this program ends and a trailer or something comes on, the dropouts are frequent. So it totally depends on what is being shown on screen at the time.
     
  10. logiciel

    logiciel
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    The connection from TV to amplifier is useful only for the built-in digital tuner.
    As you have other sources, which should be connected separately to the amplifier, it shouldn't be a problem.
     
  11. jamie6767

    jamie6767
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    other sources are connected directly (bluray and pvr) which of course work fine.

    but using the TV itself i cannot use the dolby digital audio without glitches. The TV is the only way I can receive Freeview dolby digital audio. so yes its a problem sadly.

    The Olympics sound far better in DD than via the analogue prologic connection.
     
  12. logiciel

    logiciel
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    I made that comment about the other sources because you wrote "Noticed some audio dropouts on all sources (Freeview, PVR connected etc)", but now you say that the PVR works fine.:confused:
    I don't watch the "games" so I didn't know that the BBC FV HD channels were carrying anything other than stereo, but if the PVR is for satellite and if it is OK you can watch them, and all the many others, on that.
     
    Last edited: Aug 10, 2012
  13. jamie6767

    jamie6767
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    Ah apologies - I recently rewired the PVR directly to the amp since my original post - I was originally planning not to bother doing this hence originally the PVR feed went via Scart to the TV then to the amp via optical. So connecting this way does result in dropouts - hence the rewire.

    So I am left with the TV audio - as my PVR is not HD (Humax 9200), I now find myself using just the TV more in order to get the HD channels (rather than watching via the PVR). Yes you get DD 5.1 audio on BBC One HD and BBC HD - the only channels to offer it - so would like to take advantage if poss.

    I hope Samsung sort it out if it is firmware - the ES5500 in all screen sizes is the new model of non-3D set for 2012 so they must be getting a fair few complaints about it.

    As it is I've had 2 TVs as a result of thiis glitch, the previous poster had 3 main boards too, so I doubt Samsung are still unaware!
     
  14. Wolf159

    Wolf159
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    I'm having the same problem on my UE40ES5500 connected to my Yamaha AV reciever using HDMI ARC. (Also tested using optical SPDIF with the same dropouts)

    Sound dropouts from playing mkv/avi/mp4 from my NAS via allshare play. (several dropouts per minute)
    Same problem while watching TV (HD or SD) and makes using my amp whilst watching Freeview an unamusing joke. (several dropouts per minute)
    Also had some dropouts on Netflix although much less - (one or two dropouts per hour.)

    Glad to hear its just a firmware fix, although if its not fixed soon I might return the TV as it is unfit for purpose.
     
  15. jamie6767

    jamie6767
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    suggest you log it on Samsungs site - the more complaints they get the better
     
  16. Wolf159

    Wolf159
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    Yep - I've just logged my complaint.
     
  17. jamie6767

    jamie6767
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    They gave me a 'standard' reply about checking cables first, so persist and ask for it to be referred to the engineers for the firmware. Talk about others with the same problem, and refer them to this thread maybe!
     
  18. jamie6767

    jamie6767
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    Ive just chased them too.
     
  19. Wolf159

    Wolf159
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    Thanks Jamie. The only contact I've had from them so far is to check my details.. but I'll post here when I hear anything of substance from them.
     
  20. Wolf159

    Wolf159
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    Bog standard advice so far;
    -----------------------------------
    Update the firmware:

    - Turn the TV onto a normal channel i.e. not the Smart Hub.
    - Press MENU on your remote.
    - Select SUPPORT.
    - Select SOFTWARE UPDATE.
    - Select ONLINE.

    Reset the TV:

    - Turn the TV onto a normal channel i.e. not the Smart Hub.
    - Press MENU on your remote.
    - Select SUPPORT.
    - Select SELF DIAGNOSIS.
    - Select RESET - pin is 0000 or 1234 if you have not changed it.
    ----------------------------------------

    I'm moving house tomorrow so I'll escalate this in a few days when I get settled in.
     
  21. Wolf159

    Wolf159
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    Did you get anywhere with this Jamie?

    I updated to the Sept Firmware yesterday and it seems a bit better but the audio is still dropping out but I think its less often.

    I'll raise the issue with Samsung again.
     
  22. jamie6767

    jamie6767
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    Ah I didnt know about the September firmware. I will install and test. Many thanks.
     
  23. jamie6767

    jamie6767
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    Installed, tested, and it still does it. Will log with Samsung.
     
  24. jamie6767

    jamie6767
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    Interesting reply from Samsung:

    "Thank you for contacting Samsung.
    Please be advised that our engineers are currently investigating the
    issue you have described with intermittent audio cuts on Freeview HD
    broadcasts.
    As you are aware, this appears to occur due when the broadcast signal is
    momentarily switched between 1080i and 1080p. The temporary drop in
    resolution causes the sound to cut.
    We hope to have a firmware update to fix the issue to be rolled out as
    soon as possible."
     
  25. Wolf159

    Wolf159
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    Thanks for the info Jamie.

    Just been searching around to see if anyone else has had a similar problem and it looks like the issue has been around for about a year with audio dropouts (whilst 1080i/p switching) reported on Sony, Toshiba and Samsung TVs. eg. http://www.sony.co.uk/discussions/thread/122165?tstart=0

    So its not a "new" problem why this hasn't been fixed by Samsung already is a mystery. However it only appears on external amps - so looks like they fixed it for the internal audio and didn't follow up the fix for the external audio. A bit sloppy tbh - which sums up Samsung's software imo.
     
  26. jamie6767

    jamie6767
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    Have to say I am a bit sceptical on the reason Samsung gave.

    I have my (non HD) PVR connected to the TV via scart. I used to get audio dropouts on that too when monitoring the audio out by the TVs optical port into my AV amp.

    Now I have my amp set to monitor the PVR audio directly, so have got round this problem when watching the PVR at least, so I'm not convinced the problem is to do with 1080i/p switching.
     
  27. LeifD

    LeifD
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    Just another comment to say I have been seeing this on our set UE46ES500 when watching the Freeview HD channels - audio dropouts - just blips down to Dolby PLII - seemed to be more prevalent when the action on the screen was busier.
    I hope there is something they are able to do soon in firmware. However we are building a PVR to record even the Freeview HD and will then be watching that streaming it to the Amp and swtiching the video to the TV rather than taking the sound from the TV source, so we may get a way around it for most of our watching - assuming this won't be hit by the same problem if it is a TV issue
     
  28. Wolf159

    Wolf159
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    I only get it now when the TV is set to output Dolby Digital to my Amp. If its on PCM or DTS (if enabled) its fine, but via PCM the channels are matrixed so not optimal experience and not a good enough workaround. The problem is definitely not confined to DTV and stream format switching as I get it while watching video from other sources that contain Dolby Digital sound tracks.

    I'm also thinking about an alternative to using the TV as a PVR/Media player as the TV definitely has a problem outputting the DD soundtrack correctly, and just using the TV as a display.
     
  29. jamie6767

    jamie6767
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    Yes mine is set to Dolby Digital also.

    Samsung did tell me it would be fixed in firmware, but no idea how long we have got to wait.
     
  30. Eeeps

    Eeeps
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    I also have these dropouts on the HDMI ARC to a Samsung sound bar.

    I have noticed that they coincide with one of the Video settings changing from available to not available (greyed out). This is the Film Mode setting under Picture Options. It keeps switching when the picture content changes.

    Anyone else confirm this?
     

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