topic Re: Can't switch digital output audio format on Netflix app in TV

Can't switch digital output audio format on Netflix app

IdoSams — Sun, 16 Feb 2020 21:54:21 GMT

I have a qe55q60r connected to a reciever. The sound works great, however when I turn on the Netflix app i get bad noise as described in Netflix-sound-not-working-on-UE50NU7400-with-digital-output.

According to that issue, the solution is to switch the digital outpu audio format to PCM, and it indeed worked for me for a while.

Since few days ago, I guess there was an automatic firmware update, however, not sure, when the Netflix app is on, the digital outpu audio format in the settings menu is grayed out with the option Dolby Digital+ and I can't change it, so I can't get rid of the noise. On the TV speakers this option is set to PCM and sound works well.

Can anyone please help me solve this? Or at list help me get the previous firmware version so I can see if it is a firmware issue?

Thanks!

Re: Can't switch digital output audio format on Netflix app

sirdir — Mon, 17 Feb 2020 23:31:00 GMT

same problem here, I tried to reset smart hub, didn't help.

Re: Can't switch digital output audio format on Netflix app

Macstinator — Thu, 20 Feb 2020 15:46:22 GMT

on support chat now. no idea what the problem is, or how to fix it.

Re: Can't switch digital output audio format on Netflix app

mikeyo23 — Thu, 20 Feb 2020 19:12:02 GMT

Same problem here. Samsung soundbar works for every app but Netflix, support could not help

Re: Can't switch digital output audio format on Netflix app

Kimaan — Thu, 20 Feb 2020 22:37:45 GMT

I got the the same issue with my

QE65Q60RATXXC. Super frustrating! every other app lets me choose betweed PCM and DD or DD+ but Netflix does not. Locked to DD+. Strange thing when unplugging my Hdmi cable from the rwceiver the sound works for like 30 second with pcm before it turns back to DD+. I have yet to figurer out a way to stop this from happening. Worked perfectly a couple of weeks ago. And since my old pioneer reciever does not support DD+ it does not work

Re: Can't switch digital output audio format on Netflix app

Eric_in_HK — Fri, 21 Feb 2020 08:39:02 GMT

I have got the same problem (using a Samsung Q70 connect via HDMI ARC to my Denon AV). I believe it must be related to the Digital Output Audio Format which is set to Dolby Digital+ (my Denon cannot process this audio format), which I can't change to Dolby Digital or PCM when I am running the Netflix app. All other apps (eg Spotify) work fine. Strangely enough, this was working until a few days ago and suddenly it won't anymore !? Any ideas or any feedback from Samsung?

Re: Can't switch digital output audio format on Netflix app

Macstinator — Fri, 21 Feb 2020 16:45:06 GMT

There are a few posts on this. Common problem.

I have spoken to Netflix and Samsung about this.

I have 2 screens of the same model. One was upgraded and now gives no audio on Netflix, the other is fine.

This is a problem with the 1351.3 firmware.

no response from Samsung.

Re: Can't switch digital output audio format on Netflix app

IdoSams — Fri, 21 Feb 2020 16:47:26 GMT

Do you know where to find the older FW version?

Re: Can't switch digital output audio format on Netflix app

Toiffel — Fri, 21 Feb 2020 17:56:37 GMT

Can't downgrade firmware.....

Re: Can't switch digital output audio format on Netflix app

Eric_in_HK — Sat, 22 Feb 2020 01:59:25 GMT

Please let me know if you hear any constructive feedback from Samsung. The issue might quite likely be related to a recent software upgrade since it worked perfectly fine until a few days ago. I wonder how we can make them acknowledge that a number of people are experiencing this issue so that they escalate this to their internal software engineering team!?

I contacted Samsung customer service here in Hong Kong yesterday to describe the issue to them, but they just followed some sort of script and advised me to turn off my TV for one hour and turn it on again (needless to say, that's totally useless advice).

Let's hope there'll be a solution soon!

Re: Can't switch digital output audio format on Netflix app

Toiffel — Sat, 22 Feb 2020 02:29:31 GMT

They did the same thing to me, just finished chatting with support, and asked them directly if they were aware of an issue with the lastest firmware, and he said"no issue reported" I even sent him a link to the forums....

Re: Can't switch digital output audio format on Netflix app

MagellanCat — Sat, 22 Feb 2020 18:26:08 GMT

I hit the same issue recently in Netflix for my Q70 connected to a Pioneer VSX-822 via HDMI-ARC. I eventually switched to using Optical to the receiver and everything works great thereafter. I read in a few other forums that DD+ over ARC is sketchy at best, especially with older receivers, so will probably stick with tried and true optical for the time being. Hope that helps others struggling with the same issue.

Re: Can't switch digital output audio format on Netflix app

cleveralias — Sun, 23 Feb 2020 17:12:16 GMT

I am having the exact same issue. On the Netflix app (and only the Netflix app) for some reason, the audio format is locked into Dolby Digital Plus and cannot be changed (it is greyed out). This is was never an issue before the latest firmware. My receiver can't handle Dolby Digital Plus over HDMI and I get a terrible buzzing sound as soon as the app opens.

I would use optical, but I haven't been able to figure out how to use ARC and Optical at the same time.

Firmware version 1351.3

Re: Can't switch digital output audio format on Netflix app

Smith2020 — Sun, 23 Feb 2020 21:19:18 GMT

Exact same problem!

what is the fix?

Re: Can't switch digital output audio format on Netflix app

Toiffel — Sun, 23 Feb 2020 23:00:22 GMT

of right now Samsung doesn't even acknowledge a problem, there are sending a tech to check my tv tomorrow....

Re: Can't switch digital output audio format on Netflix app

cleveralias — Sun, 23 Feb 2020 23:46:11 GMT

keep us posted as to what they say. I contacted netflix support as well but haven't heard anything yet.

Re: Can't switch digital output audio format on Netflix app

Eric_in_HK — Mon, 24 Feb 2020 01:28:07 GMT

Just chatted with Netflix customer service describing my issue and also referring to the community chats here. They told me that the issue has been escalated to their technical team and that they're working on it (but they also cautioned that it might take days or weeks to get resolved). Given I only have the issue with Netflix (all my other apps work fine) it probably needs to be resolved on their side.

Re: Can't switch digital output audio format on Netflix app

PaulB2 — Mon, 24 Feb 2020 05:08:14 GMT

I have spoken with both Samsung and Netflix. Both blamed each other. I started with Samsung then went to Netflix. Both via live chat.

Netflix was adament that it was the Samsung TV update and nothing to do with their updates. Then I went back to Samsung who after doing a remote connection told me that my reciever was not compatable. I said this made no sense as it was working a few days ago no issue, but as soon as the 1351 update dropped everything stopped working. I also referenced the numerous other people who had different recievers than me and were complaining.

I also referenced the fact that no other app has this problem except for Netflix. The tech offered me nothing and I told him to at least send this up the chain as this problem isn't going away and is effecting a lot of people who are not happy with Samsung right now. I asked if I could roll back the firmware and he said it was not possible. I have no idea what these guys know.

All I know is that everything was working fine until someone pushed and update and now Netflix is messed. There is no reason to take away audio output options especially since a lot of content is not DD+. It is clearly an error but no one will say, yes thats a problem, we will look into it. They just want to push blame. Unreal.....

Re: Can't switch digital output audio format on Netflix app

Eric_in_HK — Mon, 24 Feb 2020 09:01:15 GMT

As in interim solution - until Samsung and/or Netflix have fixed their software problem - I installed an optical cable between my TV and my Denon in addition to the HDMI ARC connection. It allows me to switch Sound Output to Optical when watching the Netflix app (with Digital Audio Output Format preset to Dolby Digital).

Re: Can't switch digital output audio format on Netflix app

Toiffel — Mon, 24 Feb 2020 13:04:30 GMT

In my case it's not only related to Netflix, yes it's the only app affected, but I can't use my PS4 connected via the receivers HDMI/ARC I have no video nor audio signal, yes I could work around it, but i shouldn't have to, they scheduled a technician for today, we shall see, all I know is that prior to this firmware update everything worked perfect....