17-05-2020 12:35 PM - last edited 17-05-2020 01:30 PM
Got the Bar brand new two days ago and running into a problem. every content which is able to channel the center speaker will get the distorted sound, other speakers seem fine. Only center is having a problem. Stereo mode sounds excellent though. But with DD or Atmos, the problem is there and unacceptable. The dialogue sound from the center speaker is very much cracked and distorted, sometime it's not that much but it is defenitely there.
I dont know if this is because of the new firmware or not, because I updated the soundbar right after unboxing without any prior test.
Could you guys please kindly test your system and see if there is any problem regarding the above issue. I've been playing the configuration, set up, changing the cabel all day all night... ending up scratching my head and the problem is still there. With all the hassling I've been thru, I'm thinking about returning it now.
PS. Contacted the Shop and they agreed to change the new one within a week..but I'm just afraid that the new one will get this kind of problem as well. T_T
24-11-2020 12:03 PM in
I experienced the same with the customer support, basically return it or send it for a repair... I already returned one soundbar (at my expense I might add) - a completely different model - surely the evidence is mounting that this is a more global fault... can someone at Samsung please pass this on to someone technical who designs or tests the soundbars to actually plug it in and do a real world test. It's no good hooking it up to some complicated audio test facility checking frequencies etc - USE A PERSON TO ACTUALLY LISTEN TO THE SOUND AND CHECK THAT IT IS CLEAR - because I assure you IT IS NOT
24-11-2020 04:47 PM in
This is definitely a design fault with the product. I really hope someone technical at Samsung picks this up and escalates the issue. What would be reassuring is if Samsung customer support says that they know about this is an issue and it would be resolved in the next firmware update. Instead they said there is something wrong with the item I had - the response from me was, surely two products can't produce the same fault and it must be a design fault.
I did write a review on the Samsung website about the product and said there is a design fault with the item at lower volumes - but guess what - MY REVIEW WAS DELETED - why would they do this?
24-11-2020 05:00 PM in
we are going out of our way to help Samsung, you'd think someone would at least acknowledge us... We could/should have just returned the item and bought a different brand. Please Samsung, listen to your customers, acknowledge the problem and let us know you are working on a solution - that is all we ask.
06-12-2020 10:20 AM in
UPDATE - I noticed Samsung released updated firmware for HW-Q60T (ver 1003.6 released 27/11/20) and tried it. It seems to have resolved the distortion problem! I checked the Q90R page and there was a new firmware version released on 19/11/2020 so maybe also fixed.
firstly, thanks Samsung for fixing the issue. I had faith that you would in the end, even if it took too long for many people.
secondly, it would have been nice to have been contacted or some information put out on the website somewhere about the issues and how they were resolved, it was only by chance that I checked the website to find the updated firmware
06-12-2020 10:56 AM in
Thanks for the update and I’m glad that Samsung has finally fixed the distortion/muffled sound issue at low volume. Like you said, it would of been great if Samsung had identified that this issue has been resolved. Quick question, how did you apply the firmware update? Was it by adding the file to a USB stick and then changing the sound bar to USB? I did this previously and the sound at kept saying “no data”. I did download the SmartThings app, but the app couldn’t find the sound bar. I know this is the easiest way to apply any firmware updates.
06-12-2020 12:42 PM in
I don't think the Q60T is compatible with smartthings so yes the USB method. I tried two different USB sticks, the first one didn't do anything, I presume it is the way the disk is formatted. I used my most modern USB stick in the end (probably NTFS rather than FAT). I think there is a step missing from the Samsung instructions anyway, as you say - "Change the soundbar to USB input" was the missing step. So all in all, put the .BIN file from the zip file in the root folder of the USB drive (I had nothing else on the drive at all). Turn the soundbar off, unplug all of the HDMI cables (just in case that makes a difference!), plug in the usb stick, turn the soundbar on and switch it to USB... at that point the update started for me and it showed a % complete on the display - it was quite quick. Probably less than a minute and it switches itself off. Then do a reset (by holding down the play/pause button for 5 secs). It will show INIT and then switch off again. That's it complete and you can replug everything in and turn it on.
07-12-2020 10:36 PM in
Just bought a brand new HW-950 9.1.2 and 75" q95 TV. Experiencing the the excact same problem as others here. Little or no center volume in all modes.
Feels like i just burnt $1500, as my expections are devastated. I had several samsung TVs, and they all has been great. But this top-of-the-line testwinner soundbar has made me have second thoughts about samsung's QC. Why would they realease this $$$$ soundbar with such a critical software error???
08-12-2020 07:39 PM in
Thanks so much for your reply - I can confirm the latest firmware update has resolved the muffled/distorted issue. The reason I had trouble with the USB update not working is because the USB stick was in FAT file format. Once I reformatted the USB stick to NTFS and placed the .bin file in the root of the USB stick the update was successful. Thanks again for your instructions and help
07-02-2022 06:45 PM in
I believe I have found the issue and just put it here for future reference.
I had the same issue and couldn't understand why it's happening.
After going through the settings I found that the night mode is to blame!
Just turn off night mode and you will get great sound!