TV Audio not output when switching between external devices.

[swez]

I have a QE65Q90 Tv with PS4 and other external devices, over the last 8 months i have had issues with the audio cutting out from these external devices. 

the external devices are connected to the TV directly, using all new high quality HDMI cables. the audio is output from the TV to a Pioneer reciever through optical. 

when switching between external devices the sound for the device is lost.

for example when switching to the PS4 audio is played by the TV for 1-2 seconds until the TV changes from "movie" to "Game" mode, then no sound is passed through to the tv. 

even when changing the audio output from "optical" output to "TV Speakers" i still cannot hear sound, but i can hear the sounds of the menu. its like the TV is cutting out the input signal. i have also noticed that the audio output is fixed to PCM and im not able to change to Dolby.

the only way to resolve this seems to be to turn the tv off at the power socket then re boot. The audio from the external device works again. 

[MartijnK]

Hi @swez, good morning.

When you go to Settings > Sound > Expert Settings > Digital format for sound output, can you adjust this to passthrough? 

To check whether this can be solved, we also have the option to watch with you remotely. You can then make an appointment for a Remote Assistance session, one of my colleagues will call you back and watch with you remotely. My colleague can also make an adjustment or change where necessary. Look here for more information: https://bit.ly/2OhhbuU

Kind regards,

Martijn

[swez]

Under expert settings> Digital Output Audio format, tne options i have are PCM, dolby digital, (dolby digital + is greyed out). typically the setting is always set to dolby digital. 

at the point when the audio stops working the above "dolby digital" option is also greyed out. 

i have noticed that i can be watching from a source with Audio all ok, turn to TV, then back to the source and now the sound no longer works. 

following a hard power off at the socket this normally soves the issue for a while then it will happen again but only when switching between TV and external devices. 

[MartijnK]

With the link I've send you earlier you can make an appointment voor remote support, so my colleagues can take a look at the settings of your TV 😇

[Rosseroony]

Hi, did you resolve this? I have the same problem and it drives me mad. Please post the answer here.

[MartijnK]

Hi @Rosseroony, good afternoon.

What do you experience? ANd what is the model number of your TV? What have you connected with the TV? Did you try something already to resolve this?

Kind regards,

Martijn