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Original topic:

Netflix sound not working on UE50NU7400 with digital output

(Topic created on: 07/03/20 14:11)
Alan2018
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I've had a Samsung Smart TV linked via an optical out cable to a Marantz CR610 hifi system for 4 years and everything worked OK, including Netflix.

 

The old TV gave up the ghost, so in September I bought a new Samsung UE50NU7400 4K TV, connecting it exactly the same way as the old TV.

 

The sound from the TV to the Marantz system works fine, just as before, whether the content comes direct from the TV or from the Sky box which.  The one probem is Netflix.  Netflix works fine through the TV speakers, but if I switch on the Marantz system the Netflix app carries on playing the picture, but no sound comes through the optical out cable to the Marantz system - we just get silence.

 

It appears to be a weird aspect of the Netflix app, but since it worked on the old Samsung TV it seems odd that it's stopped working on the new one.

 

Anyone have any ideas?  Thanks.

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Alan2018
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I contacted Samsung support and they sent me this set of instructions.  Don't know which part worked, but by the end I was getting sound out through my Marantz system again when using the apps.  Initially I had to manually switch audio from TV to the Marantz system in the app, whereas I didn't just using the Sky box.  But then I turned the TV off and on again, and suddenly it switched automtaically again, just like my old TV.  So here's what they sent.

 

1. Plug in then power the TV and Marantz system on.

 

2. Set the function mode on the Marantz system depending on the optical connection that it has with the TV.

 

3. Press the 'Home' button on the TV remote, select 'Source', and choose 'TV'.

 

4. Press the 'Home' button on the TV remote, select 'Settings', and choose 'Sound'. Select 'Sound Output' then set it to the 'Audio Out/Optical' or the option pertaining to the Marantz system.

 

5. Press the 'Home' button on the TV remote, select 'Settings', and choose 'General'. Select 'Network', choose 'Open Network Settings', and establish the network connection. Choose 'Network Status' then cancel the network authentication, select 'IP Settings', and choose 'IP Setting' then set it to 'Get Automatically'. Select 'DNS Setting' then set it to 'Enter Manually', enter '8.8.8.8', and reconnect the TV to the network.

 

6. Press the 'Home' button on the TV remote, select 'Settings', choose 'Support', and select 'About This TV' then get the complete software version code.

 

7. Perform the Smart Hub reset.

 

        7.1. Press the 'Home' button on the TV remote, select 'Settings', and choose 'Support'. Select 'Self Diagnosis', choose 'Reset Smart Hub', and enter your 4-digit PIN (Default PIN: 0000). Finish the Smart Hub setup.

 

8. Press the 'Home' button on the TV remote, select 'Apps', and search for the Netflix and Amazon apps. Download each app then check the 'Settings' option to confirm the audio format and sound settings.

 

9. Press the 'Home' button on the TV remote, select 'Settings', and choose 'Sound'. Select 'Expert Settings', choose 'Digital Output Audio Format', and set it to the appropriate format. If you use a receiver that does not support Dolby Digital Plus, you will hear no sound if you select Dolby Digital+.

 

10. Play a content to check the sound quality.

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133 REPLIES 133
Cornerz
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Samsung doesn’t seem to care. I spent two hours on the phone with tech support, abs another two on chat the other day, and in the end they are telling me that
“ We would like to inform you that, as the sound works properly when the sound bar is connected to Optical cable, there seems to be no issue with the TV. We also recommend to connect the external devices via Optical cable to have best sound output from apps. ”

Complete bs answer.
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jensta
Explorer
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They are wrong about the optical cable. I have this set up as a back up and it isn't working either! (Having said that, I've just tried to see if my optical works with Foxtel and it doesn't either so that might be my set up issue rather then a firmware problem) 

The only way I can get sound through Netflix is by selecting TV speaker as the Sound option on the TV but obviously that isn't using the surround sound. It's disappointing to read Samsung  don't seem to care. I read a post earlier in this thread that said the Netflix technical support team are aware. Given it is impacting the use of their product to a huge amount of users no doubt, let's hope they have some influence in leaning on Samsung to get it resolved quickly. 

Mchief117
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Same problem here.   Samsung q80, with denon x2500 receiver.  connected via hdmi / arc.  Netflix worked via smart app a few days ago.  Now I only get the sound from the cable.   When watching TV, the digital output is PCM (everything else is greyed out).  When watching netflix or other apps, the digital output is Dolby Digital (everything else is greyed out).   I looked for options in my receiver, but nothing appears to be relevant.   I havent contacted Samsung yet.  But, seems they havent been much help to everyone here.  

Spider689
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I have contacted Samsung Support (Mar 6).

This started for me 2 weeks ago.

Short version, the problem is with the app (Netflix) which is not controlled by Samsung. Samsung just releases the update on Netflix's behalf. They recommended I contact Netflix with the issue.

 

Samsung RU8000 TV.

Yamaha RX-V585 receiver.

 

Netflix has provided at the end of Feb 2020 a software update that is causing PCM output sound issues with multiple Samsung TV models while plugged into various brand receivers.
As soon as the TV detects a device connected via HDMI that is Dolby Digital (Perhaps specifically  DDAtmos) compatible, the TV greys out most options under Sound Expert Settings, blocking PCM output, and forcing Dolby Digital +.
This problem is NOT found in other apps (YouTube, Disney+, etc.) it is ONLY while Netflix is running, and while the DDAtmos HDMI device is connected.

 

jensta
Explorer
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Thanks for that update. I think (hope) Netflix are aware and hopefully working on a resolution to this. If anyone on the thread has any update from the Netflix side, can you post!
nicknothappy
Apprentice
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Wow I am sooooo happy to find out that I am not the only person suffering from this issue. I have a Q60 with oldish AV amp attached via ARC HDMI and I also have the greyed out options and scrambled sound when watching Netflix. I have contacted Samsung 4 times, Each time I have been told to power cycle, reset the Samsung hub change my HDMI cables. Jump through hoops. I have wasted hours with them. I told them there must be other people suffering from this issue. I was told that It only seems to be me. Maybe it is my old AC amp. Anyway it appears Netflix and Samsung are aware of the problem.

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Cornerz
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@Spider689 wrote:

I have contacted Samsung Support (Mar 6).

This started for me 2 weeks ago.

Short version, the problem is with the app (Netflix) which is not controlled by Samsung. Samsung just releases the update on Netflix's behalf. They recommended I contact Netflix with the issue.

 

Samsung RU8000 TV.

Yamaha RX-V585 receiver.

 

Netflix has provided at the end of Feb 2020 a software update that is causing PCM output sound issues with multiple Samsung TV models while plugged into various brand receivers.
As soon as the TV detects a device connected via HDMI that is Dolby Digital (Perhaps specifically  DDAtmos) compatible, the TV greys out most options under Sound Expert Settings, blocking PCM output, and forcing Dolby Digital +.
This problem is NOT found in other apps (YouTube, Disney+, etc.) it is ONLY while Netflix is running, and while the DDAtmos HDMI device is connected.

 


Good luck getting Netflix to care. They outright told me that they don't make the app, Samsung does. When I pressed the issue, I was asked if I can access Netflix on my other devices. When I said yes, their  reply was literally "is there anything else I can help you with today?"

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Macstinator
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This isn’t true. At all. I have 2 identical models. Both have the latest Netflix app. One has the 1352 firmware and doesn’t work. One has 1351 and does. This isn’t Netflix, as the Netflix app dates to Jan.
Eric_in_HK
Explorer
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Just wondering - how did you get the 1352 update? I have been trying to update my Samsung manually and via auto update, but no update to be found (I am in Hong Kong but that can hardly make a difference, I would think).

 

Anyway, sounds like it's the Netflix app not playing nicely with the Samsung software update 1351 and beyond. I have been switching to Optical whenever I use Netflix to get some sound out of it, which is obviously not very elegant.

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nicknothappy
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https://photos.app.goo.gl/YsJDd6bbXrBExC7CA

 

Here is a video of my frustrations....

 

I think we are all having the same problem...

 

Don't judge me my wife watches that show...

 

 

Nick

jensta
Explorer
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I am inclined to agree with you that it is the Samsung update and not the Netflix app that we see on the TV but I've just had a thought to completely validate this. 

 

Just like we can all check what version of an app is on our phone, we should all check what version of Netflix is on our TV - if we all have the same version and we find out when that version update was released, we can narrow down whether it's the Netflix app on the TV or the Samsung 1352 update that broke our sound. 

At the moment we know 1352 was released at the end of Feb (I'll try and recall the exact date if I can) and seems to have caused the issue. Let's check the Netflix app version on the TV and try and find out when that was last released onto the Samsung.

 

If it was earlier, then 1352 broke the sound.

If it was later, Netflix broke the sound. 
 And if it was the same timeframe - then we will not know the answer 😞 

 

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jensta
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I've just read this after my last reply to someone else. You have validated what I suggested we do. Check the version of the Netflix app and try and see when that was released. If you are saying the Netflix app version hasn't changed across firmware updates, then totally agree that it's Samsung's issue. i don't understand why they are not taking accountability for this !!! 😞 

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sirdir
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regarding validating whether it's the app or the firmware. I doubt the App would be allowed to block the settings page. 

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jensta
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I've just had one more thought. We have only just purchased our new Samsung TV in January. I'm going to go and complain to the retailer about this and see if they can't also put some pressure on Samsung. A big retailer with customers complaining about the product they have bought doesn't help them so they might log the issue with Samsung as well. 

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jensta
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@Macstinator   - I'm a bit confused by your post now actually having read back through all the thread including my post from a week ago where everyone is talking about 1351 as being the issue, not 1352. 

It was 1351 that broke us all. So I'm wondering how you are working on 1351? That means the issue is not consistent.

 

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Jimt1000
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Same problem here. Was working fine a few weeks ago last time I used the Netflix app. Now I can't set the audio output to PCM when watching Netflix. Please let us know when a solution is at hand. 

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AndyR954
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Ok,i posted here ages ago so i'll update. It's actually working fine with me now but if i channel hop on Netflix and no sound is played,my soundbar switches itself off 🤔

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Infernocs
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Same problem here, contacted Samsung and they had me through the on/off, switch cables, stand on your head, sacrifice a 13-yr old virgin etc. Routine then they blamed netflix. Same ***** routine there and they said they have to escalate it to their technical team. Nobody even listened when I said the problem is either tizen or the netflix app is forcing dolby+ and my receiver cant handle it. 

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DAT84
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Same problem here on Q70R with a Pioneer receiver. Had this issue before, but was able to change settings from Dolby Digital+ back to Dolby Digital. Now, like everyone else, it is now grayed out. Told the customer service agent this about ten times during our conversation tonight, and a half hour later after changing this and resetting that, nothing is fixed. However, I am glad that I'm not the only one. 

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Greg0
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Hello, I have the same problem on QE65Q60RA and Denon receiver, from Polish support get information that Samsung know this issue and they prepare 1359 update that fix this.

jensta
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Thanks for this update! That is very good news and the first acknowledgement from Samsung that many members posting here have seen/experienced!
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