thank you all for posting. i have been having the same issues with a tv i set up for a person with an older pioneer amp. i talked with samsung first, and they squarely pointed the finger at netflix rather quickly... then netflix pretty much said it was a compatibility issue with the pioneer amp (which is an amp circa 2011, so not incredibly old Pioneer VSX-521-K 5.1-Channel 3D Ready A/V Receiver ). the samsung tv in question is a un65ru7100fxza.
here's the transcript of the talk i had with netflix on the 12th of march...
You: on a Samsung un65ru7100fxza 4k smart tv that is attached to a dolby atmos receiver,
ONLY the Netflix app (hulu and amazon apps sound fine) sends a weird popping sound to the receiver.
this is from the start of loading the Netflix app, so even before any movie gets loaded, it makes
this weird sound that doesn't go away. if we turn off the receiver, and play the sound thru the tv's
built in speakers, sound is fine.
Andrie Netflix
This means that the Netflix app may not be compatible with your Dolby atmos receiver
Andrie Netflix
Sorry i had to read your concern
Andrie Netflix
We dont have any settings on our end that can allow you to control or correct it
You
it's strange, because the first time we used Netflix on that tv, it seemed to be working, but now it has the
sound issue after about a week... here's another bit of information. there's a bd player attached to the same tv,
and Netflix works perfectly thru it.
Andrie Netflix
Well im looking at 2 possibilities
Andrie Netflix
One is something on the D atmos box got changed and thats why you are getting this issue now
Andrie Netflix
or its a possible compatibility issue
Andrie Netflix
Both of which we cannot check from our end since as i have mentioned we have no settings for it on our app
Andrie Netflix
Our system goes by what it detects automatically
Andrie Netflix
I wish i can give you more insight on this but its difficult to troubleshoot it if its working properly with other
devices
You
did I mention hulu and amazon, which originate form apps in the same tv as Netflix, work flawlessly?
is there any app update in the works that might fix this issue?
Andrie Netflix
But they are different apps
You
understood
Andrie Netflix
Im truly sorry i really wish i could help you find out whats wrong with it =(
You
ok, I understand. my question remains: might there be a Netflix app update in the works that fixes this issue?
Andrie Netflix
Good question
Andrie Netflix
We are constantly making updates to the app to make it compatible with as many devices as possible.
You
if I send you the make and model number of the receiver in question, might that help?
Andrie Netflix
I can definitely take note of it on your account and our team scans our chats regularly =)
You
well, it's not my account that has the problem, it is a customer's.
Andrie Netflix
Its okay we can still take note of it
Andrie Netflix
The account will just be a reference
You
give me a minute to find that make and model.
Andrie Netflix
Sure
You
the component in question is a Pioneer VSX-521-K 5.1-Channel 3D Ready A/V Receiver
You
and now that I think of it, when we first tested Netflix on the tv, the receiver WAS NOT attached,
so you are prolly right that this was a problem with compatibility with that receiver.
Andrie Netflix
What kind of cables do you use between the tv and the receiver?
Andrie Netflix
We might as well take note of it =)
You
an hdmi cable, I bought a newer one at least hdmi 2.0, maybe 1.4
Andrie Netflix
Thank you
You
pretty sure it was 2.0, I can check if it matters
Andrie Netflix
We would appreciate it if you would
You
ok, hold on.
Andrie Netflix
Okay
You
hello?
Andrie Netflix
Hi there
You
hi, sorry, I cannot find the cable type I bought... but can you tell me, if I change to a newer hdmi cable,
then maybe Netflix sound will work?
Andrie Netflix
I cannot guarantee it but there are different HDMI cables and some work better than others
Andrie Netflix
i would recommend you test it first before buying it
Andrie Netflix
No sense in purchasing something you are not sure will work
You
right, I understand. I guess that's my next thing to try, either changing the cables around till it works,
or just getting a brand new one of the latest design to see if it fixes it.
Andrie Netflix
Do you need any other assistance from me?
You
that's it, I appreciate you helping me out.
the new 2.1 hdmi cable, of course, didn't do anything. at the same time i installed the cable, i noticed a new firmware was available from samsung. "thank goodness" i thought, thinking this is bound to fix the issue. happily restarted the tv after installing 1356, but NO... audio problem just like the guy who posted the video earlier in this thread (i wasn't aware of this thread until today).
i have been writing pioneer (now onkyo) about the problem, and they were assuring me if i bought their vsx-934 amplifier, it would work with netflix... but that was before i questioned them about if they had tested it with this model samsung tv. still waiting on their answer to that. i would say they prolly haven't.
it's especially discouraging that both netflix and samsung did not come clean on this known issue back in the middle of march when i had the chats with their support.
let's all cross our fingers that they get their act together with the next firmware update.
