Sound cutting out on Samsung QE65QN900C tv

[Members_8LnTyRd]

I have recently purchased the 2023 Samsung QE65QN900C tv. Right from the initial set up, when the Connected Source is set to 'TV' or some of the apps, like Disney+, the sound cuts out through my Denon AVC-X4800H 8K Amplifier every few seconds.

However, if I set the Connected Source to 'External Device', which is my Denon Amplifier, there are no sound drop outs to my connected devices, like Sky Q and my Blu Ray Player.

I have a 1.5m AudioQuest Pearl 48 HDMI Cable which is connected to/from the eArc ports from the one connect box to the Denon Amplifier. I have tried changing the HDMI lead, resetting the sound, turning the power on/off, turning Anynet+ (HDMI-CEC) on/off, but the same issue continues.

The sound settings on my tv are as follows:
HDMI-eARC Mode is set to Auto and the Digital Output Audio Format is set to Auto.

On reading the E-MANUAL, it states there are 2 options for the Digital Output Audio Format, these are Auto and Pass-through.
However, I have 3 options on my tv, these are PCM, Auto and Pass-through but Pass-through is disabled.

I can resolve the issue if I the HDMI-eARC Mode to 'Off' with the Digital Output Audio Format set to Auto, and then I can receive DD+ + DSurr om my amplifier for the tv signal and Dolby Atmos for the Disney+ app.

I can also resolve the sound cuts outs by setting the HDMI-eARC Mode to Auto and the Digital Output Audio Format to PCM.
The issue I then have is I then lose DD+ + DSurr for the tv sound and there is no Dolby Atmos for the Disney+ app.

I have raised this issue with the Samsung technical support team, who have informed me that the tv is working correctly which I found quite staggering. I even provided a 15 second video of the sound cutting out, which was also dismissed by the Samsung technical support team.

I am currently running software version 1220.8 and the software on my Denon Amplifier is up to date as well.

Any ideas on how to move this issue forward, thanks in advance.

[cortex_shield]

@Members_8LnTyRd  I have the exact same issue with a QN900C and a n older Frame TV. Also, another user have an issue with an another Samsung TV Re: Samsung QN900B eARC problem with Denon AVC-X4800 - Samsung Community

Guess, there is an incompatiblity issue.

[Members_8LnTyRd]

Hi, thanks for letting me know, it is appreciated.

[ConnorMac]

I have the same issue on my Q55S95B tv, I have been on with the support team on 3 occasions but the problem returns after a few days.  

[BrizzleRocker]

Please see https://eu.community.samsung.com/t5/tv/qe55s90-with-hw-s800b-sound-cutting-out/m-p/9523461#M94081 as there are known issues with the TV firmware

[bati]

I have the same issue with my QE7790CATXXH connected with Yamaha Rx-V483.

Sounds cuts randomly once using HDMI and Dolby Digital Plus.

It started with new firmware upgrade. I have this TV over 6 months and it worked Perfect until now.

[amoreilly00]

• I have the same issue with the QN65S90CDFXZA output to a Yamaha A6A.  All other conditions are the same: e-arc set to auto and sound output set to auto.  The sound cuts in and out.  But if I have the sound output on the TV set to PCM then no cutting out but also no Dolby Atmos sound.  I seem to only have the issue when using the Paramount plus app.  I have not called Samsung because it seems the customer support is less than average.  Which is unfortunate because I am a Samsung person TV, S24 Ultra, Watch 6 classic.  It is NOT the hdmi cable because I can use the exact same cable with my blueray player and the sound is flawless.