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Issue with Samsung Home Theater HT-J5500W - Need Help!

(Topic created: 09-01-2023 02:25 AM)
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Stella _Jonas
Constellation
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Home Theater

The problem I'm facing is related to the audio output of the system. When I'm watching a movie or streaming content through the Home Theater, the sound intermittently cuts out for a few seconds before coming back.

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Samsung_Moderator
Community Manager
Community Manager
Options
Home Theater

Hello and thank you for reaching out to our Samsung Community, and we definitely understand your concern with the intermittent sound cutting out from the speakers. It will be my pleasure to assist and I recommend trying these steps listed below:

 

1. Turn up the volume on the external device and the home theater system.

2. Verify that the correct source is set on the home theater system and TV.

3. Check the speaker connections in the back of the home theater system.

4. Make sure the speaker wires are securely attached to the speakers.

**IF THE SPEAKER WIRES CANNOT BE REMOVED, YOU CAN SKIP THIS STEP**

5. Run a speaker test
     A. Remove any disc(s) in the home theater system.
     B. Change the source to BD/DVD and wait for the home menu to appear.
     C. Navigate to Settings > Speaker Settings > Speaker Test > On.

Each speaker will emit a tone in the following order: left, center, right, rear right, rear left, and subwoofer to indicate testing. 

 

Once testing is complete and you hear the tone from all of your speakers, your home theater system is working properly. If you do not hear the tone, service is required and you can use this link to proceed with that aspect directly- https://www.samsung.com/us/support/service/

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Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Home Theater

Hello and thank you for reaching out to our Samsung Community, and we definitely understand your concern with the intermittent sound cutting out from the speakers. It will be my pleasure to assist and I recommend trying these steps listed below:

 

1. Turn up the volume on the external device and the home theater system.

2. Verify that the correct source is set on the home theater system and TV.

3. Check the speaker connections in the back of the home theater system.

4. Make sure the speaker wires are securely attached to the speakers.

**IF THE SPEAKER WIRES CANNOT BE REMOVED, YOU CAN SKIP THIS STEP**

5. Run a speaker test
     A. Remove any disc(s) in the home theater system.
     B. Change the source to BD/DVD and wait for the home menu to appear.
     C. Navigate to Settings > Speaker Settings > Speaker Test > On.

Each speaker will emit a tone in the following order: left, center, right, rear right, rear left, and subwoofer to indicate testing. 

 

Once testing is complete and you hear the tone from all of your speakers, your home theater system is working properly. If you do not hear the tone, service is required and you can use this link to proceed with that aspect directly- https://www.samsung.com/us/support/service/

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