Original topic:

Q-Symphony Out-of-Sync with Atmos Content on S95B and Q990B

(Topic created: 10-16-2023 02:28 PM)
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Jim-Jam
Cosmic Ray
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I've seen a bunch of folks with semi-similar issues, but haven't been able to resolve this problem.

Got the S95B TV and Q990B Soundbar in Sept '22. I found this forum post, which was super helpful in getting everything configured properly for the best-quality video and audio:

https://www.avforums.com/threads/samsung-tv-s95b-and-soundbar-q990b-settings.2420641/ 

However - more recently, I have been experiencing really bad sync issues when using the 'TV + Soundbar (HDMI-eARC)'/Q-Symphony setting playing anything Atmos. With just 'Soundbar' selected, everything sounds perfectly normal, and really good. The moment I turn on Q-Symphony, it's like someone put a massive reverb/echo effect on the audio output, sometimes to the point where it's so un-listenable that we have to turn the entire system off/on to try and re-sync everything. Which doesn't really ever sustainably work.

I am experiencing issues only with Atmos content. Latest Firmware on both the TV and Soundbar.

When I play something with Q-Symphony on that's 5.1 surround, it all plays as expected. No delay.

I normally am using an Apple TV 4K, but tested with Disney+ on the Samsung built-in apps. Same issue, so it's not connectivity with the Apple TV.

Just got a new HDMI 2.1 cable for the eARC connection of Soundbar > TV. All HDMI inputs are to the TV directly, not via the Soundbar.

All settings are set up properly on the TV... it's just this sync issue.

If I mess with the delay (either on the TV or the Soundbar), I have to set it at 200(ms) in order for the audio between the TV and Soundbar to be synced up for Atmos content. But then the video/audio sync is off.

What's bizarre to me is that the Soundbar technically is getting the sound info after the TV (since the signal is going into the TV then to the Soundbar via eARC), yet the TV audio output is the thing that is delayed, while the Soundbar is correct.

Just had Abt out here (where I purchased the system), and they didn't see any problems with any setup/connections. They're going to reach out to Samsung and see if they have any firmware addressing this issue that isn't public yet.

Has anyone else experienced this or found a solution? At the moment, the best I've gotten from anyone is "turn off Q-Symphony for Atmos", which kind of defeats the purpose.

**I haven't had the energy to call Samsung customer service yet, because I can only imagine what that process is going to be like... trying to explain this highly technical issue to people who are going to tell me to turn it off/on and do factory resets.

 

Some of the other forum posts that I've already checked out on here:

https://eu.community.samsung.com/t5/audio-video/q-symphony-issues/td-p/4064323

https://eu.community.samsung.com/t5/audio-video/hw-q950a-and-q-symphony-sync-with-ue70au7100/m-p/664...

https://eu.community.samsung.com/t5/audio-video/q-symphony-played-through-wi-fi-instead-hdmi-earc/td...

https://www.samsung.com/us/support/troubleshooting/TSG01110022/

https://us.community.samsung.com/t5/Home-Theater/Q90T-Audio-Drops-With-Atmos/td-p/1279618/page/2

Gflo
Constellation
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Adding on... Same issue, just hooked up new TV and sound bar and that delay/echo is pronounced and disappointing 

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Members_4iWzLVB
Astronaut
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Same echo issue here. 

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Jim-Jam
Cosmic Ray
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@Samsung_Moderator this has been going on for months and months now, and I haven't heard anything back from anyone.

Is this actually being looked into? My current "solve" is disabling Q-Symphony for Dolby Atmos content, but that's a pretty unfortunate solution considering Atmos on this system plus Q-Symphony is the whole selling point.

Please reply when you can.

Jim-Jam
Cosmic Ray
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Home Theater

For anyone following this thread, I reached out privately to the @Samsung_Moderator and got this reply:

Hello! Thank you for reaching out! We have our engineers looking into this issue and will reach out once we have a solution, my apologies for the inconvenience. 

Similar to what was said back in June, so I replied back and haven't heard since.

aaronbr
Constellation
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I've had the same issue with a QN75Q60BA and a Bose soundbar.  I've seen the same issues reported with nearly every Soundbar brand.

Samsung support sent technicians a month ago, they deemed it a software issue that only Samsung can fix.  Since then I've been a stuck in a circle with Samsung support escalating to the same service center over and over.  They also refuse to admit they've heard about these issues before, the many forum posts though make it clear that a lie.

At this point I don't think I can escalate to Samsung engineers or corporate.  I'm hoping they'll provide an audio receiver (which I've heard can work via bypassing the T.V. for audio) or a refund for the defective product (false advertising support for HDMI eARC and Dolby Atmos).  But given my track record with support this far it seems unlikely.

Seems there's enough of us with this issue though, maybe some group effort could make Samsung finally respond.

Jim-Jam
Cosmic Ray
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@Samsung_Moderator any word on this? Seems like it's a known issue on your guys' end now.

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Samsung_GIFjqtG
Astronaut
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I will chime in...  HW-Q600B and Samsung QN65Q80TAFXZA delay with Xbox Series X and programming on Roku also... Come on Samsung... i don't want to have to return everything...

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usercvsabW6Rer
Asteroid
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Have you folks done the "Device care" under settings - support - Device care?

This worked for me.

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Jim-Jam
Cosmic Ray
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I tried that just now - said everything was fine and still getting weird issues with Q-Symphony and anything Atmos 😕

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Zhspence
Constellation
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Same echo issue here too. I have S95b and q990b soundbar and when qsymphomy is on everything sounds like everyone is in a large church. I notice it more so with Dolby atmos content especially when gaming on ps5 with it set to Dolby atmos audio. Only resolution I found was to turn Q-symphony off. Which is annoying but it sounds so weird with it on and playing atmos content it’s like vocals are being pushed through the tv speakers all over rather than centre channel on soundbar giving it that horrible echo sound

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