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Samsung TV Q70A Bluetooth pairing crash with sony headset wh-1000xm4

(Topic created: 01-18-2023 07:35 PM)
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plum117
Cosmic Ray
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QLED and The Frame

Hi, for around a week now, I can no longer pair my Bluetooth headset Sony wh-1000xm4 with my Samsung TV Q70A. I was using the headset nearly daily even though it was not perfect, it was working. 

Now, each time I try to pair with the TV, I select the device, and it starts the pairing process just when I think it is working; the pairing crash on the Sony and the device is no longer paired.

STR:

  • Open the TV, go to SmartThing's quick menu, and I can see wh-1000xm4
  • I hold the pairing button on the Sony until I hear 'bluetooth paring'
  • On TV (SmartThing's quick menu), I select the wh-1000xm4
  • I see the TV writing connecting, then connected
  • In the Sony headset, I hear 'Bluetooth pair....'. and then crash
  • The crash seems to be the voice staled at the end of the word paring saying 'ingggggggggggg'

The sony works well on other devices like computers (windows, mac) or bose speakers and phones (android, iPhone), so I guess something changes on the TV.

Please, I know SmartThing is a different department, but please be smart and forward it internally not to make me waste my time

I have found a workaround, it is not working 100%  of the time but often:

  • Hold the power button of the TV remote so it close and also restart while still pressing the button
  • Pair the headset right away
  • Open Netflix after
  • I was able to pair it 3 times yet this way.

Second workaround (faster than the first, credit to @TargetPriority there

  1. Go to setting > General > Accessibility > multi audio output
  2. Click on Multi-output Audio if nothing is appearing
  3. Select you bluetooth device then click connect
  4. Audio work in the bluetooth device

Note: The only disadvantage is that you can't use the TV remote for the headphones' volume control 

Thansk also to @vustinas that shared it even before but did not saw it!

 

In conclusion, if you also encounter the problem, please escalate it to Samsung support; the more users report it, the more it will get attention!!!!

@Communityuser3049203 By counting US & CA post, we have around 40 persons reporting this issue, can we have any help on this? Or any statement or update?

Reported Sony model related to this problem:

  • WH-1000XM5
  • WH-1000xm4
  • WH-XB910N
  • WF-1000XM4 (Fixed with Sony firmware update (v2.0.0)
  • WH-CH720N

Other TV model affected:

  • AU800055
  • AU9000
  • QE55Q60AAUXXH
  • q800
  • 55Q80A
  • QE55Q80AATXXH
  • 90AA85
  • QN65Q80
  • QN75
  • QN900A
  • QE65QN90AATXXH
  • QN94aa

Last update (Feb 3): Sorry guys, I spoke with support 4-5 times, always the same result, they escalated to a higer team said I will have response after 5 days and I'm left to hangup on waiting for replies. Samsung, I lost faith in you, if only you would let my effort knows it is taking into fixing the problem I would consider contnuing buying your product, now I start feeling you are not worth it. This is the last time I put effort enhancing Samsung experience.

BTW, support is making a joke of redirect me to a clear your cookie image when I tried to push for more information. This is a disgrace!!

 

 

 

 

 

 
 
 

 

 

 

 
72 Replies
inkassso
Constellation
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QLED and The Frame

Same issue on my side, having a QE65QN90AATXXH. I too am on FW T-NKM2DEUC-2111.1, even though I don't remember seeing an update message. But ever since November/December 2022 I cannnot connect my Sony WF-1000XM4 (the earbuds), the crash is almost instant afterwards (the earbuds and TV both acknowledge the pairing was successful).

I was advised by support to disconnect my TV from power for at least 30m to let the circuitry inside completely discharge, but that didn't really help, it only took longer for the headphones to crash (at least finishing their sentence). Waiting to escalate the issue...

 
 
pefp
Astronaut
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QLED and The Frame

Hi, I have the exact same problem with my WH-1000XM4 headphones, it was working rather well (although with a slight delay after a while when connected) until around November or December last year. Now, it crashes my headphones when connecting them. Glad to see I'm not the only one concerned.

CAS1
Constellation
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QLED and The Frame

I have encountered the same issue with my Samsung TV and Sony headset.  The connection problem started in December 2022 after several months of working perfectly.  I haven’t had any luck finding any help from Samsung.

SpicyTyphus
Astronaut
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QLED and The Frame

I have this exact same issue on my TV after updating to the 2111.1 firmware. Samsung support refuses to even hear me out on the issue because other devices will connect so they blame the Sony XM4 headphones. These devices worked together perfectly until the bugged firmware update and no amount of resetting, power cycling or fiddling with the self-diagnosis and maintenance functions helps the issue.

Absolutely ridiculous how this issue is being ignored and how I've been spoken to by the Samsung representatives I've interacted with thus far. I am doing everything I can to steer friends, family and social media followers away from Samsung products until this issue is resolved.

 

 
plum117
Cosmic Ray
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QLED and The Frame

Anyone listening to the thread:

Best workaround (faster than the other, credit to @TargetPriority there

  1. Go to setting > General > Accessibility > multi audio output
  2. Click on Multi-output Audio if nothing is appearing
  3. Select your Bluetooth device, then click connect
  4. Audio work in the Bluetooth device

Note: The only disadvantage is that you can't use the TV remote for the headphones' volume control 

Thansk also to @vustinas that shared it even before but did not saw it!

 

 

 
vustinas
Asteroid
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QLED and The Frame

Thank you for writing this workaround with step-by-step instructions. I suggested this workaround a month ago , but because it didn't have clear instructions, probably no one noticed it 😄

plum117
Cosmic Ray
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QLED and The Frame

If only I would have seen/read it correctly, I would have 1 month less of a nightmare connecting my device lol!

Thank to have share it with us!!! Hope some saw it and made their life easier and faster them mine lol!

 

 
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BlipSqueek
Asteroid
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QLED and The Frame

I have the same issue but with the XM5, which I bought yesterday to use with my television.

 

It connects wonderfully to all my devices (its compatible with, the ps4 pro for instance isn't, no clue as to why not) but not my Samsung Q70A (2021) tv, it crashes the headset. It can only connect by connecting to my phone, then connecting to my tv using 'Multi-out Audio' in the accessibility options, everytime I want to connect, I haven't had time to properly test and compare the sound quality this way. After reading up on this, this is a thing that started in december 2022 after the 2111.11 update (may have misspelled the update number).

Samsung_r5UuYbA
Asteroid
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QLED and The Frame

Thank you. Your second work around worked for me.  My Sony headphones sound just like they did before the Samsung update of Dec. 2022.  The bad bad news is I have to go through the whole workaround every time I want to use the headphones.

So, Samsung, It's not Sony's problem.  Please give an educated reply to this post.

 

 
Wavefront
Astronaut
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QLED and The Frame

Exactly the same here. Since the Sonys work on any other device I own the Samsung frame is going of the wall and back to Samsung. What poor customer service! Actually I was always sad I didn't got a LG OLED instead...