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Samsung TV Sound Drops for 1-2 seconds every hour - Q95TD with One Connect Box

(Topic created: 02-05-2024 03:46 AM)
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The Engineer Dad
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I have been through all the possible troubleshooting options, update TV, HDMI test, Reset TV to Factory Defaults, Change HDMI cables, check different ports, replaced external devices, turn off power at the main plug and wait hours.

I now believe there is some sort of defect with the One Connect Box. Any device connected via HDMI on the One Connect box seems to have this issue. After about 45-60 minutes of watching anything, the sound cuts out for a couple of seconds and come back.

I have various devices, PS5, Nintendo Switch and Fire TV Stick, also a new Samsung Soundbar (Q930C). When any device is connected via the HDMI on the One Connect box and plays through the TV or the sounds bar this sounds issue occurs every hour, pretty much guaranteed, the sound cuts out for a couple of seconds and then comes back.

If I use the Sound bar and connect the device via the additional HDMI port on the sound bar it works fine and there are no issues. It works fine without any issues, all sound is from the soundbar and nothing via the TV.

But if I use a device connected to HDMI on the One Connect box and it plays through the sound bar or TV then the issue happens. Every hour the sound will stop for 2 seconds.

It seems only when there is a device connected via HDMI on the One Connect box this sound issue happens.

This has been an issue for the past 6 months or so but I have been living with it but now it is just getting a bit annoying as it is more noticeable using the soundbar. I would have to rewind and watch it again to find what I missed. I bought a Dolby Atmos soundbar in order to use it to its full potential and it seems like the Samsung TV or One Connect box has an issue with sound. From looking online, it seems to be a know issues for a lot of Samsung TVs with One Connect boxes and there are loads of other people complaining about this issue.

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Samsung_Moderator
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Hello! Thank you for reaching out! I see how this can be frustrating with the sound cutting out! As it seems that you have done the relevant troubleshooting service would be recommended. Depending on your warranty you will have a couple of options. 

 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.

- If you have an extended warranty you can reach out to them to have service set up. 

- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup

- If you're OUT of warranty, you can use this link below to find a service center in your area. 

 

https://www.samsung.com/us/support/service/locations/

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Billsphan
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Have you tried any of the other choices for audio out? Digital audio?
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The Engineer Dad
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I have not tried Digital Audio as it means I won't get Dolby Atmos. This defeats the point of have a Samsung Soundbar that has Dolby Atmos and a TV that has the feature. 

I probably should test just to see what the results and if the audio cut outs are still present but this still won't really resolve the issue. 

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Samsung_Moderator
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Community Manager
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QLED and The Frame

Hello! Thank you for reaching out! I see how this can be frustrating with the sound cutting out! As it seems that you have done the relevant troubleshooting service would be recommended. Depending on your warranty you will have a couple of options. 

 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.

- If you have an extended warranty you can reach out to them to have service set up. 

- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup

- If you're OUT of warranty, you can use this link below to find a service center in your area. 

 

https://www.samsung.com/us/support/service/locations/