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userk0vRoTKIrg
Constellation

Re: QN65Q9FNAF - Audio Stutter

On the next days they will change my one connect mainboard. I will keep you informed. I'm starting to belive that is a software issue.

Have you done a factory reset from the service menu so maybe I can avoid to do ?

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useri0ebm9sR22
Cosmic Ray

Re: QN65Q9FNAF - Audio Stutter

I tried adjusting the local dimming, but there is no change in the audio stuttering. I spoke with Verizon FIOS and we did a thorough review of the Verizon FIOS HD Set Top Box.  Verizon pinged the box and went through the complete menu settings.  The Set Top Box is working perfectly.  So far, the only way to stop the stuttering is to change the TV channel or go into the TV's "Sound" menu and then "Expert" settings.  I changed the HDMI Input Audio Fprmat and the HDMI Output Audio Format both to PCM.  The TV no longer stutters when I use these settings, but I lose the Bitstream/Dolby Digital + capability that I will need to use with the new Samsung HW-N950 Soundbar with Dolby Atmos that I am about to purchase. This TV was bought specifically for entertaining my guests in a theater-like setting, and using the Dolby Atmos system. Right now that is completely out the window until Samusng fixes this sotware issues. It is definitely a software issue since the audio stuttering stops when the HDMI Input/output is set to "PCM."  This is my second Q9F in four months. The Samsung technician completely broke the first Q9F TV by replacing the Main Board, which prevented the TV from communicating with the OneConnect Box (Black screen with a picture of the TV and OneConnect bOx not communicating).  If you change your Main Board, please let me know the outcome. These TVs are too expensive to be having these low-end issues.

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useri0ebm9sR22
Cosmic Ray

Re: QN65Q9FNAF - Audio Stutter

By the way, there is no service reset of this TV. There are only two resets, Factory and Smart Hub. I've done both several times.  Be careful of the factory reset because I had a lot of trouble with the Startup setup. The TV would not accept my Zip Code during the Startup setup after doing the Factory reset and I could not Skip the Zip Code requirement for several hours. I'm not sure if Samsung fixed this issue with their server yet.

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userk0vRoTKIrg
Constellation

Re: QN65Q9FNAF - Audio Stutter

To enter service menu I used an old remote of samsung's tv

 

Method 2 worked for me

 

https://factory-reset.com/wiki/Samsung_Service_Menu

 

Form there there is a reset to factory options, that a samsing technical said me is a different things comapred to the option present on the normal menu.

 

I'll keep you informed, but I think changing the main board won't fix my issue.

 

For me the problem is more annoying because I have a 5.1 home theatre and set PCM as audio format, make useless my speaker surround :-(

 

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useri0ebm9sR22
Cosmic Ray

Re: QN65Q9FNAF - Audio Stutter

Samsung is well aware of this audio stuttering problem and needs to fix it quickly. If Samsung’s top of the line TV cannot play Dolby Digital content, then why are we paying so much ($4000 US) for a TV that is only capable of 1980s stereo sound. This is a great disappointment. My Samsung 6300 and 6500 are more capable of playing Dolby Digital content than my high-end Q9F TV. Go figure. I’m glad that I waited to buy the Samsung HW-N950 Dolby Atmos Soundbar. It would be completely useless as your 5.1 system on this Q9F TV.

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userk0vRoTKIrg
Constellation

Re: QN65Q9FNAF - Audio Stutter

I contacted the technical center and they said this is not in their firmware's bug list. We will see what will happen!

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useri0ebm9sR22
Cosmic Ray

Re: QN65Q9FNAF - Audio Stutter

I am shocked because my first Q9F was received in May 2018 and i reported the issue then.  I was told that the Engineers were already working on this.  You are confirming to me that they are actually doing absolutely nothing about it and I can't return the TV because Samsung delayed me for more than the 45 days I had to get another brand.  Bad business. Two of two new Q9F TVs with the same exact audio stuttering problem. I agree with you that it is not a hardware problem. They broke my first Q9F by replacing the Main Board. I am definitely not comfortable with them attempting the same repair again on my new Q9F.

 

 

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userk0vRoTKIrg
Constellation

Re: QN65Q9FNAF - Audio Stutter

Hi, 

Samsung's technician came home and has replaced the mainboard of the one connect and the optical cable (to the tv), and now are two days that the sound no longer stutter. He said me that could be a problem with my electrical system that have dameged my one connect unity that is rellay susceptible. That's why now I'm calling an Electrician, may be he can repair that strange electrical peeks that are present on my electrical system .

P.S I'm sorry for my english :-P

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useri0ebm9sR22
Cosmic Ray

Re: QN65Q9FNAF - Audio Stutter

Hello,

 

Thank you for providing this feedback. Very interesting that the Main Board in the OneConnect Box and not the TV was replaced. I am expecting the Samsung technician today. I hope that the technician that I am receiving is prepared to do the same to my two-week old TV. Wish me luck.  Thanks again and I'll report back when the repairs are complete and I have had some time to test the repair.

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useri0ebm9sR22
Cosmic Ray

Re: QN65Q9FNAF - Audio Stutter

Well, the Samsung TV technician came today, without any parts, no new Invisible Cable, or OneConnect Box. We had to re-mount the TV on the wall to turn it on. By the way, this is the same guy that broke the first TV in July, allowing for the current Q9F replacement. Anyway, he accessed the engineering menu, took a few pictures and then left. He was at my home for no more than 10 minutes. I also showed him a video that I recorded of the TV while it was stuttering yesterday. He agreed that this new Q9F has stuttering audio.

 

Here is the best part. He called me 10 minutes later after he left and told me that the Samsung engineers said to set the TV’s sound to “PCM” and that there is nothing more that Samsung can do for me.

 

This TV is only two weeks old, cost $4000, not including the $900 that I paid for the extended warranty and Samsung is telling me to accept the audio flaw, downgrade the sound to 1980s stereo (no Dolby Digital), and deal with it. Wow! I was shocked. By the way, my Samsung case manager told me that this same technician reported back today that the TV is working fine and no defect. He neglected to tell Samsung that he told me to downgrade my sound to PCM. I knew that I should not have allowed back into my home. No integrity. Samsung should hire better third party technicians. This is bad for business. I could have bought a TV for under $2000 with an okay picture and terrible sound if I knew that this Samsung model was sound defective. 2 for 2 Q9F TVs defective in less than four months.

 

I am working with the Samsung case manager to either fix this TV or refund my money. Great picture though.

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