Soundbar 5000 IHT cuts out when watching Netflix on Samsung smart tv.

jellejelle Posts: 2
edited April 2014 in Troubleshooting
The sound is cutting out after the speakers emit several short bursts of high pitched squeaks. Both the soundbar and the tv are brand new. If I switch from source one to source two or three and then back to source one on the SB, the sound, after a moment or two, comes back on. Help, please.
Post edited by jelle on

Comments

  • KennethSwaugerKennethSwauger Moderator Posts: 6,370
    edited October 2013
    Hello jelle,
    Welcome to Polk's forum, sorry there's a problem. Could you describe what other components you've connected to the SB? Maybe tell us how they are connected?
    Regards, Ken
    "And the house you live in will never fall down
    If you pity the stranger who stands at your gate" G.Lightfoot
  • jellejelle Posts: 2
    edited October 2013
    My SB5000 is connected directly to my Samsung UN55 smart tv via the optical cable. At this point, that is the only input into the SB. Could the optical cable be at fault?
  • nbrowsernbrowser Posts: 7,890
    edited October 2013
    Quite possibly the cable "could" be at fault. I've seen some optical cables that don't fully lock into place into the sockets causing all sorts of issues. even in my living room setup the cable locks on the single optical cable I use are weak, once in a while I have to reach around back and make sure it's still full inserted. Just spend a little time and check your connections and make sure they are solid first, always a good step in beginning troubleshooting.
    Living room: Samsung UN55KU7000 4K UHD HDR 55 inch TV, Marantz CD6004, Pro-Ject Debut Carbon, Parasound zPhono, Mac Mini, Oppo BDP-93, XBox One S 2Tb, Kenwood DPX792BH car deck for radio purposes, Marantz SR5010 AVR, Parasound HCA-1200II, Front SDA 2 modded with Larrys Rings and RD0-194-1 tweeters, Rear Onkyo SKF-4800 Towers, Center CSiA6, BOOM Tannoy TS2.12 Sub, Audioquest Evergreen interconnects just about everywhere except from AVR to amp, MIT Terminator 4, MIT AVT3 speaker cables with extra terminals covered up Monitor 5 Jr+ in the wings for a center channel.
  • Patty DPatty D Posts: 2
    edited December 2013
    Hi Jelle; Did you ever get the problem figured out? My husband and I are having the same problem with a Samsung Smart tv.
  • Wyred8anWyred8an Posts: 1
    edited April 2014
    I have this same problem, everything works as intended except when using my smart tv and the netflix app. Sound bar light turns green and cuts out randomly. Using optical audio cable. All hook ups are correct since works in every other instance: TV (cable) , blue ray player etc
  • newjacksmnewjacksm Posts: 4
    edited April 2014
    I am having this issue too-- Samsung F7100 but it cuts out with PS4 as well
  • dongemusdongemus Posts: 2
    Mine cuts out as well using an eighth inch cable from the TV to the sound bar
  • KennethSwaugerKennethSwauger Moderator Posts: 6,370
    Contact Polk's CS department at 1-800-377-7655, I'm sure they can help.
    "And the house you live in will never fall down
    If you pity the stranger who stands at your gate" G.Lightfoot
  • jsegerstjsegerst Posts: 1
    I just started having the same issue. The source light turns green because the source feed from Netflix/Plex/ect is sending Dolby Digital signal. This is the only time the speaker clicks and then goes silent. The only way to get sound back is to switch to regular TV. I am not sure but it seems like the speaker is having trouble decoding the higher end audio signal. I would love to get an answer on this because it is extremely frustrating.
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