Sound disconnects when we change volume + press pause for a movie
Zoralena88
Posts: 4
Hey Polk experts.
Me and my boyfriend live in Belgium and we bought our first ever surround sound system, being the Polk Magnifi MaxSR.
The quality and clarity of the soundbar and the 2 small speakers is great, but, we are facing some issues. English isn't my first language, so my apologies in advance if there are any errors in this explanation.
We got the surround system 2 days ago, and there was an open dent in the cardboard box when we got it - but inside, nothing seemed broken or damaged.
The issues we are facing :
1) When we are playing a movie from our DVD player and we use our tv's remote control to press 'pause', the sound is gone when we resume the movie when pressing 'play'. The only thing that gets the sound back (after 1000x trying) is turning the soundbar off and on again.
Same goes for turning sound up/down - both on the Polk controller, as on the soundbar itself - the sound stops (even though the soundbar is still on and worked perfectly before we asked to lower the volume).
2) When watching a movie on Netflix/Disney+ the play/pause issue isn't there, but the volume button also causes the soundbar to stop giving any sound.
This is what happens (for example on Netflix):
1) We're watching a movie, sound is ok, but it's getting too loud.
2) We take the polk remote to turn down volume
3) We hear the volume go down
4) We release the button on the remote control
5) 1 more second of sound, then ...radio silence.
The sound does not come back automatically, even after waiting for several minutes
6) We turn off the soundbar with the remote control
7) We turn it back on
7) Lights on the soundbar flicker ... sound is back
Does anyone have any idea how this is possible? The soundbar is connected through the HDMI port 'ARC' in the TV, as well as with the audio output cable. TV is from the brand 'Medion' ( a brand known to local store "Aldi" here in Belgium) and our DVD player is from Samsung if I'm not mistaken.
Please let us know if we can try anything. We have a MCU Marathon in a few weeks here and we would love to be able to enjoy our surround system ;-)
Thanks!
Noémi & Roeland
Me and my boyfriend live in Belgium and we bought our first ever surround sound system, being the Polk Magnifi MaxSR.
The quality and clarity of the soundbar and the 2 small speakers is great, but, we are facing some issues. English isn't my first language, so my apologies in advance if there are any errors in this explanation.
We got the surround system 2 days ago, and there was an open dent in the cardboard box when we got it - but inside, nothing seemed broken or damaged.
The issues we are facing :
1) When we are playing a movie from our DVD player and we use our tv's remote control to press 'pause', the sound is gone when we resume the movie when pressing 'play'. The only thing that gets the sound back (after 1000x trying) is turning the soundbar off and on again.
Same goes for turning sound up/down - both on the Polk controller, as on the soundbar itself - the sound stops (even though the soundbar is still on and worked perfectly before we asked to lower the volume).
2) When watching a movie on Netflix/Disney+ the play/pause issue isn't there, but the volume button also causes the soundbar to stop giving any sound.
This is what happens (for example on Netflix):
1) We're watching a movie, sound is ok, but it's getting too loud.
2) We take the polk remote to turn down volume
3) We hear the volume go down
4) We release the button on the remote control
5) 1 more second of sound, then ...radio silence.
The sound does not come back automatically, even after waiting for several minutes
6) We turn off the soundbar with the remote control
7) We turn it back on
7) Lights on the soundbar flicker ... sound is back
Does anyone have any idea how this is possible? The soundbar is connected through the HDMI port 'ARC' in the TV, as well as with the audio output cable. TV is from the brand 'Medion' ( a brand known to local store "Aldi" here in Belgium) and our DVD player is from Samsung if I'm not mistaken.
Please let us know if we can try anything. We have a MCU Marathon in a few weeks here and we would love to be able to enjoy our surround system ;-)
Thanks!
Noémi & Roeland
Answers
-
Hello,
Welcome to Polk's forum. I'll send a copy of your post to a friend at Polk for suggestions. I probably will not get a return message until next week.
Cheers! -
SeleniumFalcon wrote: »Hello,
Welcome to Polk's forum. I'll send a copy of your post to a friend at Polk for suggestions. I probably will not get a return message until next week.
Cheers!
Thank you for checking into this! -
You are welcome, Noemi and Roeland.
-
Hi, any update on this yet, by any chance? :-)
-
I'll check.
-
Relating some questions:
"Ask them if the bar is connected HDMI (ARC).
Is the bar connected directly to the TV?" -
SeleniumFalcon wrote: »Relating some questions:
"Ask them if the bar is connected HDMI (ARC).
Is the bar connected directly to the TV?"
Yeah, the bar is connected directly through the HMDI cable. From the bar to the HDMI port ARC on the tv. -
Thanks.
-
My friend will contact you via email.
-
I have exactly the same problem, the soundsl stops when changing volume.
I actually returned my previous polk magnify max sr and received a new one. Just installed, updated software and back with same problem. Can you share the solution please? Thx -
It might be possible that the TV is responding to the signals sent by the Polk remote. As a test try covering the front of the TV where the IR receptor is and see if changing the soundbar volume causes the problem.
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I had a similar issue and it was related to remote codes being corrupted or something. If I remember correctly, try turning on the sound bar then hold the input button, the square with the line on top of the bar for about 10 maybe 15 seconds. I’m not near my Magnify max at the moment to try it but I’m pretty sure that was the steps polk technical support gave me. There’s a few tones that play but keep holding for at least 15 seconds I would say.
If that doesn’t fix it then do a complete factory reset by pressing reset button on back for 15 seconds
Hope it helps -
Elsewhere on this forum, there is a fix for this!
https://forum.polkaudio.com/discussion/195517/magnifi-mini-opt-volume-change-mutes-sound
Edit: more specifically, after looking into this a bit more, this issue seems to be triggered when you "enable voice control and more" in the device settings in Google Home and also when you enable Playback sounds (Cast start and volume changes) there. If I don't enable those, I don't have a problem with the volume. -
I had a similar problem. Seems to be something to with the ARC channel glitching. If I unplug the HDMI lead between the TV and the Polk soundbar and then plug it back in, this resolves the issue for me.
