cardar aylina annybelah

0 views

Skip to first unread message

Kansas Eiffel

unread,

Aug 1, 2024, 11:49:14 PM8/1/24

to suskazywork

Total silence for around 5-6 seconds and then a 'quick burst of sound'....Silence....around 5-6 seconds and then a 'quick burst of sound'.....Silence.....around 5-6 seconds and then a 'quick burst of sound' etc etc

Same problem here. And more...sometimes when watching Netflix, the image freezes, no sound at all, but the subtitles continue. Very strange. From that moment on, no single button on the remote control works. The only thing that works is to unplug the power cord and restart the X800. Very frustrating! I have tried many things to solve the problems. Nothing worked. Even a factory reset has not solved the problems.

Dear Mr Shaw
Thank you for your recent email
With reference to your enquiry regarding your Sony UBP-X800, we are sorry to learn that the
volume is low when you watch applications.
Kindly follow the below trouble shooting steps in attempt to solve the issue:
1-Unplug the main power cord of the unit, and plug it back after 2 minutes.
2-Make sure that the device is running the latest software version following the link below:
-video-blu-ray-disc-players-recorders/ubp-x800/downlo...
3-Perform factory reset following the steps in pages 19-25:

4-Connect your Bluray to hotspot:
-Go to settings on your mobile phone
-Type in the search bar Hotspot
-Enable personal hotspot.
On your Bluray:
Home -set up- network settings- wireless set up -then choose the name of your smart-phone and enter the password
If the above did not help in rectifying the issue, we are seeking your kind patience to provide us the below information so we can investigate the issue further:
1-What is the device ID?
2- What is the current firmware installed on the device. Please write the exact version.
3- What is the MAC Address?
4- What is your Post Code?
5- What is the internal device IP Address? (You may refer back to the internet service provider for further assistance)
6- What is the public IP address by visiting www.whatismyip.com?NA
7- What is the internet Service Provider Name?
8- What is the actual internet speed using SpeedTest.net?
9- What is the network environment: i.e. FTTH, Broadband?
10- Are you using VPN / Proxy / Anonymizer / TOR service to access the internet?
11- What is the brand and model of the router?
12- What is the results of connecting your TV with your personal hotspot?
13- How is your device connected to the internet? Wired or Wireless?
14- When did the issue start?
15-Does the issue occur with other applications?
16- Please provide us with a short video showing the issue.
Should you have any further questions, please feel free to reply to this e-mail.
Thank you for your enquiry.
Yours sincerely,
Yousr

Some years passed, and I saw this problem reported when I first experienced it back in 2019. I was expecting a software (firmware) update will handle it soon. Yesterday I updated my UBP-X800 player to the latest firmware and connected it to another Amplifier (Yamaha DSP-A1, which has no HDMI). It detected displaying: "48kHz, Dolby Digital," and it appeared as 5.1. So far, so good!!!

After the film ended and Netflix turned to the following advert, the sound disappeared as usual... The amp display was showing sometime 48kHz, then blank and alternating. Seems like an AC3 stream sync issue. Restarting Netflix solved the problem, as before. Changed the amplifier and cable (both work with other configurations). Reviewed the settings... No idea how it can be solved, but annoying. Anyone an idea?

So I got some mixed results with sound codecs working and not working. All in all I am very surprised that in some cases there is no sound at all and especially with Netflix and Amazon Prime that is very disappointing.

Your results appear to line up - a Bluesound Home Theatre Group is a 5 channel group, so it would not be able to play 7.1 audio (though I'm surprised DTS-HD 7.1 worked? I don't think it should have) and ATMOS support has not quite yet been released to the SB+.

Ok, let me get this clear: this really is an official statement and my experiences in hearing no sound at all are to be expected? So I have a soundbar that is not able to do it's one job: producing sound?

How is it possible that it cannot process some of the most standard audio codecs used in movies and series? It shouldn't matter that it is only a 5 channel group. I had only 4 speakers (no center) attached to my Onlyo receiver. It just translated the input sound to those 4 channels. Nothing fancy, even my TV can translate the sound from any input to stereo.

Allow me to explain in more detail: your Onkyo is capable of 7.2. It does not matter how many speakers you connect to the Onkyo, the Onkyo receiver itself is capable of decoding 7.2 channel audio. Your TV may also be equipped to recognise and then downsample/remix Dolby 7.1 audio as Stereo PCM.

The BLS Home Theatre Group is capable of 5.1, and it does not downsample any incoming audio (as to preserve the quality); so when sending audio that the HTG cannot recognise (i.e. 7.1 or another codec), no decoding can be done and you will not receive audio. Alternatively, when sending a signal the HTG can recognise (ie 5.1), it will play audio.

That being said, there are variables we haven't accounted for. Depending on devices, the source device might be correctly identifying the lack of support and converts to a supported format. ie PCM, which is why you're seeing DTS 7.1 working.

I hope this clears things up better. The details are nitty-gritty but it might help to Help > Send Support Request and include your source device (the device where the Netflix and Amazon Video content is coming out of firstly) so they can more explain in better detail.

That still doesn't explain why I hear no sound with Netlix and Amazom, because they output a 5.1 sound which shouldn't be a problem. By the way: you can add Disney on the list of streaming services with no audio.

And I really can't understand how you can sell a Dolby Atmos soundbar and then say that 'ATMOS support has not quite yet been released'. That is just false advertising, it is one the reasons I chose this soundbar in the first place!

To me it seems like a ARC problem. ARC is as far as I know not capable to handle lossless audio formats this is reserved to eARC. All non working except the last mentioned, is in "lossless" format so it seems wierd that it was able to playback the last testet file.

It could however also be the TV itself. My LG CX OLED cannot process DTS sound format.
You could try and have your TV decoding the signal instead of the soundbar so untick the box that lets the TV passthrough the audio signal.

Thanks for your answer. I understand that ARC instead of eARC is not capable of handling losless audio formats. I don't have something like a 4K BluRay-player so for now I also don't really need that. The sound testing I did was via Plex (server on my PC and Plex client app on my TV).

90% of the time I watch TV is because I watch a serie or movie through one of the streaming platforms like Netflix, Amazon Prime or Disney. As I understand they use the lossy Dolby Digital Plus 5.1 (and also sometimes a lossy from of Atmos). This can be handled via HDMI ARC and (to me) shouldn't be a problem with the Bluesound Soundbar.

I did some extra tests via Plex and played some Dolby Digital Plus files, 5.1 and even 7.1. They played flawlessly with sound that was clearly surround sound. The only one that did'nt play with sound (but should!) is the Dolby Digital Plus 5.1 Atmos.

So I still don't know why I don't have sound with any of the streaming platforms (if that indeed is Dolby Digital Plus 5.1) and I do expect some help with that from Bluesound, which up till now is really dissapointing!

I hope bluesound will resolve this however it is quite a struggle to get anything through to Sam, trust me I have tried several times. It always falls back to me or my equipment being the problem even though it isn't! Got to a tier 3 engineer once and he could replicate my issue on their setup, so the fixed it.

Thanks for your support! It is true about the great sound. The times when I dit get sound when testing I was really happy with what I heard. But why does the soundbar have so much trouble with something ordinary as Netflix?

Too bad to hear you have also had a difficult time getting help from Bluesound, but good that it was fixed eventually! I don't know why my topic has the status 'answered' as my problem isn't solved at all.

It would be nice if some engineer could help me with this. I have no problem in assisting someone to replicate the issue or providing more information if that is necessary. Not being told to buy a NAD receiver or that it is normal not to have sound would already be a step in the good direction ...

At the momen I'm not using a soundbar but a NAD M32 stereo amplifier connected to my TV via a tosslink (optical) cable. That way the TV does all the decoding and thus convering it to a 2 channel soundprofile. I have no problem with sound except DTS as the LG OLED CX can't decode that format. It is not surround sound but it has a damn good stereo perspective. I am powering B&W 804D3 speakers with a DB1D subwoofer to handle the lowest frequencies.

Ah ok, clear. I had a surround sound receiver connected with speakers and a subwoofer before. Never had a problem with Netflix and others (I still have the same TV) Due to moving to another house I preferred to switch to a soundbar.

Never imagined that getting sound would be a problem, as Bluesound is supposed to be a premium brand. And there is nothing wrong with the sound per se (when you do get sound), but the audio codec problems and not caple of handling Atmos while it is sold as a Dolby Atmos soundbar is really a let down.

In all honesty, forget about that thing. I've been waiting for a solution for my Soundbar + for over 3 months. Can also be found here in the forum under Sounbar + very quiet. You can throw support in the bin. I've been swapping my soundbar for weeks, but I'm slowly running out of retailers ?.There hasn't been an update for months.