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Samsung forum: Soundbar HW-E450 cutting out with 46" LED

by: zoydsta January 16, 2013 2:32 PM PST

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Soundbar HW-E450 cutting out with 46" LED

by zoydsta - 1/16/13 2:32 PM

Starting a new topic was suggested since the model I have is different than this discussion:
http://forums.cnet.com/7723-13973_102-531686/samsung-soundbar-hw-c450-sound-cuts-out-randomly/?messageId=5411952&tag=nl.rCOMBINED&s_cid=rCOMBINED#message5411952

We bought the HW-E450 Soundbar when we bought a Samsung 46" LED UN46ES6100FXZA. No problems at first but within a couple weeks the soundbar started cutting out randomly, like for a second every 4-5 minutes. Very annoying to miss a word in the dialog of a movie, it would cut out when using an external hard drive with video files and also when watching Netfllix movies and also watching the evening news through our cable box. Not using the soundbar at all right now.

Basically all devices are connected to the TV: PS3 with HDMI, cable box via coaxial cable and HDMI, the external HD using USB, and the Soundbar is connected by optical cable. All cables are brand new too. In researching the problem some people mention Anynet but I don't really know what that is nor have I messed with it.

I hope any tech advice doesn't suggest to test various cable connections other than this, to see if soundbar cuts out, because this is the set up we want. We don't want to connect the soundbar thru USB or HDMI, and we don't really want to connect the soundbar to the cable box because then it wouldn't utilize the PS3 or DVD player. It would be nice if Samsung offered to replace it if they think a different soundbar would work correctly. The best solution of course would be for Samsung to have a new firmware to fix the one we have. We shelled out a lot of money for this new system, have already spent too much time trying to figure out the problem, are extremely annoyed that a new product doesn't work, and the thought of packaging and shipping or even returning the unit is a big deal/hassle/PITA. How can you expect consumers to spend more time and energy -- shelling out big bucks not enough for those corporate bonuses? I buy everything Samsung, don't lose my loyalty on this one. Make this right, please.


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Re: Soundbar HW-E450 cutting out with 46" LED

by Samsung_HD_Tech Samsung staff - 1/17/13 1:13 PM

In Reply to: Soundbar HW-E450 cutting out with 46" LED by zoydsta

Hi zoydsta,

Well, I am going to ask you to check something cable related, but I'm asking you to check this only as a troubleshooting step.

Since I know a PS3 has optical out, connect the sound bar up to the PS3 via optical and try to replicate the issue. This step will let us know whether to look at the TV or the sound bar, since you have all the audio signals routed through the TV.

HD Tech


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Same prob for almost two years

by kellievn - 3/5/13 8:32 AM

In Reply to: Re: Soundbar HW-E450 cutting out with 46" LED by Samsung_HD_Tech Samsung staff

Hello HD tech,

I too have been experiencing the same problem with my HW-E450 Soundbar, for almost two years now. I've done all the troubleshooting from Samsungs techs over the phone (changing the cable, resetting it, trying it on another device, etc) & even sent it to samsung and they said there isn't a problem with the unit. I beg to differ as It happens multiple times a day, multiple times a show, sometimes it doesn't do it for like an hour...which is nice, but it is a constant problem. A problem in which I wouldn't recommend anyone to go out and buy a samsung product again- since they were reluctant to help us.

Any ideas why this would be? Would appreciate some help since Samsung corporation isn't willing to take responsibility for their obvious mistake (as many of us are having the same problem).
Appreciate any help with this.

Kellie


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Re: Same prob for almost two years -

by Samsung_HD_Tech Samsung staff - 3/5/13 8:34 AM

In Reply to: Same prob for almost two years by kellievn

Hi Kellie,

Very sorry to hear about this. Do you have any transaction numbers from those repairs? On which sources does it do this one?

HD Tech


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any source

by kellievn - 3/5/13 8:13 PM

In Reply to: Re: Same prob for almost two years - by Samsung_HD_Tech Samsung staff

We only use it on the HDMI source for cable use with DirectTV, and then also with our BlueRay player. We don't have netflix on our TV or any internet or anything like the other responders have stated.

I sent it into Samsung about 1 year ago, and again- they just sent it back stating it wasn't the unit. I don't have the repair numbers as nothing was done. I believe I deleted the emails aso. My apologies for the lack of information on that part.


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Re: any source

by Samsung_HD_Tech Samsung staff - 3/6/13 11:39 AM

In Reply to: any source by kellievn

Hi Kellie,

Thanks for those details. I was going to look up with the transaction numbers what you're already done. Could you recap everything that they've tried? For instance, have you tried the TV speakers by themselves? Have you tried the sound bar with another TV? Have you tried using optical instead of HDMI?

HD Tech


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same issue

by fireman_35 - 5/7/13 8:53 AM

In Reply to: any source by kellievn

Kellie, not sure if you will read this, since your post has a few months ago, but I like everyone else was having same issue. I resolved the problem by going into my direct TV sound settings and turning off DOLBY SURROUND. Because i noticed, when i was wartching a none high def brodcast, my sound did not skip. This is a issue with Samsung, even though they are not taking responsibility. Technology is advancing and unfortunately we have a product that is a few years old. I have even upgraded the sound bar like I was told to do by Samsung and that did not work. All my other devices work just fine, so it is not the optical cable, like I told samsung , if it was the optical cable it would do it for all devices. Hope this helps, it nice not hearing the shows skip as I'm watching them.


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HW-E450 same issue, sort of

by DrTimSawyer - 3/5/13 3:50 AM

In Reply to: Soundbar HW-E450 cutting out with 46" LED by zoydsta

Greetings! I'm having the same issue as you, except that it doesn't happen with everything. We can watch TV on Dish Network, and everything's fine -- no "blips." However, when we watch Netflix, blips galore! It didn't happen when we first signed up for Netflix (which we did long after the equipment was set up), but started out of the blue, and with no change in equipment or set-up (or new service or anything). It's so annoying that we just turn it off and use the TV sound. Like you, I feel like we spent a LOT of money for the sound bar to sit unused because it doesn't work properly.

zoydsta, did you ever get an answer that actually helped? Samsung folks, do you have any ideas for me? HELP!

Soundbar -- HW-E450
TV -- Samsung UN55ES7100
Connection -- only from TV to Soundbar via HDMI


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Re: HW-E450 same issue

by Samsung_HD_Tech Samsung staff - 3/5/13 6:48 AM

In Reply to: HW-E450 same issue, sort of by DrTimSawyer

Hi DrTimSawyer,

Very sorry to hear about this issue. Does this happen on the TV's YouTube app or any other streaming audio/video app?

HD Tech


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not sure

by DrTimSawyer - 3/5/13 5:37 PM

In Reply to: Re: HW-E450 same issue by Samsung_HD_Tech Samsung staff

I haven't tried other apps, but I'll try to see tomorrow night. Too late to see tonight. I'll let you know. Thanks for your quick attention to this, and for trying to help!


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Re: not sure

by Samsung_HD_Tech Samsung staff - 3/6/13 11:15 AM

In Reply to: not sure by DrTimSawyer

Hi DrTimSawyer,

OK, I await your response! happy

HD Tech


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Tried it all!

by slw081784 - 6/2/13 12:39 PM

In Reply to: Re: not sure by Samsung_HD_Tech Samsung staff

Ok so I've been on several message boards, the Samsung site, and then some. I've read posts that have the same problem listed here. The sound cuts out a different time intervals for a period of a few seconds at a time for the E450C Model number. The responses to these posts have all contained suggestions for alternate set up methods, settings, etc. However, not a single thread has ended with a definitive solution. I have tried every method of connecting the device to my TV. I have tried different sources such as cable box, dvd, etc. The result is the same not matter what. Now if there are countless threads with the same problem and no one at Samsung can resolve the issue, shouldn't there be a firmware update available to fix the issue? Shouldn't Samsung be replacing the units with a non defective model of similar cost? I bought a refurbished unit that has no warranty (which I was unaware when I bought it) and as far as I can tell, even if I had a warranty it wouldn't do any good any way. Even though my unit was a refurb, it was still only about $50 less than the brand new one. I want to know what does Samsung intend to do to fix this problem.


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Re: tried it all

by Samsung_HD_Tech Samsung staff - 6/4/13 3:57 PM

In Reply to: Tried it all! by slw081784

Hi slw081784,

I'm sorry to hear about your problem. I'm going to ask you to re-post your question into a new thread, so we don't run out of space in this thread.

Also, when you re-post, could you please expound a bit on the nature of your problem: When did the problem start? Out of the box? You said that it cuts out a random intervals: can we narrow it down at all?

HD Tech


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Possible fix

by Karelaija - 3/11/13 6:39 PM

In Reply to: Soundbar HW-E450 cutting out with 46" LED by zoydsta

I had the exact same problem from the moment i bought it on Saturday. Sound was disappearing for a second every minute, sometimes more frequently. I had my Xbox 360 connected to my Samsung 5000 series LED TV via HDMI, and from the TV via Optical to the soundbar.

I settled for using the headphone jack instead, but I was not happy with the sound.

Then my friend connected the optical cable again and what ever magic touch he had, he fixed it. So my suggestion:

*Try to plug the optical cable in and out a few times, especially if neither device has had an optical cable plugged in before.


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