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3IMOH
Topic Author
Posts: 3
Joined: Tue May 07, 2019 7:49 am

TCL Roku TV's / DD+ issue with Samsung HW-N950

Tue May 07, 2019 9:30 am

Hi-
I have a Samsung HW-N950 soundbar and am having an issue with 2 different TCL Roku TV's being "silent" when selecting Dolby Digtal+,DTS from the audio menu.

It is not clear if this is an issue with Roku or the soundbar. I am hoping someone out there has run into this before. 

Issue: Roku detects DD+ capability of the HW-N950 however there is no sound from the soundbar when DD+ is selected in Roku. Even the Roku menu clicks go silent so this has nothing to do with the content being played. I am able to adjust the volume via CEC but there is no sound at all.

When switching to standard DD, everything works fine. 

I had this issue on 2 65" TCL Roku 6 series units (had to exchange TV due to screen issues)
I also have this issue on a 55" TCL Roku tv (same OS version)
The soundbar has been exchanged per Samsung's recommendation. Same issue with new one.
I have tried 4 different HDMI cables

TCL support is giving me truly bizarre answers, like this gem:
"Please note that if you are viewing a content that does not support Dolby Atmos, the TV will not produce any audio."
Clearly, I am still trying to get them to understand the issue.

Any thoughts would be appreciated!
 
3IMOH
Topic Author
Posts: 3
Joined: Tue May 07, 2019 7:49 am

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Thu May 09, 2019 8:55 am

Just poking this thread to see if any Roku Techs have any ideas about this issue. I have been reading other boards where DD+ on Roku does not properly work with some AVR's / soundbars. Is Roku aware of the issue? Are there any plans to try and fix this? I purchased the TV because of the promise that it would send ATMOS content to the soundbar via DD+ for streaming apps. This is not possible now since the TV won't send anything at all when trying to use DD+.

Just hoping to get any thoughts at all from anyone on this.
 
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RokuTannerD
Posts: 639
Joined: Tue Mar 20, 2018 2:37 pm

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Mon May 13, 2019 11:01 am

Hi there, 

Thanks for the note. Which specific streaming channels are you watching when you experience this issue? Does this occur on multiple streaming channels, or just one? 

Please feel free to send me a PM with your Roku account email address, TV's serial number from Settings>System>About, and any additional details about the issue, including example content titles from any channel you're experiencing the issue with. 

Thanks,
Tanner
Tanner D.
Roku Community Manager
 
apodtele
Posts: 94
Joined: Thu Jul 27, 2017 6:30 am

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Tue May 14, 2019 6:03 pm

As is apparent, Roku tries to shift the DD+ blame on channels. No, the issue is with Roku itself. The flower TV broadcast would loose DD+ sync and audio when changing channels. Roku does not seem to know how to resync DD+ stream with sound bars and AVRs.
 
JPEG
Posts: 2
Joined: Mon Mar 16, 2009 9:38 pm

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Fri May 17, 2019 4:24 pm

@apodtele

Agreed. It is a Roku problem for sure.

The Roku "Menu Sounds" go silent immediately after choosing DD+, proof that this has nothing to do with any particular channel or app.

I just don't get it. This problem is well-known but Roku and TCL aren't even acknowledging it.
 
capatty
Posts: 12
Joined: Tue Jan 28, 2014 12:51 pm

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Sat May 25, 2019 6:42 am

I likewise have this issue on my TCL 6 series TV (SN in signature.) The documentation for the Samsung AVR indicates that it supports DD+, yet I need to select DD or PCM in order to get any sound. No issues when streaming directly to the sound bar using other devices. Please identify and resolve this incompatibility.

My TV is currently running 9.0.0 build 4151-30.
TCL 55 inch 6 Series R613 (SN:YS00W7626058)
TCL 42 inch 5 Series (SN:YS00SA847038)
AVR: Samsung HW-N950 (5.1 DD, DTS+)
 
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RokuTannerD
Posts: 639
Joined: Tue Mar 20, 2018 2:37 pm

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Tue May 28, 2019 10:13 am

If you're also experiencing this issue, please feel free to send me a PM with your Roku account email address, your TV's serial number from Settings>System>About, the specific make/model of soundbar or A/V receiver you're using, and any additional details about the issue. Please also include any example channels/content titles from any channel you're experiencing the issue with, and whether you can hear system sounds when navigating using your remote while DD+ is selected. 

I can help pass this along to our team so they can take a closer look. 

Thanks,
Tanner
Tanner D.
Roku Community Manager
 
sameezch
Posts: 1
Joined: Tue Jun 11, 2019 11:26 am

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Tue Jun 11, 2019 11:29 am

It’s been a month since you reported this issue. Have you found a solution yet? I am thinking of buying this sound system for my 65 inch
 
Mike HC
Posts: 1
Joined: Sat Jul 13, 2019 10:55 am

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Wed Jul 17, 2019 10:06 pm

For anyone looking at this thread, the exact same issue exists between the TCL 6 Series and the new Samsung HW-Q90R (the successor to the HW-N950).

I too hope this can be resolved as I would like the product to work as advertised and would enjoy Dolby Atmos straight from the TV.
 
apodtele
Posts: 94
Joined: Thu Jul 27, 2017 6:30 am

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Fri Jul 19, 2019 7:14 am

Don't hold your breath. The DD+ problems have been reported since 2016. At this point, I would just be happy to know if DD+ works for anybody. They always make it sound that it's an isolated  personal problem - asking for serial number and such. You are not alone.
 
3IMOH
Topic Author
Posts: 3
Joined: Tue May 07, 2019 7:49 am

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Fri Jul 19, 2019 9:32 am

After getting nowhere with TCL/Roku and Samsung on this issue I returned the soundbar and am waiting to see if there are better options next year.

Best of luck to anyone who has this problem. It would be great if someone would take ownership of the issue and get it fixed but I would not hold my breath.
 
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RokuTannerD
Posts: 639
Joined: Tue Mar 20, 2018 2:37 pm

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Fri Jul 19, 2019 9:45 am

Thanks for continuing to keep us posted with what you're experiencing. 

I've passed along these reports, and the team is investigating the issue further. Please continue to stay tuned for additional updates, and feel free to send me a PM with your details if you're running into this as well. 


Thanks,
Tanner
Tanner D.
Roku Community Manager
 
HelmofAase
Posts: 3
Joined: Fri Jul 19, 2019 7:13 pm

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Fri Jul 19, 2019 7:33 pm

I’m having the same issue with DD+ on TCL 65R615 I bought from Best Buy Wednesday. I’m running HDMI ARC with a Denon S530-BT receiver and the volume is also very low with the built in Roku platform. I have to watch Netflix, Prime, etc...around 75 versus 50 on DirecTV. Denon worked flawless with 2012 model Vizio prior to purchase. Seems to be a common issue across the board on Roku TV’s. I really like the TV but I’m contemplating a return since the problem is not being resolved.
 
jackmo63
Posts: 2
Joined: Sun Jul 21, 2019 2:18 pm

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Sun Jul 21, 2019 2:31 pm

Hello, 
Im new to this forum. Just wanted to state that I also cannot get the HDMI arc from my new 6 day old 55R617 TCL to play any digital content using the Samsung HW-N950 soundbar. IT will play if i choose PCM Stereo option, but that defeats the purpose. The sound bar works just fine on my two other TV's which are Panasonic. Also works with the optical jack. But then you cant get DOLBY ATOMOS. Clearly the software/ firmware needs to be updated. I reached out to TCL. They are going to escalate and get back to me. I think I'm going to return the TV. Note i did try all the other fixes first prior to calling TCL and posting on this forum. Please resolve this issue. Shame the TV is otherwise a very good TV. The viewing content has nothing to do with it. I've tried all kinds of content ATOMOS or non nothing plays.That's just a stupid excuse.
 
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RokuTannerD
Posts: 639
Joined: Tue Mar 20, 2018 2:37 pm

Re: TCL Roku TV's / DD+ issue with Samsung HW-N950

Mon Jul 22, 2019 2:03 pm

Thanks for continuing to share your reports here. 

For anyone who is experiencing this issue, please also be sure to include a specific example of a streaming channel and content title that you observe the issue on. If you are reporting this issue on an HDMI connected device, please also include the same details about which app or media source, and an example content title that you are playing on that device.

Please feel free to send me a PM with more information or if you have any additional questions. 


Thanks,
Tanner
Tanner D.
Roku Community Manager

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