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Louie
Louie, Technician
Category: TV
Satisfied Customers: 2557
Experience:  25+ yrs. experience in the field and 5+ yrs. online, down to component level.
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I have a Samsung Smart TV and the sound stops working after

Customer Question

I have a Samsung Smart TV and the sound stops working after 26 min every time I watch a show. It is brand new. If I rewind and play the sounds comes back for a few minutes and then stops. I've unplugged the power cord and plugged it back in and it happens again. They sent me another brand new TV and the same thing happens. It is not connected to cable or any other device. I am only using the Smart hub and streaming Netflix, Hulu etc.
JA: How old is your Samsung, and have you tried unplugging it and leaving it off for a few hours?
Customer: I just got the TV today. I have tried unplugging it and leaving it off for a few hours.
JA: Does the TV menu work? Do you have the same problem on all sources/inputs?
Customer: Yes, the menu works and when I run a sound test it is fine.
JA: How long has this been an issue? What happened right before this popped up?
Customer: It has been an issue since I received the TV.
JA: Anything else you want the TV expert to know before I connect you?
Customer: The picture works fine. Just the sound turns off periodically.
Submitted: 4 months ago.
Category: TV
Expert:  Nathan replied 4 months ago.

Hi, I'm Nathan.
Sorry to hear that you're having trouble with this but I'll do my best to help you.

Expert:  Nathan replied 4 months ago.

What is the model of the tv?

Are you using only the tvs internal speakers?

Customer: replied 4 months ago.
It's a Samsung Smart TV.
Yes only the TVs speakers
Expert:  Nathan replied 4 months ago.

Can you please give me the complete model number of the tv?

Customer: replied 4 months ago.
Samsung J5205 series LED Smart TV
Expert:  Nathan replied 4 months ago.

Can you give me the complete model number, please, not just the series. For example UN32J5205AFXZA

Customer: replied 4 months ago.
UN32J5205AFXZA
Expert:  Nathan replied 4 months ago.

Okay, now please go into the tv settings menu, under Support, there it should show the current software (firmware) version, what is that number?

Customer: replied 4 months ago.
Current version 1027
Expert:  Nathan replied 4 months ago.

Thank you, ***** ***** does have the latest update, though that still does not mean that this is not a firmware related problem, simply that samsung has not released a patch to address the issue.

Can you go into the tv settings menu, under audio, and look for the audio format. I want to set it to pcm/stereo (not auto or dolby), and let me know if that helps.

Customer: replied 4 months ago.
OK I'll let you know in 26min
Expert:  Nathan replied 4 months ago.

Thanks

Customer: replied 4 months ago.
Nope. Still cuts off after 26min
Expert:  Nathan replied 4 months ago.

Thanks for trying,

is it possible for you to test another device, meaning an external source such as a dvd player, cable/satellite box, etc, even just temporarily?