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  1. #1
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    Htl9100 sound drop outs

    Hello

    I recently purchased the Philips htl9100 sound bar and have been impressed with the overall sound quality.

    However I have the same problem that has been reported several times on this forum regarding the sound dropping out which have been said to be by design. I have the problem with general tv with sound dropping out between adverts and also with consoles such as the PS3 if the sound is quiet for a moment, the sound bar cuts out and takes several seconds to recover when sound starts again. I have tried like many different cables, different outputs, etc to no avail.

    I do not think this problem is anything to do with different sound types and more that the sound bar appears to be designed to mute if there is no sound coming through.

    Please can you advise what is being done to resolve this ? If there is not a solution, I will be requesting a refund as this appears to a significant design flaw.

    Regards

    Antony harris

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    Dear Antony,

    I apologise for late reply.

    This phenomenon happens when the audio format for TV advertisement is different from that for TV programs. Therefore, when there is a transition between advertisement and TV programme, there is an audio format switch (PCM change to Dolby Surround and vice versa). This may generate a noise in some cases.

    To prevent this unpleasant noise, your Philips device is designed to mute the sound output during the switch of audio formats. This is the reason why you notice the short moment of sound dropout.

    To avoid this, set the audio output of your TV (or Set-top box) as PCM output. Refer to the user manual of your TV (or Set-top box) for instructions on setting the audio output.

    Kind regards,
    Philips Moderation Team

  3. #3
    zappe
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    Quote Originally Posted by Philips - Rafal View Post
    Dear Antony,

    I apologise for late reply.

    This phenomenon happens when the audio format for TV advertisement is different from that for TV programs. Therefore, when there is a transition between advertisement and TV programme, there is an audio format switch (PCM change to Dolby Surround and vice versa). This may generate a noise in some cases.

    To prevent this unpleasant noise, your Philips device is designed to mute the sound output during the switch of audio formats. This is the reason why you notice the short moment of sound dropout.

    To avoid this, set the audio output of your TV (or Set-top box) as PCM output. Refer to the user manual of your TV (or Set-top box) for instructions on setting the audio output.

    Kind regards,
    Philips Moderation Team

    Hi,

    I have a similar problem.
    I get the drop outs in the middle of the tv show, not when switching to commercials.
    I've just noticed it on one tv show on one channel.

    What can that be?

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    Hi zappe,

    Does it happen with other tv shows/other channels as well?

    Kind regards,
    Philips Moderation Team

  5. #5
    zappe
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    Quote Originally Posted by Philips - Rafal View Post
    Hi zappe,

    Does it happen with other tv shows/other channels as well?

    Kind regards,
    Philips Moderation Team
    What I've noticed only on that channel.

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    Lightbulb

    Quote Originally Posted by zappe View Post
    What I've noticed only on that channel.
    Same issue, when I watch youtube on my PS4 or just regular TV, the sound drops out from time to time, sometimes right in the middle of a show or video or conversation. Very annoying and it can ruin a good movie or make you miss funny punchlines. It does indeed seem to happen when in between commercials (on regular tv) as well, and when I tried to watch South Park episodes on a Belgian TV network called TMF the sound on my sound bar dropped out so many times I just stopped watching.
    I can make the sound drop out when I go to my youtube app on my PS4 and switch between channels. While switching from one channel to the next, the Youtube app on PS4 is supposed to make a clicking sound effect that I do hear on my headphones, but not on the sound bar. I only hear the clicking sound a bit later if I flick through the youtube channels multiple times in a row or when I rapidly scroll through them, of course I never hear the first click because of this "safety" Phillips built in the sound bar.
    I can add a video of me flicking through my YouTube channels making the sound drop out on purpose if it would help solve the problem, so please let me know if I should.
    I would like a solution too... I was so happy when I bought this sound bar, but I get really pissed off when I'm trying to watch tv and my sound just drops out and screws up the experience.
    I like the sound quality coming out this thing. But it's worth wayy less than I paid for if the sound just drops out while watching. Even if it's for 2 seconds. You can miss a lot in a conversation or an action scene in 2 seconds.

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    Quote Originally Posted by DCRJonez View Post
    Same issue, when I watch youtube on my PS4 or just regular TV, the sound drops out from time to time, sometimes right in the middle of a show or video or conversation. Very annoying and it can ruin a good movie or make you miss funny punchlines. It does indeed seem to happen when in between commercials (on regular tv) as well, and when I tried to watch South Park episodes on a Belgian TV network called TMF the sound on my sound bar dropped out so many times I just stopped watching.
    I can make the sound drop out when I go to my youtube app on my PS4 and switch between channels. While switching from one channel to the next, the Youtube app on PS4 is supposed to make a clicking sound effect that I do hear on my headphones, but not on the sound bar. I only hear the clicking sound a bit later if I flick through the youtube channels multiple times in a row or when I rapidly scroll through them, of course I never hear the first click because of this "safety" Phillips built in the sound bar.
    I can add a video of me flicking through my YouTube channels making the sound drop out on purpose if it would help solve the problem, so please let me know if I should.
    I would like a solution too... I was so happy when I bought this sound bar, but I get really pissed off when I'm trying to watch tv and my sound just drops out and screws up the experience.
    I like the sound quality coming out this thing. But it's worth wayy less than I paid for if the sound just drops out while watching. Even if it's for 2 seconds. You can miss a lot in a conversation or an action scene in 2 seconds.
    Hello DCRJonez,

    What is the software version and serial number of your HTL9100?

    Kind regards,
    Philips Moderation Team
    Last edited by Philips - Rafal; 01-22-2015 at 12:41 PM.

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    Hello,

    I use a 55PFL6008K in combination with the HTL9100/12 soundbar.

    I have also a sound drop out problem, but slightly different:

    When I watch Netflix through the app off the TV and the sound via the HDMI ARC, it drops every 15 minutes or so, for 1 or 2 seconds.
    I don't experience this problem when I have the soundbar switched off.

    Does anyone have a solution for this annoying problem?

    Another sound related problem is that the sound and picture are not synced when I watch Netflix. The delay button is not providing a solution, because the delay can only be made bigger. When I stop the movie and restart it again. The problem seems to be solved, but only for a short while.

    Any tips on this?

    Kind Regards,

    Martin M

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    Hello Martin,

    Do you experience the sound drops during commercials/advertisements only or while watching regular TV programs?

    Kind regards,
    Philips Moderation Team

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    I am only experiencing it when I watch Netflix. I don't have it during commercials.

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    Hello Martin,

    Can you check and let me know the serial number of your soundbar please?

    Kind regards,
    Philips Moderation Team

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    My serial number is: PT1A1328007059

    Regards, Martin

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    Hello Martin,

    You have the latest firmware in your soundbar then.

    I suggest that you contact Netflix support for further assistance.

    Kind regards,
    Philips Moderation Team

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    Hi Rafal,

    When I watch Netflix on the Smart Tv with the soundbar turned of, I don't have the problem with the sound, so the problem is definately not caused by Netflix, but lies somewhere between my Philips TV and Philips soundbar....

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    Hi,

    I have the same issue with sound dropouts during TV Shows. I contacted my Philips local support and they said to turn the device over for a firmware update, which I did. Came back and it has the same problem. Setting the STB to PCM doesn't fix it. This is not related to codec change between programs/commercials, as several users have pointed out.

    I think this problem needs to be seriously addressed by Philips - tell us if there is a firmware upgrade that will fix it - and if so, which one so we can make sure that the correct one is being installed at the service center (as I said mine has been recently updated and it has the same issue). If a firmware upgrade won't fix it, then what steps should we take to solve the problem?

    Thanks,
    Miguel
    Last edited by mguerreiro; 01-30-2015 at 05:59 PM. Reason: typo

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