Soundbar+ : sound becomes slow
Answered
Hello, I have a recurring problem with Soundbar+; after a few hours of use or a few days (rare times, weeks), the sound of the movie or video game, (whatever the input signal actually is) becomes very slow, like slowmotion. Except that the image is moving at normal speed, so this creates a delay of course.
My Soundbar+ is connected in HDMI eARC to my TV which is a SAMSUNG 55" 2022 QN85B Neo QLED 4K SmartTV.
Do you have any ideas or solutions?
When I unplug the Soundbar+ and plug it back in after 10 seconds, everything works fine again. But this is not a long term solution...
Thank you!
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Official comment
I would also physically unplug the TV and the Soundbar from the mains and see if this helps. Also see if there have been any firmware updates for your TV and apply them.
When it nexts occurs using the Bluesound app select Help… Send Support Request. This way Bluesound will have a copy of the logs at the time audio is playing slow.
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I have tried this a few times as well and it does happen completely randomly. Will also submit report next time it happens. My TV is an LG GX.
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@Seppi Evans, yes already did that for the TV as well. All firmwares are up to date.
I will follow your recommandation and send the logs during the next incident.
@Jens, yes indeed, I have tried to determine a chain of actions that could lead to the bug, but no! Completely random!0 -
@Jens & @JP, did you guys find a solution to the problem? I have the exact same issue since I updated my soundbar this week. I haven't found a solution so far.
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@Roy, @Jens, sorry for my late reply.
So I have exchanged so far more than 12 emails with the Support and shared the logs of my Bluesound units many times ; they have asked me to try many different things and they made me buy a new HDMI eArc cable. No changes. The tech support team is very nice and patient (as well as me, btw) but they are not able to locate the issue nor explain it.
However, this evening, a break through!
I was able to recreate the issue, for the first time!
By repeating the sequence below.- Launch some music from the Spotify app on my iPhone to my Soundbard+ through my WIFI network.
- Then launch a movie on my TV with an automatic change of the source, so eArc.
And BOOM!
So it seems the soundbar + doesn't like the switch of sources: from broadcasting music on the WIFI network to HDMI eArc.I have shared that news to the support... more to follow.0 -
It's good to hear from you back.
1 Month later since my last reply and i still experience 'slowmotion audio'. Support told me to factory reset the soundbar and to configure the following:
The TV settings (Sony Bravia a80j) were set to:- Audio output: PCM
- PCM volume slider: 100%
- TV's internal speaker: Off
- HDMI eARC: enabled
Inside the BlueOS controller App, HDMI ARC settings were set to:- Auto sense: Enabled
- Hide source: Disable
After the configuration setup the audio was still low, like it's in slow motion. This issue is very frequent and can be solved temporarily by restarting the soundbar. This is of course highly undesirable.I also found out that when i disable HDMI eARC in my tv settings, the low audio becomes normal again. I prefer to enable HDMI eARC.When HDMI eARC disabled a new issue occurs. The soundbar frequently cuts off audio.I'm desperate for a solution. :(0 -
Hi Roy
I have reopened your request - our Support Crew will be in touch
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I have the same (similar?) problem with my Soundbar+ and eArc. Today I did notice that changing the volume seems to fix the problem (until the next time it occurs). It's at least an easier way than a restart, but still an annoying problem.
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I installed the soundbar earlier today and have the exact same problem. Following this thread hopeful for a fix
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All - so after several tests I did (and not the support), I have shared my data to the support ! So the issue comes from the eARC HDMI protocol and the way the Soundbar + is managing the switch between eARC HDMI and other sources.
There is NO FIX and the support sent that issue to product management team who may or may not develop a patch. This is not acceptable but it is what it is.
I have asked for a compensation but BlueSound is ignoring me. For a 1,250$ CAD device this is bad and not customer oriented.0 -
Het the same problem. I have a LG tv. Everything is connected well. But sometimes wil turn the sound in slowmotion. It is really a Bluesound problem. My friend who also have a Soundbar plus has the same problem. Who can help me solve this problem?
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Hey Bas,
Sad to hear that you have the same problem.
Currently there is NO solution for the slowmotion audio and Bluesound acknowledges the problem.
They told me they can recreate the problem in there testlab.
SADLY they told me that there is NO indication of when this problem will be resolved.
As you can see this issue is currently 8 months old. I have no trust that they will ever fix the problem.
I guess that the problem is inside the hardware and that Bluesound is unable to solve the problem through a software update.
To this date i use the Optical cable/output because the slowmotion only appears with the use of HDMI ARC.
But with the use of the optical cable the next issue occurs, frequent audio cut-outs.
And at last, if Bluesound support tells you to purchase a Certified high quality HDMI cable (Ultra High Speed), don't do it. I tried it and it doesn't solve anything unfortunately.
If you still have warranty, i would recommend to refund the soundbar.0 -
Hi guys!
Over here the same issue! After I unplug everything it works again. Hopefully BlueSound will come with a solution.
This error occured after the last update.
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I just purchased a Soundbar+ and Sub+ a week ago for my beach condo. I had this issue the first day and several times since. I have to reboot to fix it. Now I have guest at the condo calling me in the middle of the night telling me my soundbar doesn't work. I see this issue is now 8 months old with no fix from Bluesound. I may send everything back to Moon Audio and switch to Sonos since I'm still within their 30 day return window. This is very disappointing since I just joined the Bluesound family with two Nodes for playing music.
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Corbin,
I see your support ticket in our support queue. A member of our support team will reach out to you soon.0 -
I have had the same garbled and slow sound issue since February this year. There is no fix in sight and BS advised me to contact the retailer for a refund. This was only after me re raising the query. BS consider a problem to be “solved” when they close a ticket and they close tickets if they don’t have a fix. Let this be a warning to all. I am now going to have to explain my problem and the responses from BS to the retailer and see how it goes. Not happy given i have two other BS devices in my home. Burying your head in the sand is not customer service BS!
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I gave up. I just Reboot whenever it happens every week or so. Takes about two minutes and is less hassle than sending service requests that reply with the same suggestion to reset my modem and router which doesn't work.
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I’m pleased to report that I haven’t had any issues ever since the Blu OS 4.2 update.
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