Samsung HW-N950 and Dolby Atmos with Apple TV and Xbox One

Lglenn955 on 26/02/2019 - 19:43
Last edited 26/02/2019 - 19:53

Hello,

This is following on from a discussion in https://www.ozbargain.com.au/node/440627

I fear this will actually be the death of me… :O

So the back story is I have the N950, an Apple TV 4K, a XBox One and a cheap Bauhn 4K 60" TV from Aldi.

Initially when plugging the Xbox and the Apple TV 4K into the HTML ports of the N950 I would only hear the effect channels. I got no voice.

From advise of Samsung support - When I plug ARC the TV/N950 detect and TV shows it is connected. But I don't get ATMOS on the N950 display. (I have seen this - I don't recall how/what the config was).

The HDMI cables are just what I had lying around. Some bought from OzB claiming to be highspeed. 4K premium highspeed 3SIXT saying 10.2 GBPS. I think this is an unknown and I might have to go out and throw some $$$ at this issue (so it better be the cables! Already spent enough money and time and a lot of my sanity.)

The media I am testing on is a 2018 movie of a popular band. It is MKV format and ~20GB in size. KODI does recognise it as Dolby HD 7.1. I get faint sound out of the upward speakers.

Audio setting on XBOX:
HDMI Audio = bitstream out
Optical audio = greyed out
bitstream format = Dolby Atmos for Home

With these settings I get no sound from the N950 using Kodi Or Films & TV app. I also don't get system beeps.

If I change the bitstream format to DTS Digital Surround - No sound heard.

If I change bitstream to Dolby Digital I hear system beeps and sound from Kodi etc. But I wouldn't expect Atmos.

This is full on doing my head in.

Can those far more intelligent than me suggest a demo file I can use to test to eliminate the dodgy downloads I have. Something that is really opvious when it is working please. :) Maybe also suggest an app if the ones I mentioned are not appropriate.

It has been mentioned that the TV needs to be ATMOS ARC capable. I'm guessing if this is a real thing then mine won't be. But I am sure at some point I have seen the words ATMOS on the N950's display.

Let's leave the Apple TV 4K out of it for now.

HELP!

Glenn.

EDIT: Firmware is 1005.1 (I believe this is the most recent)

Electrical & Electronics Apple Game Console Media Player Microsoft Samsung Soundbar

Comments

  • whitelie on 26/02/2019 - 20:02
    +1

    Isn't HDMI high speed more like 18gb/s? I'd start with new cables and see how you go. Don't need to spend a fortune on them but HDMI2.0 ones at least.

  • ode1online on 26/02/2019 - 20:44

    My Xbox one X Audio settings are set the same as yours and I can confirm it outputs to my Av receiver as DOLBY ATMOS (ALWAYS) its like it upscales it.
    So all content from the xbox should be dolby atmos if set the same as you mentioned.
    I actually use PLEX rather than Kodi on the xbox however so cant help with settings there.
    You should be able to plug in the Xbox into the sound bar and let the HDMI ARC between the TV and Sound bar do there job

    Did you set up the dolby atmos on the xbox with the app?

    https://www.microsoft.com/en-au/p/dolby-access/9n0866fs04w8?…

    • glenn955 on 26/02/2019 - 22:13

      Hi. Yes I ran the Dolby app. :)

      I'll install plex. Playing with it this arvo when I plugged it into the soundbar I wasn't getting any sound. I had previously but this might have been due to the ARC setting still being on???

      But early on when I had the devices plugged into the soundbar directly I wasn't getting the main voice channels. So I could hear all the effect sounds but when people spoke there was nothing.

      Maybe the HDMI cables will resolve it - stand by. :)

  • locrepins on 26/02/2019 - 21:11

    The unfold demo never gets old: https://thedigitaltheater.com/dolby-trailers/

    HDMI cables past v1.4 are rarely the issue for short runs (< 3m), once you get longer a higher quality cable with thicker gauge wires and better shielding is necessary.

    IIRC the current hdmi spec on consumer devices (2.0b) doesn’t have enough bandwidth on the ARC to supply an atmos signal, I only managed to get Plex Media Player and the Apple TV to pass atmos when plugged directly into the sound bar and plugging the upstream hdmi port to the tv.

    You may also have to fiddle around with the audio output/input format, bitstream is what you want.

    • glenn955 on 26/02/2019 - 22:18

      Thanks for the link. It will be good to have a guaranteed working file to test with instead of dodgy torrent movies.

      I just shake my head in disbelief if the statement that the 2.0b HDMI cables still are not good enough to get Atmos. This is meant to be a consumer product but it seems we all need to be rocket surgeons to get it going. I'll have another go tomorrow or when I get the new HDMI cables. Thx!

  • glenn955 on 27/02/2019 - 17:31

    Hi All,

    Bought new cables. Plugged the Xbox into the HDMI 1 port of the N950. Another new cable from the ARC output of the N950 to the ARC port on the TV. (which is HDMI 1). TV on HDMI 1. Soundbar on HDMI 1.

    Soundbar says Dolby Atmos

    BUT! When I play a movie (including the sample file indicated above) I don't get the voice channel. I hear all the effects but no one is talking. For example in Mission Impossible - Fallout at the start. There is no priest talking, but the background music is there.

    This is what I experienced early on.

    Using PLEX there doesn't seem to be any Audio app settings.

    Any thoughts?

    • whitelie on 27/02/2019 - 21:39

      What are the audio settings on the Xbox? Try it with the decoding off so the soundbar sorts it out. Should be in the Blu ray settings somewhere.
      Pretty sure there is also one in the volume settings that is generally set to stereo, make sure it's set to Surround.
      I think it will be a setting issue somewhere now.

      • glenn955 on 27/02/2019 - 21:54

        In Settings -> Audio &Video. Audio is set to Surround Sound
        -> Display & Sound. HDMI Audio = Bitstream out, Optical audio = greyed out & off, Bitstream format = Dolby Atmos for Home (other options here are DTS Digital sound and Dolby Digital)

        • whitelie on 27/02/2019 - 21:57

          Is there still a Volume sub heading under Display & Sound? Then Setup TV & Av
          There used to be, long way away from my Xbox to check all the settings though :(

          • glenn955 on 27/02/2019 - 22:01

            @whitelie: Yep.
            Chat Mixer = reduce other sounds by 50% (Other options mute all, mute by 80% and do nothing)
            Party Chat output = speakers (other options Headset and headset and speakers)
            Setup TV & AV = same screen and Audio & Video above
            Change volume with voice by = 3 steps (lots of other step options)
            Not sure there was anything here of use. :(

            • whitelie on 27/02/2019 - 22:06

              @glenn955: What are the other Bitstream output options?
              Is there another output setting in the BluRay menu to bypass it and let the receiver decode the audio?

              • glenn955 on 27/02/2019 - 22:14

                @whitelie: There is Off (which means the optical out would need to be on), Stereo uncompressed, 5.1 Uncompressed, 7.1 uncompressed and the bitstream out.

                • whitelie on 27/02/2019 - 22:16

                  @glenn955: Go in to the BluRay settings, there should be a "Let my receiver decode audio" box under the Dolby Digital tab.

                  • glenn955 on 27/02/2019 - 22:19

                    @whitelie: It was already checked.

                    I think I might sign up to Netflix and try to get it working on the Apple TV. Maybe just the centre speaker is dead.

                    • bert-lifts on 01/03/2019 - 02:42

                      @glenn955: Is the AppleTV at least working when plugged into the soundbar?

                      • glenn955 on 02/03/2019 - 16:32

                        @bert-lifts: Sorry for delay. So today I signed up to 1 month free netflix and searched for Okja. When I played the soundbar showed Atmos on the screen. But again I got no voice.

                        I contacted Appliances Online (who I bought it from) expecting to get screwed around. But wasn't the case… Although it hasn't happened yet a technical person will ring me, if they can't solve it then a home visit will happen and if that fails then a replacement. So hopefully in the next few days it will be sorted.

                        • glenn955 on 02/03/2019 - 16:40

                          @glenn955: Hmmm - Just played a 5.1 tv show and also got no voice.

                          Does the voice come out of the front centre speakers only?

                          Playing at home? Riverday S01E01 2:12 I can see from the subtitles that the narrator is talking. I can hear the music, but zero voice. In Okja when she is walking and talking down the stairs near the start I can kinda hear an echo.

                          I am so hoping that the device is faulty.

                          • glenn955 on 02/03/2019 - 17:45

                            @glenn955: Playing YouTube and sound was coming from the centre speakers. :( So not a hardware fault with the speakers.

  • glenn955 on 02/03/2019 - 17:45

    Contacted Samsung. Do we think the TV might be at all contributing to the issue?

    A member of our web team will be available soon.
    Welcome to Samsung Australia Live Chat.
    Samsung Rep
    Hi Glenn, this is Samsung Rep. I will do my best to help you with Dolby Atmos.
    15:43
    thx
    15:43
    Samsung Rep
    May I know what are the troubleshooting steps have you done so far?
    15:43
    https://www.ozbargain.com.au/node/440808#comment-7010879
    15:44
    it has been documented on that link
    15:44
    with help from ppl in ozbargains
    15:44
    Samsung Rep
    I'll check on this. Can you hold for 2-3 minutes?
    15:45
    sure
    15:45
    Samsung Rep
    Thanks for waiting, Glenn.
    15:47
    np
    15:47
    Samsung Rep
    I see that the soundbar is connected to your Xbox console.
    15:48
    yes. as well as Apple TV
    15:48
    Samsung Rep
    Have you tried to connect the soundbar to a different device that supports Dolby Atmos?
    15:48
    Samsung Rep
    I see.
    15:48
    same for both devices
    15:48
    The N950 displays Atmos but no main voice audio is heard
    15:49
    Samsung Rep
    May I know what application you are using to test Dolby Atmos?
    15:50
    currently Netflix on ATV as it should work.
    15:50
    ATV 4K
    15:50
    It is Atmos capable.
    15:51
    Samsung Rep
    Can you try to search Dolby Atmos on YouTube application for testing?
    15:51
    But - Also not hearing main audio on 5.1 :(
    15:51
    youtube is capable of delivering Atmos?
    15:52
    Samsung Rep
    Let's check that.
    15:52
    Samsung Rep
    There are videos on YouTube that has Dolby Atmos samples that you can try.
    15:52
    but the issue here is that I hear sound. Just not voice.
    15:53
    like the leaf test - there is no voice.
    15:53
    so I hear frogs and wind etc
    15:53
    and that might be all there is… but when there is voice I don't hear it.
    15:53
    Samsung Rep
    Is there any Dolby Atmos sample videos on YouTube that has Dolby Atmos?
    15:54
    yes - I am playing them - but they don't have voice (or if they do I don't hear them)
    15:54
    Samsung Rep
    Is there any Dolby Atmos sample videos on YouTube that have voice?
    15:54
    how would i know? :(
    15:54
    Samsung Rep
    I'll check this again on my system. Can you hold for 2-3 minutes please?
    15:55
    so - i am not sure youtube app will give atmos. I am looking at the ONKYO - What is dolby atmos? video. I hear sound but I don't think it is atmos. the soundbar doesn't display atmos in the display.
    15:57
    when i go from youtube to Netfix and play Okja movie the soundbar displays Dolby Atmos on the display.
    15:59
    I don't think youtube is a reliable test.
    15:59
    Samsung Rep
    Thanks for waiting, Glenn. Just to check, what is the brand of your TV?
    16:02
    It is Bauhn - but I don't feel this is the issue. I am connecting the Apple TV (and XBox) directly to the soundbar.
    16:02
    Samsung Rep
    I understand that Glenn. We also support Samsung TV here, normally we also change settings on the TV if you are using a pass-through connection.
    16:04
    I am not using passthrough
    16:04
    Samsung Rep
    Actually, you have the same connection on the user manual for this soundbar.
    16:07
    Samsung Rep
    You can check page 15 of this link. http://downloadcenter.samsung.com/content/UM/201807/20180717…
    16:07
    yes - I have it printed… it is the same
    16:07
    Samsung Rep
    If you refer to the first part of page 16, you'll see that there is a note that there are settings on the connected device that needs to be configured.
    16:08
    Are we talking in HDMI mode?
    16:09
    Samsung Rep
    Example for Samsung TV, there is an option under sound expert settings to turn on Dolby Atmos. That's the reason why there can be settings on the Bauhn TV that can activate the Dolby Atmos function.
    16:09
    Samsung Rep
    Yes.
    16:09
    The N950 detects Atmos. It is displaying it on the screen.
    16:10
    Samsung Rep
    Configuring DolbyAtmos® on your BDplayer or other device.
    Open the audio output options on the settings menu of your BD player or other device and make sure that “No Encoding” is selected for Bitstream. For example, on a Samsung BD Player, go to Home Menu → Sound → Digital Output and then select Bitstream (unprocessed).
    16:10
    WOuldn't that be for ARC?
    16:11
    Samsung Rep
    If the Audio Output options include Secondary Audio, make sure Secondary Audio is set to Off.
    16:11
    RIght - Thais is all set on the ATV. And it is the case as the soundbar displays Dolby Atmos when atmos content is played.
    16:11
    Samsung Rep
    Yes, you are using the same connection on the user manual.
    16:12
    Right - The HDMI-Out is going to HDMI1 on the TV. The ATV is connected into HDMI IN 2 on the N950 and the XBox is connected into the HDMI IN 1 on the N950.
    16:13
    I would think the TV could be switched off and I should still get the sound. ;)
    16:14
    Samsung Rep
    Glenn, I understand that you have checked all possible settings to configure Dolby Atmos correctly. But the settings to get Dolby Atmos working on the soundbar is set from the source or device that is connected to the N950 and also the TV.
    16:14
    Do you not feel that if the N950 says "Dolby Atmos" when playing Dolby Atmos content that it is safe to assume that the ATV (which doesn't have too much to configure in this space) is configured corre
    16:16
    correctly?
    16:16
    Samsung Rep
    It's possible that even N950 says Dolby Atmos there can be settings on the sources or TV that affects its functionality.
    16:18
    Samsung Rep
    You can contact the support team of your TV to check if there are settings on their end that needs to be configure.
    16:18
    The apple TV audio options are (and there are only 2 of them) Change Format=off (changing this will allow it to remix to 5.1) and Immersive Audio=Dolby Atmos=on
    16:19
    I don't believe the TV is doing anything here.
    16:20
    Is it just not possible that the N950 is faulty?
    16:20
    Samsung Rep
    It's possible that there are other settings that need to be configured first on your source to get this working.
    16:22
    There are no other settings.
    16:22
    The soundbar detects dolby atmos but is not playing it correctly.
    16:23
    Samsung Rep
    Have you contact the support team of Apple TV or Xbox with this concern?
    16:23
    so you feel that both ATV and Xbox are a problem, but not the N950?
    16:24
    Samsung Rep
    If you think the soundbar is faulty, we can refer you to the nearest service center where we can get it check.
    16:24
    As I experience the same on the XBox
    16:24
    Samsung Rep
    Please be advised that if our technician finds no problem with the soundbar, charges may apply.
    16:25
    Well that would help eliminate a variable.
    16:25
    I think this shouldn't be the case.
    16:25
    Does samsung say the N950 works with ATV?
    16:26
    Samsung Rep
    I understand. That's why we recommend you to contact the support team of your device so they can also help to isolate this issue.
    16:26
    Samsung Rep
    Because there are no settings that need to be changed on the soundbar to get Dolby Atmos working, it's all on the sources.
    16:27
    I would expect that Samsung would be most happy to look at the device free of charge to keep a customer happy.
    16:27
    a customer that has spent 3 months trying to get this to work.
    16:27
    Samsung Rep
    Glenn, No fault found is part of our disclaimers we provide to our customer before referring them to get their device service.
    16:28
    Can you give me the settings of the ATV (a popular device that samsung should expect will be connected) to ensure that Atmos will work?
    16:28
    Samsung Rep
    That is also one of the reasons why I'm referring you right now to contact the support team of your Apple TV and Xbox to isolate the problem.
    16:29
    But you are not really resolving the issue. I will contact ATV. I will come back to you.
    16:29

  • glenn955 on 08/04/2019 - 08:38

    If you were wondering what happened…

    It is now day 132 since buying this soundbar.

    I took it into their service centre when they had it for a week and told me there was a setting on the TV that needed to be changed. (Oh - Did I tell you I also bought a Samsung TV as their support said it was a TV issue?) Brought it home and it wasn't the case. Back onto support and they said it needed to be brought in. I then proceeded to advise where they could stick it and they decided to send someone out.

    Tech spent 90 minutes and was unable to get it to work. He said it should be returned to the service centre (where he was based). I asked if he could take it and he said no. :(

    Another discussion and support said they needed to have someone come out to asses the sound bar. (I thought they had done this a few times already). The guy came out, spent 90 minutes, couldn't get it to work.

    All week I've been told my resolution manager would be calling. Each day I was told "soon". On friday when I said that this was beyond a joke I finally got a call. Sadly she was unable to do anything as the computers were down. Waiting for a call today. What are the odds I get it?

    Samsung support is a huge bad joke. I've jumped through so many hoops trying to prove the device faulty. Taken 2 days off work to courier it to and from the service centre, bought new HDMI cables, A new TV (and a new TV stand because new TV didn't fit on the old one). All up on top of the sound bar I've spent ~$2,500 unnecessarily.

    Samsung have hinted they are going to replace the device (maybe for a newer model - not sure there is one or not). Do you think I should get other compensation?

  • whitelie on 08/04/2019 - 14:01

    Wow, sounds like you've been thru the wringer! I've only ever dealt with Samsung support once for my QLED and they were excellent. You've got a lot of patience, a lot of people would have told them to shove it by now. Might need to get someone else involved if there's no resolution soon.

  • bert-lifts on 28/04/2019 - 09:59

    Sorry to hear you're still having issues mate. I actually ended up returning mine.

    Had an issue where even though the lights were blue on the rears and sub, sometimes they didn't work. Would have to completely unplug everything or re-pair them again.
    I decided it wasn't worth the hassle of doing a sound check to see if everything was working every time I turned it on.

    It's such a shame because hardware wise this thing is fantastic for soundbar, but Samsung and their software is a huge letdown. The fact it's only had 2 updates since launch is also poor form from them. Awful support. Will probably never buy a Samsung audio product again to be honest.

  • glenn955 on 30/04/2019 - 13:05

    Finally Samsung agreed to replace the unit. I took the replacement home and the Atmos sounds all worked. YAY! BUT… There was a hum coming from the front right speaker. So another trip to the repair centre. :(

    They fast-tracked the repair and a week later (yesterday) I picked it up and finally it is all working as expected.

    152 days after the initial delivery. I'm happy it is working. The device sounds great. Getting Atmos working from devices like Apple TV and XBox One is not currently possible outside of their own movie store. NVIDIA Shield works perfectly with Plex.

    So now I wonder should I pursue compensation? I've had to take time off work to deliver the soundbar to and from the repair center 3 times. I bought new HDMI cables as recommended by their support. As well as a new TV after their support said it wouldn't work with an Aldi TV. (It would - the device was faulty but they wouldn't admit it). What do people think? VCAT?

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