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New Member
Posts: 5
Registered: ‎04-14-2021

Samsung Engineering not robust!

First off, two fellows from Geek repair did a fine job of showing up on time and spending some time with me discussing my HDMI Arc problem. Nothing got resolved as it was working when they were here. The situation is a month ago, I purchased a Vizio sound bar, got it all connected on our new Samsung, and it worked flawlessly for about 2 weeks.

 

Then the fun began, the Vizio I thought quit, we drove to the store, by the way 180 mi one way to return it, the store took it back no questions asked.

 

Then I started reading about Samsung and HDMI arc issues. Next, I went to a local suplier and purchased an hedmi arc converter to 3.5mm and RCA out jacks and hooked up my Bose vintage sound system. I also turned my TV off for two hours and unplugged it.

 

Next day, plugged the tv in, set up hdmi Arc and it worked flawlessly all day.

That night, turned off the TV, and next day, No hdmi arc output.

 

Although I am writing on a Best buy page, this Samsung problem is not a new one

Two Geek techies showed up, right on time, to deal with the Samsung HDMI Arc issue. (it works, then it doesn’t, I hard reset the tv and then it works again, and on and on!)

 

These to fellows pointed out the end solution would be to replace the Samsung Board Responsible, Yet, in further conversation, that might help or not. Same design as board already there. Same firmware. And my Samsung shows up to date on updates!

 

Next there is the discussion from the Geek guys that maybe the Visio sound system I purchased and returned was the problem.

 

Next, my Amazon Device that converts HDMI Arc to Audio both RCA and 3.5mm was pointed out as a possible issue! yet when they were here it was working and still is

 

What is bothersome is I have now had two devices designed for HDMI arc connection, and a situation, that is heavily discussed on the web going back to 2018, still is existent in 2021, and the only home user correction is to grin and bear it and unplug the tv for 2 hours to assure a hard reset. Hey, I don’t have to do that with any other computer or auto with a computer that I use every day.

 

Why is this Samsung TV being sold with a known bad condition?

Why has Samsung engineering not gotten involved in solving a “know signature failure of their design?

Why am I as a consumer left holding the bag?

 

I know it is not the technicians who are Best Buys first level of defense but, after a visit where I shut the tv down after the last failure and it held on for the techs to check and know it is working properly, and there only solution is possible to put in another board of the same design and firmware, How does that solve my problem?

 

It was also suggested that possibly buying a Samsung Sound bar might be a better match. My money to prove that the HDMI might work! You get the point. I would be nuts to buy another Samsung product to prove in a $2000 TV that so far is the center of the HDMI arc failures

 

Having been in the business of standards, HDMI arc is HDMI arc and the protocol of Engineering design to work as HDMI arc as one standard, not deviated by the brand of product.

 

I strongly suggest that an escalation be done to find out why this tv has a known failure and 1st level techs are stuck in the Breach of a design flaw!

 

So far, This is a crazy way to inspire me to feel good about Samsung or Best Buy!

 

 

Posts: 2,953
Topics: 36
Kudos: 99
Solutions: 152
Registered: ‎10-19-2017

Re: Samsung Engineering not robust!

Hello, HAZ,

 

Welcome to the Best Buy forums!

 

I appreciate you reaching out to us regarding your TV situation. I would be reaching out to someone as well, if this were to happen to me. Sometimes, you may have to reach out to the manufacturer directly to get more details, but I appreciate you taking the time to share this with us. I am happy to address your concerns moving forward.

 

First, I am going to need some more details from you to better assist. Will you please send me a private message with the date of purchase of your TV, your full name, e-mail address, and phone number? You can send it by clicking the blue “Private Message” button next to my signature at the bottom. I look forward to your reply!

 

Sincerely,

Deysha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Valued Contributor
Posts: 2,347
Registered: ‎02-07-2011

Re: Samsung Engineering not robust!

There are 2 versions. Arc and eArc. eArc requires an hdmi 2.1 cable and sometimes causes issues with a non eArc soundbar. Generally newer samsung TV's are eArc, make sure your useing a 2.1 hdmi cable.
New Member
Posts: 5
Registered: ‎04-14-2021

Re: Samsung Engineering not robust!

Thank you for quick response! The cable used with the vizio sound bar was compliant as U state. Worked for about 2 weeks. Then due to inexperience on my part, since the soundbar was new, I thought it had failed as the tv no longer recognized it. We took it back, then I started reading on the web back to 2018. Evidently this is an issue at times.

 

So I checked my cables and could not ident version and then purchased a compliant cable on Amazon. Connected via an e Arc Adapter to my 3.5mm audio cable to a vintage Bose sound Dock 30 pin with a matching 3.5mm jack and it worked like a charm. (for a while)

did a hard reset and it has been working. Also in looking around the web, this appears to be kind of a common issue.

 

On the positive side, the Samsung has a customer adjustable audio delay to deal with any latency issues and works like a champ. 

 

New Member
Posts: 5
Registered: ‎04-14-2021

Re: Samsung Engineering not robust!

This morning, again, HDMI arc problem. Unplugged the tv for about an hour. Pluged back in and torned on and HDM arc to audio worked. I guess I can purchase another 2.1 and keep spending my money but??? There has to be a technical solution that works!

Valued Contributor
Posts: 2,347
Registered: ‎02-07-2011

Re: Samsung Engineering not robust!

Found this. Might help

1. Unplug all devices that one wants to use with ARC (eg F900o SmarTV, Sony AVR) for at least 15’ to clear caps.

2. Disconnect all HDMI cables from SmarTV (eg SEK3500)

3. replug TV & AVR BUT DON’t turn on

4. Connect cable from ARC out from AVR to HDMI ARC port (eg HDMI4)

5. Turn on equipment — ALL ARC processes will work.



In my case, connecting the remaining 3 HDMI IN cables to SEK3500 will DEFEAT ARC. Specifically and repetitively, Plugging in HDMI3 cancels ARC, removal allows ARC to work again.
New Member
Posts: 5
Registered: ‎04-14-2021

Re: Samsung Engineering not robust!

The HDMI arc will again fail and I will try your solution. We shall see!

 

Thank you for taking time to provide a suggestion to give me hope!

New Member
Posts: 5
Registered: ‎04-14-2021

Re: Samsung Engineering not robust!

It is now the 21st of April, and just about every day, I have been doing a hard reboot of the TV by unplugging and leaving unplugged overnite, and then re establishing HDMI arc connections for sound.

 

2 days ago, the HDMI arc sound kept working! I cannot determine if the computer is gaining memory to recognize what is connected or ??

 

Anyway, I will continue to inform of progress. Very confusing situation!

 

It is confusing to need to go thru all this, but if it stays functional, I will be a happy camper!