HT ST5000 Soundbar

[margaze]

Any body having sound cutting out issues? 

Any Dolby input causes the sound to cut out after a random amount of time (2 minutes up to even an hour, but it happens every time).

1. Whether the input in HDMI or optical it still occurs. 

2. Sony 4K player input - occurs

3. Sky Q input - occurs

4. LPCM input from apps, etc. - OK

5. The TV is a KD65A1

6. HDMI/optical cables are soundstrom

7. Sound always comes back if the power of the soundbar or TV is recycled. 

8 Sound always come back if a LPCM channel is selected on Sky (eg. Radio channel). 

Sony have failed to repair it under warranty & then attempted to repair the TV. Fault is still there. 

This has been going on since I bought the soundbar & now it’s over 1 year old Sony are refusing to honour their warranty! How is that right!!

I’m wishing I’d gone for a dedicated amp setup now. 

I just want it fixed, so maybe someone else has experience with this issue?

[Pascale_F]

Hi margaze,

I'll see if I can find anything out for you. Maybe another community member can help you in the meantime.

Thanks,

Pascale

[margaze]

That’s great. Many thanks.....Mark

[Win_88]

Hi margaze,

It would surely help if you could give us a connection map detailing how each device is connected and what signal passes through which device.

Also, what model of TV do you have?

Win_88

[margaze]

Hi.

TV is Sony KD65A1. 

Sky Q 2TB box

Sony 4K player UBP-X800B

All HDMI cables are sandstrom gold series

TV ARC to Soundbar ARC

With either the 4K player or the Sky Q into any of the available soundbar ports the sound will cut out. 

Note, sound is always fine if it is LPCM. Dolby digital 2.0 or better (5.1, Atmos) causes sound to cut out. 

Sony UK called me yesterday and they are ‘escalating’ my complaint- so I may get a warranty repair yet.

Thanks for taking the time to help Win_88

[Safontan]

Hello everybody,

I’m experiencing the same issue with Soundbar HT ST5000 connected via HDMI ARC to SONY AG8 55’ from a week now.

Source only Netflix or YouTube via Wi Fi.

It is very annoying because after 20 minutes working fine, sound goes back to tv speakers and I have to quit and start again the TV and soundbar.

Please Margaze keep up to date if you solve the issue with Sony UK.

Hope to hear any news from Sony Italy.

It is my first experience with Sony (TV + soundbar) premium products and I wouldn’t regret the choice!

😞

thanks in advance for any help!

F.Fontanesi

[margaze]

I will. I am yet to hear from Sony - it is a bank holiday though.

Regards

Sent from my iPad

[Safontan]

Thank you margaze. News from my side: today I got it back to Amazon with full rewards since it was my right...it is a pity nevertheless! Now I’m worried to buy another one (maybe htzf9 which is cheaper) because i think (but correct me if I m wrong) that the connection via HDMI ARC(e) to the TV (Sony AG8) could in some way damage it. I m very ignorant in this field! What do you think?

[margaze]

Hi, that’s great news you you managed to get a refund. I really don’t know about your ARCe question. I wish I’d never bought mine, what very poor support from Sony UK - They called me today and said they would not offer a warranty repair, I’ve explained to them (very strongly!) that if it wasn’t for their time consuming, time wasting solutions, that have taken months then my soundbar would probably have been fixed by now. (Many times it was...”have you tried this”, “have you replaced your HDMI cable”, “can you do a factory reset”, etc. When they eventually agreed to take it in, they couldn’t find a fault. A TV engineer was sent out and replaced parts in my TV (under the TV warranty), but the fault happened straight away and he said, “it’s not the TV, that’s a soundbar fault, I bet Sony never tried the correct type of input”. (Which is a Dolby digital input in my case). So what am I left with? Sony UK letting me down and refusing to fix my soundbar! I am waiting yet again for their response. 

[margaze]

Sony have now got back to me (after I was informed my case has been escalated again). They have now agreed to to treat the fault as a combination of TV/Soundbar and a in home visit will be arranged shortly. So, I’m pleased about that anyway. The sound is still cutting out everyday without fail if a Dolby Digital is used - This does include watching through the Google Play app of the TV too, as I found out recently whilst renting Captain Marvel & Avengers Endgame.