Originally Posted by The Big 'O'
Please wait for a Samsung Agent to respond.
You are now chatting with 'Arnold'.
Your Issue ID for this chat is LTK4380633367X
Arnold: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
Visitor: I have a Samsung PN58A550 tv and the hw-c450 sound bar. When I use the tv and disable the volume to use the soundbar and then use the tv remote to adjust the volume on the soundbar, I get a large 'not available' message on the tv.
Arnold: I see that you are not connected from the U.S, let me know if you have purchased it from the U.S.
Visitor: no canada, but there is no live support in canada. Regardless, many people in the US have the exact same problem
Arnold: LiveChat support on Samsung.com is for the U.S. models only. Unfortunately, we do not have technical or troubleshooting information for non-U.S. models. For information regarding your product, I suggest checking the Samsung website for the country where the product was purchased. I apologize for the inconvenience.
Visitor: the hw-c450 is a US model
Visitor: me and every other US person who have that soundbar and a samsung tv want to know how to fix this
Arnold: The sound bar volume cannot be controlled using TV remote.
Visitor: of course it can, it always has been. It's a feature of the soundbar by having a samsung tv too
Arnold: Do you mean the Anynet feature?
Arnold: Not to rush you, but I haven't had a response from you. Are you still there?
Visitor: no, when you have both a samsung tv and soundbar, the tv remote is supposted to control the soundbar volume which it does. The problem is that there is always a not available message displayed on the tv when doing this, but the volume still adjusts. It's very inconvenient
Arnold: Please give me a moment while I check on that for you.
Arnold: Thank you for holding.
Arnold: Face the remote only to the sound bar, the signals should not go to the TV.
Visitor: That I know, but it's impossilbe when the soundbar is directly above my tv. The tv will always be in the direct line of path. How can that not avialabe message be disabled?
Arnold: Sorry it cannot be disabled if the sound bar is above the TV. The only way is: while operating the remote should not face TV.
Visitor: On some brand new samsung tv models, this message doesn't appear. Will any firmware updates fix this?
Visitor: Soundbars are supposed to be directly above or below tv's
Arnold: I am sorry there is no firmware for this issue.
Visitor: Is samsung doing anything to address it. There are many many forums on the internet with poeple complaining about this. It affects almost anyone who has both a samsung tv and the soundbar
Arnold: Thank you for waiting. I'll be with you in just a moment.
Arnold: Yes, we have heard this from many customers and we have passed this issue to the concern team. Soon they will update us with the solution.
Visitor: do you have an estimate on how long it will be. This has been going on for almost a year now
Arnold: I am sorry we do not have the exact time frame for this.
Arnold: Is there anything else that I can assist you with?
Arnold: Thank you for chatting with us. If you have a minute, please click on the blue X close button to receive a transcript of your chat and fill out a brief survey to help us serve you better. Have a wonderful day!
Follow Samsung Service on Facebook, Twitter and YouTube.
Chat session has been terminated by the Samsung Agent.