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I felt compeled to share my horrible experience with samsung customer support after finding out something was wrong with my brand new 2012 smart tv. (UN46ES7500) I'm a Sofware Engineer by trade, so I do have my share of knowledge when it comes to the subject.
So Here's what I found out about the Samsung Smart Hub Interface:
It does NOT SUPPORT 5.1 Dolby Digital/DTS Surround Sound output at all for Netflix, Amazon Video, Hulu, Etc. Eventhough those services claim 5.1 sound on their respective interface thru SmartHub. It doesn't matter if you are using HDMI or SPDIF/Optical, nor PCM/Dolby Digital Audio output settings going to your Home Theater.
It all started when I was trying to watch a movie on smarthub on netflix with a 5.1 audio track. My home theater was detecting Stereo only and upmixing to ProLogic II. So I decided to watch the same movie on Amazon thru SmartHub. Same deal stereo only...So I turn my PS3 on, and walah...No problem 5.1 surround sound crystal clear with the same movie on Netflix and Amazon on my PS3.
So these 2012 Samsungs Smart TVs do output 5.1 surround sound (DD/PCM) thru optical or hdmi, but NEVER when using SMARTHUB INTERFACE....UNACCEPTABLE!
Please we all need to contact SAMSUNG, NETFLIX, AMAZON VIDEO and complain about this. A new firmware needs to come out ASAP for such an idiotic issue. Below is a chat I had with the Incompetent samsung customer service reps...I finally got to speak to a supervisor to get a clear explanation. Pretty comical too
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Please wait for a Samsung Agent to respond.
You are now chatting with 'Scott'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Your Issue ID for this chat is LTK56401991727X
Scott: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
Visitor: I have the UN46ES7500 smart HDTV...I AM NOT GETTING 5.1 Dolby digital SURROUnd sound being output from my SPDIF/Optical port....please help...
Scott: I am sorry to hear that you are experiencing issue with the TV.
Scott: May I know the Input source that are connected to the TV?
Scott: Please click on the link below and try to follow the instructions on SPDIF settings:
Scott: http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=391506&modelname=&modelcode=&session_id=&from_osc=
Scott: Are you able to access the link above?
Visitor: hold on\
Scott: Sure, please go ahead.
Visitor: Im trying to watch OTA, Netflix, and AMzon Prime all support 5.1 SURROUND sound....I have it being output from SPDIF/Optical to my 5.1 surround sound reciever....
Scott: I I understand your concern.
Visitor: the link you gave me, i already tried that...
Scott: Thanks for confirming.
Visitor: its just dolby digital vs PCM
Visitor: I NEED TO BE 5.1 DD, not stereo DD
Scott: Does this happen on all inputs (like DVD and cable box)?
Visitor: NO....
Visitor: the netflix and amazon prime video is built in the smart tv
Visitor: thru smart hub
Visitor: they both support 5.1 surround sound
Scott: Would you mind holding a few minutes while I gather the required information for your request?
Visitor: so does over the air broacast
Visitor: yes, i can hold
Scott: Thank you.
Scott: Thanks for holding.
Scott: I am sorry for the delay.
Scott: Please click on the link below and try to follow:
Scott: http://www.samsung.com/us/support/SupportOwnersFAQPopup.do?faq_id=FAQ00000636&fm_seq=804
Scott: Are you able to access the link above?
Visitor: hold on
Scott: Sure, please go ahead.
Visitor: yes i can see...
Visitor: so why is it not outputing 5.1 dolby digital?
Scott: Did you connected home theater to the TV?
Visitor: yes
Visitor: via optical
Scott: Thanks for confirming.
Scott: Did you selected the source as external speakers?
Visitor: I tried both..i tried external and tv speakers...only comes out in dolby digital stereo(2 channed) not 5.1
Scott: You need to select the source as external speakers on the TV.
Visitor: ok so thats the only way then?
Scott: Please go ahead and check if the same issue persists.
Visitor: so the UN46ES7500 does indeed support 5.1 dolby digital over optical/spdif....correct?
Scott: If you want to hear sound from 5.1 speakers then you need to use the home theater.
Visitor: I KNOW that........duh...but it does pass thru 5.1 dobly digital thru the optical output, correct?
Scott: I'm sorry for the delay. I'll be right with you.
Scott: When you connect the home theater to the TV with the optical cable then you will get sound from 2 speakers.
Visitor: i get sound from my home theather, but not in 5.1 surrounnd sound...
Scott: If you want to hear the sound from the 5.1 dobly digital thru the home theater then you need to connect the home theater to Input device via optical cable.
Scott: Are connecting cable box to the TV?
Visitor: but the TV is the input device
Visitor: have you listened to one word that i said? with all due respect
Scott: I understand your concern.
Visitor: I have my tv directly connected to my home theater via optical
Visitor: forget about cable boxes, dvd players, or ps3s. or xbox
Scott: If you using the cable box then you need to connect the home theater to the cable box via optical cable and then connect the cable box to the TV.
Visitor: forget bout cable boxes
Visitor: im using OVER THE AIR channels
Visitor: using netflix built into smart hub
Visitor: i want the optical sound to be in 5'1 dolby digital not stereo
Scott: May I know the model number of the home theater?
Visitor: my home theater supports 5.1 dolby digital...
Visitor: thats not the problem
Scott: Please press pl II button on the home theater.
Visitor: please connect me to your supervisor....pro logic 2 is not 5.1 dolby digital...
Scott: I sincerely apologize for the inconvenience.
Visitor: ill be waiting
Scott: Thank you for waiting. I'll be with you in just a moment.
Scott: May I know the current firmware version on the TV?
Visitor: the latest one...
Visitor: i check for that freqently
Scott: The TV does not decode the signal from an HDMI source the Dolby Digital option will not be available from any HDMI sources.
Scott:
Scott:
Scott: The SPDIF Output allows you to select the audio format that you would like to output the sound from your TV, PCM or Dolby Digital. However, there are restrictions on when the Dolby Digital signal is allowed to be selected. The Dolby Digital Audio format is only available to be selected when the TV is decoding the Dolby Digital signal. This means that there will only be two instances when you will be able to select Dolby Digital as your output audio format.
Scott: 1. When the TV is receiving an ATSC or QAM channel that is carrying the Dolby Digital track.
Scott: 2. When the TV is using a streaming service, such as Amazon VOD, Vudu, Hulu, etc. that has a Dolby Digital track.
Visitor: i know all that..but its outputing in stereo dolby digital...not 5.1...
Scott: I'm sorry to inform you that; the TV will produce 5.1 surround sound if the source is RF cable or direct cable.
Visitor: SO why isnt sending 5.1 Dolby digital out then?\
Scott: As the source for the TV is air/antenaa connection, the TV will not produce 5.1 surround sound.
Visitor: ok...fine...how do you explain then netflix not sending out 5.1 dolby digital output thru the optical?
Visitor: or amazon video?
Scott: The Netflix has the capability of sending 5.1 surround sound, if that partuicular video has 5.1 surround sound capability then you will be able to get audio from Netflix videos also.
Visitor: the videos from netflix have 5.1 dolby digital tracks
Visitor: so do the ones from amazon
Scott: It depends on the app you stream. The TV will produce only 5.1 surround sound depending on the source.
Scott: If they have 5.1 surround sound you will get 5.1 surround sound from home theater speakers not from the TV.
Scott: If you are connecting optical cable from optical OUT on the TV to optical IN on the Home theater and if you connect any input device like Xbox or Cable box or PS3 to the TV with HDMI or component cables then TV will send out only 2.1 channel sound.
Scott: If you are connecting antenna cable to ANT IN port on the TV and if the source on the TV is TV mode then TV will be capable to send 5.1 channel sound.
Visitor: so why is the TV not outputing the signal in 5.1 Dolby digital? its only sending 2 channels (stereo)
Scott: TV will send out 5.1 channel sound only when you connect RF connection to the TV.
Scott: If the source on the TV is HDMI or component then TV will send out only 2.1 channel sound. If you would like to get 5.1 DTS digital sound from the home theater connect the optical cable from input device to the home theater.
Scott: The TV can output 5.1 channel surround sound through the optical out port only if the TV is tuning the signal, i.e when it is connected to the antenna or direct cable(without box).
Visitor: please just answer YES or NO.... I have a netflix movie to stream from smart hub....it has 5.1 sourround sound dolby digital tracck....so why it isnt sending the 5.1 sound to my hometheater?
Scott: The TVs have only 2 speakers and so they can produce 2.1 sound from the TV speakers. However, if you connect a Home Theater which has 5.1 and if the channel supports 5.1 than you will be able to produce 5.1 sound from the Home Theater not from the TV speakers.
Visitor: does the tv optical output support 5.1 dolby digital OUTPUT if netflix or amazon have a 5.1 track, yes or no?
Scott: Yes, it supports. But, the particular video should support 5.1 channels.
Visitor: ok...so why isn't my TV sending 5.1 dolby digital out then?
Scott: The TV will not produce 5.1, the home theater will produce 5.1 surround sound. If you connect a Home Theater which has 5.1 and if the channel supports 5.1 than you will be able to produce 5.1 sound from the Home Theater not from the TV speakers.
Visitor: false....the tv will send 5.1 surround sound dolby digital out from the optical...
Scott: Please try to connect the home theater to the TV via optical cable and play Blu-ray disc which has 5.1 track and check for the result.
Visitor: that tells me right there, you dont know what you are talking about....please just transfer me to on of ur supervisors now..this is getting aggrevation
Scott: If you connect any device through HDMI or any other port, in that case, the TV will output 2 channel audio(stereo) through the Optical out port.
Scott: The best option is to connect the surround sound system directly to the Cable Box through an optical/HDMI cable and set audio output on cable box as bitstream so that you can get surround sound, instead of passing the audio through the TV.
Visitor: you arte missing the point...i have the smart hub..i have netflix and amazon video...they are not sending 5.1 out when they should....
Scott: I'm sorry for the inconvenience. The TV can output 5.1 channel surround sound through the optical out port only if the TV is tuning the signal, i.e when it is connected to the antenna or direct cable(without box).
Visitor: please stop cut and pasting non sense...im an engineer by trade...
Visitor: just connect me to a supervisoer
Scott: I'm sorry; if the videos have 5.1 track you will surely get audio from home theatre but not from the TV.
Visitor: they are not...nothings wronf with the home theater...my ps3s 5.1 sounnd works fine with my home theather...
Visitor: please connect me to a supervisor
Visitor: now...
Visitor: so does my cable box.....
Visitor: no 5.1 sound from netflix nor amazon via smart hub
Scott: Sure. Can you hold while I transfer this chat to my supervisor?
Visitor: yes finally, thank you
Please wait while I transfer the chat to 'Dylan D'.
You are now chatting with 'Dylan D'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Your Issue ID for this chat is LTK56401991727X
Dylan D: Let me quickly go through the chat conversation.
Visitor: ok thank you\
Dylan D: You are welcome.
Dylan D: I am sorry for the inconvenience.
Visitor: do you understand what my problem is? apparently the previous agent scott did not...
Dylan D: I have complete understanding on the issue.
Visitor: before we go on, there is absolutely nothing worng with my home theather...i get 5.1 Dolby Digital signal to my home theather via optical from my ps3 and hd cable box....
Visitor: but no 5.1 from tv's spdif output jack
Dylan D: TV will send 5.1 dolby digital from optical audio out port on the TV to the receiver or home theater system if the source on the TV is set to TV (Cable or AIR). If other devices are connected to the TV like cable box with a HDMI cable to the TV, optical port on the TV delivers 2.1 channel surround sound to the receiver.
Dylan D: TV delivers 5.1 channel surround sound through the optical port only when the source is set to TV. If other sources are connected or input devices are connected to the TV, it emits only 2.1 channel surround sound from the optical port.
Dylan D: Audio out port on the TV emits only 2.1 channel surround sound.
Dylan D: TV has two internal speakers and it has the capability to deliver 2.1 channel surround sound. However, when you connect any home theater system to the TV using antenna, then TV will be able to send out 5.1 channel surround sound to the home theater.
Visitor: ok..i have netflix and amazon video thru smart hub....the movies are encoded in 5.1 dolby digital...why it doesn't send 5.1 out?
Dylan D: It is not possible to get 5.1 channel surround from the TV speakers.
Visitor: i know thats...forget about the tv speakers....
Dylan D: I understand the situation. TV has the capability of sending 5.1 channel surround sound to the receiver. You will hear 2.1 channel surround sound from the apps content as audio is delivered from TV's audio out to the receiver.
Visitor: but why?
Visitor: why is nelfix or amzon apps doing that? the content is in 5.1 sound
Dylan D: Optical audio out port emits 5.1 channel surround sound only when the source is set to antenna. If you try to access same apps on Blu-ray player connected to receiver or Home Theater with Blu-ray, you will hear 5.1 channel surround sound. But from the TVs, it is not possible to get 5.1 channel surround sound when you watch Netflix or Amazon videos.
Visitor: wow.. reallly? that sucks
Dylan D: I am really sorry for the inconvenience.
Visitor: what kinda effing smart tv is that then?
Dylan D: However, if you are using Samsung Home theater then there is an option to convert the 2.1 channel sound to 5.1 channel sound.
Visitor: so everybody that owns a smart tv cannot watch netflix or amazon video in 5.1 sound?
Dylan D: Are you using Samsung Home theater?
Visitor: u know better than that converting 2.1 to 5.1 is a gimmick...nothing beats straight 5.1 dolby digital
Visitor: so is netflix and amzon aware of that? why would they bother offer 5.1 sound on smart hub>?
Dylan D: We do not have the information regarding Netflix and Amzon.
Visitor: dont you think thats a bit odd that i can use those apps in 5.1 surround?
Visitor: can't
Dylan D: I really understand the situation from your standpoint.
Visitor: what if i use an HDMI cable to my home theather, will those apps signal be 5.1?
Visitor: or is that just an optical/spdif issue?
Visitor: or is the apps issue only
Dylan D: If you connect the HDMI cable also TV is not capable to send 5.1 channel sound.
Visitor: even in PCM?
Dylan D: Yes, you are correct.
Visitor: WOW...
Dylan D: Even in PCM mode TV will not be able to send 5.1 channel sound.
Visitor: so the issue is not hdmi or spdif ports...
Dylan D: Yes, the issue is not with the HDMI or Spdif ports.
Visitor: the issue is is thats those apps in the samsung smart hub wont send 5.1 sound
Dylan D: Yes, you are correct.
Visitor: again thats very odd...
Dylan D: I am really sorry for the inconvenience.
Visitor: even tho my ps3 sends 5.1 sound in netfilx and amazon
Dylan D: In TV audio settings you will be able to have the options PCM, Dolby digital.
Dylan D: Dolby digital can be enabled only in TV source.
Dylan D: If you connect the optical cable from the input device to the Home theater then you can get the 5.1 channel surround sound
Visitor: i know all that...
Visitor: will there be a firmware in the future to fix this?
Visitor: this smart hub really sux....
Dylan D: As of now there is no firmware update for this.
Visitor: the whole user interface sux too...i love samsung products.....but WOW...
Dylan D: However, we will forward your suggestion to our appropriate department so that our engineers might work with this issue.
Visitor: HECK YES, PLEASE DO SEND THAT...why should i pay for netflix and amazon video if i can't watch this movies in 5.1 sound?
Dylan D: Sure, we will forward your suggestion to our appropriate department.
Dylan D: However, please check with the Netflix support and Amazon support if there are any settings at their end.
Dylan D: Also check if there is any option in the Home theater.
Visitor: i think this a samsung smart hub problem...i watch the same movies via neflix and amazon video via PS3 in crystal clear 5.1 surround sound with no issues at all...
Visitor: not a home theather issues either...converting stereo signals to pro logic 2 is so late 90's
Visitor: thats a joke...
Dylan D: We will forward this to our appropriate department.
Visitor: please do dylan....i appreciate your help...do you have a samsung smart tv? would you be happy with this issue?
Dylan D: Thanks for your patience and understanding.
So Here's what I found out about the Samsung Smart Hub Interface:
It does NOT SUPPORT 5.1 Dolby Digital/DTS Surround Sound output at all for Netflix, Amazon Video, Hulu, Etc. Eventhough those services claim 5.1 sound on their respective interface thru SmartHub. It doesn't matter if you are using HDMI or SPDIF/Optical, nor PCM/Dolby Digital Audio output settings going to your Home Theater.
It all started when I was trying to watch a movie on smarthub on netflix with a 5.1 audio track. My home theater was detecting Stereo only and upmixing to ProLogic II. So I decided to watch the same movie on Amazon thru SmartHub. Same deal stereo only...So I turn my PS3 on, and walah...No problem 5.1 surround sound crystal clear with the same movie on Netflix and Amazon on my PS3.
So these 2012 Samsungs Smart TVs do output 5.1 surround sound (DD/PCM) thru optical or hdmi, but NEVER when using SMARTHUB INTERFACE....UNACCEPTABLE!
Please we all need to contact SAMSUNG, NETFLIX, AMAZON VIDEO and complain about this. A new firmware needs to come out ASAP for such an idiotic issue. Below is a chat I had with the Incompetent samsung customer service reps...I finally got to speak to a supervisor to get a clear explanation. Pretty comical too
Please wait for a Samsung Agent to respond.
You are now chatting with 'Scott'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Your Issue ID for this chat is LTK56401991727X
Scott: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
Visitor: I have the UN46ES7500 smart HDTV...I AM NOT GETTING 5.1 Dolby digital SURROUnd sound being output from my SPDIF/Optical port....please help...
Scott: I am sorry to hear that you are experiencing issue with the TV.
Scott: May I know the Input source that are connected to the TV?
Scott: Please click on the link below and try to follow the instructions on SPDIF settings:
Scott: http://support-us.samsung.com/cyber/popup/iframe/pop_troubleshooting_fr.jsp?idx=391506&modelname=&modelcode=&session_id=&from_osc=
Scott: Are you able to access the link above?
Visitor: hold on\
Scott: Sure, please go ahead.
Visitor: Im trying to watch OTA, Netflix, and AMzon Prime all support 5.1 SURROUND sound....I have it being output from SPDIF/Optical to my 5.1 surround sound reciever....
Scott: I I understand your concern.
Visitor: the link you gave me, i already tried that...
Scott: Thanks for confirming.
Visitor: its just dolby digital vs PCM
Visitor: I NEED TO BE 5.1 DD, not stereo DD
Scott: Does this happen on all inputs (like DVD and cable box)?
Visitor: NO....
Visitor: the netflix and amazon prime video is built in the smart tv
Visitor: thru smart hub
Visitor: they both support 5.1 surround sound
Scott: Would you mind holding a few minutes while I gather the required information for your request?
Visitor: so does over the air broacast
Visitor: yes, i can hold
Scott: Thank you.
Scott: Thanks for holding.
Scott: I am sorry for the delay.
Scott: Please click on the link below and try to follow:
Scott: http://www.samsung.com/us/support/SupportOwnersFAQPopup.do?faq_id=FAQ00000636&fm_seq=804
Scott: Are you able to access the link above?
Visitor: hold on
Scott: Sure, please go ahead.
Visitor: yes i can see...
Visitor: so why is it not outputing 5.1 dolby digital?
Scott: Did you connected home theater to the TV?
Visitor: yes
Visitor: via optical
Scott: Thanks for confirming.
Scott: Did you selected the source as external speakers?
Visitor: I tried both..i tried external and tv speakers...only comes out in dolby digital stereo(2 channed) not 5.1
Scott: You need to select the source as external speakers on the TV.
Visitor: ok so thats the only way then?
Scott: Please go ahead and check if the same issue persists.
Visitor: so the UN46ES7500 does indeed support 5.1 dolby digital over optical/spdif....correct?
Scott: If you want to hear sound from 5.1 speakers then you need to use the home theater.
Visitor: I KNOW that........duh...but it does pass thru 5.1 dobly digital thru the optical output, correct?
Scott: I'm sorry for the delay. I'll be right with you.
Scott: When you connect the home theater to the TV with the optical cable then you will get sound from 2 speakers.
Visitor: i get sound from my home theather, but not in 5.1 surrounnd sound...
Scott: If you want to hear the sound from the 5.1 dobly digital thru the home theater then you need to connect the home theater to Input device via optical cable.
Scott: Are connecting cable box to the TV?
Visitor: but the TV is the input device
Visitor: have you listened to one word that i said? with all due respect
Scott: I understand your concern.
Visitor: I have my tv directly connected to my home theater via optical
Visitor: forget about cable boxes, dvd players, or ps3s. or xbox
Scott: If you using the cable box then you need to connect the home theater to the cable box via optical cable and then connect the cable box to the TV.
Visitor: forget bout cable boxes
Visitor: im using OVER THE AIR channels
Visitor: using netflix built into smart hub
Visitor: i want the optical sound to be in 5'1 dolby digital not stereo
Scott: May I know the model number of the home theater?
Visitor: my home theater supports 5.1 dolby digital...
Visitor: thats not the problem
Scott: Please press pl II button on the home theater.
Visitor: please connect me to your supervisor....pro logic 2 is not 5.1 dolby digital...
Scott: I sincerely apologize for the inconvenience.
Visitor: ill be waiting
Scott: Thank you for waiting. I'll be with you in just a moment.
Scott: May I know the current firmware version on the TV?
Visitor: the latest one...
Visitor: i check for that freqently
Scott: The TV does not decode the signal from an HDMI source the Dolby Digital option will not be available from any HDMI sources.
Scott:
Scott:
Scott: The SPDIF Output allows you to select the audio format that you would like to output the sound from your TV, PCM or Dolby Digital. However, there are restrictions on when the Dolby Digital signal is allowed to be selected. The Dolby Digital Audio format is only available to be selected when the TV is decoding the Dolby Digital signal. This means that there will only be two instances when you will be able to select Dolby Digital as your output audio format.
Scott: 1. When the TV is receiving an ATSC or QAM channel that is carrying the Dolby Digital track.
Scott: 2. When the TV is using a streaming service, such as Amazon VOD, Vudu, Hulu, etc. that has a Dolby Digital track.
Visitor: i know all that..but its outputing in stereo dolby digital...not 5.1...
Scott: I'm sorry to inform you that; the TV will produce 5.1 surround sound if the source is RF cable or direct cable.
Visitor: SO why isnt sending 5.1 Dolby digital out then?\
Scott: As the source for the TV is air/antenaa connection, the TV will not produce 5.1 surround sound.
Visitor: ok...fine...how do you explain then netflix not sending out 5.1 dolby digital output thru the optical?
Visitor: or amazon video?
Scott: The Netflix has the capability of sending 5.1 surround sound, if that partuicular video has 5.1 surround sound capability then you will be able to get audio from Netflix videos also.
Visitor: the videos from netflix have 5.1 dolby digital tracks
Visitor: so do the ones from amazon
Scott: It depends on the app you stream. The TV will produce only 5.1 surround sound depending on the source.
Scott: If they have 5.1 surround sound you will get 5.1 surround sound from home theater speakers not from the TV.
Scott: If you are connecting optical cable from optical OUT on the TV to optical IN on the Home theater and if you connect any input device like Xbox or Cable box or PS3 to the TV with HDMI or component cables then TV will send out only 2.1 channel sound.
Scott: If you are connecting antenna cable to ANT IN port on the TV and if the source on the TV is TV mode then TV will be capable to send 5.1 channel sound.
Visitor: so why is the TV not outputing the signal in 5.1 Dolby digital? its only sending 2 channels (stereo)
Scott: TV will send out 5.1 channel sound only when you connect RF connection to the TV.
Scott: If the source on the TV is HDMI or component then TV will send out only 2.1 channel sound. If you would like to get 5.1 DTS digital sound from the home theater connect the optical cable from input device to the home theater.
Scott: The TV can output 5.1 channel surround sound through the optical out port only if the TV is tuning the signal, i.e when it is connected to the antenna or direct cable(without box).
Visitor: please just answer YES or NO.... I have a netflix movie to stream from smart hub....it has 5.1 sourround sound dolby digital tracck....so why it isnt sending the 5.1 sound to my hometheater?
Scott: The TVs have only 2 speakers and so they can produce 2.1 sound from the TV speakers. However, if you connect a Home Theater which has 5.1 and if the channel supports 5.1 than you will be able to produce 5.1 sound from the Home Theater not from the TV speakers.
Visitor: does the tv optical output support 5.1 dolby digital OUTPUT if netflix or amazon have a 5.1 track, yes or no?
Scott: Yes, it supports. But, the particular video should support 5.1 channels.
Visitor: ok...so why isn't my TV sending 5.1 dolby digital out then?
Scott: The TV will not produce 5.1, the home theater will produce 5.1 surround sound. If you connect a Home Theater which has 5.1 and if the channel supports 5.1 than you will be able to produce 5.1 sound from the Home Theater not from the TV speakers.
Visitor: false....the tv will send 5.1 surround sound dolby digital out from the optical...
Scott: Please try to connect the home theater to the TV via optical cable and play Blu-ray disc which has 5.1 track and check for the result.
Visitor: that tells me right there, you dont know what you are talking about....please just transfer me to on of ur supervisors now..this is getting aggrevation
Scott: If you connect any device through HDMI or any other port, in that case, the TV will output 2 channel audio(stereo) through the Optical out port.
Scott: The best option is to connect the surround sound system directly to the Cable Box through an optical/HDMI cable and set audio output on cable box as bitstream so that you can get surround sound, instead of passing the audio through the TV.
Visitor: you arte missing the point...i have the smart hub..i have netflix and amazon video...they are not sending 5.1 out when they should....
Scott: I'm sorry for the inconvenience. The TV can output 5.1 channel surround sound through the optical out port only if the TV is tuning the signal, i.e when it is connected to the antenna or direct cable(without box).
Visitor: please stop cut and pasting non sense...im an engineer by trade...
Visitor: just connect me to a supervisoer
Scott: I'm sorry; if the videos have 5.1 track you will surely get audio from home theatre but not from the TV.
Visitor: they are not...nothings wronf with the home theater...my ps3s 5.1 sounnd works fine with my home theather...
Visitor: please connect me to a supervisor
Visitor: now...
Visitor: so does my cable box.....
Visitor: no 5.1 sound from netflix nor amazon via smart hub
Scott: Sure. Can you hold while I transfer this chat to my supervisor?
Visitor: yes finally, thank you
Please wait while I transfer the chat to 'Dylan D'.
You are now chatting with 'Dylan D'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Your Issue ID for this chat is LTK56401991727X
Dylan D: Let me quickly go through the chat conversation.
Visitor: ok thank you\
Dylan D: You are welcome.
Dylan D: I am sorry for the inconvenience.
Visitor: do you understand what my problem is? apparently the previous agent scott did not...
Dylan D: I have complete understanding on the issue.
Visitor: before we go on, there is absolutely nothing worng with my home theather...i get 5.1 Dolby Digital signal to my home theather via optical from my ps3 and hd cable box....
Visitor: but no 5.1 from tv's spdif output jack
Dylan D: TV will send 5.1 dolby digital from optical audio out port on the TV to the receiver or home theater system if the source on the TV is set to TV (Cable or AIR). If other devices are connected to the TV like cable box with a HDMI cable to the TV, optical port on the TV delivers 2.1 channel surround sound to the receiver.
Dylan D: TV delivers 5.1 channel surround sound through the optical port only when the source is set to TV. If other sources are connected or input devices are connected to the TV, it emits only 2.1 channel surround sound from the optical port.
Dylan D: Audio out port on the TV emits only 2.1 channel surround sound.
Dylan D: TV has two internal speakers and it has the capability to deliver 2.1 channel surround sound. However, when you connect any home theater system to the TV using antenna, then TV will be able to send out 5.1 channel surround sound to the home theater.
Visitor: ok..i have netflix and amazon video thru smart hub....the movies are encoded in 5.1 dolby digital...why it doesn't send 5.1 out?
Dylan D: It is not possible to get 5.1 channel surround from the TV speakers.
Visitor: i know thats...forget about the tv speakers....
Dylan D: I understand the situation. TV has the capability of sending 5.1 channel surround sound to the receiver. You will hear 2.1 channel surround sound from the apps content as audio is delivered from TV's audio out to the receiver.
Visitor: but why?
Visitor: why is nelfix or amzon apps doing that? the content is in 5.1 sound
Dylan D: Optical audio out port emits 5.1 channel surround sound only when the source is set to antenna. If you try to access same apps on Blu-ray player connected to receiver or Home Theater with Blu-ray, you will hear 5.1 channel surround sound. But from the TVs, it is not possible to get 5.1 channel surround sound when you watch Netflix or Amazon videos.
Visitor: wow.. reallly? that sucks
Dylan D: I am really sorry for the inconvenience.
Visitor: what kinda effing smart tv is that then?
Dylan D: However, if you are using Samsung Home theater then there is an option to convert the 2.1 channel sound to 5.1 channel sound.
Visitor: so everybody that owns a smart tv cannot watch netflix or amazon video in 5.1 sound?
Dylan D: Are you using Samsung Home theater?
Visitor: u know better than that converting 2.1 to 5.1 is a gimmick...nothing beats straight 5.1 dolby digital
Visitor: so is netflix and amzon aware of that? why would they bother offer 5.1 sound on smart hub>?
Dylan D: We do not have the information regarding Netflix and Amzon.
Visitor: dont you think thats a bit odd that i can use those apps in 5.1 surround?
Visitor: can't
Dylan D: I really understand the situation from your standpoint.
Visitor: what if i use an HDMI cable to my home theather, will those apps signal be 5.1?
Visitor: or is that just an optical/spdif issue?
Visitor: or is the apps issue only
Dylan D: If you connect the HDMI cable also TV is not capable to send 5.1 channel sound.
Visitor: even in PCM?
Dylan D: Yes, you are correct.
Visitor: WOW...
Dylan D: Even in PCM mode TV will not be able to send 5.1 channel sound.
Visitor: so the issue is not hdmi or spdif ports...
Dylan D: Yes, the issue is not with the HDMI or Spdif ports.
Visitor: the issue is is thats those apps in the samsung smart hub wont send 5.1 sound
Dylan D: Yes, you are correct.
Visitor: again thats very odd...
Dylan D: I am really sorry for the inconvenience.
Visitor: even tho my ps3 sends 5.1 sound in netfilx and amazon
Dylan D: In TV audio settings you will be able to have the options PCM, Dolby digital.
Dylan D: Dolby digital can be enabled only in TV source.
Dylan D: If you connect the optical cable from the input device to the Home theater then you can get the 5.1 channel surround sound
Visitor: i know all that...
Visitor: will there be a firmware in the future to fix this?
Visitor: this smart hub really sux....
Dylan D: As of now there is no firmware update for this.
Visitor: the whole user interface sux too...i love samsung products.....but WOW...
Dylan D: However, we will forward your suggestion to our appropriate department so that our engineers might work with this issue.
Visitor: HECK YES, PLEASE DO SEND THAT...why should i pay for netflix and amazon video if i can't watch this movies in 5.1 sound?
Dylan D: Sure, we will forward your suggestion to our appropriate department.
Dylan D: However, please check with the Netflix support and Amazon support if there are any settings at their end.
Dylan D: Also check if there is any option in the Home theater.
Visitor: i think this a samsung smart hub problem...i watch the same movies via neflix and amazon video via PS3 in crystal clear 5.1 surround sound with no issues at all...
Visitor: not a home theather issues either...converting stereo signals to pro logic 2 is so late 90's
Visitor: thats a joke...
Dylan D: We will forward this to our appropriate department.
Visitor: please do dylan....i appreciate your help...do you have a samsung smart tv? would you be happy with this issue?
Dylan D: Thanks for your patience and understanding.
