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Discussion Starter #1
Like many people - I bought the Q90R soundbar and have had issues. I thought I would list them all off here - so that others won't feel so alone when they encounter any of these. Note that I am currently on my second of these - having returned the first yesterday. It is connected to a Q900 Samsung TV via an HDMI 2.0 18gbps lead between soundbar ARC/TV port and the TV ARC HDMI port (HDMI port 3 in my case).

INITIAL NOTES:
My first Q90R might have been a Samsung repackaged model (returned by a previous customer - which would happen a LOT). It was too well done to have been refurb'd by a store - but there were three differences to the second one I got.
1. The first one had no promotional sticker on the soundbar itself
2. The first one had white 2 way power lead prong covers on two of the power leads and black 3 ways on the other two. My second one had black 3 ways on all four leads
3. The first one sync'd beautifully on start up (as if it might have been through sync process before), the second one needed manual syncing
4. The firmware in the first one needed updating (maybe an earlier batch?) - but the firmware in the second one was already up to date (maybe a later batch?)

Ok - now onto the faults.
1. If you plug anything OTHER than your TV into the optical input in the soundbar - it does not seem to like it. The device works ... but then seems to cause the TV and soundbar to not see each other (having said that - LOTS of things seem to cause the TV and the soundbar not to see each other). Common symptoms include the TV turning on - but the soundbar NOT turning on (even though the TV turning on should signal the soundbar and turn it on too), and the TV turning on and playing audio through TV SPEAKER (as it can't see the soundbar).

2. If you plug anything into the HDMI 1 or HDMI 2 soundbar ports - it does not seem to like it. It seems to cause the TV and soundbar to not see each other. Common symptoms include the TV turning on - but the soundbar NOT turning on (even though the TV turning on should signal the soundbar and turn it on too), and the TV turning on and playing audio through TV SPEAKER (as it can't see the soundbar).

3. When the TV can't see the soundbar - if you go into the TV SETTINGS SOUND it will show that you are on TV Speaker. It will always show the SoundBar WiFi connection as an option (not that I want to use that option) ... but it should also show the Soundbar HDMI connection as an option. Sometimes it lists the HDMI option correctly ... but when you click on it, the option disappears. Other times it lists the HDMI option by a different name (I can't recall it at the moment) - but it also disappears when you select it. Other times it does not show it as an option at all (at which point you can either unplug power to the soundbar and start it all up again OR you can disconnect anything that you have plugged into HDMI 1 or HDMI 2 in the soundbar and that seems to wake it up to talk to the TV again

4. If you change the device name of anything connected to the soundbar HDMI port (eg. on your TV you call something BLURAY PLAYER) - it will forget that name as soon as your soundbar and TV stop talking to each other ... and will rename it something generic like PANASONIC-SAMSUNG (in my case I have a Panasonic Bluray player)

5. HDMI 2 on the soundbar caused me black screen issues (where audio would travel from the device to the soundbar ... but video would not travel from the device to the soundbar to the TV). This MAY have been a faulty lead ... or a lead with old HDMI standards (with so many issues - I can't recall - it is all starting to blur together)

6. As has been documented extensively - the rears and sub seem to disconnect periodically. Unplugging and replugging the left rear doesn't fix it for me - it needs the rears and sub all to be unplugged and replugged ... and sometimes the soundbar too.

7. Sound glitches / drop outs when playing DTS-X and Dolby Atmos from 4K Bluray player via HDMI one on the soundbar (MIGHT be a faulty lead or old standard HDMI lead eg 1.3 ... I am still experimenting but it was complicated by a brand new HDMI 2.0 lead which seems to have an erratic fault or perhaps a break in the lead ... I have removed that one from service now and my testing continues).

All of the above happened with my first Q90R. So far only items 1-4 (all related to the TV and soundbar not seeing each other) have happened with the second Q90R (but it is early days as I have only had it 24 hours).

My learnings so far include:
(a) Only use high quality 18gbps HDMI 2.0 or above leads to connect anything in or out of the soundbar (eg. the TV ARC link between soundbar and TV, and any 4K device like Foxtel or 4K Bluray player that you connect into the soundbar)
(b) Unless you REALLY need to plug something into the soundbar - don't. The soundbar does not like things being plugged into it.
Eg. Foxtel IQ4 does not output Dolby Atmos ... so I can plug it straight into the TV (there is no benefit to plugging it into the Soundbar). However - my Panasonic 4K Bluray player DOES output Dolby Atmos and as my Q900 TV cannot passthrough ATMOS, I need to plug the 4K Player into the soundbar.
(c) If your soundbar and TV aren't seeing each other - try unplugging anything from either of the soundbar HDMI ports for a moment. I have had this "wake up" the connection on multiple occasions.

I have just ordered 2 Monoprice HDMI 2.0 Certified 18gbps leads from Amazon - and will try these between 4K player and soundbar, and TV and soundbar (to rule out any lead issues). Note that I had previously bought 4 brand new LASER HDMI 2.0 18gbps leads from Harvey - but one of these seems faulty so I no longer trust them. If that doesn't fix things - then I am considering leaving my 4K player disconnected from the soundbar ... and then physically plugging in the HDMI lead to the soundbar just when I want to watch an ATMOS 4K disc. Another option I am yet to explore is connecting the 4K player to the TV via HDMI for the video stream ... but using the optical out of the player to send audio to the optical in of the soundbar (not sure if ATMOS can travel along this path though ... and it will also confuse the TV and soundbar a expect?).

Bottom line
When this beast works - it is truly amazing. Coming from the old school of massive AMP, massive tall front speakers, big wired rear speaker on wall mounts, and TWO massive subs ... I thought this might be a step back - but it is quite the opposite. I have a reasonable size lounge room - and we can only turn the volume up to around 25 (out of 100) as it is just too loud beyond that. The clarity is amazing too. The only reason I have put so much effort into debugging all these issues is because I love the sound that much that I am willing to go through some initial pain. I hope my post helps someone - or at least makes them not feel so alone!
 

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Discussion Starter #2
Regarding this item:

3. When the TV can't see the soundbar - if you go into the TV SETTINGS SOUND it will show that you are on TV Speaker. It will always show the SoundBar WiFi connection as an option (not that I want to use that option) ... but it should also show the Soundbar HDMI connection as an option. Sometimes it lists the HDMI option correctly ... but when you click on it, the option disappears. Other times it lists the HDMI option by a different name (I can't recall it at the moment) - but it also disappears when you select it. Other times it does not show it as an option at all (at which point you can either unplug power to the soundbar and start it all up again OR you can disconnect anything that you have plugged into HDMI 1 or HDMI 2 in the soundbar and that seems to wake it up to talk to the TV again)


It appears that it was a fluke that disconnecting something from HDMI 1 on the soundbar woke the soundbar up and caused it to talk to the TV again. I've just had the issue occur again - and no amount of disconnecting and reconnecting HDMI 1 would wake up the connection. However - I did try disconnecting the ARC HDMI link from the soundbar to the TV - and it appears to have reestablished the link. Strangely - when I disconnected just the soundbar end of the ARC link and then reconnected it - nothing happened (still no link between soundbar and TV) BUT when I disconnected the TV (one connect) end of the HDMI ARC and reconnected it - the TV and soundbar started talking happily again.

Also - for the record - on my TV the Soundbar shows up as [AV] Soundbar Q90R(HDMI) when all is working correctly. When this option is not present in the SOUND OUTPUT list on the TV - then the soundbar and TV are not talking. The phantom SOUND OUTPUT option that sometimes pops up (and disappears as soon as you click on it) is Receiver (HDMI). I can make this one appear by turning everything off ... then turning on just the sound bar ... then turning on the TV. For some reason - if you do things in this order - the TV and soundbar sort of see each other until you try to select Receiver (HDMI) as a sound output option (and then it disappears and you are left with no HDMI connection options between sound bar and TV).

I am now testing with a known stable (Foxtel IQ4) HDMI cable between Soundbar and TV ARC to see if that helps!
 

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Not that I’m in the market right now but all of this makes me think the only thing I’ll ever want to plug into a high end soundbar is an eARC cable.... let the TV worry about all this stuff.
 

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Discussion Starter #4
Unfortunately for me - Samsung TVs are not eARC enabled.

A further update on my testing - when I turned my gear on today, again the TV and soundbar were not talking. This time it made zero difference to unplug the ARC lead - and the only resolution was unplugging power to the soundbar and then plugging it back in. Sounded great again after that - but we really shouldn't have to power cycle our appliances to use them. Maybe I need to get one of those power saving sockets that completely kills power to your appliance when you switch it off?
 

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Not that I’m in the market right now but all of this makes me think the only thing I’ll ever want to plug into a high end soundbar is an eARC cable.... let the TV worry about all this stuff.


Your rear speakers may still disconnect!
I returned the N950 and now having the same connection issues as above!


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Unfortunately for me - Samsung TVs are not eARC enabled.



A further update on my testing - when I turned my gear on today, again the TV and soundbar were not talking. This time it made zero difference to unplug the ARC lead - and the only resolution was unplugging power to the soundbar and then plugging it back in. Sounded great again after that - but we really shouldn't have to power cycle our appliances to use them. Maybe I need to get one of those power saving sockets that completely kills power to your appliance when you switch it off?


I have QF90 and only thing that works for me to reconnect rears and sub after power down is the ID set from soundbar(not remote). To do this you hold down + and - on the soundbar and wait for the ID set to Flash on display. I’m still filthy that a $2000 soundbar causes so many problems. But when it’s working it’s amazing!!
I’m going to log a service call with Samsung but I refuse to remove it from wall mounts and pull cables etc to return as I believe all models have this fault and in Australia a service tech can attend your home. Keep you all posted!


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Discussion Starter #7
I have QF90 and only thing that works for me to reconnect rears and sub after power down is the ID set from soundbar(not remote). To do this you hold down + and - on the soundbar and wait for the ID set to Flash on display. I’m still filthy that a $2000 soundbar causes so many problems. But when it’s working it’s amazing!!
I’m going to log a service call with Samsung but I refuse to remove it from wall mounts and pull cables etc to return as I believe all models have this fault and in Australia a service tech can attend your home. Keep you all posted!


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You know what is really strange? My first Q90R would lose connectivity with the rears and sub ... but so far my second one hasn't. Admittedly it has only been 3 days - but this new one definitely seems to be less buggy so far (only losing connectivity with my Samsung TV!!).

I agree with you about the $2k price tag (although fortunately I got mine for nearly half that). It just stuns me that a brand new 2019 Samsung soundbar and a brand new 2019 Samsung TV don't reliably connect to each other - you would think that this would have been an obvious first test.

When I logged the initial bugs Samsung regarding connectivity issues between my first Q90R and my Q900 TV - they told me that I am entitled to one free home visit for an installation check up in the first 3 months after buying my TV ... then a free on site heath check at 6 months ... then a free on site health check at 12 months. Once I have tested every possible workaround / solution, I think I will be kicking off free home visit number 1 (in conjunction with logging a problem with the help desk, leaving a review on productreview.com.au, leaving a review on Samsung.com.au, and continuing to update folks here).

I just had a horrible thought. What if my current problem (lack of talk between TV and soundbar) is actually the TVs fault? That will be a whole new level of pain if the TV needs to come off the wall and get swapped out! And - thinking about it - the TV does lose its memory as to what devices have been hooked up to it (sometimes renames them - other times just loses them and has to rediscover them). Maybe the Q900 TV is buggy too? Gulp ... :confused::eek:
 

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You know what is really strange? My first Q90R would lose connectivity with the rears and sub ... but so far my second one hasn't. Admittedly it has only been 3 days - but this new one definitely seems to be less buggy so far (only losing connectivity with my Samsung TV!!).



I agree with you about the $2k price tag (although fortunately I got mine for nearly half that). It just stuns me that a brand new 2019 Samsung soundbar and a brand new 2019 Samsung TV don't reliably connect to each other - you would think that this would have been an obvious first test.



When I logged the initial bugs Samsung regarding connectivity issues between my first Q90R and my Q900 TV - they told me that I am entitled to one free home visit for an installation check up in the first 3 months after buying my TV ... then a free on site heath check at 6 months ... then a free on site health check at 12 months. Once I have tested every possible workaround / solution, I think I will be kicking off free home visit number 1 (in conjunction with logging a problem with the help desk, leaving a review on productreview.com.au, leaving a review on Samsung.com.au, and continuing to update folks here).



I just had a horrible thought. What if my current problem (lack of talk between TV and soundbar) is actually the TVs fault? That will be a whole new level of pain if the TV needs to come off the wall and get swapped out! And - thinking about it - the TV does lose its memory as to what devices have been hooked up to it (sometimes renames them - other times just loses them and has to rediscover them). Maybe the Q900 TV is buggy too? Gulp ... :confused::eek:


Will do on the service call, over next 2 days and keep site updated for sure. Hope it isn’t your TV that’s the issue that would really suck! I paid $1400AUD for my original N950 then returned it for straight swap on Q90!
Subwoofer is much better on the Q90 and the Adaptive sound is also an improvement for sport


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Discussion Starter #9
Thanks for the tip. I haven't really tried Adaptive sound much yet (I don't really know what it is meant to do) - so I'll give it a shot.

Good luck with that service call - hope you get a switched on service person!
 

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Thanks for the tip. I haven't really tried Adaptive sound much yet (I don't really know what it is meant to do) - so I'll give it a shot.



Good luck with that service call - hope you get a switched on service person!


Get Black Hawk Down on UHD or as the AV reviews said Haunting of Hill house episode 6 on Netflix Atmos.
Adaptive Sound regulates the sound to the suit type of broadcast. Better commentary on noisy sports broadcast etc! It’s good on 5.1 Netflix also


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There’s another 2 x updates folks 7 & 8, I’m did both this morning on SmartThings. I can only surmise that this is in response to our well published connection issues! I had some success yesterday being able to turn on /off the Q90 via the tv power button thus putting Tv and Q90 in standby and successfully returning to full speaker connection!!!
This was all for nothing ad this morning connection issues were back!
I places a service call yesterday while driving home and I got the call centre in the Phillipines. I explained that this was my second soundbar (N950/Q90) and would require a home service call. They set one up for me and when I called the service provider on the Sunshine Coast they told me “Yeah, they will promise you anything over the phone, we do not do house calls.Ever!!
So today I will call to see if the tech can tell me something I don’t already know and log in through my Samsung TV (remote in) this is more valuable to me as the process involves my tv and my internet environment in real time!
I am hopeful that the double update has
IMG_8238.jpg a fix built in as my system currently works however it has not had its first nights sleep with the new updates!!


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You know what is really strange? My first Q90R would lose connectivity with the rears and sub ... but so far my second one hasn't. Admittedly it has only been 3 days - but this new one definitely seems to be less buggy so far (only losing connectivity with my Samsung TV!!).



I agree with you about the $2k price tag (although fortunately I got mine for nearly half that). It just stuns me that a brand new 2019 Samsung soundbar and a brand new 2019 Samsung TV don't reliably connect to each other - you would think that this would have been an obvious first test.



When I logged the initial bugs Samsung regarding connectivity issues between my first Q90R and my Q900 TV - they told me that I am entitled to one free home visit for an installation check up in the first 3 months after buying my TV ... then a free on site heath check at 6 months ... then a free on site health check at 12 months. Once I have tested every possible workaround / solution, I think I will be kicking off free home visit number 1 (in conjunction with logging a problem with the help desk, leaving a review on productreview.com.au, leaving a review on Samsung.com.au, and continuing to update folks here).



I just had a horrible thought. What if my current problem (lack of talk between TV and soundbar) is actually the TVs fault? That will be a whole new level of pain if the TV needs to come off the wall and get swapped out! And - thinking about it - the TV does lose its memory as to what devices have been hooked up to it (sometimes renames them - other times just loses them and has to rediscover them). Maybe the Q900 TV is buggy too? Gulp ... :confused::eek:


Ok, here we go!
Updated to 10008.0
Called Samsung tech, he was good and walked me through resetting my Samsung TV first, that’s something I didn’t think of
I then turned off the Q90, and proceeded to hit the ID set on each of the Bluetooth items Sub then Left rear then Right rear. I then pressed the Up button on the remote for 5sec it so till the ID set on the bar displayed. Note that this is the direction “Up” button remote not the Volume Up!

So tonight is the Big Test!
My feedback as you will see on the Samsung.com stated that we “The Customers” need to know what is being fixed in the updates???? What should be a No Brainer is that the Tech Support staff should be able to tell us at a minimum! They just give a standard answer re: that’s for the engineer to decide. I know.......don’t get me started!! Anyway, the take aways are
1. Reset your Samsung TV which runs a diagnostic on conected devices.
2. Reset each Bluetooth device with the Bar switched off then wake it by holding the direction “Up” button for 5 sec till ID set appears on the display.
3. Update each software update till 1008.0 via SmartThings app.

Good luck everyone with this, tomorrow is a new day!

Scaddaye, do the TV reset under the support Tab in TV settings. It specifically resets the connection to connected devices and you have visual confirmation on screen


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Paying close attention to this thread with baited bread. Will be having my LG C9 and Q90R installed in the next couple of days.
Thank you for all the details and updates you're providing
 

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Is there any proof that the HW-Q90R supports eARC? I saw one review that said it did (though there's no indication they actually tested it), and I can't find any mention of eARC on either the product page or in the manual.
 

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Discussion Starter #16
I have QF90 and only thing that works for me to reconnect rears and sub after power down is the ID set from soundbar(not remote). To do this you hold down + and - on the soundbar and wait for the ID set to Flash on display. I’m still filthy that a $2000 soundbar causes so many problems. But when it’s working it’s amazing!!
I’m going to log a service call with Samsung but I refuse to remove it from wall mounts and pull cables etc to return as I believe all models have this fault and in Australia a service tech can attend your home. Keep you all posted!


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Ok, here we go!
Updated to 10008.0
Called Samsung tech, he was good and walked me through resetting my Samsung TV first, that’s something I didn’t think of
I then turned off the Q90, and proceeded to hit the ID set on each of the Bluetooth items Sub then Left rear then Right rear. I then pressed the Up button on the remote for 5sec it so till the ID set on the bar displayed. Note that this is the direction “Up” button remote not the Volume Up!

So tonight is the Big Test!
My feedback as you will see on the Samsung.com stated that we “The Customers” need to know what is being fixed in the updates???? What should be a No Brainer is that the Tech Support staff should be able to tell us at a minimum! They just give a standard answer re: that’s for the engineer to decide. I know.......don’t get me started!! Anyway, the take aways are
1. Reset your Samsung TV which runs a diagnostic on conected devices.
2. Reset each Bluetooth device with the Bar switched off then wake it by holding the direction “Up” button for 5 sec till ID set appears on the display.
3. Update each software update till 1008.0 via SmartThings app.

Good luck everyone with this, tomorrow is a new day!

Scaddaye, do the TV reset under the support Tab in TV settings. It specifically resets the connection to connected devices and you have visual confirmation on screen


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Thanks for the tips. Yesterday I reset my TV (using the TV factory reset function in one menu AND the smartbox reset function in the support menu), then I checked my Soundbar firmware (had already automatically updated to 1008.0). I went through all the setup of the TV and connected devices all over again. Everything looked great. So I switched it off - and came back a couple of hours later to watch something - and the old issue returned. TV does not see the soundbar via HDMI. Only solution that works every time is to physically unplug the soundbar from power - then plug it back in.

I do NOT have any issue with the sub and rears disconnecting ... and on this bar I have never had that issue. My only issue is that the TV and soundbar don't talk to each other properly.

To recap:
Sometimes I turn on the TV - and the soundbar does not automatically switch on. When this happens - I manually power on the sound bar. About half the time the TV will send sound to the bar via HDMI ... and the other half of the time I either get a phantom listing in the sound settings option on the TV (a setting that LOOKS like it knows the soundbar is there - but when you click on it, it disappears and you are still left with just sound from the TV speakers). The only cure for this is to unplug the bar from power and replug it back in.

Other times I turn on the TV and the soundbar DOES turn on automatcially. You'd think this would be a good sign - but it isn't. About half the time the TV will send sound to the bar via HDMI ... and the other half of the time I either get a phantom listing in the sound settings option on the TV (a setting that LOOKS like it knows the soundbar is there - but when you click on it, it disappears and you are still left with just sound from the TV speakers). The only cure for this is to unplug the bar from power and replug it back in.

Sometimes the TV sends sound via the TV speakers AND the soundbar at the same time (echo). This can happen if the sound output is set to Optical ... or Soundbar WiFi ... or Soundbar HDMI.

Sometimes the TV remote will say it is changing the volume on the soundbar (via HDMI) ... but nothing happens (I can see on screen on the TV that the remote is raising or lowering the sound volume ... but it is not actually doing a thing).

TV to soundbar via Optical ALWAYS works. So the TV CAN see the soundbar and CAN send sound to it. This is not a preferred pathway for audio though - as it cannot pass lossy Atmos (eg. from AMAZON Prime) via optical.

TV to Soundbar via WiFi ALWAYS works. So the TV CAN see the soundbar and CAN send sound to it. I'm not sure of the shortcomings of sending audio via WiFi though - and I imagine that it is not an optimal solution.

The only thing that is dodgy is the TV to soundbar via HDMI (and keep in mind that I have tried about 5 different HDMI 2 leads - including an HDMI certified Monoprice lead).

My thought are these. This erratic issue must be due to either:
TV firmware issue
Soundbar firmware issue
HDMI Lead issue
Incompatibility with one of my plugged in devices

The only other possible thing I can think of is that it is something to do with the state that the TV was left in when it was shut down last. Eg. if you leave it in TV mode ... maybe it all comes back on fine, whereas if you leave it in DVD mode or Foxtel watching mode, then maybe it doesn't start back up nicely the next time you use it. Further testing required I guess.
 

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Its crazy to think that these huge manufactures can't get a soundbar w/ Hdmi to work properly. How long has hdmi been a standard ? Over a decade
 

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Well..........
Thanks for the detailed reply. I can tell you it’s definitely a software issue as my Soundbar has just become “Your” Soundbar over night. No speaker connection issues but my surrounds and sub are large as life.

I’m doing some sort of remote control shuffle to get it working but I think it’s a step in the right direction!

You never had the N950, but I can tell you the Bass from the sub on the Q90 is much tighter and deeper especially for music that:
A. I’m glad they exchanged models for me
B. I find this a less frustrating glitch as I can see on screen what’s happening rather then running around the lounge room putting my ears to speakers etc.

Well there’s likely going to be more software updates before we get to the end of it, it’s become a kind of annoying hobby


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Thanks for the tips. Yesterday I reset my TV (using the TV factory reset function in one menu AND the smartbox reset function in the support menu), then I checked my Soundbar firmware (had already automatically updated to ......

The only other possible thing I can think of is that it is something to do with the state that the TV was left in when it was shut down last. Eg. if you leave it in TV mode ... maybe it all comes back on fine, whereas if you leave it in DVD mode or Foxtel watching mode, then maybe it doesn't start back up nicely the next time you use it. Further testing required I guess.
Hey, one thing that might worth testing is taking the Optical out of the equation and seeing how the HDMI inputs react.

Reason I say that is I had a lot of issues with the HDMI when having optical connected on N950 I had before upgrading. Things like the bar would randomly send random resolutions via HDMI to my tv which would mean there was no picture. When i upgraded i removed the optical out of the equation and havent had any such issues with the Q90r. That may have been a N950 issue or specific to my setup, but might be worth investigating.


For me I have had no issues with drop outs etc but have noticed that I occasionally lose the handshake and get static when turning on my Xbox One which has Foxtel connected to it, which automatically turns on my bar and tv. Cycling the inputs solves but it is a little annoying but I write that off as a CEC issue given the number of devices involved.
 

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Hey, one thing that might worth testing is taking the Optical out of the equation and seeing how the HDMI inputs react.



Reason I say that is I had a lot of issues with the HDMI when having optical connected on N950 I had before upgrading. Things like the bar would randomly send random resolutions via HDMI to my tv which would mean there was no picture. When i upgraded i removed the optical out of the equation and havent had any such issues with the Q90r. That may have been a N950 issue or specific to my setup, but might be worth investigating.





For me I have had no issues with drop outs etc but have noticed that I occasionally lose the handshake and get static when turning on my Xbox One which has Foxtel connected to it, which automatically turns on my bar and tv. Cycling the inputs solves but it is a little annoying but I write that off as a CEC issue given the number of devices involved.


What’s you opinion of performance between N950 and Q90? I too upgraded in a way as my N950 was faulty (I gave it 4 months) then threw in the towel


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