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New Member

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4 Messages

Thu, Sep 16, 2021 9:48 PM

Intermittent Sound using Apple TV and Samsung 4K TV

Hi,

I recently upgraded my TV from a LG B7 oled to a Samsung QLED QN90A. I am using the DirecTV Stream app on my Apple TV 4K (2nd generation) to play live TV. DirecTV Stream worked fine on my old LG tv. On the new Samsung QN90A I am having issues where there is no sound/audio when switching between channels. Sometimes the sound will play and sometimes the sound will not play. This is while watching live TV. I do not have the Apple TV hooked up to a HDMI 2.1 port it is hooked up to a regular old HDMI 2.0 port using a standard 4K 18 Gbps cable. Basically my issue is when I launch the DirecTV Stream app on my Apple TV there is about a 50/50 chance of there being audio or no audio. The video shows fine there is just sometimes no audio. Switching between channels also has it's issues sometimes there is perfect audio when switching to a new channel and sometimes there is absolutely no audio at all when on a new channel. I have tried updating the Samsung TV OS software and have also tried restarting the Apple TV itself through the menu. Both of those didn't work. I don't really want to switch providers to another service because DirecTV Stream app is one of the only ones with the unique channels I sometimes watch. Any ideas or help with this is appreciated. I am using the default TV speakers for audio no extras.

Accepted Solution

Official Solution

New Member

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4 Messages

2 m ago

Looks like it is a TV issue and not a DirecTV issue.

https://piunikaweb.com/2021/08/25/picture-sound-dropout-issues-on-samsung-neo-qled-tvs-trouble-many/

bcbsncjlj

ACE - Expert

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746 Messages

2 m ago

At one time the service was having audio issues when the device resolution was set to 4K. Recommendation was to set the device to 1080P. Not sure if the issue has been resolve or not. Are you set to 4K? If so try 1080p.

New Member

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4 Messages

2 m ago

Thanks, I tried switching between 4K and 1080 in the Apple TV settings and it didn't correct the sound issue. I did install the DirecTV Stream app on my Samsung TV using the Samsung App store and it works perfectly. I will try to get a HDMI 2.1 cable and hook it up to my HDMI 2.1 port on my TV to see if that makes a difference since the Apple TV uses 2.1 by default. Right now I'm using the following Apple TV 2.1 HDMI output over a HDMI 2.0 cable and into a 2.0 HDMI port on the TV.

DIRECTVhelp

Community Support

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12K Messages

2 m ago

Hi @PiakoB Here to help.

 


@bcbsncjlj Thanks for the tip.

 


To Fix Apple TV viewing issues please try this steeps:

 

Check sound settings

1. On your Apple TV, select Settings, then Audio & Video.

2. Make sure:

  • Audio Out is set to Apple TV.
  • Sound Effects and Music are set to on.
  • In Surround Sound settings, make sure that Best Quality Available is selected.


Also this is the list of Compatible Devices with DIRECTV STREAM App.


Please let us know how it goes.


Katherine, DIRECTV Community Specialist

DIRECTVhelp

Community Support

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12K Messages

2 m ago

Hello @PiakoB , We would be happy to assist. 


It looks like your Samsung TV is not compatible based on our compatible device list   , This could be the cause of the audio issues you are experiencing. You can find more troubleshooting steps using our  Samsung TV troubleshooting guide


We hope this helps.

 

TanzaniaJ, DIRECTV Community Specialist

 

New Member

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4 Messages

2 m ago

Thanks Katherine and TanzaniaJ

I loaded the DirecTV Stream app on the Samsung app store and now having it working on the TV itself. It works perfectly and has no problems. My Samsung QN90A TV has a known issue when using a HDMI source as an input where it will randomly drop the audio stream. This is a known issue with the TV and supposedly Samsung is working on a solution to be released by sometime before the holiday season this year. I attempted to update the firmware on the TV to version 1805 but it didn't fix the problem. Hopefully Samsung will release a fixed firmware in the future that allows me to use the DirecTV Stream app on my Apple TV. For now the app works fine on the Samsung TV itself using the Samsung App store and watching the service that way. Thanks again for everyone's help.

DIRECTVhelp

Community Support

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12K Messages

2 m ago

Thank you for the update @PiakoB,


Thank you for the update and additional information, your feedback will help to assist other customers in the future. We appreciate all your help and we're happy to hear you have everything working smoothly.


Thank you for choosing DIRECTV


TanzaniaJ, DIRECTV Community Specialist


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