Sony HT-XF9000 randomly losing sound

[silviu2008]

Hello,

I have this soundbar for quite some time already and I'm pretty happy with it, however there is a strange issue where the audio completely cuts out and seems to be happening only when watching ATMOS content on Netflix (this happens randomly, sometimes it may happen once per movie, sometimes even more often). The only way to get audio back is to turn off the soundbar via the green button on the remote and turn it on again. When the audio stops working, the soundbar is still on (the LED color on the subwoofer is still "amber" color). I have tried multiple settings (like turning on/off Vertical S, etc) but none seems to work. The HDMI cable that I use is high quality so that's not the problem. Anyone experiencing this problem? Thanks!

[EdwinaU]

Hi there,

Welcome to the community.

We'll look into this for you and update this thread when we can.

Maybe some of our members will have some tips to share too.

Best wishes,

Ed

[The_Black_Rose]

Hi Silviu2008,

Is the software of the soundbar up to date? https://www.sony.co.uk/electronics/support/home-theater-sound-bars-home-theater-systems/ht-xf9000/do...

Cheers,
The_Black_Rose

[D-Law81]

We have the same sound bar but all seems ok with ours, and we use Atmos on Netflix, I am look at getting the Sony X800M2 player, this is because its 4K HDR with Atmos and DTSX. Are woofer is Amber but works fine, the abler on ares is a locked link to sound bar. Try if your software is upto date have you tried reset system and start again on sound bar. 👍 I know it shouldn't make much difference but I am also using on both sound bar and ps4 pro a HDMI 2.1 Cable on both. 😊 I do find picture slightly better in HDR. But that's me.. 😊 👍 🇬🇧 

[The_Black_Rose]

Hi Silviu2008,

I totally agree with D-Law81, reset should be the next option. The steps are on page 57 of the Manual: https://www.sony.co.uk/electronics/support/res/manuals/4725/3b2584380fbe20b6ecd636e0faa3f510/4725865...

Cheers,
The_Black_Rose

[Dan0101]

Hi,

By any chance have you had any success in solving this issue? 

I have had the same problem for a month now and I have tried everything. It's really frustrating! 

Thanks,

Dan

[silviu2008]

Thank you for the replies, unfortunately I still have this issue. I tried the reset option but didn't work. Also the firmware version is the latest (2.050) . And it also happened a couple of times on Youtube aswell, so now I am pretty sure that this is a hardware related issue.

[Dan0101]

Hi Silviu,

Just out of curiosity has it ever cut out on you while watching live TV? (It hasn't with me). As I'm starting to think it might be related to online streaming apps. 

Thanks,

Dan

[silviu2008]

Nope, never had issues with live TV or USB media content. I've honestly given up on trying to find a solution for this and I think the only thing we can do is wait for software and/or firmware updates. One reasonable explanation for why this happens might be the fact that online services would somehow send a malformed audio signal from time to time and the soundbar does not accept it (and forces you to restart it, maybe because of an internal protection?).

PS: Dan, can you tell me what TV model you have and what are your audio output settings (dolby, PCM ?). Mine is a Sony Bravia XG95 and audio output setting is set to AUTO1 (it does have an AUTO2 and PCM aswell). I don't know why I haven't tried auto2 and PCM until now but I will once I get home. Thanks!

[Dan0101]

Hi Silviu,

Malformed audio signals from online services does sound kind of suspicious.

My TV is a Samsung QLED Q70R (QE65Q70R) but I can't remember what I have my audio output set to so I shall let you know tonight when I get home from work. Thanks for your response on this! It's a shame Sony doesn't step in to help us out.

Dan