Plan

Premium

Country

Germany

Device

(Samsung S20, Samsung Soundbar HW-Q950A/ZG, Lenovo Laptop)

Operating System

(Android 11, Windows 10)

My Question or Issue

Hello Community and moderators,

on December 21st, 2021 I received the "Samsung Q950A" soundbar.

Problem Description:

When using the WiFi function (soundbar) in connection with a cell phone or laptop and using Spotify Connect, the sound disappears on all speakers, but the soundbar can still be controlled

Cause research wifi problem:

The first time I noticed the problem when I listened to music for about 1.5 hours after one evening and wanted to continue listening to music the following day, there was no more sound from the speakers in connection with wifi.
I then initialized the soundbar and after a short setup the sound could be heard again in connection with WiFi.

The second time the sound failed again when my wifi connection was lost. There was still no sound after a new WiFi connection. The soundbar is thus re-initialized.
Then I simulated the WiFi interruption to see if the sound failed again, but this could not be confirmed.

The third time the sound went down in WiFi mode when I was listening to a podcast (playing time approx. 1.5 hours). I then contacted Samsung directly to solve the problem or to rule out that something was wrong on my part.

First approach to fix the WiFi frequency band of the WiFi (Devolo) to 2.5 GHz or 5 GHz (both tested without success, error occurred again)
Second solution approach connect the soundbar directly to the Fritz box (tested without success, error occurred again)

In further attempts I was able to narrow down the trigger for the problem, the sound loss / sound distortion occurred as soon as I rewound the music tracks, especially podcasts that had a longer playing time, more often!
I then contacted Samsung again and shared the new knowledge. In order to rule out whether it is a component-related problem, Samsung recommended further solutions:

Connect another device to the soundbar instead of my mobile phone. For this I used my laptop and connected Spotify Connect to my soundbar via Wifi (tested without success, error occurred again)

Test the soundbar in the store. For this I went to store in my town and I was kindly allowed to test the whole thing on site, but only the Samsung Soundbar Q900A (previous model) was present in the exhibition
(tested with success, no sound failure on the soundbar and therefore no mobile phone problem or no Spotify Connect problem)
In order to rule out that my internet connection at home is too slow or the router is too old, I drove with my Q950Q soundbar to my brother-in-law's home, there is a fiber optic internet connection (350 Mbit / s) with a current new Fritz box.
The whole thing tested again without success, also here in another house with a different internet connection => sound loss and sound distortion in wifi mode (Spotify Connect)

Findings:

Home-related causes could be excluded (cell phone, laptop, router, WiFi, frequency band, Spotify Connect)
Thus, for the reasons mentioned above, the problem is with the soundbar. Initializing or disconnecting the power supply on the soundbar only helped for a short moment, but the description of the error kept recurring as soon as you rewound several times, especially in the podcast.

Another person in the Samsung community was able to reconstruct the problem with the same soundbar.

The link to the topic I created on the Samsung Community:

https://eu.community.samsung.com/t5/audio-video/problem-soundbar-hw-q950a-gt-tonausfall-verzerrung-i...

Today I called Samsung again, this time with the second level. He reported to me that there are problems with Spotify in connection with Wifi and Spotify Connect. There is no hardware problem with the soundbar. Samsung engineers have been in contact with Samsung about this for over a year.

Dear Spotify Community Team and moderators, I ask you to help. Please try to recreate and confirm the above problem. Request for a solution.

#Wifi #SpopitfyConnect #Sound loss #SamsungSoundbar