topic Re: HT ST5000 Soundbar in Home Cinema, Projectors & Players

HT ST5000 Soundbar

margaze — Thu, 15 Aug 2019 17:21:20 GMT

Any body having sound cutting out issues?

Any Dolby input causes the sound to cut out after a random amount of time (2 minutes up to even an hour, but it happens every time).

1. Whether the input in HDMI or optical it still occurs.

2. Sony 4K player input - occurs

3. Sky Q input - occurs

4. LPCM input from apps, etc. - OK

5. The TV is a KD65A1

6. HDMI/optical cables are soundstrom

7. Sound always comes back if the power of the soundbar or TV is recycled.

8 Sound always come back if a LPCM channel is selected on Sky (eg. Radio channel).

Sony have failed to repair it under warranty & then attempted to repair the TV. Fault is still there.

This has been going on since I bought the soundbar & now it’s over 1 year old Sony are refusing to honour their warranty! How is that right!!

I’m wishing I’d gone for a dedicated amp setup now.

I just want it fixed, so maybe someone else has experience with this issue?

Re: HT ST5000 Soundbar

Pascale_F — Sat, 17 Aug 2019 11:26:11 GMT

Hi margaze,

I'll see if I can find anything out for you. Maybe another community member can help you in the meantime.

Thanks,

Pascale

Re: HT ST5000 Soundbar

margaze — Sat, 17 Aug 2019 17:28:52 GMT

That’s great. Many thanks.....Mark

Re: HT ST5000 Soundbar

Win_88 — Wed, 21 Aug 2019 14:21:08 GMT

Hi margaze,

It would surely help if you could give us a connection map detailing how each device is connected and what signal passes through which device.

Also, what model of TV do you have?

Win_88

Re: HT ST5000 Soundbar

margaze — Thu, 22 Aug 2019 23:58:11 GMT

Hi.

TV is Sony KD65A1.

Sky Q 2TB box

Sony 4K player UBP-X800B

All HDMI cables are sandstrom gold series

TV ARC to Soundbar ARC

With either the 4K player or the Sky Q into any of the available soundbar ports the sound will cut out.

Note, sound is always fine if it is LPCM. Dolby digital 2.0 or better (5.1, Atmos) causes sound to cut out.

Sony UK called me yesterday and they are ‘escalating’ my complaint- so I may get a warranty repair yet.

Thanks for taking the time to help Win_88

Re: HT ST5000 Soundbar

Safontan — Sun, 25 Aug 2019 21:47:11 GMT

Hello everybody,

I’m experiencing the same issue with Soundbar HT ST5000 connected via HDMI ARC to SONY AG8 55’ from a week now.

Source only Netflix or YouTube via Wi Fi.

It is very annoying because after 20 minutes working fine, sound goes back to tv speakers and I have to quit and start again the TV and soundbar.

Please Margaze keep up to date if you solve the issue with Sony UK.

Hope to hear any news from Sony Italy.

It is my first experience with Sony (TV + soundbar) premium products and I wouldn’t regret the choice!

😞

thanks in advance for any help!

F.Fontanesi

Re: HT ST5000 Soundbar

margaze — Mon, 26 Aug 2019 09:57:27 GMT

I will. I am yet to hear from Sony - it is a bank holiday though.

Regards

Sent from my iPad

Re: HT ST5000 Soundbar

Safontan — Tue, 27 Aug 2019 16:37:42 GMT

Thank you margaze. News from my side: today I got it back to Amazon with full rewards since it was my right...it is a pity nevertheless! Now I’m worried to buy another one (maybe htzf9 which is cheaper) because i think (but correct me if I m wrong) that the connection via HDMI ARC(e) to the TV (Sony AG8) could in some way damage it. I m very ignorant in this field! What do you think?

Re: HT ST5000 Soundbar

margaze — Fri, 30 Aug 2019 01:34:53 GMT

Hi, that’s great news you you managed to get a refund. I really don’t know about your ARCe question. I wish I’d never bought mine, what very poor support from Sony UK - They called me today and said they would not offer a warranty repair, I’ve explained to them (very strongly!) that if it wasn’t for their time consuming, time wasting solutions, that have taken months then my soundbar would probably have been fixed by now. (Many times it was...”have you tried this”, “have you replaced your HDMI cable”, “can you do a factory reset”, etc. When they eventually agreed to take it in, they couldn’t find a fault. A TV engineer was sent out and replaced parts in my TV (under the TV warranty), but the fault happened straight away and he said, “it’s not the TV, that’s a soundbar fault, I bet Sony never tried the correct type of input”. (Which is a Dolby digital input in my case). So what am I left with? Sony UK letting me down and refusing to fix my soundbar! I am waiting yet again for their response.

Re: HT ST5000 Soundbar

margaze — Fri, 06 Sep 2019 12:15:17 GMT

Sony have now got back to me (after I was informed my case has been escalated again). They have now agreed to to treat the fault as a combination of TV/Soundbar and a in home visit will be arranged shortly. So, I’m pleased about that anyway. The sound is still cutting out everyday without fail if a Dolby Digital is used - This does include watching through the Google Play app of the TV too, as I found out recently whilst renting Captain Marvel & Avengers Endgame.

Re: HT ST5000 Soundbar

margaze — Thu, 12 Sep 2019 21:10:53 GMT

Sony finally agreed to accept the TV & Soundbar together as a warranty repair. Today the independent repair engineer appointed by Sony arrived and witnessed the sound cutting out. He immediately checked all the settings & agreed the soundbar was at fault and said he would order a new board for it (not sure what one). So he took the soundbar away & hopefully it will be returned in a functioning condition! I will post again on its return.

Re: HT ST5000 Soundbar

Safontan — Thu, 12 Sep 2019 21:31:37 GMT

Good news. I m happy for you. In the meantime I got a Sony htzf9 soundbar + wireless rear speaker and for 2 days they are working just fine!

Re: HT ST5000 Soundbar

JamesGBeaumont — Wed, 18 Sep 2019 04:20:55 GMT

I have the same problem. I bought mine in late 2017, and it was fine up until a few months ago. Now the sound stops up to twice an hour - though sometimes I can watch a 2 hour movie without issue. When the sound stops, stopping and resuming playback is enough to get it working again. I have only noticed the issue with Dolby Digital soundtracks, and get it either using an Apple TV 4K (connected directly to the soundbar with HDMI or connected via eARC through a 2019 LG C9 OLED TV) or using the TV’s built-in apps over HDMI/eARC.

I contacted Sony, and they advised first a reset of the soundbar and then to contact an local authorised Sony service centre. No joy with either of those options - the reset didn’t help, and the service centres have no idea what is causing it.

Does anyone have a suggestion? It’s a great soundbar, but this is really annoying and given what it cost me I really would like it working again.

Re: HT ST5000 Soundbar

margaze — Wed, 02 Oct 2019 09:11:33 GMT

Well, after Sony agreed to treat the fault as a combined TV/Soundbar fault.....They are yet again refusing to do the repair now that the independent repairers have said it is the soundbar at fault. So, back to the beginning with a soundbar unfit for purpose and out of warranty because Sony have failed to repair it after nearly 18 months- bear in mind this fault was reported within weeks of its purchase. They leave me with no option other than legal action against them. Needless to say I shall not be buying Sony products again! Very poor support. Strange how the only people to say the soundbar is OK is Sony itself - 2 other independant repairers have said it is a faulty soundbar. I am very angry about this, it isn’t a cheap item - £1500 to buy.