Audio dropouts during 4k streaming on Amazon Prime 4k movies on HT-ZF9

[apjoseph]

Last week I purchased a Sony 65XG9505 TV and HT-ZF9 to complement it.

TV is plugged into eARC both ends. On Sound bar, HDMI 1 is TiVo and HDMI 2 is Xbox X.

I have been playing 4K games on XBOX is fine.

On TV 4k YouTube fine, Netflix is fine, Amazon Prime video on HD is fine BUT when I play 4K movies the sound drop out now and then.  These are the played via the apps from the TV itself.

First time I tried it yesterday on 4K and it was awful – every few minutes the sounds just drops out and I need to restart the soundbar and it works fine for a few minutes. I am worried that something is wrong with my soundbar. I am using decent HDMI 2.0 cables that is certified for Ultra HD.

TV Firmware up-to-date.

Soundbar up-to-date as well. Software ver: 002.220.

Could someone please assist?

Thanks

[Sean_Mc]

Hi Joseph, 

Welcome to the Sony Community.

I would recommend getting in touch with the Sony Support team here who will be able to look into this for you.

Best wishes,

Sean 

[Rendle]

Hi,

mine does this too, did you ever get a fix? Thanks 

[apjoseph]

Hi,

Yes, it got fixed, however, it was a combination of making sure I had the HDMI 3 (eARC) on the TV set to 'enhanced' and the eARC port on the soundbar set to 'enhanced' too. I had it on the default when the sound was dropping out. Also, I did a firmware update at the same time.

So it was a combination of both, however, not sure which one fixed it.

I hope that helps.

Arun

[Rendle]

Will try that, thank you so much for the reply!