Samsung Soundbar: Troubleshooting

Last Update Date : Oct 17. 2019

If you run into issues with your Samsung Soundbar/Subwoofer/Surround Speakers, follow these troubleshooting guide before request servicing.

The unit is not turning onClick to Expand

1. Unplug the soundbar from the wall outlet and check where the two parts of the power cord are connected.

 

Your power cord actually comes in two parts and it is this connection that is most likely to be forgotten. Disconnect the power cord from the wall outlet first, and then check where the two parts connects. Be sure to connect them firmly; they should not easily disconnect.

 

2. Test the wall outlet.

 

Make sure the wall outlet is working by plugging another device in, like a lamp.

 

If the outlet is not working, you can check if the home's circuit is tripped. Otherwise, contact an electrician for further assistance.

 

3. Check the power cord connection on the back of the soundbar.

 

Make sure the power cord is firmly connected to the soundbar. There should not be any gaps and it should not disconnect easily.

 

4. Plug the soundbar into the wall outlet, and turn it on.

 

If the soundbar still won't turn on, visit our Support Center to request service.

A function does not work when the button is pressedClick to Expand

If there is static electricity in the air, disconnect the power plug and connect it again.

Connecting to TVClick to Expand
1 Connecting to a TV using HDMI cable
HW-K950-Soundbar-HDMI

1. Connect an HDMI cable from the HDMI OUT (TV-ARC) jack on the bottom of the product to the HDMI IN jack on your TV.

2. Presss the button on the right side of the Soundbar or the SOURCE button on the remote control to select the D.IN mode.

2 Connecting to a TV Using Digital Optical Cable
HW-K950-Soundbar-Digital-Optical-Cable

1. Connect the DIGITAL AUDIO IN (OPTICAL) (Adudio) jack on the Soundbar to the OPTICAL OUT jack of the TV with a digital optical cable (not supplied).


2. Press the button on the right side of the Soundbar or the SOURCE button on the remote control to select the D.IN mode.

Sound is not producedClick to Expand

• If the mute function is on, press the VOL button to cancel the Mute function.

• Adjust the volume if it is set to minimum.

1 No sound when devices are connected directly to the soundbar

1.1 Make sure your TV is set to use external speakers.

 

If you hear sound from your TV, but not your soundbar, then your TV is not set to use external speakers. Most TVs provide this setting. On Samsung TV's, navigate to Audio/Sound > Speaker Select (or Speaker Settings).

Note: If your TV does not have this setting, check the back of the TV to see if it has any audio out ports (like Digital Out, Aux Out). If it does not, then your TV does not support external sound systems. If you connect external devices to the soundbar, you can turn the volume on the TV all the way down so you don't hear audio from both devices, but you will not be able to connect your TV to your soundbar

1.2 Turn the connected device on.

It's best to get the simplest possibilities out of the way first. Some devices may look similar when they are off or when they are on. Be sure your device is turned on, playing audible media, and the volume is turned up.

1.3 Set the soundbar to the correct source.

Just like a TV, since multiple devices can be connected, you have to switch to the correct source input in order to hear audio. Note that there's a 4-5 second delay after changing the source before you hear sound.
Use the source button to adjust the source (As according to connected device). The front display will show the currently selected source from one of these options:

 

  • HDMI (such as game consoles)
  • D-IN/Optical Audio (such as Blu-ray players)
  • AUX (such as DVD players)
  • Bluetooth (such as mobile devices)


1.4 Check the cables.

 

Make sure the cable is securely plugged in at both ends and check if audio works. If there is still no audio, replace the cable and try again.

 

2 No sound when devices are connected through the TV to the soundbar

2.1 Turn the external device on.

 

It's best to get the simplest possibilities out of the way first. Some devices may look similar when they are off or when they are on. Be sure your device is turned on, playing audible media, and the volume is turned up

2.2 Set the TV to the correct source.

2.3 Confirm your TV will play the audio without the soundbar.

 

Disconnect your soundbar from the TV and check if the TV is able to play sound from the external device. If your TV does not have sound either, you'll need to troubleshoot that issue first and the soundbar may not need any additional effort.

If you hear sound from your TV when the soundbar is connected, but not your soundbar, then your TV is not set to use external speakers. Most TVs provide this setting. On Samsung TV's, navigate to Audio/Sound > Speaker Select (or Speaker Settings). For instructions specific to your model, see your user manual.

Note: If your TV does not have this setting, check the back of the TV to see if it has any audio out ports (like Digital Out, Aux Out). If it does not, then your TV does not support external sound systems. If you connect external devices to the soundbar, you can can turn the volume on the TV all the way down so you don't hear audio from both devices, but you will not be able to connect your TV to your soundbar.

2.4 Set the soundbar to the correct source.

 

Just like a TV, since multiple devices can be connected, you have to switch to the correct source input in order to hear audio. Note that there's a 4-5 second delay after changing the source before you hear sound.

Use the source button to adjust the source to how the device is connected. The front display will show the currently selected source from one of these options:

  • D-IN (Optical Audio and HDMI ARC)
  • AUX
  • Bluetooth
  • TV (SoundConnect and SoundShare)


2.5 Check the cables.

 

Look at the back of your soundbar and TV, and verify the cable connecting the two devices is securely connected in the correct ports at both ends.

Verify the cable is connected to an OUT port on the TV and to an IN port on the soundbar.
Remove any plastic casing (optical or HDMI) that may be on the cable before use and connect the cable firmly.
If there is still no audio, replace the cable and try again.

2.6 Connect another device to the soundbar to test its port.

 

Connect another device to your soundbar (perhaps the one that is currently connected to the TV) using the same port the TV was plugged into. Review the previous steps and make sure that this 'test' device is on, the cable is connected properly, and the soundbar source matches the port that the device is connected to, and then play a video or some music to listen for sound.

If the soundbar works with the test device but not when connected to the TV, the TV is the cause of the issue. Contact its manufacturer for further troubleshooting. .

If the soundbar does not output audio from the test device either, visit our Support Center to request service. .

 

Video Alternative Text

The remote control does not workClick to Expand

• If the batteries in the remote control are drained, replace with a new one.

 

• If the distance between the remote control and main unit are too far, move closer to the unit and try again.

The red LED on the subwoofer blinks and the subwoofer is not producing soundClick to Expand

Your subwoofer may not be connected to the main unit of the product. Try connecting both devices again.

The subwoofer drones and vibrates noticeablyClick to Expand

Try to adjust the vibration of your subwoofer by pushing the WOOFER button on your remote control. up or down to adjust its value (between -12, -6 ~ +6).

Soundbar turns on automaticallyClick to Expand

The best way to connect your soundbar to your TV (when other devices are not part of your setup) is using an optical cable. One of the reasons why is because then you can use Auto Power Link. This feature turns your soundbar on when your TV turns on. However, it does mean that your soundbar won't turn off while the TV is still on. You can turn this feature off if you don't like it.

To disable the Auto Power Link feature, find the Auto Power button on your soundbar remote and press it once. Each time the button is pressed, your soundbar will alternate between Power Link On and Power Link Off. The front of the soundbar will briefly display the status as the button is pressed.

This button may be clearly labeled on some Soundbar remotes, but may be hidden behind another function on others.

Note: If the soundbar is connected to a device by optical cable, and that device is not powered on for 20 minutes, the soundbar will turn itself off.

Soundbar is out of sync with the TVClick to Expand

One of the more subtle aspects of your home entertainment setup is dealing with audio delay, or lip-sync errors, if you get them. When the sound and video are out of sync, the difference can be so small that some people don't notice it, but others find it distracting. Your soundbar includes an Audio Sync feature to correct this.

The following are the three most common solutions:

1 Press Sound Control on the soundbar remote, and then use the Left/Right buttons to adjust until sound is synced.
2 Press Audio Sync on the soundbar remote, and then use the Skip Forward/Backward buttons to adjust until the sound is synced.
3 Press + or - under Audio Sync to adjust until the sound is synced.

If all of these are unable to resolve your problem of your device, please call 1800-40-7267864 (1800-40 SAMSUNG) to get assistance.

Thank you for your feedback!

Not finding what you're looking for? We're here to help.

Online

Track your repair

Check the progress of your repair

Chat with us

Samsung is pleased to offer Chatbot support for Samsung products related queries. You can also choose to connect with our Live Chat agent.
Services available 24 Hours a day / 7 Days a week

Email

We'll respond within 24 hours of your request.

Samsung Members Web Community

Log in with your Samsung Account and join the Samsung Members community! Peer to peer support for mobile phones.

Call

1800 40 7267864(1800 40 SAMSUNG)

(Toll Free) For Use By Customers In India Only 24 Hours a day / 7 Days a week

1800 5 7267864(1800 5 SAMSUNG)

(Toll Free) For Use By Customers In India Only 24 Hours a day / 7 Days a week

+880 9612300300+880 8000300300

(Toll Free) For Use By Customers In Bangladesh Only 8AM - 1.30AM / 7 days a week

+94 11 7267864+94 11 SAMSUNG

For Use By Customers In Sri Lanka Only
8.30AM - 8.30PM / 7 Days a week

+977 16600172667 (For NTC customers only)+977 9801572667

(Toll Free) For Use By Customers In Nepal Only 8AM - 8PM / 7 Days a week

Dial as per your country

* For any printer related enquiries, please visit the HP website .

Face-to-face support

Samsung Service Centers

Find out more about how you can get face-to-face help.

Service Online Appointment

Book a service appointment at your nearest service center.

Contact Us