topic Re: Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV in Portable Audio

WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

inamghafoor — Sun, 27 Sep 2020 19:22:08 GMT

I have had the Sony WH-1000XM4 Headphones since launch and they are awesome no issues when connected to my android smartphone or Windows Dell Laptop however when these are connected my Samsung 49" MU7000 smart TV the audio stutters starts and stops, once I disconnect and reconnect I may get about 5 mins of normal audio playback but then goes back to audio stuttering starting stopping, Headphone Firmware is updated to the latest and fully charged, When the audio stutters I am in the same room as the TV only about 2-3 meters away from it, Any ideas how to resolve?

I still have my old Sony WH-1000XM3 headphones which connect to the same TV (Samsung 49" MU7000) with no issues at all no Audio Stuttering at all, they sound awesome

Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Peter_S. — Mon, 28 Sep 2020 07:12:27 GMT

Hi inaamghafoor,

Could be related to the newer BT version of the XM4 headphones or a wrong BT profile that has been used during pairing. Please disconnect the headphones and pair them again. But please wait some seconds before you select the headphones - there might be a second option you can connect to after a few seconds.

Cheers

Peter

Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

inamghafoor — Tue, 06 Oct 2020 16:11:14 GMT

Thanks for the reply Peter_S

I have tried disconnecting the headphones and leaving it a short while before re-connecting as well as completely deleting the headphones from the TV and again leaving a little while before reconnecting but still have the audio stuttering.

Is there a manual way I can select BT profile while pairing? is this the second option you speak of?

thanks

any help is appreciated

Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Oldrich — Wed, 18 Nov 2020 06:54:44 GMT

Hello Peter, I have the same problem while stuttering happening when XM4 is connected to Samsung Smart TV QE65Q70R. I had XM3 in the past which was working perfectly with the same TV. Other BT devices which I have works good each other (Galaxy S20+, old cheap China BT headphones) but just XM4 has problem. There is apparently bug in XM4 firmware while stuttering appears randomly - typically since beggining playing song but then if in Headphones app I switch Sound/DSEE Extreme 'On' and then immediately 'Off' the stuttering disappear and sound is clear. Unfortunately it works just for a randomly long period and in longer or shorter period the stuttering is back again. This behavior is independent on 'Sound quality mode' status. Its the same for both 'Priority on sound quality' and 'Priority on stable connection'. There are no other active BlueTooth devices in place which could be potentially interfering.

Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Pablo232323 — Thu, 17 Dec 2020 01:03:36 GMT

I found the same problem in my WH-1000XM4. It seems to be a problem with thus type of TV. And other issue is that connect and disconnect randomly to the phone or any other device when this is on. Any solution sony for this not cheap headphones? I got a 15£ Ones that works better in any device.

Re: Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Win_88 — Thu, 17 Dec 2020 17:55:30 GMT

If the headphones work flawlessly on other devices, I don't think they can be blamed for the issue. The same could be said about the TV though, so I think it's down to compatibility

Win_88

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

chunky28 — Mon, 28 Dec 2020 21:32:11 GMT

I have this same issue when connected to a Yamaha RX-V6A av receiver. Other Bluetooth headphones work fine with this av receiver and the headphones work fine with other devices. I believe this is a compatibility issue and perhaps an issue with Sony’s LDAC technology as I’ve read another forum where a different type of Sony headphones also don’t work with the Yamaha receiver (with similar stuttering sound).

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

FTL360 — Tue, 29 Dec 2020 04:11:17 GMT

Newer Samsung TVs operating system is Tizen instead of Android... compatibility issues with Tizen OS

Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

FTL360 — Tue, 29 Dec 2020 04:13:08 GMT

Compatibility issues with Tizen

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Win_88 — Tue, 29 Dec 2020 12:43:21 GMT

A few other users mentioned the same issue here on the Community. I don't know what could be causing the problem but It's definitely a compatibility issue.

Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Oldrich — Tue, 29 Dec 2020 14:20:22 GMT

In meantime I have learned something more about xm4-Samsung Smart TV (@Tizen) issue. It's definitely NOT an issue caused by any kind of WiFi or Bluetooth interferences. While xm4 are connected to Samsung Smart TV and while stuttering appears then I physically went approx 15 meters far from TV (over couple walls), then I recognized that BT signal become week and headphones has thanks to that disconnected from TV, then I moved closer to TV, BT connection has automatically restarted and stuttering disappeared, btw by repeating this connecting/disconnecting BT connection by described way again and again many times, I found that it's purely random xm4 behavior whether stuttering start after reconnection or headphones are playing sound normally. In my strong opinion it's purely xm4 firmware problem which Sony should immediately resolve (!!) I do believe that Artificial Intelligence in xm4 is clever enough to recognize that something is wrong and stuttering sound in headphones needs to be adjusted (!!)

Re: Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Win_88 — Tue, 29 Dec 2020 17:04:26 GMT

Hi @oldrich

If this was purely the headphones' problem, the same issue would happen with other devices, but everyone with a Samsung TV with that particular issue reports that it doesn't happen with their phones, even in the same area.

Win_88

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

FTL360 — Tue, 29 Dec 2020 19:27:13 GMT

It all comes down to audio codec and data transfer speed. Both devices must
have compatible audio codec.

The bluetooth codec for the XM4 is LDAC, the proprietary audio codec from
Sony. It has a variable bit-rate, and the highest of all codecs.

Samsung SMART TVs run Tizen OS. The bluetooth codec does not support
LDAC. It supports, amongst other codecs, AAC, AC3 and DD+.

The problem arises when the SONY headphones cannot use LDAC. This happens
when you use the dual device connectivity. If LDAC cannot be used, it's
going to switch to the next best most compatible. It would've been aptX
or aptx-HD, except Sony removed these two bluetooth codecs from the XM4s.

As a result, when connecting to Samsung SMART TV using any other Codec,
the connection is not stable. The stuttering occurs when the data transfer
cannot keep up. It fixes itself when the device then searches for best
connection. It keeps happening because the devices are constantly
switching, searching for the best connection.

XM3s do not have this issue because they had aptX and aptX-HD.

So, long story short, set your headset to only one device connection OR
find a way to update the default codec so that they match and don't
automatically revert when disconnected.

Re: Betreff: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Oldrich — Tue, 29 Dec 2020 21:23:33 GMT

I'm connecting xm4 to multiple different smartphones and to PC without any problem. I have also various different cheap old Bluetooth headphones which I'm able to connect to my Samsung Smart TV without any problem as well. The stuttering appears just in combination xm4 - Samsung Smart TV. In the past I had Sony xm3 which was working with the same Samsung Smart TV without any problem. It must be issue in xm4 firmware.

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Oldrich — Tue, 29 Dec 2020 22:53:02 GMT

Hello, thanks a lot for analysis. I'm using Sony Android app called "Headphones". This app could be permanently connected to xm4 regardless which music device is connected to xm4 for the purpose to listen sound. In "Headphones" app is always showed current codec name. If I have xm4 connected to Samsung S20+, the used codec is AAC. If xm4 are connected to my Samsung Smart TV the codec is SBC. SBC codec is there all the time regardless the stuttering is happening in xm4 or headphones plays sound from Samsung Smart TV normally. Then I don't thing that some missing codecs in xm4 is the reason why stuttering is happening.

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Robinho0o0d — Thu, 31 Dec 2020 06:48:28 GMT

I had the same issue with my wh-1000xm4 with my Samsung TV 8000 series which I kind of figure out and worked around it after playing around in settings. here is how I did it:

First load the content that you want to watch either is YouTube, Netflix or any kind of a streaming app,just bring up the video and pause it. Then navigate to SETTINGS>SOUND>EXPERT SETTINGS and change the "Digital Output Audio Format" from Dolby Digital to PCM.

If for some reason you TV was set on PCM from before you have to swithch it to Dolby Digital then swithch back to PCM again.

Then go back to that content that you've paused and resume with high quality sound without any noise or static.

unfortunately this is not a permanent solution and has to be done for everytime that you want to use this particular headphone with your TV. At one point I want it to return the headphone but i really love it and I mostly use it on my Samsung Note20 Ultra with no issue so i kept it.

I hope this method help you guys and others to use this awesome headphone with their Samsung TV.

I already submit my method with details to Sony team and I hope they will come up with a permanent solution for this issue.

Peace

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

Oldrich — Thu, 31 Dec 2020 09:06:21 GMT

Hello, I experienced that the same result is reached if the source of sound like YouTube, Netflix, IPTV, Spotify or whatever is paused. Anytime when play of sound is interrupted and restarted again the xm4 is randomly selecting method how to decode signal from Samsung Smart TV. Sometimes correctly, sometimes with stuttering.

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

HannahEd01 — Fri, 01 Jan 2021 15:13:59 GMT

Hey guys, if I was to say anything, I would agree with who said it's a compatibility thing. The XM3 and XM4 have two different technologies and all of the symptoms that you keep explaining only serves one result, it's a compatibility issue

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

mcdons — Sat, 09 Jan 2021 17:41:31 GMT

I'm also having this problem when connected my WH-1000XM4's to a Yamaha RX-V4A AV Receiver.

The XM4's work on other devices I've tried, and another pair of bluetooth headphones work on the RX-V4A Receiver.

Has there been any response from Sony?

Re: WH-1000XM4 Audio Stuttering Stopping Starting when connected to TV

chunky28 — Sun, 10 Jan 2021 13:30:12 GMT

Hi,

I’ve tried both Sony and Yamaha. Sony said the following:

”Thank you for your recent e-mail.
Please note that the feedback has been raised internally. We would like to apologize for any unintended inconvenience this might have caused.
Thank you for your enquiry.”

Yamaha said the following:

”

Thanks for your email and for your interest in Yamaha A/V & Hi-fi.

With regards to your situation; we would as a first step recommend trying to connect an alternative Bluetooth device (headphones or speaker) to find the common denominator. From your description this has been tried with the alternative headphones operating as expected, this would point to the issue being present within the headphones (as the amplifier stays consistent between the tests). We have reported your specific issue (RXV6A Bluetooth to Sony WH-1000MX4); but as Yamaha are only able to make adjustments on our side we would recommend contacting and following Sony’s suggestions in case it requires a hardware or software changes from Sony.

Apologies for the longer than usual waiting/response times during the festive and new year period, we thank in you in advance for your understanding.

Hope this helps, Many Thanks

Yamaha Technical A/V”

This is clearly an issue with the headphones which I’m guessing Sony could fix with firmware. I think it’s an issue with their implementation of LDAC.

Would be good if you could raise this issue with Sony too. The more of us that do it the more likely it is they will try to fix it.

Please let me know if you ever find a solution for this.