Poor sound quality with Spotify Connect on Samsung HW-Q70T

[bczlwlj-_12z5]

Plan

Premium

Country

Austria

Device

Samsung HW-Q70T with Spotify Connect

My Question or Issue

Hello! Im facing some strange issues with my Samsung Soundbar.

when i first connect to the soundbar with my phone via spotify connect i always have poor sound quality. to fix this i have to either change the mode of the soundbar or restart it. this is very annoying because i bought the soundbar mainly because of this feature. i have also already sent it to samsung support. They said that the error is not the device but rather the service on which they can not take any influence.

is there any way to fix this? thanks in advance!

i tried: updated firmware, updated spotify app on my phone, tried different devices (iphone, android)

[Eni]

Hey there @bczlwlj-_12z5, 

Welcome to the Community and thanks for reaching out about this. 

Would you mind letting us know if this has always happened or if it started happening after a specific event such as an update?

Additionally, could you let us know if this is only happening with Spotify or with other streaming apps as well?

We'll be on the lookout.

[bczlwlj-_12z5]

Hi eni! 

Thank you for your response. It does not happen often but relatively frequently.

and since I own the soundbar (3 months)

Steps to reproduce:

- soundbar is off (standby mode)

- open spofity app (tried android and ios), connect to soundbar via spotify connect

- soundbox starts automatically (wake up from standby)

- choose song and press play

- sound quality is strange

- change sound mode (adaptiv sound, stereo, movie)

OR

- change source (hdmi, wireless, bt)

- sound quality is normal again

it's hard for me to describe this strange sound quality but as an amateur i would think that the speaker cone of the box is broken.

The repair service from samsung could not find a hardware error and claim that the error can only be due to spotify connect.

regarding other apps: only spofity connect is able to wake up the soundbar from standby so its only happens in relation with spotify connect + standby mode.

all other apps stream without problem.

Thank you for your help!

[Eni]

Hey there @bczlwlj-_12z5, 

Thanks for sending us this info. 

Would you mind asking a friend or a relative to log in to their account in your device to check if the issue persists with a different account?

Additionally, could you try playing music by connecting via Bluetooth instead of Connect to check if that makes the difference?

We'll keep an eye out for your reply.

[bczlwlj-_12z5]

hi eni!

i tried different accounts and faced the issue again.
over bluetooth there is no problem at all cause there is no spotify connect involved.
i have now also found out that the problem only happens in adaptive sound mode.

im really not sure if this problem is related with the soundbar itself or because of the spotify client installed on it..

[Jeremy]

Hi there @bczlwlj-_12z5,

Thank you for your reply and confirmation.

Just to be sure, can you perform a clean reinstall of the app? This will make sure there's no old cache files causing this.

Keep us posted 🙂

Take care!

[bczlwlj-_12z5]

i tried a fresh installs on different devices but it didint helped

i have also recorded the sound so that you can get an impression:

https://soundcloud.com/sanorama/broken-sound
you can easily recognize this strange chattering in the background

for comparison --> this should be the correct sound ouput
https://soundcloud.com/sanorama/ok

hope its ok to post external links here 🙂

[bczlwlj-_12z5]

ok, its also happen on other sound modes, so its not related to the adaptive sound mode..

[Jeremy]

Hi again @bczlwlj-_12z5,

Thank you for your reply and for the recordings.

It might be an issue of how the soundbar connects to our API and it's possible that this is a firmware issue. We suggest that you check with Samsung for support regarding this.

Note: Connect is just "an instruction" for devices to play something from a location on a server. No actual audio data transfer occurs between the app and the device

Let us know how everything goes 🙂

Take care!

[bczlwlj-_12z5 · Accepted solution]

Firmware Update solved it!