Soundbar 700 sound dropping out

My Soundbar 700 sounds great from the TV, but when I am watching a DVD from my Sony Blue Ray Player, there are quick noticeable intermittent breaks in sound. I switched out the Sony BRP with another, and it still has the intermittent breaks of sound. Has anyone else complained about this. How can it be fixed? Are Sony BRP's compatible with Bose? Thanks. 

I had this issue as well and finally fixed it by reinstalling my Philips tv. Occurred countless times while watching Netflix with 5.1 sound. Hope it stays away now🤞🏼

  • How is your Soundbar connected to the internet, is it Ethernet or Wifi? 
  •      Connected via Ethernet
  • If Wifi what make is your Router? 
  • How are you listening to audio when the sound drops and is there any specific apps affected?
  •       Bose 700 SB with 2 satellites - Connected to LGC8 TV via ARC
  • Does this happen on all sources?
  •       Does not happen when listening through tv speaker or through Bose 700 via         optical.
  • Does there seem to be any pattern when this happens? 
  •       No pattern just happens every minute or so. Haven’t timed it.
  • What devices are connected to the SB?
  •       LGC8 connected to SB; XBox & PS4 connected to TV. Sometimes phones connect to SB via Blue tooth
  • What TV do you have? 
  •    LGC8 55
  • How is your system set up? 
  • How long after the update did you start experiencing issues?
  •    Not sure. Have noticed this audio drop out before. Just finally decided to look into it cuz we were binging Jessica Jones on Netflix and the repartition of the error was driving us nuts. Now we are on optical but ARC connection sounds better.

Would love a fix for this.

Here to add my voice to the pile. 5.1 audio drops out consistently, probably once every 5-10 minutes for a second. Happens using optical and ARC through Plex, Netflix, Disney ...anything that supports 5.1 audio. Tested with the same exact settings on another soundbar which doesn't exhibit the drop. I do have the SB700 connected via WiFi but I can't comprehend how that would affect anything. Real bummer.

 

Hopefully this gets fixed eventually. I spend a lot on Bose products and am usually extremely pleased - hence why I dropped so much on the SB700 and BM700 - and recommend it to a lot of people, but I can't recommend a $700 audio system that drops audio when other $100 soundbars don't exhibit that behavior. I'm glad others are experiencing the same thing but disappointed this topic has been hanging around for 6 months now without a fix.

Hello,

 

Previously I had a faulty wifi router due to which i was facing this dropouts. I upgraded to Netgear Orbi RBK50s which is now causing dropouts almost everytime. I noticed SB700 firmware is also updated to 6.x. I have completely lost confidence on bose products and do not have enough guts to recommend my friends of this product. 

I am thinking about going with sony which has never failed me in past 10 years.


Thanks,

NaikP

Hi All,

Same thing is happening to me 3 days after new.  Connections as follows:

 

- Netgear D7000 Router <wifi> Fetch Set Top Box <HDMI> Panasonic OLED TV 55" <HDMI ARC> Bose Soundbar (with Sub).

 

- I'm running the latest Bose firmware: 6.0.15 (TV and set top box also up to date)

- Happens intermittently for each watch 'session' with all forms of TV input, e.g. normal TV, Netflix.

- Issue does not show when streaming music to Bose via bluetooth

- I have the logread too, downloaded from: 192.168.0.[8 for me]/logread 

 

When the issue happens, my workaround is to turn the TV off / on (which also turns the Bose 700 off / on) whilst keeping the set top box on. Turning the set top box off and on seems to intermittently re trigger the issue.  This would imply some issue with the set top box, but this can't be right because my old Panasonic soundbar  or the TV speakers do not have this audio cutout issue.  I do not wish to use optical because of the loss of CEC/ARC functionality.  From what I read going optical is not a factor because it suffers from the same issue anyway.

 

I will phone Bose tech support tomorrow with all the details.  This is a shame because the sound is fantastic - dialog, richness, and base (with Sub).

We just got this system and have it connected to an LG OLED C9 65 inch tv.

 

It is January 2020 now, and after reading this thread and no obvious fix back it goes. We spent alot on this system. It is definitely not a TV issue. The audio drops happen Iot with anything on TV, Netflix DVDs .

 

It is beyond annoying. Even the people at Bose had no clue today when we talked to them. They were supposed to call back but no word yet. 

 

 

Hello SLGold, 

 

Thanks for reaching out and welcome to the Bose Community Forums. 

 

I am sorry that you are facing this issue. Can I please ask if when setting up the soundbar, it updated the firmware? If not, please can you follow the steps here to update the soundbar. 

 

It would also be great to know how you are connected to your TV? 

 

I look forward to your reply. 

 

Kind Regards, 

Vicky W

 

 

 

 

 

, I'm not the poster you're responding to, but I'm having the same problem and have been for months now. My firmware version reads at 6.0.15-7651 0af135. I also contacted Bose support recently and can confirm they reported not knowing of this issue despite it being a known problem. There are posts on the http://reddit.com/r/Bose subreddit as well.

Update:  I spoke to Bose tech support.  Weirdly the Bose support person was not aware this is a common issue, so I emailed her links to this thread and another on this forum.  She consulted a colleague who had recently recommended a replacement to another customer with the same issue.  She advised me to do the same, although she wants me to try optical which I will do first.  Regardless I will collect a replacement from the store of purchase this weekend.  Fingers crossed it is simply a hardware fault, because apart from this issue, this is a great unit.  

Hello,

 

I am really frustrated with the popping sound. I have changed 3 routers so far. Now I’m getting issue with Firestick, it is the only wireless device in the living room. If I hardwire the base module, I get sudden dropping sound while it is off. I suspect the base module has poor drivers which is not handling the signal

 

 I am wondering why I went to this expensive bose product with a ton of limitations and fails to prove its quality. 

By the way it is not possible to eliminate the wireless interference as in my home alone I have 25 Wireless devices and when I scan for routers around my house, I find at least 15 of them. Surprisingly my Sony soundbar HT-CT380 has no issues and it gives awesome sound. Bose is definitely covering up something. It’s almost 6 months since I got this popping noise and still there is no improvement. 

Thanks,

NaikP

 I would probably recommend creating a separate thread for that issue. This thread started as an audio drop issue a while back, which apparently for some people got resolved, then evolved into the popping / crackling issue so now we're getting posts about both. I do not have the popping / crackling issue but do have the dropping out issue.

 I have the dropping out issue on both HDMI ARC and Optical. I don't think it's hardware related since other's have previously reported this issue and, allegedly, it was fixed and now it's happening again. I'm 99% sure your replacement would exhibit the same behavior, but if you do go the route of replacing it and it fixes it it'd be great to have that confirmation from you so I can see what my options are despite being outside the warranty window.

 , First I notice the dropping sound and then after few minutes I start hearing the popping noise, both are related. I have even sent my base module for repair and they sent me back reporting there is no issue with the base module, I was given  3.5mm cable to hardwire the base module.

I always have this dropping sound followed by popping noise.

 

Thanks,

NaikP

 Ah, interesting! I hadn't realized that. Very strange. So it's possible to have the audio drop without popping, but maybe not possible to have the popping without the audio drop?

Popping could be something hardware related, but judging from past responses it, too, is probably primarily software.

I gotta believe the 5.1 audio drop issue is software. I don't think it's possible to send a Dolby signal to the Soundbar that is compressed from 5.1. For a Soundbar of this level, you'd think you could pass it the raw signal from the source and it would take care of the rest. That's how my setup is (bitstream / "raw" audio signal sent from SHIELD TV, to TV, to SB700) and I get the audio drop. No popping, though.

Update 2:  So I picked up the replacement soundbar (thanks Bose), installed it, and straightaway heard the same problem, half second audio dropouts (no popping problem for me) every 2 minutes or so from the TV source.  BUT….  after trying various things, I switched out my existing HDMI cable between the TV and the soundbar for the (shorter) Bose HDMI cable and it has been working for 4 days.  Fingers crossed. 

 

In my defense, I didn’t previously try this because (1) this was the same cable that connected my previous soundbar that had no dropout issues therefore I had discounted it as a potential problem source, and (2) whilst I understand there are different HDMI cable specifications they differ only in speed rating not physical wiring (except HDMI Ethernet) and thus should be irrelevant because we’re only interested in the sound data? (3) the Bose cable, being shorter, was a stretch for my set up.  So I’m not sure why this has apparently made a difference.

 

If you have not tried the above please give it a go report back.  Hope it works, but I understand there might be more factors at play.

 

 

I’m on my second sound bar 700. Looks to be an issue with Dolby and Dolby Atmos. Would there be a software update to fix this issue?

I got a replacement and I’m facing the same issue. It looks to be software and not hardware. It seems to only appear on movies with Dolby 5.1. 

Just my two cents , I got my SB700 replaced. FOR the new setup , I moved away from this whole WIFi Drama. Hooked  the ethernet cable and used the 3.5 mm from sound bar to the Sub. Replaced the HDMI from my TV  to optical cable. Its now over 4 months and I have not felt any sound drop ever. Though It is far from being wireless but works with decent sound.

Update 3:  Still going strong with no more micro-dropouts after substituting my old HDMI cable for the Bose supplied cable (between the TV and SB700).  I noticed that the label on the Bose HDMI cable bag reads 'high-speed' and 'Ethernet' capable.  Perhaps my older HDMI cable differed in its transmission capabilities.