Hi, for around a week now, I can no longer pair my Bluetooth headset Sony wh-1000xm4 with my Samsung TV Q70A. I was using the headset nearly daily even though it was not perfect, it was working.
Now, each time I try to pair with the TV, I select the device, and it starts the pairing process just when I think it is working; the pairing crash on the Sony and the device is no longer paired.
STR:
Open the TV, go to SmartThing's quick menu, and I can see wh-1000xm4
I hold the pairing button on the Sony until I hear 'bluetooth paring'
On TV (SmartThing's quick menu), I select the wh-1000xm4
I see the TV writing connecting, then connected
In the Sony headset, I hear 'Bluetooth pair....'. and then crash
The crash seems to be the voice staled at the end of the word paring saying 'ingggggggggggg'
The sony works well on other devices like computers (windows, mac) or bose speakers and phones (android, iPhone), so I guess something changes on the TV.
Please, I know SmartThing is a different department, but please be smart and forward it internally not to make me waste my time
I have found a workaround, it is not working 100% of the time but often:
Hold the power button of the TV remote so it close and also restart while still pressing the button
Pair the headset right away
Open Netflix after
I was able to pair it 3 times yet this way.
Second workaround (faster than the first, credit to @TargetPriority there
Go to setting > General > Accessibility > multi audio output
Click on Multi-output Audio if nothing is appearing
Select you bluetooth device then click connect
Audio work in the bluetooth device
Note: The only disadvantage is that you can't use the TV remote for the headphones' volume control
In conclusion, if you also encounter the problem, please escalate it to Samsung support; the more users report it, the more it will get attention!!!!
@Communityuser3049203 By counting US & CA post, we have around 40 persons reporting this issue, can we have any help on this? Or any statement or update?
Reported Sony model related to this problem:
WH-1000XM5
WH-1000xm4
WH-XB910N
WF-1000XM4 (Fixed with Sony firmware update (v2.0.0)
WH-CH720N
Other TV model affected:
AU800055
AU9000
QE55Q60AAUXXH
q800
55Q80A
QE55Q80AATXXH
90AA85
QN65Q80
QN75
QN900A
QE65QN90AATXXH
QN94aa
Last update (Feb 3): Sorry guys, I spoke with support 4-5 times, always the same result, they escalated to a higer team said I will have response after 5 days and I'm left to hangup on waiting for replies. Samsung, I lost faith in you, if only you would let my effort knows it is taking into fixing the problem I would consider contnuing buying your product, now I start feeling you are not worth it. This is the last time I put effort enhancing Samsung experience.
BTW, support is making a joke of redirect me to a clear your cookie image when I tried to push for more information. This is a disgrace!!
Same issue on my side, having a QE65QN90AATXXH. I too am on FW T-NKM2DEUC-2111.1, even though I don't remember seeing an update message. But ever since November/December 2022 I cannnot connect my Sony WF-1000XM4 (the earbuds), the crash is almost instant afterwards (the earbuds and TV both acknowledge the pairing was successful).
I was advised by support to disconnect my TV from power for at least 30m to let the circuitry inside completely discharge, but that didn't really help, it only took longer for the headphones to crash (at least finishing their sentence). Waiting to escalate the issue...
Hi, I have the exact same problem with my WH-1000XM4 headphones, it was working rather well (although with a slight delay after a while when connected) until around November or December last year. Now, it crashes my headphones when connecting them. Glad to see I'm not the only one concerned.
I have encountered the same issue with my Samsung TV and Sony headset. The connection problem started in December 2022 after several months of working perfectly. I haven’t had any luck finding any help from Samsung.
I have this exact same issue on my TV after updating to the 2111.1 firmware. Samsung support refuses to even hear me out on the issue because other devices will connect so they blame the Sony XM4 headphones. These devices worked together perfectly until the bugged firmware update and no amount of resetting, power cycling or fiddling with the self-diagnosis and maintenance functions helps the issue.
Absolutely ridiculous how this issue is being ignored and how I've been spoken to by the Samsung representatives I've interacted with thus far. I am doing everything I can to steer friends, family and social media followers away from Samsung products until this issue is resolved.
Thank you for writing this workaround with step-by-step instructions. I suggested this workaround a month ago , but because it didn't have clear instructions, probably no one noticed it 😄
I have the same issue but with the XM5, which I bought yesterday to use with my television.
It connects wonderfully to all my devices (its compatible with, the ps4 pro for instance isn't, no clue as to why not) but not my Samsung Q70A (2021) tv, it crashes the headset. It can only connect by connecting to my phone, then connecting to my tv using 'Multi-out Audio' in the accessibility options, everytime I want to connect, I haven't had time to properly test and compare the sound quality this way. After reading up on this, this is a thing that started in december 2022 after the 2111.11 update (may have misspelled the update number).
Thank you. Your second work around worked for me. My Sony headphones sound just like they did before the Samsung update of Dec. 2022. The bad bad news is I have to go through the whole workaround every time I want to use the headphones.
So, Samsung, It's not Sony's problem. Please give an educated reply to this post.
Exactly the same here. Since the Sonys work on any other device I own the Samsung frame is going of the wall and back to Samsung. What poor customer service! Actually I was always sad I didn't got a LG OLED instead...
