HT-ZF9 sound drops out

[GB-London]

Our HT-ZF9 with rear surround speakers puts out some terrific sound. But, almost two years on, annoying random audio drop-outs continue. The unit, along with all of our other gear, is connected to our Sony KD65XF9005 with high-quality HDMI 2.0 cables. This issue was documented by consumers shortly after the HT-ZF9 was introduced two years ago. We keep the system software up-to-date. Hard resets by cutting power to the unit work as a fix less and less.

I'm stunned that Sony has not come up with a resolution yet. 

Is anyone else still experiencing this problem. Has anyone solved the problem?

[Jharps]

https://community.sony.co.uk/t5/android-tv/ht-zf9-soundbar-and-tv-issue/m-p/3733655#M49250

[J.M.11]

I replaced the HDMI cable with a PremiumCord HDMI 2.0 High Speed + Ethernet 5m and now without outages, only when the soundbar moves (when the dust is wiped off), I see a problem with the HDMI ARC connector on the soundbar

[Saintmiko]

I think the angle in which the cable inputs into the soundbar doesn't help. I've tried a number of cables and didn't fix the issue for me.

[J.M.11]

I add, today it happened to me that when I connected a PC via HDMI to a TV the soundbar stopped playing. Restarting the power off or resetting the factory settings did not help. As soon as I disconnected the HDMI connector from the PC, the soundbar played immediately.

[ch3nks]

i am having the same issue but it's my subwoofer that intermittantly cuts out.

[Win_88]

Hi @ch3nks

Is your Sound bar up to date?

Win_88

[ch3nks]

yes it's running the current firmware 002.315

[Win_88]

I wonder if the issue is resolved (even if for a short while) after a factory reset? If it's not, I'd contact a service centre and submit it for inspection,

Win_88

[ch3nks]

i did a factory reset yesterday to test.

the audio was fine up until about 15 minutes ago when the sub started intermittanly cutting out again.

sony support told me to go down the service centre route (closest one to me being about 20 miles away), however i'm not convinced it's a hardware fault. due to the amount of people i've seen have a similar issue (on here and on avforums.com) i think it's an inherent issue with either the firmware or the method of wireless connection being used (either that or sony have a quality control issue where they have shipped a lot of faulty units).

the kit was bought in May 2020, and it's a little unreasonable to dismantle the setup, and physically take a soundbar, sub woofer and the rear speakers to a service agent. plus as it's intermittant they'd need to set it up in an environment where they could use it for hours at a time to experience the issue.

[Win_88]

Hi @ch3nks

What your saying does make sense, however, Sony wouldn't recommend going through the service route unless all possible steps they can suggest you try have been exhausted. It's not convenient I know, but it's the final step to take.

Win_88