topic Re: HBOMax Audio (none) in Streaming

HBOMax Audio (none)

Bobf — Wed, 13 Oct 2021 19:29:12 GMT

Sometimes HBOMax works via my Chromecast and sometimes it doesn't. I've tried rebooting everything. I've tried switching on/off various sound settings. If you choose, say, an HBOMax movie from the Chromecast home screen, the preview audio works just fine. But as soon as I switch to the app to watch the movie, there is no audio. This is an intermitent problem. Yesterday I unplugged the Chromecast from the HDMI port, plugged it back in after about 30 seconds and then all worked fine. Turned off the Chromecast (and the TV) and when I turned both back on in 2 hours, the HBOMax audio no longer worked.

I am also working the issue through HBO support, so far nothing has been consistent. Any ideas?

Re: HBOMax Audio (none)

GarrettDS — Wed, 20 Oct 2021 22:26:22 GMT

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.

I appreciate you letting us know what troubleshooting steps you've taken. Just wanted to double check to see if you were still needing help on this?

Please let me know.

Best regards,
Garrett DS

Re: HBOMax Audio (none)

Jeran — Mon, 25 Oct 2021 18:14:36 GMT

Hey there,

Did you have any more questions or need any additional help? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran

Re: HBOMax Audio (none)

Bobf — Mon, 25 Oct 2021 20:00:52 GMT

Well, nobody addressed the issue. And I know I'm not the only one experiencing this. Sometimes HBOMax works (has audio) and sometimes it doesn't. Has anyone at Google looked in this?

Re: HBOMax Audio (none)

Jeran — Mon, 25 Oct 2021 20:15:15 GMT

Hey there Bobf,

I have noticed another post with a similar audio issue, let me ask you the same questions I asked in the other thread:

When did this issue start happening?
What is the firmware version of your Chromecast?
Do you have a soundbar, or any other Bluetooth audio devices, connected to the TV?

Thank you so much for your patience on this.

Best regards,

Jeran

Re: HBOMax Audio (none)

Bobf — Mon, 25 Oct 2021 21:17:16 GMT

The issue has occurred on and off for the last 2 months. I do have Bluetooth headphones connect to the TV. But when I disconnect them, I still get no sound. How do I find the firmware version of my Chromecast? When I look under "Status", I see a Serial Number, IP Address, MAC Address, and Up Time. It also says Android TV OS Version 10. Kernel Version is 4.9.180

Re: HBOMax Audio (none)

Jeran — Wed, 27 Oct 2021 18:53:38 GMT

Thank you for that! Here is how to check which firmware version you're on:

Open the Google Home app .
Tap your device Settings Device information.
Under "Technical information," check for Cast firmware: X.XXX.XXXXX.

Re: HBOMax Audio (none)

Bobf — Wed, 27 Oct 2021 19:51:05 GMT

1.52.253741

Re: HBOMax Audio (none)

Bobf — Wed, 27 Oct 2021 19:51:41 GMT

1.52.253741

Re: HBOMax Audio (none)

Jeran — Thu, 28 Oct 2021 17:25:24 GMT

Hey there!

I've done some digging around on this issue and found some troubleshooting steps that we can give a try. First, go ahead and go into Chromecast Advanced sound settings and disable the Dolby Atmos option. From there, give HBO Max another try and see if the issue persists.

Best regards,

Jeran

Re: HBOMax Audio (none)

Jeran — Fri, 05 Nov 2021 21:07:46 GMT

Hey there,

Did you have any more questions or need any additional help?

Thank you,
Jeran

Re: HBOMax Audio (none)

Jeran — Mon, 08 Nov 2021 22:12:52 GMT

Hey there!

We haven't heard back from Bobf, and it's been a few days, so I'm locking the thread. As always, feel free to make a new thread if you have any more questions or concerns.

Thank you for your help, Garrett!

Best regards,
Jeran