topic Re: Google Streamer audio drops out randomly in Streaming

Google Streamer audio drops out randomly

shakazaitsev — Sun, 06 Oct 2024 00:04:51 GMT

Hello,

I got the new Google Streamer a couple of days ago, I previously was using a Chromecast 4K with Google TV. My connection is Streamer to LG CX, and the TV to LG Soundbar, same as I had before.

When playing content in several apps (YouTube, Disney+, Max, etc) the audio randomly drops out for fractions of a second (the video keeps playing). Sometimes it happens twice in a minute, sometimes it does every 20min, it's random. This never happened with the Chromecast 4K and I had the exact same setup.

I've tried all different audio settings in the Google Streamer with no avail, it always happens. Is this issue currently being addressed?

Re: Google Streamer audio drops out randomly

StatAvg — Sun, 06 Oct 2024 17:49:02 GMT

haing the same random issue with audio playback

Re: Google Streamer audio drops out randomly

Jeremy55 — Tue, 08 Oct 2024 20:29:09 GMT

Same for me, I tried nearly all settings changes and configurations but I'm pretty sure the issue is coming from the Google streamer. I hope this gets fixed with a firmware update...

Re: Google Streamer audio drops out randomly

cifuentesj — Tue, 08 Oct 2024 23:04:58 GMT

Hi folks,

Thank you for taking the time to post in this community and the detailed information you’ve provided. I understand that you're encountering random audio dropouts on your Google TV Streamer (4K). I am here to help and find a solution together.

To assist you with the best solution, I would like to get a bit more information:

Are there other devices connected to the soundbar or AV receiver?
Does the Google TV Streamer have a direct connection to the TV?
What kind of cables are you using (i.e., eARC or ARC, optical audio cable)?
When does the issue occur? Does it happen after the device has been idle for a period of time?
Is the Google TV Streamer connected through Wi-Fi or Ethernet?

Please keep me posted.

Sincerely,

Jeremy.

Re: Google Streamer audio drops out randomly

shakazaitsev — Tue, 08 Oct 2024 23:17:24 GMT

Hello thanks for your response, my answers here:

Are there other devices connected to the soundbar or AV receiver? ANSWER: No.
Does the Google TV Streamer have a direct connection to the TV? ANSWER: Yes.
What kind of cables are you using (i.e., eARC or ARC, optical audio cable)? ANSWER: From Google Streamer to TV a regular HDMI 2.0 cable afaik (tomorrow I will try with a new HDMI 2.1 cable). From TV to Soundbar I'm using an eARC HDMI 2.1 cable.
When does the issue occur? Does it happen after the device has been idle for a period of time? ANSWER: It is hard to specify, my perception is that it happens "randomly". Could be just on turning the TV on, or after hours. It could happen twice in a minute, or twice in an hour. It happens with many different apps including but not only YouTube, Max and Netflix. So, it doesn't give me the impression that the issue is in one app.
Is the Google TV Streamer connected through Wi-Fi or Ethernet? ANSWER: Ethernet.

Thanks for the help,

Best.

Re: Google Streamer audio drops out randomly

cifuentesj — Wed, 16 Oct 2024 01:27:31 GMT

Hi @shakazaitsev

Thank you for your prompt response and the detailed information you’ve provided. Please try the following troubleshooting steps:

Make sure that you are using an HDMI 2.1 cable to connect since the Google TV Streamer requires one to work.

Reboot the Google TV Streamer From the Google TV

At the top right of your TV screen
Tap setting
Select system and restart

From the power source

Unplug the power cable from Google TV Streamer.
Leave it unplugged for one minute.
Insert the cable back into Google TV Streamer.

Check whether your TV, AVR, or soundbar has an audio offset adjustment setting.

When delays are constant, you can try adjusting the audio delay settings within their TV, AVR, or soundbar.

Check if the dialogue enhancement and volume leveler settings are disabled. If it is enabled, turn it off.

At the top right of your TV screen
Tap all settings.
Select display & sound
Audio option, turn off dialogue enhancement, and volume leveler

Check if the surround settings are disabled. If it is enabled, turn it off.

At the top right of your TV screen
All settings
Select display & sound
Advanced sound settings, format selection, then none: Never use surround sound.

Reboot the router

Disconnect the Wi-Fi router from the socket and leave it unplugged for 2 minutes, then plug it back in.

Please keep me posted and let me know how it goes.

Best regards,

Jeremy.

Re: Google Streamer audio drops out randomly

Jeremy4 — Wed, 09 Oct 2024 08:39:56 GMT

Are there other devices connected to the soundbar or AV receiver? NO
Does the Google TV Streamer have a direct connection to the TV? YES
What kind of cables are you using (i.e., eARC or ARC, optical audio cable)? Audioquest pearl HDMI 2.1 cable 0.6m to the TV then Toslink from TV to Bluetooth transmitter.
When does the issue occur? Does it happen after the device has been idle for a period of time? It's pretty random, sometimes every minute sometimes every 15 minutes.
Is the Google TV Streamer connected through Wi-Fi or Ethernet? 1GB Ethernet connection.

Re: Google Streamer audio drops out randomly

Jeremy4 — Wed, 09 Oct 2024 09:01:01 GMT

Will try all these steps tonight, reading around the internet it seems like more people are reporting a similar issue with random audio dropouts. ( at least the video seems to be working correctly 😉 )

Re: Google Streamer audio drops out randomly

StatAvg — Wed, 09 Oct 2024 09:44:00 GMT

Asking to turn surround sound off is insane. Give us audio pass through, we don’t want the streamer being the decoder.

Re: Google Streamer audio drops out randomly

Jeremy55 — Thu, 10 Oct 2024 09:59:00 GMT

This would probably solve the issue for some, but the streamer should still be able to decode audio without any issues.

Re: Google Streamer audio drops out randomly

Jeremy55 — Thu, 10 Oct 2024 10:01:18 GMT

I did everything on the list, watched YouTube for a couple of hours and heard no audio drops. Will let you know if they come back. I hope not!

Re: Google Streamer audio drops out randomly

Pb10 — Wed, 16 Oct 2024 01:18:03 GMT

I'm having same issue Google. Never happened with my Roku connect to same setup with same cables. Love everything else about the steamer. Picture is 10x better than Roku ultra and home automation controls and live Google cam feeds over top of what you are watching is mint. Fix the audio drop outs please!

Re: Google Streamer audio drops out randomly

mdbedwell1201 — Sun, 27 Oct 2024 12:03:05 GMT

I also am having the exact same issue at about the 20 minute time frame with complete audio drop out while streaming. I too did not have this issue with the Google Chromecast 4k. My setup is a LG G3 OLED, JBL Bar 1000 and I am using a eARC HDMI 2.1 cable. Very disappointing Google.

Re: Google Streamer audio drops out randomly

shakazaitsev — Sun, 27 Oct 2024 12:13:23 GMT

Okay I've been testing this for many days. I used a 2.1 HDMI cable and followed all of your suggestions, except for turning off surround sound as this is not an option for me, I want it ON. The problem still persists unfortunately, and seems I'm not the only one. It's really annoying.

Re: Google Streamer audio drops out randomly

Jeremy55 — Mon, 28 Oct 2024 10:01:42 GMT

Update: I still get audio drops outs every now and then. waiting for a good software update!!

Re: Google Streamer audio drops out randomly

OnePingOnly — Tue, 29 Oct 2024 23:36:21 GMT

Similar thing here. New Streamer, same setup otherwise, just unplugged my Fire TV Stick 4K and replaced with the streamer. Audio dropouts vary from once a minute to once every 15 mins or so.

Re: Google Streamer audio drops out randomly

cifuentesj — Thu, 31 Oct 2024 22:41:25 GMT

Hi folks,

Thank you for your response and the additional information. I'm sorry the troubleshooting steps didn't work for you. The team is still investigating the audio sync issue, but as soon as there's more info to share, we will be posting an update in the main thread pinned at the top of the board. For any updates we post, you can check the post: Regarding audio and video not synced with Google TV Streamer.

Warm regards,

Jeremy.

Re: Google Streamer audio drops out randomly

shakazaitsev — Thu, 31 Oct 2024 12:11:14 GMT

Hello thanks for your reply.

Just wanted to say that I'm not sure this is a audio sync issue. I didn't experience audio delays (at least didn't notice any), my issue is about audio dropouts. The sound cuts out for fractions of a second and comes back, with video playback unaffected.

Re: Google Streamer audio drops out randomly

OnePingOnly — Thu, 31 Oct 2024 13:18:40 GMT

Exactly. This is about dropouts, not sync.

Re: Google Streamer audio drops out randomly

cifuentesj — Thu, 31 Oct 2024 22:32:24 GMT

Hi folks,

I hear you, apologies for any confusion. The team is looking into audio dropouts alongside the sync problems. We'll post updates in the thread I provide you above when there is more to share.

Warm regard,

Jeremy.