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CCwGTV Netflix no 5.1

Fab10
Community Member

My Chromecast has stopped sending 5.1 audio to my Sony receiver when watching Netflix, and only Netflix.

5.1 works from any other app. The problem is only from Netflix. My receiver shows that in Netflix my Chromecast is only sending a 2.0 signal. If I use Netflix from my laptop into the same receiver on the same content I get 5.1

I cannot tell if this is an issue with the Chromecast or an issue with the Netflix app on the Chromecast.

 

 

 

12 REPLIES 12

Jeran
Community Specialist
Community Specialist

Hey there Fab10,

I am sorry about the late response, thank you for being patient on this! Were you able to fix that 5.1 issue? If not, I'd be happy to help out, as this particular issue has been pretty difficult for a while now. Let me just ask you some questions about what's happening:

  • When did this issue start happening?
  • What is the firmware version of the Chromecast?
  • Have you cleared out the cached data of the Netflix app?
  • Have you contacted Netflix about this particular issue?
  • Have you enabled 5.1 in the Netflix app itself?
  • What troubleshooting steps have you already tried?

I look forward to your response, and if you have any other questions or concerns for me, please let me know!

Best regards,
Jeran

Jeran
Community Specialist
Community Specialist

Hey there,

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

Thank you,
Jeran
 

Fab10
Community Member

Hi Jeran

 
I'm on holiday at the moment - I will follow up on this when I get back
 
best regards

Jeran
Community Specialist
Community Specialist

Hey there Fab10,

 

No problem at all! I'll leave this thread up and check on it in a week or so, have a good holiday!

 

Best regards,

Jeran

Fab10
Community Member

Hi Jeran,

To answer your questions;

 

  • When did this issue start happening?
    • About 4 months ago
  • What is the firmware version of the Chromecast?
    • kernel is 4.9.180 and OS build is QTS1.210311.036.7814738
  • Have you cleared out the cached data of the Netflix app?
    • This is not an app in my phone - I have no control over the cache - the app is in the chromecast
  • Have you contacted Netflix about this particular issue?
    • Yes, they basically said its not possible that there can be a problem and if there is its the chromecast going wrong
  • Have you enabled 5.1 in the Netflix app itself?
    • There is no such option - even Netflix confirmed there are no options to control this
  • What troubleshooting steps have you already tried?
    • I have confirmed 5.1 works from the Chromecast using Amazon Prime. Thats all I can do to troubleshoot.

Fab10
Community Member

Oh forgot, I did change the surround setting from automatic to manual, and back again in the chromecast, made no difference.

I also just found where I can clear the cache for netflix in the chromecast, but again this makes no difference.

Jeran
Community Specialist
Community Specialist

Hey there Fab10,

Awesome, thank you for getting back to me on this! With what you have told me, and based on the steps you have already tried, it makes me think that either the Chromecast is having issues sending a 5.1 signal to just the Netflix app, or the Netflix app is having troubles asking for said signal. Either way, I'm not sure if it would be good to rearrange your whole setup when everything else is working fine. If you have the chance, would you be able to recreate the issue, then submit feedback via Google TV to send the logs to our engineering team? That way, they can dig a little deeper into this issue.

 

I'm sorry I couldn't be more helpful here, but if you had any other questions or concerns, I'd be happy to address them.

Best regards,
Jeran
 

Fab10
Community Member

Ok. so basically you're not going to do anything?

What was the point? Just say that you don't have a support service and stop wasting everyone's time.

Jeran
Community Specialist
Community Specialist

Hey there Fab10,

 

My apologies if you felt that I wasted your time. However, I asked these questions to better understand the situation and to try to get down to the root cause of the issue, but unfortunately found that there wasn't much that could be done at this time.

 

If you had any other questions or concerns, I'd be happy to help out.

 

Best regards,

Jeran

Jeran
Community Specialist
Community Specialist

Hey there,

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

Thank you,
Jeran
 

Jeran
Community Specialist
Community Specialist

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
 

Jeran
Community Specialist
Community Specialist

Hey there!

We haven't heard back from Fab10, 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.

Have a good one!

Best regards,
Jeran