Disney plus has no sound when I connect through my Bluetooth earphones on my Google TV

[Jdoghegs04]

Hi I used to be able to hear sound on Disney plus with my Bluetooth earphones and now I can't hear anything each time I try to watch a TV show or movie there's no sound can anybody help me fix this it was working before but now it stopped every other app the sound is perfect with the earphones it's only Disney plus the sound's not working with the earphones I've tried everything I deleted the app then installed it again didn't work I've rebooted the Google TV still didn't work the Bluetooth earphones I'm using are jlab buds air

[Ashepherdson · Accepted solution]

If it worked in the past you might consider unpairing then repairing the headphone.  If this doesn't work try disabling surround sound( it worked with HBO max when they had a similar issue) . If this doesn't work, you can go to Chromcast settings, then Display and Sound, then Advance Sound settings, there in the Format selection switch  to Manual and choose one that suits your headphones . Let me know which of these worked 

[Ashepherdson · Accepted solution]

If it worked in the past you might consider unpairing then repairing the headphone.  If this doesn't work try disabling surround sound( it worked with HBO max when they had a similar issue) . If this doesn't work, you can go to Chromcast settings, then Display and Sound, then Advance Sound settings, there in the Format selection switch  to Manual and choose one that suits your headphones . Let me know which of these worked 

[Jdoghegs04]

I keep un pairing and re pairing my earphones nothings working it used to work when I switched on Dolby digital but I keep trying that now and it's still not working I don't know what's wrong with it

[Ashepherdson · Accepted solution]

Well if you want to rule out a software issue, factory reset the Chromecast and start fresh.  If it still does not work, your only other option would be to try a different set of headphones (if available) , or contacting the developer to see if they are aware of an issue using Bluetooth headphones.  They may have added DRM that blocks a seperate audio feed (doubtful but possible ) 

[Jdoghegs04]

I tried factory resetting it but it's still not working I contacted Disney plus but they weren't much  help either before It would only work if I cleared the Disney plus app cache and then switch on Dolby digital but that doesn't work anymore I'm getting galaxy buds Plus In November so I'm hoping that the sound Will work for them thanks for trying to help anyway see the issue is the earphones Will work with an older title like I can hear the sound if I'm watching the Muppet show but if try to watch black widow with the earphones the sound stops working and I can't hear anything

[Ashepherdson]

This may sound odd, but can you install the Disney plus app on your phone, and cast it to your Chromecast with Google tv?  See if that works with the Bluetooth headphones.  Also did you try turning off surround sound?  

[Jdoghegs04]

Yes I turned off the surround but it still didn't work but yes the sound does work if I cast through my phone to the TV with the earphones connected

[Jeran]

Hey there Jdoghegs04,

I'm real sorry to hear that the Disney+ App is giving you some sound issues with your earphones. With the issue only occurring with the one application, and with you already attempting troubleshooting with Disney themselves, really the only thing you can do at this point is submit feedback via Google TV, and if you'd like, with Disney themselves.

I'm sorry I couldn't really add more to the conversation, but if you have any other questions or concerns for me, please let us know!

Best regards,
Jeran

[Yuna]

@Jdoghegs04 I have the same issue , all apps works really well except Disney + , May I ask which TV model you're using

[Jeran]

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]

Hey there!

We haven't heard back from Jdoghegs04, 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, Ashepherdson!

Best regards,
Jeran