Audio dropout over eARC

[drobick]

I've been having issues with this for nearly 6 months. Anytime I play content from a streaming service (Netflix, Amazon, etc), I get audio dropouts. My config is:

Google TV Streamer 4K connected to HCL TV HDMI 1

Samsung Soundbar connected to HCL TV HDMI 3 (eARC).

I have tried what I think are all of the permutations and combinations of audio settings (Dolby Atmos, Dolby Digital Plus, Auto, etc), between the TV, the Soundbar, and the streamer. The only way I can get the audio dropouts to stop is to stop using the Streamer and go straight from the TV to the Soundbar. Which obviously defeats the purpose of having the streamer in the 1st place. So I'm hoping someone can help figure this out. Any help is appreciated! 

[sicsacol]

Hi @drobick,

Thanks for reaching out to the community! I'm sorry to hear that when you try to play content from your streaming platform on your Google TV Streamer (4K) with a sound bar, the audio drops out. I understand how concerning this must be, especially since you've already checked all the audio settings between your TV and the sound bar, and the only way to resolve the issue is by not using the Google TV Streamer. I appreciate all the detailed information and your troubleshooting efforts so far! No worries, let's work together to get this resolved. To help with that, I have a few questions:

• Are there other devices connected to the sound bar?
• Does the audio issue also happen while casting?
• Did you check the HDMI cables?

 Please let me know the answer to these questions. 

Cheers,
Jonathan

[branches78]

Hello @drobick 

Are you having the issue with Dolby Atmos by any chance?

I'm also having issues with Atmos when I use my AV receiver and I will need to reset it to factory settings to see if that fixes the problem.

I believe the issue on my unit was introduced after the latest firmware update, not sure about yours.

[drobick]

@branches78 Yes, primarily with Atmos, though I have tried to force Dolby Digital Only and I still get dropouts. The only protocol that seems to work is DTS which sort of defeats the whole purpose. I originally had the issues with my old Chromecast, so thinking that was the problem, I upgraded to the TV Streamer 4K, but that didn't work.

@sicsacol nothing else is attached to the sound bar. Let me double check casting. I don't think so but let me confirm. And yes, swapped HDMI cables, even bought a new one.

It's most easily repeatable using Netflix. And when I stop using the streamer and use the Netflix app on my TV directly, I have no audio issues. Dolby Atmos works as expected. I'm stumped.

[sicsacol]

Hi @drobick,

Thanks for your response. I appreciate the time taken to answer the previous questions. Since you've already checked some settings, let's give the reboot a shot. Please follow these steps:

• From the Google TV Streamer, at the top right of your TV screen, select All settings. Select System > Restart.

From the power source:

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

Please let me know how it goes.

Cheers,
Jonathan

[drobick]

Sorry for the delay. Did the reboot last night and will follow-up later. Netflix is the quickest test since it uses Dolby Atmos. Yesterday (before reboot) was the worst, with complete audio dropouts, crackling, artifacts, etc. 

[drobick]

Unfortunately, no improvement. 5-10 mins into the show and I got a 2-3 second audio dropout. So frustrating. 

[branches78]

I can confirm the issue was introduced with the latest firmware update with build UTTK.250729.004 and nothing will fix it on our end except that they send another firmware update with a fix.

[drobick]

Well, that is absolutely the same firmware that I have installed. Is there a way to roll back the firmware? Does anyone from Google monitor this to create a ticket or something?