Audio missing but video continues... have to turn everything off and on to restore audio.

[Chaz72]

Lately... at least for a month or so, the device completly loses audio during playback. It started with just HBO Max, now it is happening in YouTube also. When this happens I have to restart the TV and receiver and then of course get the warning the the video can't continue and I have to start it again. I recently reset it back to factory defaults to see if it would help, but no luck. Any ideas? It is a real PIA. I'm at the point that I'm back to using Roku (on the same TV and with the same receiver and it works fine) but I miss the Google interface.

FYI... I've owned it since release date and it has been fine up until recently and the software is up to date.

[Jeran]

Hey there Chaz72,

I apologize about the late response on this thread, thank you for your patience! Were you able to fix that Audio issue? If not, I'd be happy to help out, as I know that issue would annoy myself as well. 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?
• Does this issue occur when using a different TV?
• Does this issue occur when using a different receiver/no receiver?
• Does this issue occur randomly during playback?
• 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
 

[Chaz72]

Hello,

• The issue started about 1 month ago now. I've owned it since release day.
• Not sure of the firmware version because it is now unplugged and in a drawer, but I was certain to check for updates and had all the latest.
• Yes on 2 different TVs
• Yes with receiver and without receiver.
• Perhaps randomly, but seems to happen more often after I have paused a video and restarted it or the screen savor has been on and I return to watch somthing.
• Checked for updates, used 2 different TVs, with receiver and without, reset to factory defaults and loaded only HBOMax app. None of this seemed to help.

I look forward to any help you can provide.

Thanks

[Jeran]

Hey Chaz72,

I'm really sorry about the late replies, the forums have been a bit backed up, but the responses should be quicker now. Anyway, does this issue happen with both the native apps on Google TV, and when you cast apps from your phone? Either way, with the troubleshooting steps you have already tried, there may be an issue with the device itself. If you would like, we could escalate this to a higher tier of support to see if they would be able to help you further.

I am sorry I couldn't have been more helpful, but if you had any more questions, please let me know.

Best regards,

Jeran

[Jeran]

Hey there,

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

Thank you,
Jeran
 

[JenniferV]

Hello Chaz72,

Just checking in to make sure that you've seen our response. Please let us know if you have other questions or concerns as we will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks for the help, Jeran.

Regards,

Jennifer