Bluetooth Sound asynchrone with video

[MichaSt]

I have a Chromecast with Google TV 4K and have connected my Bose headphones via Bluetooth. Very frequently, the sound disappears for a short time (about 0.5 seconds) and then returns. However, after this, the picture and sound are out of sync (asynchronous). I then have to turn my headphones off and on again, and it works again for a while. Sometimes for 5 minutes and sometimes for 30 minutes. But the picture and sound always become asynchronous again. The headphones work without any issues on my PC. Unfortunately, I cannot connect another pair of headphones to the Chromecast because I constantly receive a message that a connection could not be established.

Can someone please help me?"

Bye

Michael 

[virnab]

Hi MichaSt,

Thank you for reaching out to our community.

I understand that your Bose headphones are connected to a Chromecast with Google TV (4K), but the audio briefly drops out, and then the picture and sound become out of sync. I appreciate the troubleshooting steps you've already taken, such as manually power-cycling your headphones, but that fix only lasts for 5 to 30 minutes before the issue returns. Don't worry, I'm happy to help you find a permanent solution.

To help me figure this out, please answer the following questions:

• When did the issue start?
• What is the model of your Bose headphones?
• What is the distance between your Chromecast and your headphones when you are streaming?
• Do you have more devices connected to your TV via Bluetooth?
• How far from the router is your Chromecast?
• Are you using the latest version of the Google Home app? If not, this Google Nest Help Center article provides helpful instructions: Update the Google Home app.
• What is the firmware version of your Chromecast? You can use this Google Help Center article as a reference: Find your device’s firmware version.
• Is your Chromecast connected to the 2.4 GHz or 5 GHz Wi-Fi network?
• Are there mirrors, radios, or other devices that require Wi-Fi connectivity near the Chromecast?

Please keep me posted. 

Best regards,

Virna                  

[MichaSt]

HI Virnab,

thanks a lot for your reply.

• When did the issue start?
  • --> appr. 1 years ago
• What is the model of your Bose headphones?
  • --> Bose QC 35 II (Promo deal Pixel 5), but I do not have any problems while using the headphone with other devices.
• What is the distance between your Chromecast and your headphones when you are streaming?
  • --> appr. 3-5 meter
• Do you have more devices connected to your TV via Bluetooth? --> only the remote that came with the Chromecast
• How far from the router is your Chromecast?
  • --> appr. 5 meter (unfortunately Google does not sell the power brick with LAN port anymore)
• Are you using the latest version of the Google Home app? If not, this Google Nest Help Center article provides helpful instructions: Update the Google Home app. 
  • --> yes I do use the latest version of Google Home App. (4.0.53.2 - no update available in play store)
• What is the firmware version of your Chromecast? You can use this Google Help Center article as a reference:  
  • -->  Cast-Firmware 3.72.446070 
• Is your Chromecast connected to the 2.4 GHz or 5 GHz WiFi  network?
  • --> 5GHz  Cast-Firmware 3.72.446070
• Are there mirrors, radios, or other devices that require WiFi connectivity near the Chromecast?
  • --> There are no Wi-Fi devices in the direct surroundings, but there are two Sonos devices in the living room that are connected via Wi-Fi, as well as smartphones and tablets, of course. However, all of these devices were already there before the problems started. 

Hopefully you can help me.

Bye

Michael 

[virnab]

Hi MichaSt,

Thank you for your timely response and the comprehensive details you've sent. This information will allow me to offer you better assistance. Based on this input, I recommend you follow these steps:

1. Reboot your headphones and TV

• Turn off your headphones.
• Unplug your TV for 1 minute and then plug it back in.
• Turn on your headphones and the TV set.
• Pair your headphones again.
• Test your headphones. If the issue persists, go to the next step.

2. Reboot your Chromecast

• Unplug the power cable and the HDMI cable from the TV, then wait 1 minute.
• Plug the power cable and the HDMI cable back in.
• Wait until the Chromecast shows a steady white LED light.
• Turn on your TV and the headphones.
• Try your headphones to check if the issue was resolved.

3. Factory Reset (If necessary)

If the previous recommendations don’t resolve the issue, we will need to perform a Factory reset. Please follow these steps:

• While the Chromecast is plugged into the TV and powered on, press and hold the button on the back of the Chromecast. The LED should start to blink yellow.
• When the LED light turns solid white, release the button and the Chromecast will then reset.

Please let me know how it goes.

Best regards,

Virna

[MichaSt]

Thank you, Virna.

Numbers 1 and 2 didn't work. I've already tried them several times.

I think I also did a factory reset, but I'm not sure. I will definitely try that and get back to you.

Bye

Michael 

[MichaSt]

Hi virnab,

Unfortunately the reset did Not Help. 

Do you have any other solution?

[virnab]

Hi MichaSt,

Thank you for keeping me posted. I am sorry to hear that after checking the environment conditions needed to pair your Bose headphones with your Chromecast with Google TV (4K) and trying the troubleshooting steps suggested, the issue persisted. 

Based on this information, I recommend contacting the Bose manufacturer directly. They can help determine if the issue is hardware-related or software-based and provide tailored guidance since the headphones have specific features that differ from the Google products. 

Please let me know if you need further assistance.

Regards,

Virna  

[MichaSt]

Hi virna,

After resetting the Chromecast i could connect another headset and i have the same issue with this Headset.

I use both Headsets for my daily Work with my Phone and with my Laptop without any problems. 

So i think the manufacturer of the Headset cannot Help here.

Any other ideas?

[virnab]

Hi MichaSt,

Thanks for keeping me updated. I understand you tried your Chromecast with another headset and had the same issue, even though both headsets work fine with your smartphone and laptop.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please keep me posted.

Best regards,

Virna

[MichaSt]

Hi Virnab,

I have filled out the form.

Thanks a lot for your support.

best regards

michael