Chromecast audio and video intermittently cuts out for a couple seconds

[hoosudaddy]

I've made sure that my Chromecast has the latest firmware update, but I keep having this issue. It happens in all apps and has even happened in the Home screen. Basically, we are watching a show and suddenly the screen goes black and audio cuts out. After a few seconds, it comes back and we have to rewind to see what we missed. This device has been completely unplugged from power and from the TV and it hasn't made a difference. My previous Chromecast (older generation) didn't have this problem on this TV. Thoughts?

[luciaaa]

Hi, @hoosudaddy,

Thank you so much for reaching out to the community. I’m truly sorry your Chromecast’s audio and video intermittently cut out for a couple seconds. I’ll do my best to help you!

To provide you with the best assistance, I’d like to know: 

• What is your Chromecast model?
• Is there any LED light on the chromecast? If so, what’s the color of the LED light?
• Is the TV tuned to the same HDMI input where the Chromecast is plugged in?
• Has the Chromecast ever worked with your TV?
• How many years have you been using this TV?
• What is the resolution of the TV (e.g., 1080p, 4K)?

Thank you in advance for your cooperation.

Keep me posted.

Best regards,

Ana

[hoosudaddy]

Thanks for the response, Ana! First to clarify that the Chromecast works quite often without a problem. Then there are times (like last night while in the menu and trying to watch a show) that the picture and audio goes out for a couple seconds over and over. Here's the info you requested:

• The Google TV Streamer (4K)
• The white light is on.
• Yes
• Yes, but has had this issue most likely since we purchased it in August.
• 7 years
• It's a 4K SUHD. For specs, please see Specs_TV_KS800D_122816.pdf

Thanks.

[luciaaa]

Hi there!

Thank you so much for the information provided in your previous post. I’m happy to assist you further.

I’d really appreciate it if you could let me know if there is an AVR connected to your TV. This information will help to provide you with more accurate information. 

In the meantime, please follow these troubleshooting steps: 

• Reboot your streaming device and your TV.
• If after rebooting both devices the issue still persists, try to use a different HDMI port on the TV, or if you have the chance, test the streaming device on another TV.
• If the issue persists after that, you might need to perform a factory reset and set it up on the Google Home app.

Also, you can refer to this article for further information: TV has no signal or only shows a black screen. 

Please let me know how it goes.

Best regards,

Ana

[hoosudaddy]

Hi there. What is an AVR?

We have updated and rebooted the Chromecast multiple times and the TV has been rebooted as well. I'll try a different HDMI port and see what happens. 

[luciaaa]

Hi, @hoosudaddy,

Thank you for your quick response. I appreciate you taking the time to reboot the Chromecast and TV. Please let me know how it goes when you try a different HDMI port.

Feel free to reply if you have any questions.

Best regards,

Ana