Google Streamer audio drops out randomly

[shakazaitsev]

Hello,

I got the new Google Streamer a couple of days ago, I previously was using a Chromecast 4K with Google TV. My connection is Streamer to LG CX, and the TV to LG Soundbar, same as I had before.

When playing content in several apps (YouTube, Disney+, Max, etc) the audio randomly drops out for fractions of a second (the video keeps playing). Sometimes it happens twice in a minute, sometimes it does every 20min, it's random. This never happened with the Chromecast 4K and I had the exact same setup.

I've tried all different audio settings in the Google Streamer with no avail, it always happens. Is this issue currently being addressed?

[cifuentesj · Accepted solution]

Hi folks,

Thank you for your response and the additional information. I'm sorry the troubleshooting steps didn't work for you. The team is still investigating the audio sync issue, but as soon as there's more info to share, we will be posting an update in the main thread pinned at the top of the board. For any updates we post, you can check the post: Regarding audio and video not synced with Google TV Streamer.

Warm regards,

Jeremy.

[StatAvg]

haing the same random issue with audio playback

[Jeremy55]

Same for me, I tried nearly all settings changes and configurations but I'm pretty sure the issue is coming from the Google streamer. I hope this gets fixed with a firmware update...

[cifuentesj]

Hi folks,

Thank you for taking the time to post in this community and the detailed information you’ve provided. I understand that you're encountering random audio dropouts on your Google TV Streamer (4K). I am here to help and find a solution together.

To assist you with the best solution, I would like to get a bit more information:

• Are there other devices connected to the soundbar or AV receiver?
• Does the Google TV Streamer have a direct connection to the TV?
• What kind of cables are you using (i.e., eARC or ARC, optical audio cable)?
• When does the issue occur? Does it happen after the device has been idle for a period of time?
• Is the Google TV Streamer connected through Wi-Fi or Ethernet? 

Please keep me posted.

Sincerely, 

Jeremy.

[shakazaitsev]

Hello thanks for your response, my answers here:

• Are there other devices connected to the soundbar or AV receiver? ANSWER: No.
• Does the Google TV Streamer have a direct connection to the TV? ANSWER: Yes.
• What kind of cables are you using (i.e., eARC or ARC, optical audio cable)? ANSWER: From Google Streamer to TV a regular HDMI 2.0 cable afaik (tomorrow I will try with a new HDMI 2.1 cable). From TV to Soundbar I'm using an eARC HDMI 2.1 cable.
• When does the issue occur? Does it happen after the device has been idle for a period of time? ANSWER: It is hard to specify, my perception is that it happens "randomly". Could be just on turning the TV on, or after hours. It could happen twice in a minute, or twice in an hour. It happens with many different apps including but not only YouTube, Max and Netflix. So, it doesn't give me the impression that the issue is in one app.
• Is the Google TV Streamer connected through Wi-Fi or Ethernet? ANSWER: Ethernet.

Thanks for the help,

Best.

[Jeremy4]

• Are there other devices connected to the soundbar or AV receiver? NO
• Does the Google TV Streamer have a direct connection to the TV? YES
• What kind of cables are you using (i.e., eARC or ARC, optical audio cable)? Audioquest pearl HDMI 2.1 cable 0.6m to the TV then Toslink from TV to Bluetooth transmitter.
• When does the issue occur? Does it happen after the device has been idle for a period of time? It's pretty random, sometimes every minute sometimes every 15 minutes.
• Is the Google TV Streamer connected through Wi-Fi or Ethernet? 1GB Ethernet connection.

[cifuentesj]

Hi @shakazaitsev 

Thank you for your prompt response and the detailed information you’ve provided. Please try the following troubleshooting steps:

• Make sure that you are using an HDMI 2.1 cable to connect since the Google TV Streamer requires one to work.

Reboot the Google TV Streamer From the Google TV

• At the top right of your TV screen 
• Tap setting
• Select system and restart

From the power source

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

Check whether your TV, AVR, or soundbar has an audio offset adjustment setting.

• When delays are constant, you can try adjusting the audio delay settings within their TV, AVR, or soundbar.

Check if the dialogue enhancement and volume leveler settings are disabled. If it is enabled, turn it off.

• At the top right of your TV screen
• Tap all settings.
• Select display & sound
• Audio option, turn off dialogue enhancement, and volume leveler

Check if the surround settings are disabled. If it is enabled, turn it off.

• At the top right of your TV screen
• All settings
• Select display & sound
• Advanced sound settings, format selection, then none: Never use surround sound.

Reboot the router

• Disconnect the Wi-Fi router from the socket and leave it unplugged for 2 minutes, then plug it back in.

Please keep me posted and let me know how it goes.

Best regards,

Jeremy.

[Jeremy55]

I did everything on the list, watched YouTube for a couple of hours and heard no audio drops. Will let you know if they come back. I hope not! 

[Jeremy55]

Update: I still get audio drops outs every now and then. waiting for a good software update!!

[shakazaitsev]

Okay I've been testing this for many days. I used a 2.1 HDMI cable and followed all of your suggestions, except for turning off surround sound as this is not an option for me, I want it ON. The problem still persists unfortunately, and seems I'm not the only one. It's really annoying.

[Jeremy4]

Will try all these steps tonight, reading around the internet it seems like more people are reporting a similar issue with random audio dropouts. ( at least the video seems to be working correctly 😉 )

[StatAvg]

Asking to turn surround sound off is insane. Give us audio pass through, we don’t want the streamer being the decoder.

[Jeremy55]

This would probably solve the issue for some, but the streamer should still be able to decode audio without any issues.

[Pb10]

I'm having same issue Google.  Never happened with my Roku connect to same setup with same cables.   Love everything else about the steamer.   Picture is 10x better than Roku ultra and home automation controls and live Google cam feeds over top of what you are watching is mint.   Fix the audio drop outs please!

[mdbedwell1201]

I also am having the exact same issue at about the 20 minute time frame with complete audio drop out while streaming.  I too did not have this issue with the Google Chromecast 4k.  My setup is a LG G3 OLED, JBL Bar 1000 and I am using a eARC HDMI 2.1 cable. Very disappointing Google.

[OnePingOnly]

Similar thing here.  New Streamer, same setup otherwise, just unplugged my Fire TV Stick 4K and replaced with the streamer.  Audio dropouts vary from once a minute to once every 15 mins or so.

[cifuentesj · Accepted solution]

Hi folks,

Thank you for your response and the additional information. I'm sorry the troubleshooting steps didn't work for you. The team is still investigating the audio sync issue, but as soon as there's more info to share, we will be posting an update in the main thread pinned at the top of the board. For any updates we post, you can check the post: Regarding audio and video not synced with Google TV Streamer.

Warm regards,

Jeremy.

[shakazaitsev]

Hello thanks for your reply.

Just wanted to say that I'm not sure this is a audio sync issue. I didn't experience audio delays (at least didn't notice any), my issue is about audio dropouts. The sound cuts out for fractions of a second and comes back, with video playback unaffected.

[OnePingOnly]

Exactly.  This is about dropouts, not sync.

[shakazaitsev · Accepted solution]

After installing the last update, now there's an Audio Output option to choose from in the Audio Settings. If Dolby+ is selected, the issue goes away for me. No more audio dropouts.

My setup: Google Streamer (ethernet) > HDMI 2.1 > LG OLED CX (passthrough) > eARC port HDMI 2.1 > LG Soundbar

[cifuentesj]

Hi folks,

I hear you, apologies for any confusion. The team is looking into audio dropouts alongside the sync problems. We'll post updates in the thread I provide you above when there is more to share.

Warm regard,

Jeremy.

[JZ987]

I have a similar issue, but audio cuts out all together, at random. Streamer is connected directly to my AVR. I have tried many cables and my former Chromecast with Google TV does not have this issue with the same cables on the same input. The only way I can fix this by switching inputs on the AVR, causing the HDMI handshake take place again and the audio comes back. Video is never affected.

[JZ987]

My audio issue also remains even after the latest update, although it does seem to happen less frequently, so some progress has been made. Hoping there is another update sooner rather than later.

[Tastypotatoes]

I am having the same exact issue as you.

HDMI 2.1 cables did not fix the issue even though they're lamenting on and on about that. Seems the Google team is just trying to buy time.

If I play audio through the TV speakers I have no issues, but it's super disappointing. 

What is odd though is Plex seems to have no issue with this, it's only stuff like YouTube or Netflix that have this skipping problem. Perhaps it's the format that the audio of my content is on my server?

Half tempted to try to return this streamer it's honestly been an awful experience so far with audio (this isn't the only issue) and other bugs. 

[cifuentesj]

Hello there,

I'm sorry you're experiencing issues with your audio and Google TV Streamer (4K). I will suggest that you review our recommended answer. Google is working diligently to resolve these issues. Keep an eye on this topic for updates.

Warm regards,

Jeremy.

[Tastypotatoes]

Hi Jeremy 

Your recommended answer hasn't been updated with a status on whatever update you guys are cooking up for weeks. 

Pretty sure a lot of us are sick and tired of being used as beta testers. Why can't we get an update.

Warm regards, 

Angry Potato

[Pb10]

I installed the latest update last night which allows you to manually pick audio format.   I picked Dobby+. And so far no drop outs.   I'll evaluate further tonight.

Just came across this article

https://9to5google.com/2024/11/15/google-tv-streamer-audio-format-update/

[Pb10]

Drop outs were gone since I last posted but they  came back.   Maybe the audio settings reset with an update or something . I haven't checked yet.

[shakazaitsev]

**bleep**, yeah please check and comment here after!

Since I installed the update like 15 days ago the issue stopped for me but I'm crossing my fingers it doesn't come back..

[Jeremy55]

Update: Since installing the first update I have been experimenting with the different audio outputs. Don't what to say really, sometimes it works fine and sometimes the audio drops out. I'm doing my best to just ignore it but I hope Google sends out another update with a proper fix this time.