HDMI CEC Google media streamer problem

[Martin20]

Loewe Bild 3.55 Oled. HDMI-cec turned on results in absolutely no sound. This means I can’t use the Google media streamer remote for my tv. This really makes me doubt the use of the google media streamer. I hope there will be a solution on short term. I have contacted Loewe. According to them it is a google mailfunction. Please solve this 

[tajennifer · Accepted solution]

Hi Martin20,

Thanks for your reply and the information provided. In this case, I just need to confirm: are you using an HDMI 2.1 cable directly plugged into the TV?
Please keep me posted.

Regards,
Jenny

[GoogleNestTeam · Accepted solution]

Hey all,

Thank you for flagging this, the team would like to gather some more information to help us look into it. If you could leave a reply to this comment with the following information, it would be greatly appreciated.

What does your setup for the TV and Chromecast with Google TV look like? Do you have any soundbar/AVR or optical cable connected?
     - Please include the brand and model info.

Does the issue persist when you disable HDMI-CEC?
     - Navigate to Settings > Display & Sound > HDMI-CEC

Please confirm that the Chromecast with Google TV device's volume is not low.
     - Navigate to Settings > Remotes & Accessories > Set up remote buttons > Volume control > Chromecast
     - Increase the volume on your Chromecast Voice Remote

[bhweb_one]

Not sure if it's related to CEC.  I've been using mine for a few months now.  A couple nights ago, I switched to it and I was getting no audio.  I went to restart it from the menu and instead of giving me the option of "Restart", it only had boot into safe mode.  I did that and then my remote stopped working.  Unplugging it and booting still left my remote not working.  Now it doesn't appear to come on at all.  Maybe an update gone bad.  I'll probably have to factory reset it.

[Martin20]

Can someone from google please respond?

[tajennifer]

Hi everyone,

Thanks for posting. I'm sorry to hear about the situation that you are experiencing with your Google media streamer device that is not playing sound. I understand how frustrating this situation can be. But don't worry; help is here. I just need to ask for some information to provide the best assistance:

@bhweb_one 

• What is the Google Nest device that you are using?

• What cable are you using to connect your device to the TV?

• What other steps did you try besides contacting Loewe?

@Martin20 

• What is the Google Nest device that you are using?

• What is the TV that you are using?

• What cable are you using to connect your device to the TV?

• What other steps did you try besides trying the reset?

Please keep me posted. I'll be waiting for your response.

Best regards,

Jenny

[Martin20]

Dear Jenny. I’m using the new google media streamer 4K. The tv is a Loewe Bild 3.55 oled. 
I don’t know what more I can try. Would be very nice if google came up with a solution. Kind regards 

[tajennifer · Accepted solution]

Hi Martin20,

Thanks for your reply and the information provided. In this case, I just need to confirm: are you using an HDMI 2.1 cable directly plugged into the TV?
Please keep me posted.

Regards,
Jenny

[Martin20]

Hello Jenny, 

yes, I am using a hdmi 2.1 cable and it’s plugged directly into the tv. 

[tajennifer]

Hi Martin20,

Thanks for your reply and the confirmation. After the information that you provide, the recommendation would be to process a factory reset on your Google TV Streamer device. Here is how:

With the Google TV Streamer Voice Remote:

1. At the top right of your TV screen, select your profile and all settings.

2. Select System About Factory Reset.

From the Google TV Streamer device:

1. While the device is plugged into the TV and powered on, press and hold the button for 10-12 seconds on the back of the device. The LED should start to blink yellow.

2. When the LED light turns solid white, release the button, and the device should then reset.

Please do the test after this and let me know how that goes.

Best regards,

Jenny

[Martin20]

I’ve done the reset. And bought a new hdmi 2.1 cable. Still it’s not working. I would hope google came up with a solution 

[tajennifer]

Hi Martin20,

Thanks for your reply. I understand that after trying multiple steps, including the factory reset, the Google TV Streamer is still not working as expected. We are sorry for the inconvenience that this can cause. But 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.

Best regards,
Jenny

[Martin20]

Filled in the form, no response yet. 

[tajennifer]

Hi Martin20,

Thanks for the update. We'll forward your message to the proper team. Please keep an eye on your email.

Best regards,
Jenny

[Martin20]

Still nothing

[tajennifer]

Hi Martin20,

Thanks for your response. We already sent you a follow-up email for further assistance. Please check your email.

Regards,
Jenny

[GoogleNestTeam · Accepted solution]

Hey all,

Thank you for flagging this, the team would like to gather some more information to help us look into it. If you could leave a reply to this comment with the following information, it would be greatly appreciated.

What does your setup for the TV and Chromecast with Google TV look like? Do you have any soundbar/AVR or optical cable connected?
     - Please include the brand and model info.

Does the issue persist when you disable HDMI-CEC?
     - Navigate to Settings > Display & Sound > HDMI-CEC

Please confirm that the Chromecast with Google TV device's volume is not low.
     - Navigate to Settings > Remotes & Accessories > Set up remote buttons > Volume control > Chromecast
     - Increase the volume on your Chromecast Voice Remote

[Martin20 · Accepted solution]

The tv is a Loewe Bild 3.5. No soundbar connected. If I disable hdmi sec, the sound stays of until I start the streamer up for the 2nd time. But the whole idea is that I want to use the hdmi function so I can use the streamers remote for the tv as well 

[Martin20]

Any ideas?