No sound when connected to surround sound system

[Chris751]

Hi using a Samsung sound system just got a new Bose sound system and now audio will not work at all plug back into my old system or guess what sound works back into new system no sound tried PlayStation in to new system all works just the streamer no sound can you help to why please 🙏 

[EduardoN]

Hi @Chris751,

Thank you very much for contacting the community! I understand you are experiencing audio issues with your streaming device when it is connected to your new Bose sound system. I appreciate you confirming that the Bose system works properly with your PlayStation and that your streaming device works with your old system. Rest assured, I am here to help!

I'd like to ask a few questions to ensure I provide the most relevant troubleshooting steps:

• What model of Google streaming device do you have?
• When did the issue start?
• Do you receive any error message?
• Are you using the same HDMI port and cable that the PlayStation is using?
• Is the streamer powered by the TV's USB port or a wall outlet?
• Does the silence happen on all apps (Netflix, YouTube, Spotify), or just specific ones?
• Have you checked for a firmware update on the Bose system since connecting it?

Please feel free to share any additional details you think might be relevant.

Best regards,
Eduardo

[Chris751]

Hi I have the Google tv streamer on latest android 14 security patch 1 aug 2025 nothing newer still I have no error messages I used different hdmi ports different cables even lead from PlayStation get picture no sound and not even device sound when moving around Home Screen or in menu no sound still as should hear a clicking sound I only use power supply unit comes with the Bose is up to date on firmware I now even tried a firestick and that sound works is it because the sound is setup for my old system witch is Samsung and remote controller works with it do I have delete old system and then pair up new system for it to work or do have do a delete on old device first no matter what app use on device no sound and no device sound

thanks 

Chris 

[EduardoN]

Hi @Chris751,

Thank you very much for keeping me informed of the steps you have taken regarding your device. I would like to verify and recommend a few things that may help:

• Is the Google TV Streamer plugged into your TV’s HDMI port or directly into your Bose system?
• Update the Accessory Settings:
  If your remote and audio settings are still calibrated for your old Samsung system, the Google TV Streamer might be trying to send signals that your Bose hardware doesn't recognize.
  
  • Go to Settings > Remotes & Accessories > Set up remote buttons.
  • Select Volume control.
  • Switch it to Auto (CEC) or specifically select Bose from the list of brands to re-pair the connection.
• Adjust Audio Output Formats:
  Sometimes the "Auto" detection for surround sound can pick a format the soundbar isn't ready for.
  
  • Go to Settings > Display & Sound > Advanced sound settings.
  • Try changing Allow AAC or Selection formats to None (to force stereo) just to see if the sound returns. If it does, you can then toggle through the other formats (like Dolby Digital) to see which one your Bose supports best.
• Check HDMI-CEC Settings:
  Since your PlayStation and Firestick work, we want to ensure the Google TV Streamer is "talking" to your Bose system correctly.
  
  • Ensure HDMI-CEC is enabled in Settings > Display & Sound > HDMI-CEC. This allows the streamer to control the power and volume of your audio gear directly.
• Remove the Old System Profile:
  If you suspect the old Samsung configuration is causing a conflict, it is a good idea to clear it.
  
  • In the Remotes & Accessories menu, look for any listed devices that refer to the old Samsung setup and select Forget or Disconnect.
  • Once removed, restart your Google TV Streamer by unplugging the power for 60 seconds and then plugging it back in to start a fresh handshake with your Bose system.

Keep me posted.

Best regards,
Eduardo

[Chris751]

Think I found the problem as soon I delete the Samsung device I pressed Google streamer I now got audio with the Bose system, so now I just need to set it up in the settings so can use the remote to control volume thank you for your help and hope not wasted your time this was error in my self should of deleted old device first  because a soon I set to Goole streamer for volume the slider moved up in the volume and come through Bose system like sed now can set it up 👌

[Chris751]

My bad sorry bad news no audio still so now I have my Bose unit setup way it should be all settings are correct but think my projector does not do arc could this be the problem with the streamer like sed PlayStation audio and video is fine working as it should do so think I would need a unit that’s got HDMI in and hdmi out with digital output so can then get audio  but I shouldn’t have to use a unit like that

[EduardoN]

Hi @Chris751,

Thank you for that update! You actually hit on a very important point regarding the ARC. If your projector doesn't support ARC/eARC, it won't be able to "pass" the audio from the streamer back down to your Bose system through a single cable.

Before you look into buying a separate HDMI extractor unit, let's try a few final steps to rule out cable compatibility and specific software blockers:

1. Verify your HDMI Cable The Google TV Streamer is a high-performance device that requires an HDMI 2.1 "Ultra High Speed" certified cable to handle the handshake with modern sound systems like Bose. Even if the cable works with a PlayStation, the Streamer can be more sensitive to the cable's data threshold.

• Could you check if your cable has "Ultra High Speed" printed on it?

2. Direct Connection Test To bypass the projector's lack of ARC, try this:

• Plug the Google TV Streamer directly into an "HDMI IN" port on your Bose system (instead of the projector).

• Then, ensure the Bose "HDMI OUT" is connected to your projector.

• This allows the Bose to pull the audio directly before sending the video to the projector.

3. Adjust Internal Audio Processing There are two specific settings that can sometimes interfere with the initial "handshake" between the streamer and a new sound system. Please try disabling these:

• Go to Settings > Display & Sound > Audio Options.

• Turn off Dialogue enhancement and Volume leveler.

4. Final Check on Output Format

• In that same Audio Options menu, ensure Output format is set to Automatic.

5. Network Refresh While it seems like a hardware issue, a quick refresh of the connection can help the streamer "re-identify" the hardware it's plugged into:

• Unplug your Wi-Fi router for 2 full minutes, then plug it back in. Once the internet is back up, restart the Streamer one more time.

Let me know how it goes!

Best regards,
Eduardo

[Chris751]

I have streamer plugged into the Bose input on hdmi and projector output then I gave a 2.1 high speed hdmi cable ready I get no sound all settings are set up as auto and nothing else switched on still no audio but I got my self a hdmi audio extractor with optical but as soon I connected from steamer to input to the extractor and output to Bose I now got sound but only 2.0 means only stereo and will not do 5.1 sound go to you tube I find a video to do 5.1 and sound is all over the place and don't do sound for each channel when find a video to do each channel so know it works right if go optical and switch that bit on in Bose settings I lose picture so think at minute if I plug streamer direct into projector and switch on audio it works but shouldn't have to run 2 lots of hdmi to get sound the extractor works but only 2.0 sound 

[EduardoN]

Hi @Chris751,

Given the details provided regarding the system installation—and since it requires specific cabling as you noted—I would like to invite you to share your feedback and any additional information about your experience. You can submit your feedback by following these steps:

• At the top right of your TV screen, select All settings.

• Select Help & Feedback > Send Feedback and include the system logs.

Keep me posted.

Best regards,
Eduardo

[Chris751]

I got the audio to work as 5.1 Dolby sound finally used a hdmi extractor and turned auto off and turned on Dolby digital on now working fully 

Thanks for trying to help 

[EduardoN]

Hi @Chris751,

Thank you for confirming the fix; I am glad to hear that your system is now working as expected. Please do not hesitate to contact us if you have any questions or if there is anything else we can help you with.

Best regards,
Eduardo