Random audio drop outs

[Mackeyuk]

Hello All,

I recently replaced my Google Chromecast with a new Google TV Streamer and since swapping them out I get random audio drop outs, the drop only happens for approx 1 sec and occurs regardless of what app is being used.

It's very annoying!

I have performed a software update (UTTK.250729.004), purchased a new HDMI cable and tried every combination of audio settings on the Google TV.

Google TV is connected to a Samsumg TV and then HDMI ARC to my Sonos Beam speaker.

I raised a support case and even though the device is only 2 months old the google store will not exchange it!

[branches78]

Hello @Mackeyuk,

Are you having the dropout with any audio codec or only with Dolby Atmos?

[virnab]

Hi Mackeyuk,

Thanks for reaching out to our community.

I understand that you're experiencing random one-second audio dropouts with all of your apps since you swapped your Chromecast for a new Google TV Streamer 4K. I appreciate the details and the thorough troubleshooting efforts you've already tried, including contacting our Google support team. I understand your concern, and I'm ready to assist.

Thanks branches78 for your contribution to this thread.

Before I start further troubleshooting, let me ask you a few questions:

• What is the make and model of your TV set?
• Have you tried using the Streamer on another TV set?
• Are you using an HDMI-certified 2.1 cable to connect the Streamer?
• Are there any other devices connected to the Sonos Beam speaker?
• Did you check whether your TV and Sonos Beam speaker have an audio offset adjustment setting?

In the meantime, I recommend checking the following settings to potentially avoid the audio dropouts:

1. Check Output Format Settings

• At the top right of the TV screen, select All settings.
• Select Display & Sound, then navigate to Audio Options, and select Output format.
• In the Output format section, select Automatic to let the system set the best format.

If you are currently using an explicit format like Dolby Digital Plus, Dolby Digital, or PCM stereo, switching to Automatic may resolve the audio issue. 

Make sure your media equipment is compatible with Dolby Digital Plus, Dolby Digital, or PCM stereo if you select one of these output formats.

2. Disable Surround Sound

• Select All settings.
• Select Display & Sound, then navigate to Advanced sound settings.
• Choose Format selection.
• Select None: Never use surround sound.

If the issue persists, please post a one-minute video showing the audio dropouts while streaming.

Thanks for your patience as we work through this, and I look forward to your response so we can move closer to a solution.

Best regards,

Virna