Random audio drops if using surround sound

[RickyMorante]

I recently upgraded from the Chromecast with Google TV to the new Streamer. I have an Onkyo receiver (Dolby vision, Dolby Atmos capable). I have my receiver connected to my TV, and the Google streamer is connected to the back of my Onkyo receiver. When I am watching anything with 5.1 surround sound, I get random one-second audio drops. Sometimes it's every minute or so, sometimes every 3 or 4 minutes. However, I did notice that if I rewind back to the same part, these audio drops happen at the exact same time. This is happening while I am using the Netflix app on the streamer and watching shows like Breaking Bad, Lost etc. 

The only way I can avoid the drops is if I go into the streamer menu, and disable some Dolby audio formats, which leaves me with no surround sound. I had my older Chromecast with Google TV hooked up to the exact same input of my receiver, and never had any issues. 

I have done factory resets on the streamer, on my Onkyo receiver, as well as my Sony TV, but the problem persists. It is unwatchable because I am sometimes missing important words. When I look at that comparison between the streamer and the Chromecast on the Google website, under the audio heading, it says "Dolby Atmos" for the streamer, and for the older Chromecast it says "Dolby encoded audio (HDMI passthrough)".  Could this be the reason why this is happening? All of my equipment firmware is up to date, and like I said, this doesn't happen on any other devices. If I connect the streamer straight to my TV, it doesn't have the audio drops. I have tried every single setting on my receiver, streamer, and TV, and nothing will fix it. I have done all the unplugging and waiting for a few minutes etc. The only solution is not using surround sound, which is unacceptable. 

I do like the device, and I don't want to return it, but at this point it is not watchable. When is this going to be fixed? Is it going to be fixed?

[ByronP]

Hi RickyMorante,

Thank you for posting in the community. I'm sorry that you're having troubles with the Google TV Streamer (4K) with your audio receiver. I understand how frustrating this can be. I'm here to help.

Before I begin, I need to ask a few questions for further assistance:

• Is the Google TV Streamer connected directly to the TV?
• Are there other devices connected to the soundbar or AV receiver?
• 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?
• Does the issue happen only on the Netflix app, or is it happening on other apps as well?
• Is the Google TV Streamer connected through Wi-Fi or Ethernet?
• Do you have any other streaming devices (e.g., Roku, Fire TV, Apple TV)? If so, does the same issue happen on those devices?

Please keep me posted. I'll look forward to your response.

Regards,

Byron

[RickyMorante]

It seems like you didn't even read my post. I have answered those questions in the original post. 

The Google streamer is The only device connected to the back of my audio receiver, which is connected through ARC. I am connected through ethernet. 

There some sort of update to the Google streamer to fix these issues. If I connect my Chromecast with Google TV in the exact same way, there are no issues. The issue is with the streamer and the way that it handles audio. Are there any updates coming up that could fix this? Is the way that the Google streamer and the Chromecast with Google TV handle audio different from each other?

[ByronP]

Hi RickyMorante,

Thank you for your response. I'm sorry for the misunderstanding. Let's work together for a solution.

For your concern, please try the below steps:

• When delays are constant, you can try to adjust the audio delay settings within your TV, AVR, or soundbar.
• Check if the "Dialogue enhancement" and "Volume leveler" settings are disabled. If it's enabled, turn it off. Here are the steps:

1. At the top right of your TV screen, select All settings.
2. Select Display & Sound, then Audio options.
3. Turn off dialogue enhancement and volume leveler.

• Check if the surround sound settings are disabled. If it's enabled, turn it off. Here are the steps:

1. At the top right of your TV screen, select All settings.
2. Select Display & Sound, then Advanced Sound Settings, then Format Selection, and then None: Never use surround sound.

Let me know how it goes and keep me posted.

Regards,

Byron

[RickyMorante]

Hi. The solution that you provided totally defeats the purpose of my original post. If I do the steps that you tell me to do, I will not have surround sound. I have a 5.1 surround sound system, and all the Netflix shows play in 5.1 surround sound or Dolby Atmos. I don't want to disable my surround sound. 

That's like the equivalent of me having a problem with my stereo system in my car, and the solution is to just get rid of the stereo system?

[ByronP]

Hi RickyMorante,

Thank you for your response. I'm here to help, and I apologize that none of the steps worked. Let's check for additional options.

We're always working for improvements. Please share your experience and thoughts about this situation and submit them to the feedback form. Your input will help us make future updates even better.

Let me know if you have any further questions.

Regards,

Byron

[Eric-S1]

Wow that response was unhelpful. 

Search the internet, google streamer breaks Dolby surround.  Go back to the chromecast 4k.

[RickyMorante]

I ended up returning the streamer, and I'm sticking with the Chromecast with Google TV.

It's connected in the exact same way, but no audio drops.

[Jard]

Same issue here.  I've filled out the feedback form.  I can't believe the recommended solution is to turn off surround sound.  Was really hoping the recent update would fix it as it did add more audio features, but I've tried them all and the only way I can watch something without drops is to turn off surround all together.  Also True-HD doesn't seem to work at all.

[RickyMorante]

That's too bad. I ended up just returning mine to Best Buy. I'm now using the Chromecast with Google TV, and it's working fine. I have it connected to the exact same hdmi port, with all the same settings, and there are no issues with audio drops. 

Do you also have it connected to a receiver, or directly to the TV?

[Jard]

Actually think I found a combo that works for my setup.   I'm connected to an onlyo receiver.  The new code has options to choose between (auto, Dolby digital, dolby digital+, and PCM).  I set it for DD+ and left the formats to auto.  So far today, no drops in audio. 

[RickyMorante]

That's great to hear. I also have an Onkyo receiver. So you are still getting the full 5.1 surround sound on Netflix etc, but no more audio drops?

[Jard]

So far yeah.  Still can't play true-hd though. 

[Eric-S1]

Kept the streamer for a pure tv setup and it works fine. Kwpt chromecast 4k plugged into the receiver for my surround sound tv setup.