Regarding audio and video not synced with Google TV Streamer

[GoogleNestTeam]

Hey everyone,

We are aware that some users might be experiencing an issue where audio is not synced with video from their Google TV Streamer. This appears to be related to specific audio equipment and configurations, and does not seem to be a widespread problem. We are actively looking into the issue, and will provide an update once we have more information.

In the meantime, if you are encountering this, we encourage you to contact Google Nest Support.

[MikeFromHouston]

I had guest over and started watching a movie. Screen went back never came back on without unplugging it. This trash got boxed up and went back to Best Buy. Back on my old Android 10 4k TV from 3 years ago. If it ain't broke don't fix it. Everything works. 

[artikweb]

@GoogleNestTeam we kinda need an update on this, will it be fixed anytime soon? My return window is closing soon and, because of this audio issue, I can't use the device as I intended. 

[MikeFromHouston]

Just return it. I had to return mine due to how bad it is. Google isn't going to bat an eye at this and if they do it won't be anytime soon. Just get the Walmart Onn TV box. 

[kevinjoyner]

I just called Support. Google confirmed that the GTV Streamer will not support my HDMI 2.0b AV receiver.

Context: I'm using HDMI 2.1 cables, between my Streamer, Sony BRAVIA 4K (2021) and Denon DRA-800H (2019). If the Streamer is connected to the AVR, bad sync issues; if connected directly to the TV, no problem.

I tested all the audio settings on all three devices.

Disappointing. I didn't have this problem with the CC GTV (4K). Also, I hadn't realised my AVR model was 5 years old. I think the TV is passing the audio straight through to the AVR, but still, not ideal.

[jrlutz29]

Update??????

[Westin]

no update in weeks

[Lewis4]

Yea it's a bit ridiculous. I have just returned mine because I'm not confident that Google are going to sort this problem anytime soon.

When I contacted Google they were more interested in pointing the blame at my Sonos sound system and told me to contact Sonos support, despite having told Google multiple times that my Roku Ultra works fine on the same port with the same cable!

[Cacha21]

I'm having huge audio delays but only when using GeforceNow or Moonlight game streaming apps. Everything else seems fine. GTV Streamer connected directly to the TV, and then optical to a Sony Soundbar.

[mostlyspring]

I am experiencing difficulties with the quality of TV live streaming using google stream tv.  In particular, the audio is out of snyc with the visual. How can this be fixed?

[jrlutz29]

For f*cks sake Google, update????

[Scott_Edy]

I e just attempted to use YouTube on my Google Streamer for the first time. It's the worst of all the apps for audio delay. Which is obviously ironic. 

https://photos.app.goo.gl/wqnCJFraSSroFiJ99

[JCruz]

I’m using the new Google TV Streamer with the Amazon TV, and I’m getting static sound while playing any apps. Is there a way to stop this? I’ve switched HDMI cables, but it’s still happening. Thank you!

[thejeffbeck]

For sale: 1 Google TV streamer. Like new. Has massive audio sync issues that make it unwatchable. Too late to return to the store. Doesn't come with an HDMI cable despite Google saying using the "right" cable is critical to its most basic operation. No product support available. I suggest using as a paperweight. Does that job really well.

[Scott_Edy]

Hahaha. 100bucks postage? 

[Raeeesbloch275]

raeesbloch275

[Rossotron]

Just updating with my experience after posting my initial problems above.
I used the online Google Nest Support to submit my issue, they agreed it was a fault and sent a replacement unit under RMA. 

No surprise the replacement unit had the identical sound delay fault but also had a significant fault with frame drops ranging from 0.5%-1% in 4k Youtube videos, with obvious stuttering. 
I again raised this with Google Nest Support who asked for some video evidence and after raising with senior support they have accepted for a return of the replacement unit with full refund. 

So don't sit on a paperweight, they will refund it if you are out of the return period if you give them evidence.

[reachcobb]

Translation:  They know it's a problem but they think it is not a big enough one for them to spend resources fixing.  Maybe a bunch a RMA will convince them?  Maybe the problem is isolated?

[popgoesvoice]

This is the rather unhelpful response I have had from Google... You're absolutely right, and we understand your concern. There are upcoming updates addressing this issue, although we don’t have an exact date yet. However, please rest assured that our engineers are actively working on it, and once the update is released, it will resolve the problem. We want to assure you that we are committed to providing high-quality devices, and this issue has been properly documented. We appreciate your patience and understanding as we work to improve your experience.

[rezn0r]

Is this the first reply we've seen of them admitting an update/fix on their side is needed?

[reachcobb]

1st unofficial indication.  They haven't said that here and there are more posts of people getting out of warranty refunds, so the fix must be far off.

[Scott_Edy]

I've attempted to escalate this.

Spoke to "support", advised someone better equipped to handle the specific hardware would email and arrange a call..

Ive had enough. In a email this morning, they are refusing to speak on the phone. " Ideally we will not have an option of call back, however you can contact us using support.google.com."

Not least, they appear to have no idea what it is about.

They did send some helpful advice

"For steps on taking screenshots on your device, visit our Help Center:

For Android, see Take a screenshot on your device.

For Chrome OS, Windows & Mac, see How to capture a screenshot."

This is madness 

[thejeffbeck]

I know, right? I feel like I'm taking crazy pills. If someone tells me to restart my router again...

[Sproctor61]

We have 5 of the new streamers.  All work well except for the one with the Sony Sound bar hooked up.  Works for awhile but then the audio starts breaking up.

Had to put that TV back with the Apple TV and audio works fine there.

[Scott_Edy]

Great! You are in a unique position in that you have several or more in house. 

I wonder if that seemingly faulty box behaves the same way on your other television setups. 🤔

[Sproctor61]

Unfortunately all of them have the same audio issue when using my sound bar I even tried on different TV's 😥

[Scott_Edy]

So, they all work with audio from the television's fine? What TVs are they, out of interest and how old? 

I have a 2022 Philips Ambilight 52" and the audio falls out of sync as much as with my Sonos Arc¹

[Sproctor61]

3 are 50 inch Amazon Fire TV's (about a year or so old), the other 2 are Samsung 50 inch smart TV's, a few years old as well.  Only one has the the Soundbar (Sony HT-S400 2.1ch Soundbar with Powerful Wireless subwoofer, S-Force PRO Front Surround Sound, and Dolby Digital, Black) But I have moved the SB to different TV's to test.

The 5 TV's previously had the 4k Apple TV and those worked fine, even with the soundbar.

 

[Scott_Edy]

It's madness.. this shouldn't happen these days 

[Scott_Edy]

 

[Scott_Edy]

I've had the following from Google support today 

Thanks for writing back to us, 

I understand that you are facing issues with Google TV. We would request you to try these troubleshooting steps and check.

We think the information below helps solve the problem, but if you’re still having trouble, you can reply to this email for more help.

Check that you’re signed in to the correct Google Account.

Open the Play Store. At the top right, select the Profile icon.

If you’re not signed in to the correct account, switch accounts and try again.

Update the time.

On your device, turn off Automatic date and time. Then, turn it back on.

Check software and system updates on your device.

To check if an update is available, go to the software or system updates in your settings.

If an update is available, update your device.

Check that you have a strong Wi-Fi or mobile data connection. 

It’s best if you can connect to a Wi-Fi network.

If you don’t have access to Wi-Fi, make sure you have a strong mobile data connection.

Try your download again.

To get more help with connection problems on Android devices, go to Fix internet connection problems on Android devices.

Check if there are any issues with your payment profile.

If you tried all the steps above but still can’t download apps, try these additional steps.

For more help with Google Play, we recommend our Help Center and Help Community.

If you have any queries, please reply to this email. I will be happy to assist you.

[Prizzuto]

Are they joking with this response?

[Scott_Edy]

This was the better of several others.. 

[Scott_Edy]

So, I tried connecting a Sonos Roam via Bluetooth to the Google TV Streamer. No delay / issue with audio sync at all. 

[thejeffbeck]

What was your connection path? Are you into the Sonos first, then to TV, or Streamer to TV then to Sonos?

[Scott_Edy]

Apologies. I should have stated it was via Bluetooth. Roam has only USB C physical conx (which is power only. IIRC)

[thejeffbeck]

Oh, gotcha. So, it's probably just single channel audio or stereo at most, not 5.1. 

[Scott_Edy]

What it isn't is HDMI audio out (from the streamer)

I wonder how it would behave if I connected the Sonos Roam via Bluetooth to the TV.. I'll try the morrow.

[Scott_Edy]

The latest email from Google "Support". I've never mentioned anything about Google account access, obviously 

Hi Scott,

Thanks for writing back to us.

I see that you still has an issue accessing the Google TV. I understand your concern in this regard.

Manually sync the account

On your device, open Settings Settings.

At the bottom, select About phone and then Google Account.

If you have multiple accounts on your device, select the account you want to sync.

Select Account sync and then More Moreand then Sync.

If this doesn't work, go through the following steps to force a sync. Try manually syncing between each of these steps, to check if they've worked.

Step 1: Verify your data connection

Open a browser on your device and open a website (such as news.google.com).

If the page doesn't load, the sync issue may be occurring because your device can't connect to the internet. If so, reply to this email, and we can try troubleshooting your device's connectivity.

Step 2: Check for system updates

Go to Settings and then System updates.

Tap Check for update.

If an update is available, install the update and manually sync afterwards.

If the device is up to date, continue to the next step.

Step 3: Force an account sync using the date settings

Go to Settings and then System and then Date & time.

Turn off Set time automatically.

Manually change the date and time so that they're incorrect.

Turn on Set time automatically.

Step 4: (Phones Only): Force an account sync using the dialer app

Open the dialer app.

Touch the keypad icon.

Dial *#*#2432546#*#*

If successful, an alert notification will appear. This notification will say whether the phone was able to check in.

Step 5: Clear Storage cache and data

If you've saved any contacts since you last synced, first backup your contacts.

Open the Contacts app.

Tap Menu and then Settings.

Tap Import/Export. If needed, tap Allow.

Tap Export to save the current contact list.

Pick a location, like your Drive.

Tap Save.

After backing up contacts, proceed with clearing the contacts storage and cache.

Open Settings.

Tap Storage and then Apps.

Scroll until you find "Contacts."

Tap on Contacts.

Tap Clear storage and then Delete.

If you backed up your contacts, you can restore them:

Open the Contacts app.

Tap Menu and then Settings.

Tap Import and then .vcf file.

Choose the .vcf file that you exported.

Step 6: Uncheck "Sound Search for Google Play" (Android 5.1.1 or earlier)

Go to Settings.

Under the "Accounts" section, tap Google.

Tap the Gmail/Google account that's experiencing the sync error.

Uncheck the box for Sound Search for Google Play.

"Sound Search for Google Play" may not be on the list. If it's not, skip to the next step.

Touch the Menu icon (three vertical boxes) on the top right, then touch Sync now.

Step 7: Remove and re-add Google account

You may need to remove the account and add it again. To do so, follow the instructions on this page.

Step 8: Try to login from other places and try to sync again later

If possible, try syncing from a different location or Wi-Fi network. It may also be possible that there is a temporary issue with the account sync services, and you should try syncing again later.

Have a good day.

Within 48 hours of our last interaction, you may receive a short survey through email. We’d love to hear your feedback about our interaction today and your overall experience with Google support.

Thanks!

Michael J

The Google Support Team

[reachcobb]

@GoogleNestTeam Do you all actually pay people for copy pasting these ridiculously irrelevant responses to well defined problems which you claim to be working on a fix for?  

[Scott_Edy]

They have forwarded me to Google Nest team. 🤦🏻‍♂️