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.

[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. 🤦🏻‍♂️

[thejeffbeck]

Haha. Same team that seems to be super involved in this forum? It's been what a full month now since someone from google actually responded here. Maybe I need to start a new thread- one that hasn't been "answered".

[reachcobb]

The first streamer update is available.  

[thejeffbeck]

I just installed it - it did not fix any of my audio sync issues.

[Scott_Edy]

Good spot. 

UTT3.240625.001.K9 - 35.35mb (2 of 2)

[popgoesvoice]

Yep the update appears to do nothing to help

[Scott_Edy]

No. To be honest, I hadn't got my hopes up. 

[Cacha21]

Nothing fixed here as well.

[thejeffbeck]

It's now been almost a month since anyone at Google has updated us on the status of this fix. Our previous thread got marked as "answered" and now seems to be being ignored.

To re-iterate the problem - across all apps (but YouTube oddly the worst), there is a notable delay between the audio and video, making things unwatchable. Connection is via certified hdmi 2.1 cables from Streamer to the TV, and also from TV to the soundbar via hdmi eARC. Streamer is connected on 5ghz wifi, on a 1.5gbit connection. All previous troubleshooting steps suggested have been tried and still the audio and video are out of sync by almost a full second, and specifically video is AHEAD of the audio, so the TV's audio delay correction options make the problem worse, not better.

No problem with the old generation of chromecast in this configuration. Also, no audio sync issues when using other hdmi connected devices.

[thejeffbeck]

FYI - the just released update for the Streamer did NOT fix the issue.

[pabulous]

My audio sync has been mostly alright but some streams have really jerky motion, particularly if they are in 50fps (most British content) or 60fps (YouTube, Twitch). Something's not right. 

The new update didn't do anything to address this.

[Blizzou]

Trust me, this will never been fixed. Google just dont care their streamer does not work. Never buy Google product ever again.

[Scott_Edy]

I don't think it will because it's hardware. Not software and there's a dodgy batch. IMO

[popgoesvoice]

I tried to get a return but despite saying they would look into it and get back to me within 24 - 48 hours, 2 weeks later I am still left hanging with no response

[GoogleNestTeam · Accepted solution]

Hey everyone,

Thank you for your patience. The team has identified the root cause for some of the key audio issues that users have reported. We’ve started to roll out a software update which includes a new feature that allows you to customize the output format settings that best fits your media setup. 

Follow these steps to customize your preferred settings: 

• Navigate to All Settings at the top right of the TV screen
• Select Display & Sound > Audio options > Output format
  

You will be able to choose between Automatic (recommended), Dolby Digital Plus, Dolby Digital, or PCM stereo. 

Note: If Dolby Digital Plus, Dolby Digital, or PCM stereo is selected, your media equipment (TV, A/V receiver, or soundbar) should also support this format to avoid audio or visual issues. 

To manually download the latest update, follow these steps:

• Navigate to All Settings at the top right of the TV screen
• Select System > About > System update

[Westin]

Don’t think this did anything for my Sonos beam 2

[pabulous]

People have already stated this update has not fixed the issue.

[Scott_Edy]

I found and stated above that switching to PCM did indeed solve the issue. 

However, calling this a features BS. It's switching off all the superior sound codecs from Dolby. So, basically it's dumbs down the Google Streamer. This best because temporary fix @GoogleNestTeam ‽

[Scott_Edy]

Think before you speak is my advice, Google

Calling this a "features" is BS. It's switching off all the superior sound codecs from Dolby. So, basically it's dumbs down the Google Streamer. This best because temporary fix @GoogleNestTeam ‽

Note: If Dolby Digital Plus, Dolby Digital, or PCM stereo is selected, your media equipment (TV, A/V receiver, or soundbar) should also support this format to avoid audio or visual issues. 

All my kit supports this format yet I'm having to resort to PCM. 

[Prizzuto]

This didn’t fix the issue for me

[yosaku]

Add audio pass-through.
The receiver will decode it.

[Blizzou]

Exactly, but this would be too much simple. Google engineers like to keep issues, this is how they can keep their jobs....

[popgoesvoice]

Despite adding th eupdate my audio options have not changed from before and it still crappy PCM sound...

[Appleid167]

Appleid167

[Eangchanny]

Please enter 12 or more characters here 

[stevetaylor]

Your "fix" hasn't fixed anything. My TV supports all the audio output formats and manually selecting one of them doesn't bring back audio. I've tried them all. After a reboot, audio works for seconds, sometimes minutes, starts lagging, then dies. It doesn't just happen when streaming content. Even the system sounds when navigating menus are affected.

[Yobi]

Still having issue. Any updates ? Kind of ridiculous given the price of this device.

[mehdiehdi]

سلام وو درود برچسب جریانی دارد

[popgoesvoice]

nt work on mine. I updated and the audio options have not changed. asked for a refund and they said they would get back to me...that was weeks ago

[Chrisafurr]

Any update on this? I returned mine and got a third device as the update didn't fix the issue on the other one. Watched an entire movie on Plex with no issues, and then the audio issue came back when I switched to Netflix. Hoping for a fix soon

[younicorn76]

this is so ridiculous. i dont have money to try another streamer or a new soundbar or tv. GOOGLE IM NOT MADE OF MONEY. low income household here and this was a treat for myself thinking it would be better... ugh i love how their solution was to send me to this thread -_- 

[Dari]

This is not acceptable at your name and your prices GOOGLE! Fix your issues ASAP! This sound issue risks affecting your reputation in this market!!!

[I2E4P3R]

Yes this is still a issue. Fix your product or just allow full passthrough. Will be switching back to my shield if this is not resolved soon. A tv device that can't play audio correctly? Like one of the most basic functions not sure how you guys allowed this product to release in this state. 

[eeugene]

My setup:
* TV: LG C3 77"
* LG soundbar (connected via HDMI to the TV)
* Google TV Streamer 4K (connected via Ethernet to router + via HDMI to TV)

---

Like many in this thread, I'm seeing jitters when watching YouTube videos
using YouTube app on Google TV Streamer.

In my case it specifically related to watching videos at 60 frames per second with any resolution.

---

How it manifests:
* Videos with frame rate more than 30 drop ~30-50% of frames
* Resolution doesn't matter - 1080p, 1440p, 4K, even 720p@60 is affected
* Videos with frame rate at 30 and blow are NOT AFFECTED

What I tried (and nothing worked):
* clearing YouTube cache
* clearing YouTube app history
* restarting Google TV Streamer box
* using WiFi instead of Ethernet for Google TV Streamer
* disconnecting my soundbar (using TV sound only)
* deleting unused apps on Google TV Streamer (I only have YouTube and Netflix now)
* changing audio options (Dolby Digital Plus, Dolby Digital, etc.)

---

It seems like it's either Software or Hardware bug on Google TV Streamer,

Because:
* Same YouTube videos @60 frames work fine on:
    * pixel 7 phone, iphone 13, pixel tabled
    * native YouTube app on my TV (LG C3 77")

* my old Chromecast with Google TV 4K

^ this means my Internet connection is not an issue
^ it's not Ethernet and/or WiFi issue, because I tried both
^ videos themselves are not the issue
^ I didn't need to clear cache or do anything else to make videos work on other devices

This leaves us with:
a. My HDMI cable is faulty
^ I doubt it, because if it was a bandwidth issue, I would see dropped frames at 4K@30 and I don't, but I see dropped frames at 720p@60

b. Software or Hardware bug on Google TV Streamer

[Reedith]

Dang thorough respect. You're probably going to get hit with that default response, though. LOL. But in all seriousness, have you tried turning it off and on again?

[eeugene]

Update:

TL;DR: Hard reset fixed video jitters.

---

I did a hard reset (hold power button for ~15sec) and re-installed everything.

It fixed the issue for me.

I see some dropped frames (videos with 60 fps), but it's maybe 0.2% (less than 1%) and at this point it's not noticeable.

I don't know why it worked, because I didn't change anything else about my setup.

I checked the firmware of the Streamer box - it's from August, 2024 (4 month old).

One thing that did change was - the YouTube app itself.

The version (of the YouTube app) I'm running now is: 5.20.300/web_20241209_14_RC00

Which is 1 day old.

My hope is - that was it. There was a bug in the YouTube app and Google fixed it.

I'm not sure if I needed to do hard reset or just restarting the box would work too.

[Dari]

Just to reinstall the youtube app doesn't work. Restore to factory default works.