Sound stops working with Google TV Streamer

[mjolnir]

I love the new Google TV Streamer. But it's randomly stopping the sound when I sometimes switch to different apps. I have a new Samsung TV and a Sony soundbar, new HDMI cables. Google Streamer is plugged into HDMI 1 on the sound bar and sound at to HDMI 3 on the TV. Worked fine before with Chromecast, all I did was swap out the device. Tried changing sound settings but still happens. Can't seem to pin it to a specific app.

Thank you!

[wvgambill72]

I had that exact same issue the only way to to fix it was to reset the streamer or unplug hdmi and plug it back in again but then it hours later or maybe the next day it would do it again i just got so frustrated with it that i sent it back for a refund the changes weren't worth all the trouble  

[nerys]

Hi mjolnir,

Thanks for posting in the community!

I'm sorry to hear that the audio on your new Google TV Streamer occasionally stops when you switch apps. Don't worry; I'm here to help! Just to get started, I'd like to confirm some details with you. Can you please help me answer the next questions?

• Are you streaming content from a computer, laptop, mobile device, or tablet?
• Have you tried using a different HDMI port on your TV?
• What exact audio settings did you change?

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further!

Best regards,

Nery.

[mjolnir]

Hello Nerys! 

• I'm streaming from the Google TV Streamer (4K) to my Sony HT-ST5000 7.1.2ch Dolby Atmos/DTS:X  Soundbar into the standard HDMI 1 in port.
• My Samsung 77" S95C OLED 4K is connected to the HDMI in port (eARC/ARC). 

This is how it is shown to be set up via the Sony soundbar. If you look at the link below you can see in the manual it's step #2, the "Yes" option. In the diagram they show a blu ray player connecting to that slot, but it is the same for any streaming device.  https://www.sony.com/electronics/support/res/manuals/4687/3e3e599d110bedd22ea7eac66de05d3b/46878361M...

I have tried the other HDMI ports with no difference. I have the soundbar and TV set to automatically play any sounds inputted to them.

It's really hard to figure out, because it happens randomly across any app. Sometimes it will go a few days without doing it and then happens again. I end up rebooting the streamer to fix it.

Thank you in advance!

[wvgambill72]

Basically same setup as mine but Vizio tv and Vizio soundbar for me

[jstrankinga1968]

I am experiencing the same issue with a Samsung TV (Q60) and a connected Samsung Soundbar (Q600) via HDMI ARC. Losing sound completely or audio sync issues.
Did factory resets on all devices, which fixed the issue, but only temporarily. In fact the samsung TV for some reason only recognizes the streamer as a PC after resetting.

Previous 4K Chromecast didn't have any issues.

[mjolnir]

So one thing I tried and so far is working is that I disabled all the sound options on my Google Streamer except for the Digital+, Dolby® Digital, Dolby option and so far so good. It's possible that jumping between sound options when I went between different apps caused this, and it's only been one day but so far so good. So I guess try doing the same thing and matching it to the best setting on your soundbar, which I think would be "True Dolby Atmos Sound" (I'm just getting that from the Samsung website, you'd have to see what matches in the sound settings.

[Cybarber]

Same problem here with sonos soundbar. Either powering up device or choosing different hdmi port then hoing back to the streamer hdmi port restores audio for an hour or so

[mjolnir]

So unfortunately my previous solution only worked for a while. One interesting thing is that if say I lose sound on Hulu, leave the app, go to the main screen, I can hear the sounds it makes when you scroll the other apps. Jump back into Hulu and the sound is back. But still no rhyme or reason to it. This happens with any app and is totally random.

[Jontehedning]

Here is another frustrated user.

Tried every possible combination on streamer Audio setting.

Hdmi over earc to soundbar from tv and soundbar to streamer.

Also tried streamer in different hdmi.

Sound gets sileced for a sec and comes back while soundbar display what input like it first time it receive sound so definitely connection issues.

Doesnt matter if its Netflix, Max, Prime or Plex as source.

[Keoni8888]

Same problem as everyone else, and have tried many combinations to get it to work. The sound will randomly go out (but I do hear a few faint clicks coming out of the speakers) and I need to unplug the HDMI to get it back. I am using a Sennheiser Ambeo Max sound bar. Have tried different inputs as well as replaced the cable.

[nerys]

Hi everyone,

Thanks for your comments about sound situations with your Google TV Streamer!

Our team is still investigating some situations like this that some users have reported. While we continue working to resolve it soon, our team highlights the importance of using HDMI 2.1 capable A/V equipment (TV, A/V receiver, or soundbar) with a certified HDMI 2.1 cable for optimal performance.

I also share with you the main thread where we're posting updates regarding audio and video situations with Google TV Streamer. I invite you to take a look at the thread to stay tuned for any updates we post.

In the meantime, if you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!

Best regards,

Nery.

[espanke]

Hi 

I'm also lose the ARC when I power off the Samsung TV, Streaming unit, and Denon amp. When I turn it unit back on, only sound I get is through the TV speakers. I have to remove the power source, wait a minute, turn the power back on and it works again. I have the same setup downstairs and moved my Google streaming unit there, exact same issue.

Ed

[MapleSyrup]

Hi there.

I have the same issue, with a Google Streamer connected with an ethernet cable and a 2.1 HDMI cable connected directly to my Samsung TV, on which I've set the sound to "PCM", I have no other device responsible for sound.

I notice that regularly apps stop producing sound (Netflix, HBO Max, Crunchyroll), Plex stays working for some reason. Powering the device off and on does not help. A normal restart doesn't either. The next morning sound in apps usually works again (for example, this morning. Yesterday evening no sound in most apps, this morning it works again).

Before using the Google Streamer, we were using a Google Chromecast with Google TV (4K), which never had any issues with sound in apps.

I've also tried forcing audio in the Google Streamer to stereo (manual option, disable all surround), or setting Dolby / Dolby DTS (it says they are supported) as only options it can use, no change.

[wvgambill72]

Got another google streamer 4k thinking maybe i got a bad unit or did something wrong but by end of the 2nd day here come the sound issues again just like the 1st one my tv has 4 settings pcm passthrough which as we all know dont work with with the new one dolby audio and auto tried them all then then tried hooking it directly to my dolby atoms soundbar still same issue so took it for refund at point im done with anything to do with google never had one single issue with amazon fire tv or apple tv which apple tv is what i have now 

[MapleSyrup]

Er yeah.. I am not willing to give up just yet, I am hoping for a fix/workaround.. something 🙂
I expect a firmware update could fix it as the Chromecast did not have this issue, but maybe someone in the community stumbled upon something as well.

So PCM does not work? I have it on PCM in my TV settings. Should I select Dolby Digital?

I have some more options, but I am not sure what I should change, if anything.

Should I enable Dolby Atmos? I notice that if I do, that's enabled with the Google Streamer as well.

I could perhaps set my TV to Atmos and then force the Streamer to only use Atmos?

*update*, as it seemed logical, I've set my TV to Dolby Digital + Atmos enabled and I've set Chrome Streamer to "Manual", then enabled only "Dolby Atmos with Dolby Digital Plus" under the 'Supported Formats'..

[nerys]

Hi everyone,

Thanks for your comments!

I understand this situation is persisting even when using a certified HDMI 2.1 cable. Our support team would like to know more about this situation. Feel free to fill out this form. When you complete the form, you will be in contact with our customer support team, which will assist further with this matter.

In the meantime, if you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!

Best regards,

Nery.

[mjolnir]

I did the same thing, I set the TV and the streamer to Dolby Atmos and so far so good. 

[MapleSyrup]

I won't fill out the form just yet. After setting my TV to Dolby Atmos and forcing the Streamer to use Atmos as only output, we've not had issues *knocks on wood*..

[MapleSyrup]

I have not had issues since Thursday, since setting my TV + Google Streamer to Atmos (TV output + Streamer manual forced).

[MapleSyrup]

I thought I had it fixed by setting TV + Streamer to Atmos, but during the weekeind the issue popped up again.

I "fix" it currently by re-plugging the HDMI cable from Streamer to TV, then switch back to the Streamer as source and all is well, for a bit.

During the issue, I noticed that my TV output is set to PCM only and I can't select anything else. When it works again, it's set to Dolby Digital.

[WaltInGrid]

I discovered this thread and me too am having the same issue. When switching apps, the sound is often gone. Restarting the TV, our Marantz receiver and Google Streamer does get it working again but it's not a very comfortable situation for a device I have since less than a week. 

Contemplating sending the Streamer back if no solution is forthcoming 

[mjolnir]

What fixed it for me was when they released a new upgrade to the streamer that let you choose Dolby Digital Atmos, and I set my soundbar the same way, and now I have no issues. But could not fix it before the last upgrade. So give that a try.

[MapleSyrup]

I now used the new option to force output in Android settings, I set it to PCM and have not had problems for a while.

[martinpoit]

Same problem with chromecast with google tv since a few months.  Suddenly when changing apps the sound is gone.  Current solution: restart the chromecast.  But this needs a permanent fix.

[mjolnir]

What fixed it for me was when they released a new upgrade to the streamer that let you choose Dolby Digital Atmos, and I set my soundbar the same way, and now I have no issues. But could not fix it before the last upgrade. So give that a try.

[WaltInGrid]

We have unfortunately an old Marantz receiver which only supports PCM as input. Nevertheless, I have limited the lost of allowed protocols in the Streamer to 1 being Dolby Digital - only and sending to the receiver as PCM. 

2 days have passed since and for now I haven't had any issues since yet. Let's hope it remains like that 😀

[WaltInGrid]

By replying here 2 hours ago I jinxed it I guess because it manifested again and I just spend 2 hours trying to get the audio back.

However, I think (at least I hope) that I have a solution which suddenly brought sound back to every app on my Streamer.

The issue is not related to apps as such but related to CONTENT within apps. Everything which is  plain stereo-only always worked fine. The issue was with any content with Dolby Digital (Plus), DTX or other fancy letter combinations.

Solution : in the Streamer I put PCM output to my receiver (simply because my old receiver doesn't support the fancy protocols but I think that had nothing to do with it). I put audio protocol support in the Streamer to automatic (so no limitations).

Now here it comes: make sure you go to VIDEO settings and set "Content frame rate matching" to "none".

After that all apps but 1 worked again for me. The one remaining didn't because it had internally a similar"video frame rate matching option" which was on.

Why it works? Frame rate matching heavily influences frame construction and keeping poses limitations on video and audio syncing if badly implemented. I'm suspecting the Streamer has a bug in this regard. Why it sometimes worked with frame rate matching on and sometimes not I have no idea.

I hope this concludes my struggle with this and I don't need to report back in a few days it's not working again 

[martinpoit]

I tried this, but did not work.  Don't have an exterlan receiver, just a recent 1yo LG tv.