YouTube Sound Not Working On Chromecast

[jstern111]

I have a new issue with YouTube on my Chromecast with Google TV (4K). I can watch videos on YouTube in the native app without issue then part way through a video (this occurs at random points with any video), the sound goes dead. The video continues to play.

The only way to resolve it is to restart the Chromecast by pulling the power.

Any ideas on how to fix this as it is proving to be quite disruptive.

[ciprianocoche]

Hi jstern111,

Thank you for reaching out to the Google Nest Community team! I'm sorry to hear about the inconvenience you’re facing with the audio while playing YouTube on your Chromecast device. I will do my best to help you find a solution.

To better understand the situation, please help me by answering the following questions:

1. Is the TV connected to an external receiver, soundbar, or speakers?
2. Do you use an HDMI monitor?
3. Does this happen only with YouTube? Or does it happen with other apps? 

Also, I will send some troubleshooting steps; please give them a try:

• Try to use a different HDMI input.
• Make sure the firmware version of the Chromecast is up-to-date.
• Cast the same Chromecast device on a different TV (if possible).
• Uninstall/Reinstall the YouTube app on the Chromecast device. 
• Clear the cache on your Chromecast with Google TV 

Please feel free to let me know once you're done.

Best Regards, 
Jonathan

[jstern111]

Hi Jonathan - Thanks for the response.

My TV is not connected to any other external speakers; The Chromecast uses HDMI; The issue only occurs with YouTube and always part way through something I am watching and appears to be totally random.

I have tried all of the trouble shooting steps you suggested (including a full factory reset of both the Chromecast and TV) and the issue is still there.

Any ideas on what to try next?

[ciprianocoche · Accepted solution]

Hi jstern111,
 

Thanks for the update. Since the previous steps haven't resolved the inconvenience, I'll send you some others to try:

• You can add another account on your Google TV interface while using the Chromecast device. This will help us see if the situation is related to your account.
• If the audio problem continues, you might need to communicate with the YouTube support team since you've already performed a full factory reset on the Chromecast device.
• Please verify before contacting the other support team how other streaming apps already installed on your Chromecast work with the audio. If this is a general situation, then we need to move forward and find another resolution.

Please feel free to let me know once you're done. I hope this helps!
 

Best Regards,

Jonathan 

[jstern111]

Hi Jonathan - We have multiple accounts already on the device. Mine is the most used and has the issue but doesn't mean that the others don't have the issue. I will keep an eye out to see if they do it. In regards to other apps, they are fine. It is only YouTube that appears to have the issue. I will make contact with the YouTube support anyway to see what they make of it. Thanks for your help so far!

[ciprianocoche]

Hi jstern111,
 

Thanks for the reply! 

I will wait for any update as soon as you get any resolution from the YouTube support team. 

Please feel free to let me know once you're done.

Best Regards, 

Jonathan