yashsingh1/xdaforums huggingface dataset:
[Nexus Player Q&A, Help & Troubleshooting] dkflint723:
I have run into an issue when playing video content. Video plays back just fine, but every so often the audio will cut out for about a second or two. Since this started I tried doing a factory reset and this seems to have helped a little, but I still get the occasional drop out. I have noticed this within the youtube, plex, and hulu apps. I don't believe this to be a bandwidth/wifi issue as it is running on my 5GHz band and is at most six feet away from the router.

I have also tried playing back the same content on my chromecast and I run into no issues at all.

I am considering doing a complete factory restore with the img available through google.

Any help is greatly appreciated.

Thank you.
[Nexus Player Q&A, Help & Troubleshooting] uicnren:
Notice it occasionally with plex. I have restored factory image already, did not make any difference for me.
[Nexus Player Q&A, Help & Troubleshooting] voyn:
Same issue here, except that I'm connected via 802.11ac instead of just 5GHz. Factory reset didn't do any good, nor did switching any of the streaming quality settings (within reason) or Direct Play/Direct Stream options in the Plex app. My Chromecast is 6" away from the Nexus Player (both of which are maybe 12' from my router) and is only using 802.11n, yet has no issues with any content/quality. Not a good thing! Hopefully a software update can fix it, and soon.
[Nexus Player Q&A, Help & Troubleshooting] dkflint723:
I guess I forgot to mention. I actually am using 802.11ac across my 5GHz band. Still having issues, but my chromecast has none. I saw there is a new factory image (LRX21V) for the player so I am going to try to restore to it today and see if this helps.

Edit: I updated to latest version, still getting the same issue. Hopefully that can be addressed in a future update. I never would have thought that my chromecast would outperform my Nexus Player, but yet here we are.
[Nexus Player Q&A, Help & Troubleshooting] voyn:
Ah, okay - I gotcha. I had thought 802.11ac used both the 2.4GHz and 5GHz bands at the same time, so I thought when you specified 5GHz it meant you were just using 802.11n. I looked it up again and see that isn't the case. Doesn't really matter I guess, since if our Chromecasts are doing fine on 2.4GHz, the NP should have an even better connection regardless.

Sucks that even the latest software doesn't fix it :( I hope they iron it out soon, because a media player whose audio drops out on a regular basis is not a particularly good one. Might as well go with a Roku.
[Nexus Player Q&A, Help & Troubleshooting] redrim:
FYI

I'm experiencing the same thing with Plex (plexpass version) over ethernet
[Nexus Player Q&A, Help & Troubleshooting] dkflint723:
Yea, sadly I didn't think it would be a networking issue. Hopefully we can get a new build pushed that will fully address this issue.
[Nexus Player Q&A, Help & Troubleshooting] lightlytoasted:
Mine drops pretty regularly in all apps. It's about once every 30 seconds. I have a 20ft optical cable coming out of my TV and I thought maybe there was some degradation going that far in optical. My other players don't have the problem though. I will try output to just TV and see if that still does it.

Maybe we have to RMA?
[Nexus Player Q&A, Help & Troubleshooting] reverik:
I have the same issue. It is in every app. I'm on my second Nexus Player. Both have audio drop out and sometimes i cannot get any sound at all.
[Nexus Player Q&A, Help & Troubleshooting] jdeslip:
I have the same issue with all apps. I RMA'd my first Nexus Player and got a new one; the new one has the same audio drop out issue. Except the new one also reboots pretty much once every couple minutes, too. :-/

I think this is some sort of HDMI connectivity issue. The issue becomes better or worse depending on the HDMI cable I use and the TV or receiver I plug it into on the other end. However, I tried 4 HDMI cables, and none was able to completely stop the audio drop out problem when connected between the Nexus Player and my receiver. The frequency is about once every minute or so and the receiver seems report no audio signal at these occurrences.

Multiple other devices have no issue with the same HDMI ports on my TV and receiver, including multiple chromecasts (which output great un-interrupted surround sound).

I actually like the AndroidTV OS, games etc., but the hardware problems are killing me.
[Nexus Player Q&A, Help & Troubleshooting] dkflint723:
Hopefully this isn't a hardware issue. I am praying that this will be fixed through a firmware update.
[Nexus Player Q&A, Help & Troubleshooting] Munkee915:
are you guys running hdmi through a receiver? I've had my player for about 2 weeks connected directly to my tv in the bedroom with no audio drop issues (at least non that I noticed). I put it in the living room lat night and connected to an HDMI input in my receiver and noticed the audio drops right away. About every 10-15 seconds. I messed with the plex stream settings and tried different apps and all did the same thing. connected to an HDMI input direct to my living room tv and watched an entire movie without issue. I pulled the HDMI cable from my bedroom tv and ran the player through it to my receiver. Audio drops are less frequent but still happening. Right now it seems like my receiver is the common factor in these audio drops. This is very disappointing as I was hoping to order another player to replace my HTPC in the living room. The streaming is great and high quality but the audio issue is a killer.
[Nexus Player Q&A, Help & Troubleshooting] ferganer:
Same issue. Audio started disappearing in YouTube after a few minutes of play.

This is my second Nexus Player. Had to RMA the first one as I was having issues with the remote voice recognition.

Hate being a beta tester. Google should have done beta testing before releasing this commercially.

---------- Post added at 03:18 AM ---------- Previous post was at 03:16 AM ----------

Nope. Mine is connected directly to the TV. It's a good quality 4' HDMI cable, which I had never had problems with.
[Nexus Player Q&A, Help & Troubleshooting] dkflint723:
So I didn't even think to try running directly to my TV until you mentioned it. But now that I am I haven't noticed any audio drops. I am going to keep testing and I'll report back if I notice anything.

Seems very odd that the receiver would cause this issue.
[Nexus Player Q&A, Help & Troubleshooting] Munkee915:
It seems to be a combination of the cable and receiver for me. I tested a few of my cables and all had drops but some less frequent then others. However I did find one that seemed less prone. On first connection there were no drops after 30-40 min and I thought all was well. I disconnected the player to move it to its new home and reconnected the cable and noticed drops about every 2-3 min. disconnected the cable and reconnected, wiggled the cable a bit and secured the connections, did a dance with chicken bones and tried again. I now get no audio drops when watching video or playing games. I have noticed audio drops when clicking through menus though. The whole thing seems very random but I'll take this for now.
[Nexus Player Q&A, Help & Troubleshooting] d2globalinc:
RMA until you get one that works.

Yup - had the same issue with the one I got from the first batch of orders. I tried factory reset, images, etc. No luck - I RMA'd it, got a replacement and no audio cut-out issues now. Same setup, configuration, etc.

- Shane
[Nexus Player Q&A, Help & Troubleshooting] dkflint723:
So after testing for a few days I haven't had any more audio dropout since switching from my receiver to directly into my TV. I still don't understand why this would make a difference, but it does seem to have fixed my issue.
[Nexus Player Q&A, Help & Troubleshooting] Munkee915:
I RMAd mine and should get the replacement today. I'll see how the new one does.
[Nexus Player Q&A, Help & Troubleshooting] Munkee915:
FWIW, still waiting on my replacement but I decided to try moving the NP to the input on my XBox One and see what happens. After 2 hours of testing I did not notice any audio drops when running through the XBOne to my receiver. This may end up being my solution in the end. The input was unused anyway and now I can run something new through the receiver's now empty input.
[Nexus Player Q&A, Help & Troubleshooting] Munkee915:
So the replacement came in. Hooked it direct to the receiver and right away I noticed audio drops. However, once i had it setup and some apps installed I have it a test. Played a few youtube vids, pandora, plex vids. No audio drops while playing anything. moved the player around. Even disconnected and reconnected the hdmi cable a few times. Still no audio drops while any media is playing. This is good. I did notice audio drop out while moving through menus. Particularly if i stopped moving the cursor for a second or 2, the next click produced no audio, but if i moved the cursor around in rapid succession there are no audio drops. It seems that as long as there's a steady stream of audio coming from the player I see no audio issues. I will give it a better test run later tonight and watch a few shows on Plex and see how it does.
[Nexus Player Q&A, Help & Troubleshooting] etnpnys:
I was thinking about this issue over the weekend a bit. On our phones/tablets, we can enable developer options and isn't there an option in there to terminate activities as soon as they are exited?

I noticed on my BRAND NEW NP that I was getting audio dropouts after a morning of playing with the device and installing a few things, letting the kids play the Mickey Mouse game for a while, and then I tried to play Pandora and Google Play Music. I had to reboot the thing to clear up the audio dropouts, which led me to believe that it was a resource (RAM?) issue.

Thoughts?
[Nexus Player Q&A, Help & Troubleshooting] ssbean:
Great after RMA

I was having the same issue (along with the game reboot issue) and got a new device today. I plug HDMI straight into the TV (no receiver setup). After several hours of use, I haven't experienced a single audio dropout. New device seems to have fixed it for me.
[Nexus Player Q&A, Help & Troubleshooting] relaps:
audio dropouts nexus player

mine does this too, connected to a monoprice hdmi audio extractor. it happens about once every 3 minutes or so. I feel like this would not be a problem for any of us if they had just included a toslink output on the nexus player. I bought mine at a local best buy.
[Nexus Player Q&A, Help & Troubleshooting] Jirv311:
Updated to 5.1 and still have a lot of random audio dropouts. I've tried a couple different HDMI cables, hooking it straight to the TV, bypassing the receiver, and it still happens. Mainly during Plex streaming but occasionally during YouTube videos as well through the PBS Kids app.
[Nexus Player Q&A, Help & Troubleshooting] RelicUK:
I just bought a nexus player in the UK from argos last week and i'm getting exactly the same problem! audio cuts out for a second every 5 minutes or so, its incredibly annoying, i have tried 4 different HDMI cables and all the ports on my yamaha amp, even did a factory reset and still getting the same problem. So is the only solution to RMA the device? has anyone got it replaced and the replacement worked?

You'd think with this being released in the UK now they would have ironed out all he problems from the initial release in the US, not happy at all ...on a positive note i absolutely love it! if it wasn't for this (major) problem i couldn't fault it
[Nexus Player Q&A, Help & Troubleshooting] etnpnys:
My RMA works great. So frustrating to go through, though.
[Nexus Player Q&A, Help & Troubleshooting] byronhinson:
Got it in the UK too today and although I really like it. The audio drop outs even annoy my wife. Tried all options such as different HDMI cables and ports but no difference. Guessing my only option will be to return it. Can't live with it as I listen to lots of music.

---------- Post added at 04:56 PM ---------- Previous post was at 04:46 PM ----------

Have you contacted Asus yet. Too late to do it here today but really annoying problem. His anyone may have lived with it I don't know. One thing I've noticed is that the more we use our phones when the nexus is running the more often the audio cuts. UK here too. Let me know if you get a working one
[Nexus Player Q&A, Help & Troubleshooting] etnpnys:
DELETED: Wrong thread! My bad!
[Nexus Player Q&A, Help & Troubleshooting] RelicUK:
I took my nexus player back to Argos and got a replacement, the replacement works fine! no audio dropouts for 2 days so this definitely goes to show there is a fault with some devices
[Nexus Player Q&A, Help & Troubleshooting] BeeSyrup:
Touch wood I've not had this problem with mine. Have we considered comparing serial numbers or build dates etc.?
[Nexus Player Q&A, Help & Troubleshooting] scooterbike:
just returned this one to the store, it suffered from audio dropouts connected directly to the TV, on all apps and menu sounds, it was running 5.1

people that are not getting dropouts, can we compare numbers?
[Nexus Player Q&A, Help & Troubleshooting] srnicd:
A/V Sync

Hi,

I had the same problem with NP. I have just had an unhelpful chat with the Google support. They asked me to connect Np to TV instead to receiver. When I did that drops disappeared. They made a conclusion that the issue is with the compatibility between np and receiver. An it was it.

I returned the connection to the receiver. The sound drop outs continued. Then I tried to adjust the receiver configuration. Under Audio configuration there is a/v sync which was off. I changed it to on and since then I haven't had drop outs. I have a Sony str-dn850 but I believe this setting is common for all receivers.
[Nexus Player Q&A, Help & Troubleshooting] stefjnl:
I am experiencing this as well. a very annoying issue with an otherwise great device. i read about people 'solving' this by bypassing the receiver and plugging it directly in the tv, but that defies the purpose of a media player imo.

tonight ill see if i can find an a/v sync setting in my receiver, as the previous poster suggested. otherwise a firmware update might solve this, although this issue being reported as long back as november and still isnt fixed doesnt make me hopeful.
[Nexus Player Q&A, Help & Troubleshooting] Nephilim3883:
Is there a way to change the audio from 5.1 to stereo? I know I had this similar issue on Xbox 360 and HBO Go.

If it's an HDMI cable issue, maybe getting a gold plated cable would help. If you have an Ollie's bargain store or a Big Lots around then you can usually get nice ones for $4 or $5 which is a great deal.
[Nexus Player Q&A, Help & Troubleshooting] ritchietos:
I just bought a new tv and also have audio dropouts, I never had this on my old tv ! New tv is a (Sony bravia KDL40R480B) and my old tv was a (LG 42LN5204)

And I don't see a option on my tv to turn on/off a/v sync also . I brought my nexus player 11 days ago so i hope there will be a software patch out asap as I I don't have any issues with my other devices connected to my tv .
[Nexus Player Q&A, Help & Troubleshooting] Nephilim3883:
I know there's an option in Developer Settings to change the HDMI to match resolution or frame rate, it's HDMI Optimization. Maybe worth a shot?

Go into About, and keep clicking on Build until Developer Options is enabled. Restart the NP, I believe this option is in the About section. Not reset/factory settings, I definitely saw a Restart option yesterday somewhere within the settings menu. If you cant find it, just unplug for 10secs and plug it back in. Then just go into Developer Options and you should see it listed. It will probably ask to restart.
[Nexus Player Q&A, Help & Troubleshooting] ritchietos:
Well this seems to work for now although it says that this option is only for 4k tv's . I'm gonna test this more out tonight and hope I don't have any audio drop anymore . And also this could be a placebo effect the picture quality seems to be unsharp with this option onn for some reason .
[Nexus Player Q&A, Help & Troubleshooting] Nephilim3883:
Yes, I believe when you choose the frame rate option over resolution, you do sacrifice some quality.
[Nexus Player Q&A, Help & Troubleshooting] ritchietos:
And the audio dropout is back :( pfft, even after a restart this seemed the work one time only on netflix .

I wonder if this problem would be solved by using cm12.1 ? Gonna test this out when i have more time .
[Nexus Player Q&A, Help & Troubleshooting] etnpnys:
Wish I would have caught you in time here... I have still intermittently seen the issue with CM12.1.
[Nexus Player Q&A, Help & Troubleshooting] bentripin:
I enabled an option called A.Delay on my Pioneer AVR and it seems to have resolved the issue; if not it helped alot as I have not heard a dropout in over 24h

I think this is the equivalent of A/V Sync
[Nexus Player Q&A, Help & Troubleshooting] Nephilim3883:
Just out of curiosity, for those getting the audio drop, are you using 2.4ghz wifi? I have a dual band router so I am on 5ghz, I haven't had any issues, except with Pluto TV I have low quality and pixelation/tearing which I think is a problem with the app itself. Other than that, everything plays flawlessly.

The fix could be as simple as getting one of those little USB-Ethernet dongles, as long as your NP is close to the router.
[Nexus Player Q&A, Help & Troubleshooting] bentripin:
My NP has been wired to ethernet since the first moment it was plugged in, so yeah the issue does not reside in the network and it occurs across applications.. In my experience even pandora was dropping out right after a fresh boot and I am pretty sure that only needs minimal resources to operate.
[Nexus Player Q&A, Help & Troubleshooting] etnpnys:
Personally, yes - I'm on 2.4GHz WiFi. But...
[Nexus Player Q&A, Help & Troubleshooting] stefjnl:
im on 5Ghz wifi, and the NP is next to the router. im pretty positive this isnt wifi/ethernet related..

this looks promising! ill check it out when i get home and will post my results
[Nexus Player Q&A, Help & Troubleshooting] jbresee:
I'm struggling with the same issue - that and a crappy resolution problem. I've tried everything in this thread except RMA'ing it. I think I'll do that next.
[Nexus Player Q&A, Help & Troubleshooting] ritchietos:
So i just tested this out on a few receivers and tv's . The only way google can fix this atm is to force sync the audio with the frames as not all the tv"s or recivers can handle a 100 % stable hdmi handshake with the nexus player . you can always us the a/v sync on some recivers or tv's to fix this, or If you have a sony bravia tv you can work around this by using the bravia sync and select a different device and go back so it forces to resync i need to do this every time i want to watch a movie and this is really annoying .
[Nexus Player Q&A, Help & Troubleshooting] stefjnl:
I enabled the A.Delay option on my Pioneer receiver. I watched a 10 minute youtube video without audio drops so i was happy, but then tried Radio Paradise and Google Music and the audio drops came back soon after unfortunately.....
[Nexus Player Q&A, Help & Troubleshooting] foster182:
Hey guys, I bought one of these also and from day one been having drop outs at different intervals. Few seconds to few minutes.

Anyway I've found the best solution is to send to audio to an external dac and connect that to your audio system. I know this might not suit everyone but it works perfect for me now.

Connect an otg cable to the back of the nexus player and buy a cheap usb dac and plug it in.

I'm using a muse da10 because I had it lying around. It also has spdif which connects to my surround sound.

There is also phono out and rca aux so you could still maybe plug in to your tv etc to route sound back in if you don't have a seperate audio system.

Any hope this helps some people.
[Nexus Player Q&A, Help & Troubleshooting] reg44reg:
Cutting audio

I recently bought a NP and had this audio issue. Tried new cables, different ports and still had the issue. In a last ditch effort I tried running the HMDI thru the tv instead of my receiver and that solved my problem. I have a newer model Yamaha receiver (sorry don't have the model number handy), so I'm guessing that's the issue somehow?
[Nexus Player Q&A, Help & Troubleshooting] foster182:
The issue also happens when connecting directly to tv's.

This was the case for me anyway.
[Nexus Player Q&A, Help & Troubleshooting] shumi08:
any resolution for this? NP connected to my Denon receiver, sound cutting off randomly....
[Nexus Player Q&A, Help & Troubleshooting] Silent8Strike:
I'm on my second device and while the issue seems to occur less often it still does. This is with increasing the audio sync delay on my receiver to the point where the desync is noticeable. One thing I noted is that it seems to happen more with certain content than others, like Netflix vs. Kodi.

Anyway I'm pretty disappointed with the hardware quality, I'm not sure if I should try another replacement or just get a refund from Amazon...
[Nexus Player Q&A, Help & Troubleshooting] foster182:
Can anyone confirm if the recent marshmallow update has resolved this audio issue?
[Nexus Player Q&A, Help & Troubleshooting] shumi08:
I truly hope it does. I am still waiting for the update to come through...

Has anyone manually updated NP and experienced still audio being cut off... ?
[Nexus Player Q&A, Help & Troubleshooting] dnalevelc:
I had to RMA my device to get the issue resolved. Seems to be a hardware issue on some of them.
[Nexus Player Q&A, Help & Troubleshooting] Jirv311:
It doesn't. I just RMA'ed my Nexus Player, they sent a new one, and it is working beautifully now. It's most definitely a hardware issue. As long as you're still within your year, just submit an RMA request to Google, they'll call you back in a couple minutes and you can let them know you've done all the troubleshooting required as well as new cables and still have the problem. It was an easy process.
[Nexus Player Q&A, Help & Troubleshooting] shumi08:
Thank you dnalevelc and Jirv311. Upgraded to 6.0 and audio still drops randomly.

I have begun the RMA process and hopefully will get a new device soon. Just wanted to ask, did you encounter the audio dropouts while plugged in to a receiver or directly to a TV? My audio drops only when connected to a receiver, and I think I read somewhere in the thread, that they don't support NP connected to receivers! Just wondering if they will still exchange the device, as if they test it connected directly to a TV it will work fine...

thanks again guys!
[Nexus Player Q&A, Help & Troubleshooting] BeeSyrup:
Hmm, I'm slightly concerned. I experienced 4 audio drop outs last night whilst watching some videos (on both YouTube and Kodi) since flashing Marshmallow to my NP.

I had not experienced audio drop outs before on the device having owned it for over a year and it is definitely something I would have noticed; so it's absolutely caused by the Marshmallow update. :confused:

I have since rebooted the NP and watched about 10 mins of video on YouTube before I had to leave for work and (fingers crossed) I didn't notice any dropouts in those 10 mins but will be paying keen attention when I use the NP next.
[Nexus Player Q&A, Help & Troubleshooting] shumi08:
BeeSyrup, what is your NP configuration? are you connected directly to a TV, or going through a receiver...
[Nexus Player Q&A, Help & Troubleshooting] BeeSyrup:
NP to HDMI switch that has HDMI out to my TV and optical out to my 5.1 receiver. But this config hasn't changed from day one.

The only thing that changed was I added a wireless USB keyboard receiver dongle on the same day I flashed Marshmallow to the OTG cable connected to my NP, but I doubt that's causing it, though I might remove it and test if I get any more drop outs.
[Nexus Player Q&A, Help & Troubleshooting] shumi08:
Hey BeeSyrup, what was eventually the issue?
[Nexus Player Q&A, Help & Troubleshooting] shumi08:
Hello,

Got my new device through RMA - works perfect until now, even when connected through the receiver. :good: