Why can’t I hear the game audio in preview and my recording video clip?

Following troubleshooting take GC553 and GC553G2 as an example: 

1. Physical connection:

First,  we do not recommend using signal converters/adapter/splitter on your setup. Please remove those converters/adapter/splitter on your set up.

Make sure the game console outputs game audio from HDMI output. Disconnect your microphone or headset from game controller, camcorder, or bluetooth from iPad, mobile phone...etc

Additionally, if you are using GC553G2/GC551G2, are you connecting both the HDMI input and line input to the GC553G2 at the same time? Please note that the GC553G2/GC551G2 only supports one input at a time, with the default being the AUX input.

If you are using PS5, you can connect PS5 game audio from PS5 game controller to GC553G2 line in, and connect your headset to GC553G2 line in port.

Notes: Please note if you connect your headset on PS5 game controller, the PS5 game audio will not go thru HDMI then GC553G2 cannot receive PS5 game audio.

2. Game console setting:

2-1. PS4/5 supports only one audio output at a time (via HDMI, USB headset, or controller). If you connect a headset to the controller, all audio will play through the controller, causing no sound to pass through the recording device.

2-2. We recommend connecting your headset to your computer to hear the sound through AVerMedia's recording device and to hear it via the software you are using.

2-3. If issue persists, try disconnecting all cables, then restart your PS4/5 and computer. Then, try setting up the devices again.

3. OS setting

Checking if AVerMedia device capture audio: Go into the Sound setting menu, connect HDMI video source, then see if AVerMedia device capture audio (volume bar flash detected)




If you are using macOS, you can follow the below illustration (Notes: Choose Live Gamer Ultra as Sound input device)



4. Software setting

If you are using Streaming Center, please enable monitoring audio source below


Please check the setting profile:

Streaming Center: Please refer to this tutorial video
OBS Studio:  You can follow the below OBS Studio installation guide: 
Windows: How can I set up GC553 with OBS Studio in Windows
macOS: How Can I Set Up GC553 with OBS Studio macOS

In short, you could add Live Gamer Ultra (GC553) as Audio input device in Source section, and choose Monitor and Output in Audio Monitoring by going into Mixer icon.


5. No audio on pass thru monitor

Check if the HDMI monitor connected to the capture card's HDMI output has built-in speakers. If the connected monitor does not have speakers (thus cannot play audio) and has no HDMI pass-through setting (Input Source > Capture Card > Monitor), the audio output for the capture card is blocked, and the software preview won't receive audio.

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