topic Re: Google home app “problem connecting to cloud” in Streaming

Google home app “problem connecting to cloud”

FIXITFERN — Fri, 04 Nov 2022 02:15:33 GMT

Trying to place ambient pictures on my google tv

it describes me having to go to the app and select the tv and press on the gear icon when I do “problem connecting to cloud “ pops up need help fixing this

Re: Google home app “problem connecting to cloud”

chtom — Mon, 07 Nov 2022 15:48:31 GMT

I'm having the exact same issue. I've opened a case with Google and they've escalated it to a higher tier support team, but so far no response or solution.

Re: Google home app “problem connecting to cloud”

JenniferV — Wed, 09 Nov 2022 18:12:53 GMT

Hi folks,

Thanks for reaching out. Let's sort this out.

FIXITFERN, could you please try to uninstall and reinstall the Google Home app. If the issue persists, please force close the Google Home and relaunch it after 2 minutes.

chtom, do you have the existing case ID of your interaction from our support team so I can have it reviewed?

Thanks,

Jennifer

Re: Google home app “problem connecting to cloud”

chtom — Wed, 09 Nov 2022 18:30:49 GMT

Hi Jennifer,

Here's the case ID they sent me: 0-9444000032895

Thanks for looking in to it!

Re: Google home app “problem connecting to cloud”

JenniferV — Wed, 09 Nov 2022 23:54:43 GMT

Hey chtom,

Thanks for providing your case ID. I'll check and review this in our end and get back to you.

Regards,

Jennifer

Re: Google home app “problem connecting to cloud”

RyanPirolloS — Thu, 10 Nov 2022 16:23:49 GMT

Same exact issue here with the TV added to home & a room so it's clear that this is a Google Home app issue.

Problem is reproducible with a brand new iphone 13 and after reinstalling the app 3 times.

TV is a Hisense A68H.

Re: Google home app “problem connecting to cloud”

goodedp72 — Fri, 11 Nov 2022 23:54:00 GMT

I’m having the same problem with two new Sony Bravia Google TVs. Both show “problem connecting to cloud” when using Google Home on mine or my wife’s and daughters iPhones. Interestingly, I pulled out an old Chromebook and loaded Google Home and the problem doesn’t exist. It appears to affect iOS only (at least in my case)

Re: Google home app “problem connecting to cloud”

JenniferV — Mon, 14 Nov 2022 23:21:31 GMT

Hi folks,

chtom, I've checked your case and it shows that it is consulted to our Senior support team. I've also reached out to the representative who's handling your case. He will send you an email anytime soon to give you an update about your case.

RyanPirolloS and goodedp72, I'm sorry to hear about that. Could you please try to use a different Google Account and check if the same issue persists? Using a different mobile phone might also help.

Thanks,

Jennifer

Re: Google home app “problem connecting to cloud”

goodedp72 — Mon, 14 Nov 2022 23:51:22 GMT

Hi Jennifer, it seems like it’s only affecting Google Home on our iPhones (and only two of our four televisions on Google Home). The problem persists across four Google accounts on four different iPhones, all logged in as members of the same home. Hope this makes sense.

However, the problem doesn’t exist on our Chromebook (again tested across all four email accounts)

Re: Google home app “problem connecting to cloud”

goodedp72 — Mon, 14 Nov 2022 23:52:27 GMT

Here’s a screenshot

Re: Google home app “problem connecting to cloud”

JenniferV — Mon, 14 Nov 2022 23:58:08 GMT

Hi goodedp72,

Yikes! We'd like to dig deeper into this. Could you please fill out this form and let me know once you're done?

Thanks,

Jennifer

Re: Google home app “problem connecting to cloud”

goodedp72 — Tue, 15 Nov 2022 00:05:48 GMT

Thanks Jennifer. I just submitted, thanks

Re: Google home app “problem connecting to cloud”

JenniferV — Tue, 15 Nov 2022 18:55:36 GMT

Hello goodedp72,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon so, keep an eye on your inbox.

Thanks,

Jennifer

Re: Google home app “problem connecting to cloud”

goodedp72 — Wed, 16 Nov 2022 13:07:46 GMT

It’s a long shot, but curious if anyone on this thread has the new Google WiFi Pro. I only ask because I installed mine a few weeks ago. Not sure if any correlation with the Problem Connecting to Cloud issue

Re: Google home app “problem connecting to cloud”

Mekhi — Thu, 17 Nov 2022 11:37:11 GMT

I’m having the same issue as well not only on the google WiFi but with my AT&T Fiber gateway as well. I believe the issue is with Google and their app, I don’t have any other explanation for these issues.

Re: Google home app “problem connecting to cloud”

RyanPirolloS — Thu, 17 Nov 2022 16:33:50 GMT

Great job goodedp72, the problem indeed is only with iOS devices.

I was able to connect properly via a Chromebook but then ran into a different issue where you are unable to select albums for ambient mode which was the whole point of this: https://support.google.com/googletv/thread/143730000/google-tv-ambient-mode-is-stuck-displaying-the-gallery-even-after-i-set-it-to-display-my-album?hl=en

There have been some people that were able to resolve the issue by reinstalling the app & disabling auto update in order to temporarily stay on an older version of the app in order to have it work again but this is extremely annoying. I am very disappointed with the functionality of these apps and can't believe how difficult it is to simply have a Google TV show a selected Google Photo (or any image at that) as a screen saver.

Any alternatives are welcomed

Re: Google home app “problem connecting to cloud”

goodedp72 — Thu, 17 Nov 2022 16:36:30 GMT

Thanks Ryan…maybe we’re getting closer to a solution. I take some solace in knowing that it’s not anything on my end, but instead appears to be a system issue of some sort

Re: Google home app “problem connecting to cloud”

JenniferV — Thu, 24 Nov 2022 21:45:31 GMT

Hey there,

goodedp72, I can see that you're currently working with one of our Senior Support team. Please continue the conversation there so they can further assist you.

RyanPirolloS and Mekhi, please also fill out this form so we can further check this in our end.

Thanks,

Jennifer

Re: Google home app “problem connecting to cloud”

JenniferV — Sun, 27 Nov 2022 22:43:42 GMT

Hi RyanPirolloS and Mekhi,

We haven't received your form — were you able to fill it out?

Regards,

Jennifer

Re: Google home app “problem connecting to cloud”

RyanPirolloS — Mon, 28 Nov 2022 18:44:25 GMT

I have filled out the form & can confirm the issue is still reproducible.