topic Re: Thumbnails not showing in Streaming

Thumbnails not showing

Mortal — Wed, 09 Aug 2023 09:07:07 GMT

Thumbnails of Many Popular Indian Movies and Shows just don't show up in Google TV Home screen. Just plain text name shows in their placeholders.

However they show up absolutely correct on normal Android TV Home Screen (which I tested on an Android TV that I have).

Sample images attached below.

Re: Thumbnails not showing

Kimy — Mon, 14 Aug 2023 02:43:21 GMT

Hi Mortal,

Thanks for posting here in the Google Nest Community. Kindly try a factory reset for a full clean-up. Set it up from scratch and observe if it still persists. Let us know how it goes.

Cheers,

Kimy

Re: Thumbnails not showing

Mortal — Mon, 14 Aug 2023 02:47:22 GMT

Did a Factory Reset. Tried in other devices running on Google TV too, same problem persists. I guess it's a region related issue (India). Google needs to fix this.

Re: Thumbnails not showing

Kimy — Tue, 15 Aug 2023 02:08:45 GMT

Hi there,

Thanks for the reply, @Mortal. A few questions: what country are you in? Are all the affected contents from India only? What apps are affected? Based on your description, the Chromecast device seems to be working fine except for the content tiles. We need to determine the cause. We look forward to your response.

Thanks,

Kimy

Re: Thumbnails not showing

Mortal — Tue, 15 Aug 2023 04:36:19 GMT

Yes, all the affected contents are Indian only. You might be confused by names like "The Night Manager" in the given screenshots but this particular one is an Indian remake of the British Series (whose thumbnails do show).

All streaming service's apps are affected randomly. It's not one particular app. The General trend seems to be for relatively new content. So let's say a new movie released on Amazon Prime (even as old as 10 Days) doesn't show thumbnails. But content older than, let's say, 3 months do show Thumbnails properly. Same for Hotstar, Zee5, SonyLIV etc. And surprisingly they do show up in Big Banner ads on top but when they are moved below to tiles, they don't show thumbnails anymore.

And yes, Chromecast is fine, there is no VPN. I even tested it in one of my friend's house on his TV running Google TV.

Re: Thumbnails not showing

Mortal — Sat, 19 Aug 2023 04:00:07 GMT

Hi @Kimy , can you please tell whether or not developers have taken up my issue? I have answered your follow-up questions but there hasn't been an update from your side.

Re: Thumbnails not showing

Kimy — Tue, 22 Aug 2023 21:22:37 GMT

Hello Mortal,

I’m sorry for the delay in my reply. Based on your response, you’re not using a VPN, which means you’re in a supported country. Since the steps didn’t help, we'd be happy to take a look into this for you. Please fill out this form with all the needed information and let me know once it’s done.

Cheers,

Kimy

Re: Thumbnails not showing

Mortal — Wed, 23 Aug 2023 04:24:48 GMT

Yes, @Kimy , I am not using any VPN or proxy and using the device in India itself.

I've filled out the form and hope that I do receive response on development regarding the issue irrespective of whether or not it can be solved.

Here are some more sample images of the issue for maybe a better reference.

Re: Thumbnails not showing

Alex_S — Wed, 23 Aug 2023 11:37:08 GMT

Hey Mortal,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon; please continue the conversation there. Let us know if there's anything else on Chromecast we can help you with.

Warmly,
Alex

Re: Thumbnails not showing

Mortal — Wed, 23 Aug 2023 11:46:25 GMT

Sure, @Alex_S . And thanks for engaging.

Re: Thumbnails not showing

Alex_S — Thu, 24 Aug 2023 12:05:11 GMT

Hey there,

It's a pleasure to assist you.

Regards,
Alex

Re: Thumbnails not showing

Mortal — Thu, 31 Aug 2023 10:23:53 GMT

@Kimy , @Alex_S

It's been over 8 days since the last reply in this topic and I still haven't received any e-mail from Google's team to resolve this issue further.

Re: Thumbnails not showing

Alex_S — Thu, 31 Aug 2023 14:22:18 GMT

Hi Mortal,

Apologies for the delays. I’ll follow up on your case with our support team and update you soon.

Kind regards,
Alex

Re: Thumbnails not showing

Alex_S — Thu, 07 Sep 2023 16:26:35 GMT

Hey there,

I see that you’ve already been assisted by a senior specialist via email. Just reply to the email so they can provide you with a resolution. If you have other questions or concerns, let us know.

Best,
Alex

Re: Thumbnails not showing

Mortal — Thu, 07 Sep 2023 17:04:59 GMT

Yes, I am already in conversation with him. Thanks.

Re: Thumbnails not showing

Kimy — Thu, 07 Sep 2023 17:58:11 GMT

Hi Mortal,

It seems that you’re already working with the support team on a resolution. I’m glad that this has been sorted out. Feel free to create a new thread if you have concerns in the future.

Cheers,

Kimy