topic Re: Black screen flicker in Streaming

Black screen flicker

Mjbennion — Fri, 20 Oct 2023 00:15:28 GMT

Hello!

I just bought 2 Chromecast ultras and encountered this repeated issue.

Screen cuts to a black screen with a buffering wheel for a few seconds. I know it’s not buffering because the media is still casting continuously because I miss part of the show, so I know it isn't actually pausing it and then continuing.

Actions taken:

I’ve changed HDMI ports
Reboot the chromecast
Both are in Samsung TVs but different models.
wifi connections reset.

Re: Black screen flicker

Kimy — Wed, 25 Oct 2023 00:27:09 GMT

Hi Mjbennion,

Thanks for posting and for being a step ahead of us. Based on your description, it seems that this is happening on both Chromecast Ultras. For that, we need to check for possible network-related issues. A fast and consistent internet connection is not immune to DNS issues, server latency, IP address conflicts, etc. We can isolate it by disconnecting your Chromecast Ultra from your Wi-Fi and connecting to a different network. You can use a mobile hotspot if there’s no other network available.

Let us know how it goes.

Thanks,

Kimy

Re: Black screen flicker

Mjbennion — Thu, 26 Oct 2023 17:21:29 GMT

Thanks Kimy for the response. I gave that a shot but the issue persisted on both. It was reproduced pretty quickly in watching the first video content. To be clear, since the streaming content doesn't actually pause or stop, the screen just goes black, I don't think it's an internet connection issue but rather with the display components. To try to isolate that, I also am able to stream seamlessly from the native TV apps so it points back to something wrong with the display components. What's odd... is it happens on BOTH ultra devices I have on BOTH TVs.

Re: Black screen flicker

Kimy — Thu, 26 Oct 2023 21:46:25 GMT

Hello Mjbennion,

Thanks for the reply. Since the steps didn't work on your end, 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.

Regards,

Kimy

Re: Black screen flicker

Alex_S — Tue, 31 Oct 2023 14:00:19 GMT

Hey there,

We haven’t seen your form submission come through—were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Best,
Alex

Re: Black screen flicker

Mjbennion — Tue, 31 Oct 2023 20:56:46 GMT

just submitted. I missed that reply last week, thanks for following up.

Re: Black screen flicker

Kimy — Wed, 01 Nov 2023 00:14:46 GMT

Hi Mjbennion,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Let us know if there’s anything else we can help you with.

Thanks,

Kimy