topic Re: Set up remote buttons. Something went wrong. in Streaming

Set up remote buttons. Something went wrong.

Roblackpool — Thu, 02 Nov 2023 15:24:35 GMT

Hi guys, I started out with 1x Chromecast HD on our Living Room TV (Samsung). Liked it, moved it to our Study TV (Samsung), bought another HD device for our Bedroom TV (Sony), and bought a 4K Chromecast to replace the HD on our Living Room TV. In addition, I bought an ethernet adapter for the 4K straight into our Google Pro Router, to make sure we had best possible connection.

The 4K Chromecast is set up fine, although the remote won't pair with the TV. I am getting the same problems outlined in this thread, which was supposedly fixed back in Jun-23: https://www.googlenestcommunity.com/t5/Chromecast/set-up-remote-buttons-something-went-wrong/m-p/451018#M45288

The Remote will turn the TV off (although I don't know if it's just turning the Chromecast off and the TV goes off with it), but can't adjust volume or change source.

When I try to Add Device to assign the volume buttons, I get to the "TV / Soundbar / AV Receiver" selection screen, then (no matter which I select) within 1/2 second I get the "Something went wrong." error.

The fixes/troubleshoot in the above thread do not work for me. I have tried everything...

- Update firmware (Chromecast and Remote)

- Clear IR Service cache

- Factory reset: TV (twice - in case it was still somehow IR paired to the HD Chromecast remote), Chromecast (more times than I can count), Remote (again, more times than I can count).

I've even tried moving the 4K Chromecast to the Study TV and try to pair it with the TV in there, no joy.

I bought a new 4K Chromecast this morning, to see if it was an issue with that particular device, and same problems with the new device, despite trying all of the fixes again.

The 4K Chromecast is connected to an eArc HDMI port, and CEC is enabled in my TV's settings.

It's extremely frustrating. Because the Study TV remote is set up for Samsung, if I take that remote through to the Living Room, I can control the TV sound with the side buttons... but of course, it won't control the 4K Chromecast. Even tried setting up my 4K Remote to the Study TV (so it's set to work with Samsungs) and then forget/re-pair to the 4K Chromecast, but that wipes the settings.

Any help very much appreciated!

Re: Set up remote buttons. Something went wrong.

Kimy — Mon, 06 Nov 2023 22:39:58 GMT

Hi Roblackpool,

Thanks for posting and for being a step ahead of us. I’m sorry for the trouble, and this is not the experience that we wanted you to have. That thread you shared was the initial approach but was only applied to the 4K version of Chromecast with Google TV. And since there are still a lot of users that were affected, another rollout of patch fixes was sent, this time for both versions (4K and HD). The rollout should’ve been completed already, as it was estimated to be completed by the end of October. You can do a factory reset one last time to see if it helps. If it still persists, we may need to forward this to the support team.

We look forward to your response.

Thanks,

Kimy

Re: Set up remote buttons. Something went wrong.

nomatterhwat2k — Sat, 11 Nov 2023 14:03:02 GMT

Same problem here. Tried everything.

Re: Set up remote buttons. Something went wrong.

narse — Sun, 12 Nov 2023 13:48:34 GMT

Same problem here, factory reset after update, but still same error. Previous HD model worked, bought the 4k model and it has this has the problem.

Re: Set up remote buttons. Something went wrong.

Kimy — Sun, 12 Nov 2023 21:45:50 GMT

Hi folks,

Kindly check if your Android TV OS build is STTK.230808.004.10714782, then perform a factory reset one last time to see if it helps. If it still persists, we may need to forward this to the support team.

We look forward to your response.

Regards,

Kimy

Re: Set up remote buttons. Something went wrong.

Roblackpool — Sun, 12 Nov 2023 22:06:45 GMT

I finally managed to find a solution to this.

It took a further 2x replacement 4k Chromecasts with Google TV.

All 3 were bought within a month of one another (Oct-23) and, therefore, you could conclude its a batch issue. Unfortunately, of the two faulty products, one was bought from Google direct online, and the other from Argos.

Irrespective, they're expensive and I've been round the houses with Google customer service being completely incompetent.

Hope you guys get it sorted, I wouldn't rely on Google to do anything useful. Don't let your return periods lapse....

Re: Set up remote buttons. Something went wrong.

narse — Sun, 12 Nov 2023 22:08:48 GMT

Yes, I can confirm that that is the TV OS build number that I have and another factory reset makes no difference. Still the same error.

Re: Set up remote buttons. Something went wrong.

Roblackpool — Sun, 12 Nov 2023 22:09:37 GMT

Just to confirm, I have concluded its an issue with the device itself. And I fixed it with a new one, but I also tried setting up via a hotspot connection rather than ethernet or wifi. That's all I changed, so I'm convinced it's an issue with the product which Google seem to be ignoring.

It's not like I (we) are the only ones

Re: Set up remote buttons. Something went wrong.

Kimy — Mon, 13 Nov 2023 01:31:53 GMT

Hi there,

Thanks for sharing, @Roblackpool. If it fails, my next course of action is to refer this to our support team. They can decide if it needs to be replaced then.

@narse, we appreciate your efforts. Since this is still happening despite trying the steps I suggested, 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 so I can forward it to our support team.

Best,

Kimy

Re: Set up remote buttons. Something went wrong.

narse — Mon, 13 Nov 2023 08:42:17 GMT

Thanks, I have completed the form. I do have a support case raised too and have provided details on the form. The support case has initiated a return on the remote only, so despite 2 hours on a chat with them they don't seem to understand the problem. The problem is with the chromecast hardware or software. All my HD models still work correctly and can map the remote buttons without error. They are on the same wifi and work on the same TV as the 4K is failing on. I have also paired a remote from the HD with the 4K, and that still fails.

Re: Set up remote buttons. Something went wrong.

Kimy — Tue, 14 Nov 2023 22:28:53 GMT

Hello narse,

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

Re: Set up remote buttons. Something went wrong.

nomatterhwat2k — Thu, 16 Nov 2023 10:25:24 GMT

I have filled out the same form. Should I seek and expect a return, or should I wait for an update to the device?

Re: Set up remote buttons. Something went wrong.

narse — Thu, 16 Nov 2023 13:53:22 GMT

Hi, I haven't received an email yet, is there any update?

Thanks

Re: Set up remote buttons. Something went wrong.

Kimy — Thu, 16 Nov 2023 18:08:47 GMT

Hi there,

We got your form, @nomatterhwat2k. Thanks for filling it out. Kindly wait for our support team to reach out to you via email anytime soon.

@narse, I’m sorry for the delay. Kindly give it a couple of days, as the support team continuously receives cases that we endorse from this community and other communities with Google products. Thank you for your patience and understanding.

Cheers,

Kimy

Re: Set up remote buttons. Something went wrong.

narse — Mon, 20 Nov 2023 08:52:03 GMT

I still haven't been contacted. It seems like either a hardware fault on the Chromecast or a software problem. Is it known what it is yet? From another comment in this thread it sounds like it maybe a hardware problem with some units. Is it worth arranging for a return/ replacement device?

Re: Set up remote buttons. Something went wrong.

Kimy — Wed, 22 Nov 2023 01:48:00 GMT

Hi narse,

We appreciate the update. I’ve checked with the support team, and it seems that they already reached out to you via email yesterday, November 21, 2023. Kindly check your email.

Let us know if you still have other concerns.

Thanks,

Kimy

Re: Set up remote buttons. Something went wrong.

narse — Wed, 22 Nov 2023 13:05:21 GMT

Thanks, they did respond after my comment asking me to order a new one and return the faulty one. I would prefer now to just return the 4k model and get a refund, but they are telling me that I can't do that. I have asked them why as it is still within 14 days of purchase.

Re: Set up remote buttons. Something went wrong.

nomatterhwat2k — Wed, 22 Nov 2023 13:53:02 GMT

Haven't heard from the support team yet. What is up?

Re: Set up remote buttons. Something went wrong.

Kimy — Thu, 23 Nov 2023 19:51:13 GMT

Hi folks,

@narse, kindly coordinate with the support team. We here in the community can only provide answers to questions and advice for troubleshooting steps as we can to help. The support team can provide warranty claims and refunds. After all, they’re also our go-to people when we need help ourselves.

@nomatterhwat2k, I’ll make a follow-up on this. In the meantime, please give it a few more days.

Regards,

Kimy

Re: Set up remote buttons. Something went wrong.

narse — Fri, 24 Nov 2023 08:29:00 GMT

@Kimy Regarding "The support team can provide warranty claims and refunds. After all, they’re also our go-to people when we need help ourselves." - If only this were the case. I have arranged a call back who put me through to a German speaking team (I don't speak German). I have setup 2 web chats who both closed the chat without typing anything at all. I arranged a final call who couldn't help, but said that they would email me back when they have managed to find the team that can un-block the return, but I haven't heard anything back in the last 2 days.

My worry is that no-one at your end will be able to help before the return period expires. I can't believe how long I have had to spend trying to fix this and how ineffectual the Google support processes seem to be. The only people who are contactable or who respond do not seem to be give the ability to actually fix anything. The teams that apparently can are un-contactable and don't respond to requests for anything less than 48 hours.