How do I fix “Problem connecting to cloud” error in google home app on ipad

[jcgaskil]

I have the Google Home app on my iPad. I use it with my Sony Bravia google television. When I select the television on the app and then the settings (gear) the app returns “Problem connecting to cloud”.  Has anyone seen this before and how do I resolve it?  This issue also occurs on my iPhone.  I've tried the same steps on a Samsung app and while it doesn't return to the same error, it also does not take me to the cloud configuration page to enable adjustments to Ambient mode on the television.

[eliahonader]

Wait until the problem gets logged into GitHub, so that Microsoft will be also in the loop .. LOL

[goodedp72]

This is one of those issues where I have a reminder set to check every month for a fix.  At some point, it will magically work again. Not holding my breath though 

[SoaringDragons]

I started having this issue today.
I searched and tried several suggestions, rebooting, removing and re adding as a new tv, reinstalling app, rebooting phone, etc even did a factory reset on the tv itself and it did Not solve this issue.

When I searched originally there were posts from last year that came up saying they had this issue as well and I couldn't find a fix for it. I too am using an Apple iPhone and iPad.

[Snowmakerpro]

I think apple airplay might have something to do with it, not entirely sure, upon factory reset of my A90J, and without setting up for google tv, ambient mode is disabled, in settings on the tv itself? Either one or the other at this time I guess, for example withought setting tv up for google tv. Ambient mode, aka, a “screensaver” is disabled buy default. So makes me wonder… Works fine on my 950G from 2019. Pointless to try to rationally troubleshoot further, basic tv set up for me has all I need, YouTube, Disney+, Prime, Netflix; not entirely sure but I have a hunch airplay being a default (not completely fully set up), but?; may perhaps have something to do with it, if You’re tech savvy, remember, if You can’t figure it out thoroughly in 5 minutes, 98% chance it doesn’t work anyway, like a Fitbit scale or similar… Quality assurance needs a resurgence, the finger pointing game is not right for hard working consumers, thanks good luck.

[Snowmakerpro]

Note: Screensaver does turn on, if left on Home Screen, approx 5 minutes just no “ambient” choices/options, good luck. Again where is quality assurance, I think I know working in aviation where it really matters pffft..

[SoaringDragons]

I'm not using air play to do the screensaver thing. I don't think I've ever even set up air play on this tv and phone/tablet. I've already done a factory reset on my tv without setting up for google tv and didn't solve the ambient mode.  A family member who works in IT would have to disagree with your comment that "98% chance it doesn't work anyway" it's an issue that needs to be fixed. And issues take more than 5 minutes to fix.

[Thesamjae]

Same issue here. Worked fine earlier last year. Now I get the problem connecting to the cloud notification when I click the cog on in the app on the tv. I can control the tab but I can’t set my photos for ambient mode. 

there is a jack to this though - make your tv go into ambient mode then open the tv on the google home app and at the bottom it will say edit ambient mode. It’s very janky and still doesn’t solve the not connecting to the cloud problem, but it will have to do for now .

IPhone and Sony Bravia XR tv

[PerfectlySquare]

I tried your suggestion but didn’t have any luck.  The relationship between the Google Home app and my Sony Bravia  A80J is “wonky” at best and just plain doesn’t work at the worst!  I had somehow been able to get Google Photos to display on my Sony TV.  Don’t ask how because after trying a “million” different things, one time it just popped up!  After trying your post, I am back to square one….no Google Photos at all now!  Now when on the TV and in ambient mode, I am supposed to select Google Photos and then hit “Start”!   I never get the chance to press the Start option because the message pops up with instructions about what to do in the Google Home app.  When I press “OK”, I am back to the previous screen with Google Photos deselected!  I tried doing a system restart but still can’t select Google Photos.  Sheesh!  What a way to start the new year.  I am worse off now than before!  Who wanted to see Google Photos anyway?  It’s just ancient history with lots of memories of days gone by!

[Thesamjae]

Oh no! That is brutal so sorry!

must have been lucky! Realised I wasn’t overly clear in my last message though -

1. set ambient mode on tv (settings> system> ambient mode) to Google photos. It will show some stock images.

2. On the google home app click on the TV.

3. There should be a thumbnail of the image currently on screen and below there should be an option to edit ambient mode.

4. choose your google photo folder (making sure it is the same google account and you have the google photos app on your phone as well).

sometimes repeating this helps as mine doesn’t always register the whole album.

either way this needs a proper fix from google and sorry if it doesn’t help any further!

 

[PerfectlySquare]

I understand what you are doing but when I go to the Google Home app on either my iPad or iPhone at level 16.1.2 of IOS and select the device that I named Sony TV,  I get a screen similar to the one you posted but…..I don’t have an ambient mode option!  Something is obviously different between your setup and mine.  I think I may run over to a big box store and buy a cheap Google Tablet then set up the Google Home app on it’s Android operating system and get my photos back on my Sony TV.  I understand that those tablets don’t have the problem!

[Kferguson8]

This did the fix for me! thank you! 

[FastDormancy]

Same problem here with my Sony Bravia TV and all the issues started with the latest Google TV software update received on my TV. There's no way to solve it, we'll need to wait to an update from Google or Sony for this (I think it's Sony's fault). What a shame.

[PerfectlySquare]

I was able to access ambient mode and set Google Photos as a screen saver using all Google Photos albums on my Sony TV but I cheated!  I gave up on Apple's IOS Google Home app which doesn't work and instead used a Samsung Galaxy tablet with the Android version of the Google Home app!  Now my photos look great on my Sony TV!  I have no idea whose problem this, but now, I don't care!

[goodedp72]

Yep, works fine on my Android tablet as well.  Which, in my mind, tells me this isn’t a Sony issue, but instead a problem between the Google and Apple handshake.  I’m sure communication lines between Google and Apple engineers are wide open (sarcasm) to find a fix

[jcgaskil]

This is good news.  I have a very old android tablet and will try it as well.

[Chanakya]

Same issue when trying to connect to Sony A80J

[Chris_88852]

I am now joining the thread.  Same issue. It wasn’t an issue when I set up my Bravia last May and it was great having ambient mode play my selected photos from my phone. I can longer do that. Hope this gets fixed soon. 

[JiDoan]

Also have the same issue. Here's some more datapoints:

• I have a Sony 65X90CK and 75X90CJ. The CJ device does not have the issue but the CK device does.
• The issue only happens on iOS. Using an Android phone works fine for me.
• I have multiple tickets open with Google and they all claim to reach back to me, but I have not heard back in weeks.

[Alex28]

Same problem here with sony bravia, just bought google nest mini and noticed the tv has a "problem connecting to the cloud" can you please start working on fixing it?

[allybecker]

‼️ATTENTION EVERYONE!! I FOUND A LOOPHOLE/FIXED IT!!!! I GOT IT TO WORK!!!!

Ambient Mode was naturally playing on my TV, as I paused my show for a little while. It was set to show the default nature stock photos. While Ambient Mode was displayed, I went to the Google Home App and clicked on the device. Google Home automatically showed me that my TV was playing Ambient Mode and one of the options in the bottom corner was to "Edit Ambient Mode" where it gave me the option to turn on Google Photos. I picked the albums I wanted to display and it's WORKING LIKE A CHARM!! 😁😍🌟

This being said, the Google Home app updated last night and I know Google rolled out a few new features. Not sure if this is one of them or not, but either way, thrilled to be seeing my Google Photos while in Ambient Mode. Hope everyone else has the same luck!! ✌️

[Dan_A]

Hello everyone,

We’re sorry to hear you’re still having issues with your Chromecast w/ Google TV. For those using iOS devices, we have some steps we’d like you to try:  

• On your iOS device’s home screen (iOS 14 or later), tap Settings.
• Tap Privacy 
• Tap Local Network. You’ll find a list of apps.
• Turn on Local Network Access for the app(s) you would like to allow access to your network. This will allow permissions for your device to discover Cast-enabled devices.

If this does not work, be sure to restart both your phone and your Wi-Fi router. Finally, I would also check out this article as well and follow the steps listed. I look forward to your response, and if you have any other questions or concerns for me, please let me know! https://support.google.com/chromecast/answer/7172427?hl=en&co=GENIE.Platform%3DiOS

Best,

Dan

[Thesamjae]

Hey @Dan_A 

to be clear, there is no issue with casting to the tv using chrome cast and this thread is aimed at a single feature ‘ambient mode’. Everyone should be able to cast photos to the tv BUT that isn’t the same as the ambient mode feature that pulls images from a google photos library in an ‘idle state’.

This feature worked before an updated Apple Service Agreement last year which has affected this propriety service between Apple and Google.

I am hopeful that this may be resolved in the future but for the time being the workaround mentioned by multiple people on this thread will have to do 😊

If anyone is using an android device, there should be no issues with your link above to ensure devices are on the same local network the perfect fix if any issues did arise 😊

[JenniferV]

Hey folks,

We're sorry for the confusion. Could you please check if you can update the ambient mode settings in the Google TV interface by following the steps listed in this support website article?

Keep me posted.

Best,

Jennifer

[EternalFurlough]

…is this supposed to be a joke, Jennifer?

[JenniferV]

Hello EternalFurlough,

I'm sorry if you feel that way. We wanted to make sure we cover all our bases by going into some steps — this will help us a lot in pointing out what's happening with your TV. Let me know once you've gone through the steps below and we'll continue from there:

1. From the Google TV home screen, at the top right, go to the user profile icon and select Settings.
2. Select System > Ambient mode.
3. Choose what you want to show:
   • Google Photos: Choose photos or albums saved in your Google Photos account.
   • Art gallery: Choose featured photos, fine art, and more.
   • Experimental: Try out new sources and content.

Thanks,

Jennifer

[EternalFurlough]

I appreciate that you’re here to help, however, the steps you’re asking us to take are axiomatically void since none of us can access the first step… clicking the gear icon within the Home app (under the TV tab). 

[JenniferV]

Hi EternalFurlough,

Understood. The steps provided above aren't for the Google Home app, it should be done on your TV using your remote control. 

Regards,

Jennifer

[EternalFurlough]

The steps provided are for the TV settings which then directs us immediately to the Google Home app

[JenniferV]

Hello EternalFurlough,

Got it! Could you please tell us the version of your Google Home app? This is to ensure that it has the latest version. Here's how: open the Google Home > Tap your profile icon on the upper right side > scroll down and tap on App info. 

If you can't access this on the Google Home app, go to the Apple Store >  Search for the Google Home app > Under what's new, tap on version history

Thanks,

Jennifer

[JiDoan]

The newest version still exhibits this issue. I'm on 2.63.110 and have the issue. I know it is not a Privacy / Local Network issue because I have two TVs on the same network and one works while the other doesn't.

[MConti]

I can confirm this works! I tried it and it instantly cooperated!

[Pattomus]

It will for ambient mode but it still won’t let you change any of the settings for the tv or even delete it from the home. 

[FastDormancy]

Is this how difficult it is to escalate this issue to the development team? We've tried EVERYTHING, every workaround, every updated version, everything from TV and everything from the App.

So PLEASE, scalate this issue to the proper team at last, for god sake!

[JenniferV]

Hey folks,

JiDoan, thanks for the information. Could you please tell us the brand of your other TV that is currently working? Is it a Sony TV too?

FastDormancy, we hear you — this has been raised to our team and right now, we're currently collecting additional information so they can dig deeper into this.

Thanks,

Jennifer

[EternalFurlough]

Yes, our TV’s are Sony

[JiDoan]

 @JenniferV Both TVs are Sony TVs. The working one is a Sony XR-65X90CK. The one that doesn't work is a Sony XR-75X90CJ.

[johnsolo]

Jennifer, 

this problem is the same on my Hisense Google TV. Please fix.

[FastDormancy]

Any news from the team @JenniferV ? 
this has been happening for months now, and we need a solution. If at least we could know if anyone is looking into it that would be helpful, thanks

[checovenier]

The issue is present only with the iOS Google Home App, with the Android Google Home app I configured it in a snap.

[JenniferV]

Hello there,

Gotcha. I'll let our team know about this and will get back to you once I hear from them — hang tight!

Best,

Jennifer