3rd Gen Chromecast not connecting to wifi or home

[StellaArt]

Hi everyone & google I hope someone can help me because I’m about to lose my mind over this 1st gen chromecast! 

We’ve had it for years and only had issues once but was able to sort it out through a phone call. But can’t seem to contact Google directly anymore.

It was working perfectly fine and randomly the streaming apps just stopped connecting. Even though it shows it’s connected and the streaming logo appears but that’s as far as I could get.

After countless attempts at disconnecting the power, reboot, factory resets, the device doesn’t even connect at all anymore! I can’t even set a new device on Home. Constant errors about connecting to wifi. 
I’ve even tried the device’s temporary wifi and couldn’t connect.

*nothing has changed with our wifi

*all connections, tests and other devices work perfectly fine. It’s not the wifi or internet 

*even VPN had all been turned off

*privacy settings are all good for Google home 

is this device faulty now considering I can’t even get to the part to ‘set up a new device’?

Is there anyone we can speak to from Google because I’ve checked this forum and yes I could a similar case with good advice but I’ve tried those and STILL the chromecast device isn’t connecting!

[David_K]

Sounds like you may have tried some of these steps already, but I'll include them here in full.

1. Make sure your Chromecast is within 15 - 20 ft (4 - 6 m) of the Wi-Fi router if possible.
2. Turn on Wi-Fi and Bluetooth on your phone or tablet, if not already turned on.
3. Turn off mobile/cellular data.
4. Reboot your router. Most routers just require that you unplug the power source and then plug it back in to reboot.
5. Reboot Chromecast by removing the power cable, then reconnect it.
6. Reboot your phone or tablet.
7. Make sure you're using the latest version of the apps you want to cast from, by checking your app store for any updates.
8. Restart those apps.
• Android: Swipe up from the bottom, hold, then let go. Swipe up on the app.
• iPhone/iPad: Swipe up from the bottom, hold, then let go. Swipe up on the app. On older devices with a home button, double-click the Home button, then swipe up on the app.
9. Turn Wi-Fi off and on again on your phone or tablet.
10. Reopen the app(s) you want to cast from.

If none of the steps above help, factory reset your Chromecast and do setup again. If you experience a problem or error code during the setup, let us know how you get on.

[Jeran]

Thank you for helping out on this thread, David!

Hey there StellaArt,

I'm just checking up on this thread, do you have any more questions or need any additional help? 

Best regards,
Jeran

[Jeran]

Hey there StellaArt,

Do you have any more questions that we can address? 

Thank you,
Jeran

[StellaArt]

Hi everyone, after searching high and low I finally found a contact number for Google who responded straight away!

while I thank you all for your responses, this forum is slow and you can only hope someone answers your question.

the update is that it turns out, my device was a Gen 3! I had already done all your suggestions and obviously nothing worked so came on here. Turns out the phone advice was to do the same. But while I did everything on the phone, meant that the device was fully disconnected for approximately 5-10 ‘minutes! Somehow this worked! But then the 2nd time I went to try and connect I was back to square 1. Weeks since this issue for some weird reason it’s working again BUT majority of the time just randomly disconnects and I’m spending the next 30 minutes trying to reconnect 

[Jeran]

Hiya StellaArt,

No problem at all. With the forum being mostly user driven, the rate of responses can vary a bit, but it is something we're always working on and optimizing. Regarding that disconnecting issue, were you able to attempt a factory reset on the device? If so, what color does the LED light turn on the Chromecast when this happens?

Best regards,

Jeran

[StellaArt]

Hi Jeran,

I was able to turn it from orange to white and it's actually in fact a 3rd Gen and NOT a 1st gen from what I initially thought it was.

[Jeran]

Hey StellaArt,

That's good to hear! So, has the device been consistently working, or is it still constantly having disconnecting issues anyway? If the LED light is white, but you're still having connection issues, it may help to follow the troubleshooting steps listed in this article.

I look forward to hearing from you again.

Best regards,

Jeran

[Muddi]

Hi there,

How was your device? If you have additional questions or concerns about your device, please do not hesitate to update the thread, and we're glad to help.
 

Cheers,

Muddi

[StellaArt]

thanks, it still randomly freezes and disconnects and I just have to keep trying throughout different times of the day in the hopes that I'll work again

[Jeran]

Hiya StellaArt,

That is pretty strange. If you would like, we can have Chromecast Support reach out to you to dig into this issue a bit deeper. Just let me know if you want to go that route, and I can provide the form necessary to have them contact you via email.

Best regards,
Jeran

[Princesss]

Hey there,

Just one quick final follow up since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Best,

Princess

[Jeran]

Hello StellaArt,

Did you want to to send you the form to have Chromecast Support reach out to you, or do you have any more questions I can address?

Thank you,
Jeran