Can't connect to new wifi

[terrymac]

Have reset Chromecast to white light, and started Google home. It found the Chromecast, but sent me to the help centre, which told me the device needed activating. I had to download the device utility, which asked me to disconnect my WiFi, then return. I am now in a loop where device utility looks for device continually

[JenniferV]

Hello terrymac,

Thanks for reaching out. If you already downloaded the device utility app, please check the steps below — let me know if these are the steps that you've done or if it helps you resolve the issue:

1. Open the Device Utility app.
2. Allow Location access.
3. Turn on Bluetooth. This step is required to activate new devices.
4. Disconnect from the Wi-Fi network. This step helps the devices that you want to set up and connect to your phone or tablet via Bluetooth.
5. Wait for the app to look for devices to activate.
6. Activate the device. If there’s only one device, tap Start at the bottom right, and if the device found is wrong, tap Activate a different device.
7. Follow the rest of the steps prompted in the Device Utility app (almost the same as the setup steps in the Google Home app). Once the device is activated, the setup continues in the Google Home app to finish the steps.

If the issue persists and you're using a Pixel phone to set up your Chromecast, please try to use a non-Android phone and try again.

Best,

Jennifer

[JenniferV]

Hi there,

It's me again. I want to make sure you're all good — how did the steps go?

Thanks,

Jennifer

[JenniferV]

Hey terrymac,

Just checking in to make sure that you've seen my response. Please let me know if you still need help or if you have other questions or concerns as I will be locking this in 24 hours. Feel free to start a new thread and we'll be happy to help.

Regards,

Jennifer

[terrymac]

Thanks for your reply- I have had difficulty replying. Tried everything you said, but same result as before. After turning off WiFi, device utility goes in a loop, searching for devices, greying out, then searching again. I don't have access to a "non android" phone. Why would a Google phone not work with a Google Chromecast??

[JenniferV]

Hi terrymac,

Thanks for getting back to us and for trying the suggested steps. We'd like to dig deeper into this. could you fill out this form and let me know once you're done?

Also, for information on why this isn't working on some Pixel phones, you can check this blog post posted by our Community Manager. 

Best,

Jennifer

[JenniferV]

Hello terrymac,

We got your form — thanks for filling it out! I'll hand it over to our team so keep an eye on your inbox as they will reach out to you any time soon. 

Also, please continue the conversation there as this thread will be locked after 24 hours.

Best,

Jennifer

[terrymac]

I replied directly to the recent email

[JenniferV]

Hey terrymac,

Yes. I've checked your interaction from one of our support representatives and it looks like he sent you another email. You may check your inbox and reply to it. 

Best,

Jennifer