Chrome cast set up stuck on G

[Bpc]

Chromecast not seen by Google Home app. Chromecast SSID not showing up in WiFi networks. Device reset button does not reset - stays solid white. All I see now on my TV screen is the red/yellow/green/blue G. 
gracias!

[JenniferV]

Hi Bpc,

Thanks for reaching out and I'm sorry for the late response. Let's sort this out.

A few questions: is this an initial set up or working previously? What type of Chromecast device do you have? How far is your Chromecast from the Wi-Fi router and set up device? Are you using a dual band router?

Give these steps a try:

1. Make sure the Chromecast device is plugged into a power outlet rather than the USB port.
2. For Android phones, make sure the Location Services is turned on. For iOS 14 or later devices, make sure Bluetooth and Local Access Network is turned on.
3. Make sure the Chromecast device is within 15 to 20 feet of the setup device and the Wi-Fi router.
4. If you have a dual band router, make sure your Chromecast is connected to the correct network connection (2.4 GHz vs 5 GHz).
5. From the setup device, turn Wi-Fi off then on.
6. Force close and reopen the Google Home app.
7. Uninstall and reinstall the Google Home app.
8. Try to use another supported mobile device to set up the Chromecast.
9. Reboot the router, Chromecast, and mobile phone
10. Reset your Chromecast again. 

Thanks,

Jennifer

[Bpc]

This is an initial set up of a Chromecast with Google TV. Running Google wifi mesh system throughout the house. Set up device is iPhone - so standing right next to it. Yes running Google dual band router. Part of the problem is the Chromecast doesn’t get past the multi-colored G on the TV screen - and the device doesn’t show up on the Google Home app set up process. Light on device stays white - even when attempting hard reset via button on back. 

[JenniferV]

Hey there,

I'm sorry for the late response, but thanks for the additional details. Have you tried the suggested steps above? If you haven't yet, please try the steps and let me know how it goes.

Thanks,

Jennifer

[Bpc]

I did. No change.  😭

[JenniferV]

Hello Bpc,

Oh no! Could you try to set up and connect your Chromecast to a mobile hotspot and check if the same issue will persist?

Thanks,

Jennifer

[Bpc]

It doesn't move past the G. Clearly there's a hardware issue, or a software issue that's fatal. Have tried on different devices with same outcome. Any idea if this is something I can take to my local Google store - there's a Fiber shop close by - and get addressed?

[JenniferV]

Hi there,

Yikes! We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,

Jennifer

[Jeran]

Hey there Bpc,

Did you have a chance to fill out that form?

Thank you,
Jeran
 

[Bpc]

Yes. 

[JenniferV]

Hello Bpc,
 

We got your form — thanks for filling it out. Keep your lines open as our support team will reach out to you via email anytime soon. Please continue the conversation there because this thread will be locked after 24 hours. 

Thanks,

Jennifer