Chromecast 3rd generation freezes and has a black screen on chromebooks

[davidkwill]

I have multiple users who use chromebooks and have issues casting.  It freezes and has a black screen after a few moments. I chatted and created a case with Google support.  Case:  4835000035231. They said it was a known issue.  I need an update on this.  This is a valuable tool that we need to be able to use.

[Kimy]

Hi davidkwill,

Thanks for posting and for being a step ahead of us. We’re sorry for the trouble, and this is not the experience that we wanted you to have. I checked the case ID that you shared here, and it’s missing the first digit before the dash (-), but luckily, the support team managed to find it and the rest of the related interactions you had with them.

To begin with, a Chromecast device is intended to be used in a secured, non-complex home Wi-Fi type of network (WLAN). It is for personal or couch entertainment purposes. It may function in ways different from what's intended, but that would depend now on the expertise of users who want to exploit the device's potential.

One of your interactions explained that you’re trying to view or watch contents remotely using different brands of Chromebooks (HP, Lenovo, and Acer). The big question here now is: does it work well when casting from a device within the same Wi-Fi network?

Kindly give us more details here so we can figure out which people would be the best at answering this for you. I’m sure there are other users here in the community, even on an engineer level, that can share inputs. We may as well refer you to another community that discusses the matter if this is not entirely about your Chromecast device.

We look forward to your response.

Thanks,

Kimy

[davidkwill]

What these are used for is we have sales people who use chromebooks.  They have a TV in their office and they cast whatever is on their chromebook screen to the TV for presentation purposes.  The chromebook is on one WiFi network and the cast device is on another, but we have not had this issue in the past. Here is part of the communication I had with one of your support folks.  The case number is 4835000035231.  What is happening is when trying to cast to the TV from the chromebook the screen either freezes or turns black on the TV screen.  We have rebooted the chromecast.  Something has changed on Googles end about casting.

[Kimy]

Hello davidkwill,

Thanks for the reply. The Chromecast device is working as intended, as far as I can see. The fact that it changes the TV screen (to a black screen) means it’s taking action. Since this is casting, it knows that it’s doing its job. It could be a restriction from the webpage, an algorithm that triggers when casting because it considers it a rebroadcast that violates copyrights, or something to do with settings in the Chrome browser.

Try to cast using cast-enabled apps on smartphones to isolate it. The objective here is to know if this has something to do with the Chrome browser, since it’s obvious that the Chromecast device is working. Once determined, kindly give our friends at the Google Chrome Help Community a shout. They may know a particular setting that can be toggled in Chrome://flags, or they may have a workaround. Let us know how it goes.

Regards,

Kimy