Chromecast error 1009b/EC

[DanDerk]

Since the December 2022 firmware upgrade, both of my 3rd gen Chromecast devices experience the error message with code "1009b/EC".  It's repeatable.  Can someone indicate the error code meaning, and steps to remedy it?  Thanks.

[Jeran]

Hey there DanDerk,

I'm sorry to hear that your Chromecast devices keep throwing errors at you! This would make for a pretty frustrating experience, so let's try to figure out what's happening. First, does this error occur on a specific app or on all apps? Also, does this occur when casting from just one device, or does it occur when casting from any device? Regardless, make sure your Google Home app is up-to-date, and try casting from several devices to see if you can recreate the issue or narrow down the problem device.

I look forward to your response, and if you have any other questions or concerns for me, please let me know!

Best regards,
Jeran

[DanDerk]

Hi Jeran,

Thanks for the followup.

I primarily use two apps to cast to the Chromecast (gen 3) dongle; namely the Google Home app and Virgin Plus TV (a streaming service offering TV channels).   On occasion, I dabble with other apps (say, Pluto TV, Amazon Prime) but their usage is short and sporadic, and the cited error has yet to happen in those apps.   Similarly, my use of the Google Home app is not frequent, and if I do use it to cast/mirror my device, its for a short time (less than 60 minutes) to view pictures--again, I've not encountered this error with Google Home.

So far the error is only encountered when casting (directly) from the Virgin Plus TV app.   The error is encountered once every one/two days, when I've been continuously streaming from this TV app for at least 3-4 hours .    Although the error can take place in as little as 3-4 hours of constant casting, its more probable to take place after 6-8 hours of continuous casting of TV programs.   

The cited apps are run from my Android-based phone.  (My wife has the same Virgin Plus TV app on her Android-based phone, and she has encountered the same error on our 2nd Chromecast device.)

Let me also point out that this error did not occur prior to the most recent Chromecast firmware upgrade (both Chromecast devices have received this software upgrade) in December.

The Virgin Plus TV app is up-to-date.   Google Play Store does not indicate that Google Home or Virgin Plus TV have updates waiting to install (though Virgin Plus TV does release updates regularly, and an update for it was installed 4 days ago--the error still continues after this update).

Additionally, let me also indicate that another change to my home network has also taken place, and this error has occurred since this change too!   The change was due to my ISP's failed modem/WiFi router, which saw them send me a replacement.   This router does provide internet connectivity, but the modem/router error logs make me suspicious that something is not 100% proper with it.    Although the logs are not limited to this error,  I can recognize random disconnects/(re-)connects to various various devices that are connected via WiFi.   Tracking the MAC addresses of the devices, I can find my smartphone, laptop and Chromecast dongles all experience these disconnects/(re-)connects in the log _when_ I have not purposefully triggered the disconnect (ie., by powering the device off, or disabling the WiFi adapter).  So this makes me think the ISP's router may be at fault.  As a former IT network specialist, the type of apps I use on my laptop and phone (less the streaming apps) would not normally misbehave such that I would recognize any impact from these disconnects.   These disconnects (which are short-lived) may be more impacting to the streaming app; however, the date/time stamp on the log entries don't always align when the Chromecast error is encountered.

As you can see from the above summary, there have been three changes to the involved peripherals while this error started to be encountered.     This was the reason why I was hoping to gain info on the cited error code, to help focus on what may be to blame.

Any remedy/advice you can offer would be most welcomed.       -Dan

[Robaba]

We have same issues. I thought first was moden. Virgin sent new modem and problem still there. I did not think it was an issue with chromecast. But it makes more sense 

[Jeran]

Hey there DanDerk,

I apologize for my late response, and I appreciate your patience! I tried to do some digging on that specific error message on Google's side of things, and that error is not one of our own. Using Google, I tried to find information on that error on Virgin's side, but I could not find any information there either. In this case, with the error being isolated to the Virgin Plus app, I would encourage you to reach out to their support to see if they are aware of any issues on their end.

I hope that helps. Let me know if you have any more questions.

Best regards,

Jeran

[Jeran]

Hey there DanDerk,

Do you have any more questions that I can address? 

Thank you,
Jeran

[Jeran]

Hey DanDerk,

Do you have any more questions? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran

[DanDerk]

Hi Jeran,

Thanks for the follow up!

I have reached out to my ISP (Virgin Canada), upon receiving your response that indicates the error code was not from Google's Chromecast device.   Upon getting patched to a second-tier support technician, it was learned that a code starting with "1009b" was one of their codes, though I wasn't able to get much information on what it meant, or how it could be remedied.

Furthermore, the technician (after asking about some of the usual tactics, like power cycling their modem/router and the Chromecast device) tried some remote diagnostics on my internet connection.   At the time, he flagged something amiss with it (though I did not notice anything out of order with my internet at that moment).   After a short period of time, he advised me that the issue had to be pushed to their next tier of support technicians...and that it should be rectified within the next 24 hours.    I would also receive notice from a technician to inform me of any fix(es), but I have not heard anything (so far).    Its been ~5 days since talking to them, and my Chromecast device did register a 1009b/EC error this past Saturday...nothing since (though I have not been streaming much TV since Saturday, as I've been away from my home).   Nonetheless, the time spent streaming to the Chromecast device (since the event on Saturday) has not seen another code to date.

Hopefully they fixed the issue(s), but time may tell.

Will I be able to update the matter if there is a follow up worth sharing with you?

Thanks again.                    -Dan

[Jeran]

Good day DanDerk,

Awesome! I'm glad to hear that issue is most likely fixed! If you would like, I can leave the thread open a while longer just to be safe. In the event I lock the thread but you have more information you'd like to share, you're more than welcome to create a new thread.

I look forward to hearing from you again!

Best regards,

Jeran

[JaniceB]

We have the same issue and called Virgin TV.  We were told to contact Chromecast so did some googling and found this thread.  Please don’t close the thread until there is a resolution as I’d like to see what it is.  Thanks so much!

[Jeran]

Hey there JaniceB,

No problem at all; we'll keep the thread open as long as we need to hopefully reach a final resolution.

Best regards,

Jeran

[JaniceB]

Thanks Jeran.  I believe my mother is still having the issue so it would be great to get a resolution.  I’ll try calling Virgin Plus again when I’m there.  
Janice 

[Jeran]

Hey there JaniceB,

Thank you for letting me know! I'll keep this thread open to give you time to talk with Virgin Plus again.

Best regards,

Jeran

[Jeran]

Hey there JaniceB,

Did you have a chance to talk with Virgin Plus?

Thank you,
Jeran

[DanDerk]

Jeran and others,

Another 1009b/EC error was experienced last night (after ~5 hours of steady streaming).  

As I still hadn't received any response from a Virgin Internet/TV technician, I decided to call them again and inquire what was logged in my support ticket.   From what I could gather, the ticket did not have any record of much being done after the technician told me to wait for 24 hours!    

Today's technician decided to remotely access the Valerie modem/router.  He indicated that the firmware was lacking a number minor updates.   He applied two updates to the modem's firmware and asked for me to start streaming to my Chromecast device.   He scheduled a call back in 2 hours, and when he called the devices had yet to register the error.  Also, upon remotely accessing the modem again, it was learned that another minor update was available to apply to the modem's firmware.   Unfortunately, my wife was in the midst of a Zoom call so I asked him to delay the firmware update...but he must have been tied up with other calls before his shift ended....so this update was not applied tonigth. [The modem's firmware version is SG4F210008...and the above mentioned minor updates does not change this number (its the same number/version the modem showed when I first activated this replacement modem).]

To test the new firmware, I had both Chromecast devices streaming since 4:30pm today.  Sadly, both devices registered the 1009b/EC error after 5 continuous hours of streaming (~9:34pm).

Today's technician also scheduled a call back for tomorrow (~24 hours after today's efforts) to gain info on whether the error was experienced again.   Well, if he happens to read this thread then he'll already know the answer when he reaches out to me.

            -Dan

[Jeran]

Hey there DanDerk,

Did that technician reach out to you again regarding that error, or did you happen to learn anything new?

Best regards,

Jeran

[Jake]

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake

[DanDerk]

Hi Jeran and Jake,

Unfortunately, I've been away from my residence for three weeks and haven't had an opportunity to continue my followup with Virgin.

My spouse informs me the error has presented itself during my absence.    Upon my return (early next week), I will be reaching out to Virgin Internet tech support to persue a remedy.

I, along with the others following this forum, would really appreciate you not locking this exchange...pendng a useful outcome that is shared amongst us.

Thanks.                  -Dan

[Jake]

Hey DanDerk,

I would be more than happy to leave the thread open at this time. Please feel free to give an update once you have more details, as I want to ensure everything is good to go.

Best regards,

Jake

[Jeran]

Hey there DanDerk,

I'm just checking up on the status of this thread, did you happen to speak with Virgin regarding this issue?

Best regards,

Jeran

[Jeran]

Hey there everyone,

Does anyone have any more questions that I can address? 

Thank you,
Jeran

[Jeran]

Hey DanDerk,

Do you have any more questions? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran

[DanDerk]

Hi Jeran,

I am still waiting for technical support from Virgin Internet. 

The problem still persists; in fact, on a rather regular basis.    It seems that the error is encountered after 5 1/2 hours of streaming via the Virgin TV app.   I'm wondering if this detail will help them come up with a resolution.    

Please keep this forum open, while I continue to work with Virgin....hopefully to provide useful info for those who are also being impacted by this error code.

Thanks.                             -Dan

[Jeran]

Hey there DanDerk,

No problem at all! I'll keep this thread open. I'll check up on you next week if we don't hear back from you.

Best regards,

Jeran

[JaniceB]

Thanks so much, Dan.  I believe my mum is still having the issue.  She lives in Montreal and when I’m there next month will give Virgin plus a call to follow up.

Janice

[Jeran]

Hey there JaniceB,

Thank you for letting me know! I'll keep the thread open long enough to give you time to report back.

Best regards,

Jeran

[DanDerk]

Jeran, Janice and others,

Here are my latest observations and efforts to find a remedy to this error condition.

This week I was streaming Virgin TV (~2 hours of casting Virgin TV without any issue) and I purposely stopped casting to my Chromecast device.  I wasn't interested in turning the TV off, so the Chromecast device was cycling through the screensaver pictures.   Mysteriously the TV display started showing a grey message screen indicating the Chromecast device was "re-" connecting to the internet (its similiar to what you see briefly when you first power ON the Chromecast device).     The "connecting" message screen disappeared (the device connected to the internet) and the device started showing pictures, but then the device suffered a disconnect from the internet (by way of displaying the same "connecting to the internet" message).  This seemed to be repeating every 2-3 minutes.    (It was somewhat baffling as my smartphone, using WiFi on the same home network, did not exhibit any disconnects.   I also turned on my bedroom TV with its own Chromecast device, and it was rock solid...it only showed the initial connecting to the internet message and it was rock solid (in displaying the Chromecast screensaver pictures).)  After leaving the bedroom, the TV in the living room was still experiencing the disconnects/(re)connects.   

As a potential remedy to this situation, I decided to trigger a factory reset on the Chromecast device (through the Google Home app).    Upon rebooting and getting setup for my living room TV (including connecting to the same home network) the device appeared to be stable...it connected and the Chromecast screensaver kicked in and it maintained the internet connection for over an hour without any disconnect experienced.

I thought this may be headway for the original error (the 1009b/EC error).   Unfortunately, after continuously casting Virgin TV for ~5.5 hours, the casting was terminated with the 1009b/EC error!

Upon inspecting the Valerie modem's system logs, I can locate the repeated disonnects/reconnects (for this Chromecast device, and I confirm no other devices connected to the same home network suffered a disconnect) prior to me triggering a factory reset of the Chromecast device.     Unfortunately, there is no entry in the modem logs for the latest 1009b/EC error event.

I'm away until April 12th, so I will not have an opportunity to bring up my latest experiences with Virgin Internet and Virgin TV technicians.

               -Dan

[Jeran]

Hiya DanDerk,

A bit of a late response on my end, but I wanted to thank you for this thorough update on the Virgin TV situation! I look forward to seeing some kind of resolution in the near future; fingers crossed!

Best regards,Jeran

[Muddi]

Hey folks,

It's been some time since this thread was updated. Does anyone here need assistance?

Cheers,

Muddi

[NR]

I'm glad to learn that I'm not the only one to have this error. Did someone find what is the problem? 

[JaniceB]

No update from me.  My mum is still having the problem.  It happens after about 5 hours, so she avoids having the TV on for that long.  I’m visiting my mum now but we haven’t had power for 2 days 😱 so haven’t been able to check it out and call Virgin.