Chromecast not streaming Disney Plus or Amazon Prime

[UnderWearMan]

I've been using Chromecast for over a year without any issues. Then all of a sudden about 2 weeks ago, I encounter the "Something went wrong, contact support" when trying to play 99% of all content in either Disney+ or prime video. Netflix and youtube work fine. Also, i can stream perfectly fine on mobile, laptop, desktop, playstation. This means it isn't a network, IP or subscription account issue.

The strange this is that only 2 shows are able to stream on the platforms, 1 for Disney and 1 for Prime. Aside from these 2 shows, NOTHING ELSE STREAMS on chromecast.

Please can I get a resolution for this? I have contacted Disney+ and Prime support and they cannot diagnose the problem. I have also followed the below solutions:

- Reset Router/Modem
- Soft & Factory reset of chromecast

- Uninstall and re-install prime and disney+ Apps

- Logged out and back in for both streaming platforms

- Cleared cached

- Checked for updates of Chromecast firmware, disney+ and prime apps

Nothing solves the problem. Netflix and Youtube work perfectly fine...

[Jeran]

Hey there UnderWearMan,

I apologize for the late response, thank you for being patient! Were you able to fix that streaming issue? If not, I'd be happy to help out, as it sounds like this has been quite the headache for you. First, are you using a Chromecast 3rd generation, or a Chromecast with Google TV? There was a recent update for the Chromecast with Google TV that included mostly bug fixes, so I would check for updates again if that is what you own. Then, I would double-check that you're not running any VPNs or proxies, as that would prevent casting in most cases. Finally, try casting from other devices, such as a computer or tablet, to see if the problem persists.

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

Best regards,
Jeran

[UnderWearMan]

Hi Jeran,

Thanks for reaching out. Unfortunately the issue still persists.

- I'm using the Chromecast 3rd generation, I've checked for updates and it seems to be updated to the latest firmware.

- I'm not running any VPN

- I am able to cast from my phone, using the Disney or prime video app without any issues. This is actually the way I'm watching on Chromecast right now. Not ideal...

- I can access and stream without any issues on my phone, laptop/desktop (using web browser)

The strange thing is, 99% of all streaming content on Disney and prime don't stream. But randomly only 1 show on each platform can stream without issues. Also, Netflix is working fine without any issues on Chromecast.

Really not sure what the issue is. I've contemplated purchasing a new Chromecast device, but I read from another user that they were experiencing the same issue and it wasn't resolved even after they purchased a new Chromecast device.

Thanks,

Sud 

[Jeran]

Hey there UnderWearMan,

I'm sorry to hear that, this is a strange issue for sure. Just out of curiosity, do you have your location set in the Google Home and the Google Play app? It's a possibility the apps think you're in an unsupported area. Check those two apps and your Google Account to see if your location is properly set.

I look forward to your response!

Best regards,
Jeran

[UnderWearMan]

Hi Jeran,

My google account is setup for Hong Kong, as it should be. I assume home and play are the same too as my credit card is linked to the playstore and it is a HK card.

Not really sure what to do anymore. I'm just confused that i can stream on my phone without issues and even cast from my phone to Chromecast, but not be able to watch ON chromecast itself. 

Are there other customers who may be experiencing the same issue? I did some across another user who posted a similar (if not identical) issue that I am facing

[Jeran]

Hey there UnderWearMan,

Taking a look at the device and services country availability article, Chromecast with Google TV isn't technically supported in China. This may cause some issues with certain apps or features, such as Disney Plus or Amazon Prime. If you would like, I can get you into contact with Chromecast Support if you would like to dig a bit deeper.

Thank you,
Jeran

[Jeran]

Hey there UnderWearMan,

Do you have any more questions or need any additional help? 

Thank you,
Jeran

[Jeran]

Hey UnderWearMan,

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

Just checking up,
Jeran