Chromecast with Google TV 4K goes Unresponsive

[Grant19]

Hi All,

Our Chromecast with Google TV (4K) has a rather odd issue, and given that this is our second device with this issue (we exchanged the last one) I'm now convinced the issue lies somewhere else but I'm now out of options so get your thinking caps on. 

We'll start fresh and imagine that the power was off. Once we turn the power on the Chromecast boots up normally and functions exactly as desired, all is good. When we're finished watching the TV we place the TV into standby, the Chromecast stays on but obviously with the TV being off you can't see the picture. 

A few hours later we'll return or maybe the next morning, we'll use the Chromecast remote to turn on our TV but the HDMI source for the Chromecast just shows no signal. Checking the device I see a solid white light so I know it's on. I check my WiFi router and can see the Chromecast is connected to the WiFi. I check the Google Home App and the device says it's "On", yet I'm getting no signal through the TV. At this point the only way to get the picture back is to do a power cycle and it reboots fine showing the Google TV logo. What makes this even more bizarre is that when the device is in this "no picture" state I can press and hold the physical button on the device and the screen will momentarily flash up the "Bluetooth Pairing Request" screen before the TV shows no signal again. 

Ultimately we power cycle the Chromecast to get the picture back and it will work flawlessly until we stop watching it for an extended period.

As I've said above this is our second Chromecast with Google TV (4K) that has this issue so I'm at a loss with what to do.

Our TV is a PHILLIPS 50PUS7956/12 50" 4K Ultra HD HDR LED TV and we are using the eero 6 Pro for WiFi with a 1gb internet connection. 

Can somebody please suggest something to do that will fix this issue?

[Kimy]

Hi Grant19,

Thanks for posting here in the Google Nest Community. You mentioned that you’ve already tried this on two Chromecast devices, which may mean that it may not be the Chromecast device itself. Let’s try it this way: why don’t we reboot the TV instead of the Chromecast device? If it restores, then it’s safe to say that this is related to the HDMI communication between the two. You can then try other HDMI ports on the TV. Let us know how it goes.

Thanks,

Kimy

[Grant19]

Hi Kimy, sorry for the delay in getting back to you. Resetting the TV still results in the same. I need to reset the device to get it to respond and with this being the 2nd device to do it I suspect there is a software issue with the device.

[Kimy]

Hello Grant19,

Thanks for the reply. There’s an ongoing update that will be completed in the coming days. This is one of the recognized bugs that is included in the patch fix. Once you have the update available, make sure to install it. If it's not available yet, give it a few more days. Let us know if you have other concerns.

Regards,

Kimy

[Grant19]

Hi Kimy, thanks for the reply; it's nice to know that this is a recognised bug. Can you confirm the latest software version and I'll check within the settings?

[Kimy]

Hi there,

You’re welcome, @Grant19. We’re expecting versions STTE.230615.004 and STTE.230615.004.1 in the coming days. Hopefully, you will receive yours soon. Let us know if you still have questions or concerns.

Cheers,

Kimy

[Grant19]

Hi Kimy, having checked the build number I'm on STTE 230615.004.10388949 and the issue still persists. Can you please advise the next steps forward. Can you also advise if there is a known issue with 4K content as when streaming 4K from either Netflix or Disney+ the picture has red pixelated noise; my TV manufacturer states that it is an issue with the Chromecast as my PS4 displays 4K content from these applications without issue. 

[Kimy]

Hi Grant19,

Thanks for the reply. The estimated full completion of the update is until the last week of this month. Let’s give it a little more time. We appreciate your understanding.

Let us know if you have any other questions.

Sincerely,

Kimy

[Grant19]

Hi Kimy, thanks for the update. I'll give it a few more weeks and report back. Thanks.

[Kimy]

Hello Grant19,

It sounds like a plan. Keep us posted.

Best,

Kimy

[Grant19]

Hi Kimy, still nothing. Can you advise on when the update is due to roll out?

[Kimy]

Hi Grant19,

Thanks for keeping us in the loop. The rollout should’ve been completed already, as it was estimated to be completed by the end of October. If you haven’t received it yet, you can do a factory reset one last time to force the update. Let us know how it goes.

We look forward to your response.

Thanks,

Kimy

[Grant19]

Hi Kimy,

On closer inspection it would appear that the device has been updated as it is now running STTK:230808.004.10714782 but the issue still remains. I have also tried a factory reset. The device is not waking after a prolonged period of standby and another issue I have identified is that when watching content on Netflix or Disney+ in HDR or Dolby Vision the video is filled with what I can only describe as red tinted white noise. As you can appreciate I'm starting to lose patience in this device and I'd appreciate if you could advise on how to go about having it replaced under warranty.

[Kimy]

Hi Grant19,

We hear you. Since this is still happening, we'd be happy to take a look into this for you. Please fill out this form with all the needed information and let me know once it’s done.

Regards,

Kimy

[Grant19]

Form has been completed.

[Kimy]

Hello Grant19,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Let us know if there’s anything else we can help you with.

Thanks,

Kimy

[madrian]

I filled out the form as well. My Chromecast acts the same. Quick on off is fine, but after a longer standby mode I can’t wake it up “no signal”. I have the latest software on it.

[Grant19]

They are still investigating the issue. They have asked me to check the build number and provide the device serial number. I suspect that there is a faulty batch of these devices worldwide and because the 4K devices aren't as popular we are only just discovering these issues. Even those who turn it off at the wall every time they are finished won't notice this issue.

[madrian]

Yeah, In meantime I found multiple users with same issue. I don’t think they will repair it, but hope the best. I think it was worked correctly, just broke after xy update.

I got mine for Stadia in 10/2021.

[Grant19]

Ah that's very interesting! I've only had my 4K one for a couple on months and it's always had this issue so it's must be related to software issues then! Ignore my earlier comment on hardware because if yours was working fine for over 2 years then it can't be hardware. I've already had one replacement and it had the exact same issue which would point to software again. Hopefully Google get their engineers on this and resolved quickly considering "we" purchased the more expensive model 🤣

[Kimy]

Hi folks,

I suggest you continue with your communication with the support team for the resolution, @Grant19.

@madrian, thanks for posting here. I’m afraid the form you filled out may not proceed because it may have expired already. I just want to know the steps that you’ve tried and the current Android TV OS build that you have.

We look forward to your response.

Thanks,

Kimy