Chromecast with Google TV loses 4k and surround options randomly

[DSwiz]

After having my new Chromecast with Google TV configured correctly sometimes when I turn it off and then back on again it's set to 1080p and stereo and nothing higher is available only 720p and 480p. If I powered off and on again or perform a system restart it usually is okay but it will do it again later usually it one or two power offs and back ons later. There is no other option listed but just powering off and on will show all the options such as 4k 60hz, 4k 30 etc. It seems this is an HDMI handshake issue but I do not have this issue with the Amazon fire stick I had plugged in the exact same port with no settings changes 2 days ago, or the Xbox one X I have plugged in beside it. I've tried different settings and different ports on my Sony receiver but it continues with the Google Chromecast but all other devices work perfectly fine including plugging the Amazon fire stick 4K back in. In the same instances where this occurs surround sound is no longer an option and all content is in two channel stereo without the option to turn surround back on. Both of these are a big deal to me as I've invested a lot of money in my television and surround sound system and I know this device works perfectly sometimes so it just seems like a software bug. Hopefully it can be fixed soon. Device is fully updated.

[Jeran]

Hey there DSwiz,

I apologize about the late response, thank you for being patient! Were you able to fix that Google TV issue? If not, I'd be happy to help out, as I know I'd be pretty confused if options randomly disappeared. Let me just ask you some questions about what's happening:

• When did this issue start happening?
• What is the firmware version of your Chromecast?
• What model of TV do you have?
• Have you tried changing the HDMI ports that the Chromecast is plugged into?
• What troubleshooting steps have you already tried?

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

Best regards,
Jeran

[Jeran]

Hey there,

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

Thank you,
Jeran
 

[DSwiz]

Hi sorry for the late reply. The issue with 4k options seems to have been solved by a factory reset BUT I had to skip importing my account from my phone. When I did it that way the issue persisted. But if I did a clean reset and entered all the info manually it seemed to work. I had this issue with phone resets in the past so I thought I might try it.

I am still having the issue of crazy artifact and screen glitches and video playing just a green mess that I have to do a system reset to correct. It goes away for a month or so but always comes back.

[Jeran]

Hey there DSwiz,

I'm glad to hear you were able to resolve the 4K options disappearing issue! That's strange that when you imported from your phone the issue persisted, I wonder if there may be some cached data from the Google Home on your mobile device that was affecting it. As for the screen glitching and artifacts, it may be an HDMI handshake failure. The fix may vary from TV to TV, such as switching display area from normal to full pixel, updating the TV's firmware, changing HDMI ports, factory resetting the TV, etc. What model of TV are you using?

I look forward to your response!

Best regards,

Jeran

[DSwiz]

I am using it plugged in to a Sony strdn1080 4k receiver plugged in to a TCL 75" 635 series tv. I have an Xbox one x plugged in to the same receiver, and previously had a fire stick 4k and Chromecast ultra plugged in the same setup with zero issues. It's only Ly the Chromecast with Google tv having this issue. Unplugging power and plugging it back in in is the only way to fix the issue. Resetting the tv and amp does nothing. Sometimes it is just some artifact blotches all over the screen and cursor does not highlight any options but sometimes it is much worse like the pics in this link:

https://photos.app.goo.gl/L97wCLHx5YHnMUox6

[Jeran]

Hey there,

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

Thank you,
Jeran
 

[DSwiz]

Yes, see what I posted above. It's still happening.