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Disconnected Device error on

Henry4
Community Member

5A449BF8-0319-4285-A7FB-7D1B511CC037.png

 My device is setup. Both my phone and chromecast are on the same wifi network, but I keep getting this error message on my Google Home App. When I go into the HDMI port to display on my TV, it shows the device displaying images on the TV…
This has been the issue from the start. 
The light on the device is white. 

22 REPLIES 22

Henry4
Community Member

28A834F1-17CA-401F-B260-3D283A949CD5.jpeg

 I don’t know if it’s Gen 3, but this is the box it came in 

Henry4
Community Member

I’ve tried rebooting and starting from scratch a few times, but it always goes back to the same error message. 

Henry4
Community Member

DCB5B24B-098C-4D46-9044-BB1032EA67B5.png

 Google Home App settings…

Bosslady81
Community Member

I’m having the same issue with both my chromecast. it’s had me in tears for the last 2 days. 
Please tell me you have found a solution 

Haven’t figured it out yet… 

JenniferV
Community Specialist
Community Specialist

Hey folks,

 

Thanks for reaching out and sorry to hear that you're having a connectivity issue with your Chromecast. Let's sort this out.

 

A few questions: How far is your Chromecast from the Wi-Fi router? Are there any changes to your Wi-Fi network? Do you have a dual band router?

 

Give these steps a try:

 

  1. Reinstall the Google Home app.
  2. Reboot your Chromecast, mobile phone, and Wi-Fi router.
  3. Turn off mobile data on your phone. This is to make sure your phone will only connect to the Wi-Fi network.
  4. If you have a dual band router(Wi-Fi router broadcast 2 networks with different names to indicate the 2.4 GHz and 5 GHz networks), make sure your phone is connected to the same network as your Chromecast.
  5. Use a different mobile phone.
  6. Factory reset your Chromecast.

Let me know how it goes.

 

Thanks,

Jennifer

JenniferV
Community Specialist
Community Specialist

Hey there,

 

It's me again. I want to make sure you're all good — how did the steps go?


Thanks,

Jennifer

Henry4
Community Member

Hey Jennifer, sorry I haven’t been home this last week. But I’ll try the steps next week and let you know how I go. Thanks for replying and checking in. 

JenniferV
Community Specialist
Community Specialist

Hi Henry4,

 

Got it — take your time. I'll wait for your update.

 

Best,

Jennifer

Henry4
Community Member

Hey Jennifer, I have tried these steps and unfortunately it’s still not working 

Henry4
Community Member

94DDB849-4831-4C2F-B383-8ECF118653AD.png

 All goes well and everything is connected to the same wifi. When it gets to the tutorial of how to cast, it’s asking for a 4 digit code, but it doesn’t display this anywhere and there is nothing in the app that shows me the code either? 

Henry4
Community Member

To answer your previous questions; 

1. MY Wifi router sits right next to my TV, within 30cm of the Chromecast. 
2. No changes to my Wifi Network

3. It’s not a dual band router 

JenniferV
Community Specialist
Community Specialist

Hi Henry4,

 

Thanks for getting back to us. It looks like it's asking for the 4 digit guest mode pin. Could you please check if the guest mode setting is turned on? See the steps below:

 

  1. Make sure your mobile device or tablet is linked to the same account as your Chromecast.
  2. Open the Google Home app.
  3. Touch and hold your device's tile.
  4. At the top right, tap Settings  > Recognition & sharing > Guest mode.
  5. Turn off Guest mode.

After you turn it off, reboot your mobile phone and make sure it is connected to the same Wi-Fi network as your Chromecast then try again. 

 

Thanks,

Jennifer

Henry4
Community Member

Hey Jennifer, I’ve completed those steps, but when I try to click on Linked Accounts, it’s telling me that the settings aren’t available and that I need to check my WiFi connection. But both my phone and the Chromecast are still connected to the same WiFi, because that’s the only wifi I have 

Henry4
Community Member

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JenniferV
Community Specialist
Community Specialist

Hi there,

 

Thanks for the update. Could you please try to forget the network on your phone and reconnect it? Also, if you have mobile data and it's turned on, please turn it off to make sure that your Chromecast will only connect to your home Wi-Fi network. If the same issue persists, please try to reset your Chromecast again and set it up using the same network as your phone

 

Keep me posted.

 

Thanks,

Jennifer

Henry4
Community Member

I’m really sorry, but it’s still not working. I’ve restarted everything again from scratch. Kept my mobile data off and reconnected to the wifi. Factory reset the chromecast. Reset the wifi. Guest mode is off. 

 

I’m so sorry, but is there something else I should be doing or trying? 

Henry4
Community Member

903CE957-B1C4-4636-8889-14CC8D3B8FCC.png

 that’s my Chromecast information 

9819F5A3-73DC-4954-9DE2-B66FA61102D7.png

 and that’s my wifi connected to the same wifi

JenniferV
Community Specialist
Community Specialist

Hi Henry4,

 

Oh no! Could we try to use your mobile hotspot and set up your Chromecast? This is to isolate the issue if it's with the Wi-Fi network or with the Chromecast device. 

 

To use your mobile hotspot, you should have two devices (one as a setup device and the other with the hotspot as a router). This is because most devices won’t allow both Wi-Fi and mobile hotspots to work at the same time. Also, make sure Bluetooth is turned on to discover the device during setup.

 

If it still doesn't work, please fill out this form so we can take a deeper look into this.

 

Best,

Jennifer 

Henry4
Community Member

Hey, 

I tried everything again from scratch; rebooted the wifi, my phone and factory reset the chromecast - it’s working now! I’m cheering!! Thank you for you help. Appreciate it 

JenniferV
Community Specialist
Community Specialist

Hello Henry4,

 

That's cool! Glad to hear that everything is up and running now. In the meantime, do you still have other questions and concerns?

 

Regards,

Jennifer

JenniferV
Community Specialist
Community Specialist

Hi there,

 

I haven't heard from you in a while so I'll be locking this thread if there’s no update within 24 hrs. Feel free to start a new thread if you need help in the future.


Thanks,

Jennifer