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Google Assistant from Nest Mini or Google Home app doesn't want to open Netflix on Chromecast 4 gen

janniebasson001
Community Member

Hi there

I have bought a new google chromecast 4 gen and a google nest mini 2 gen.

I have completed the setup on google home, and everything works fine.

I can play music on the nest mini via the assistant. 

I can cast from my phone to the chromecast directly. 

I can use the assistant mic on the chromecast remote to play PawPatrol on Netflix.

What I cannot do is the following:

I cannot use the assistant on the nest mini or on my phone with google home app, to play PawPatrol on Netflix TV (chromecast). Or any other content. 

The assistant recognizes everything, but when it actually wants to open Netflix on the chromecast, it says I could not understand. 

I have confirmed the wifi settings, also the google accounts, and the linked netflix account. All is correctly configured. 

It looks like a permissions problem but I'm not sure.

The problem comes in with the Chromecast, as the Nest Mini can still control my smart plug (outlet). 

Is there maybe anything that I missed with regards to the chromecast? 

 

 

 

2 Recommended AnswerS

Are you using the same Google account in your Google Home app and the Google app on your phone, and on your Chromecast? 

In any case, for further troubleshooting I'd recommend that you contact the Google Nest support team directly. They'll be able to check on further possible troubleshooting options and next steps.

View Recommended Answer in original post

Hello Jannie, 

Can you check if you have enabled personalized results and history? 

You must enable history on assistant if not enabled, many services won't work. 

Open home app -> click your user icon -> assistant settings

For personalized:

Find "personal result" and enable it on both, your phone and on the mini/nest. 

For history:

Search for "your data in the assistant" and check it is enabled (at least basic history)

 

I had similar issues with my Nvidia shield and this helped.

View Recommended Answer in original post

22 REPLIES 22

davidking
Gold Product Expert
Gold Product Expert

Is your Chromecast linked to your Nest Mini?

Link your TV to your Google Nest or Home speaker or display

Hi @Dav thanks for taking the time to reply. 

Yes, they are linked, as far as I know. There might be a small technicality that I am missing, however I have been through the process a couple of times, just to make sure I didn't missed anything. 

I have also factory reset the chromecast. 

They are in the same room, ie. living room. So I have the TV (chromecast 4 gen) and the Speaker (nest mini 2 gen)

Does it only happen with Netflix or other apps as well? If you tried YouTube as a test, what happens?

Nope, not only Netflix. However, commands that reference Netflix, would say "sorry, I do not understand"

For the other apps like Youtube, or Prime Video, it will say "got it... launching Prime Video on TV", but nothing happens.

I should also be able to turn the TV off or on, and those commands are accepted, but nothing happens on the TV. I do have CEC enabled. 

Is your Chromecast set as your default TV in the Google Home app settings?

Pick a preferred TV or speaker for video and audio playback

Yes, If I go to the Speaker ( Nest Mini) in Living Room

Settings > Audio 

Default music speaker = Nest Mini (Speaker) 

Default TV = TV (chromecast) 

Okay, let's try these steps:

  1. Make sure your Chromecast and Nest Mini are within 15 - 20 ft (4-6 m) of the Wi-Fi router. If they are not normally that close, move them temporarily to test.

  2. Reboot your router. Most routers just require that you unplug the power source and then plug it back in to reboot. Make sure it's back online before continuing.

  3. Reboot your Chromecast and Nest Mini. Unplug them from the power and source and then plug them back in to reboot.
Try again and let me know if anything has improved!

Hi @davidking 

Thank you, I have done the above, but can confirm no change. 

Devices and router on in the same room. around 4 - 5m away. 

Assistant from Nest Mini or from Phone gives the same error.

Nothing except the Chromecast (remote) can start a movie on Netflix or similar app. 

 

Let me share this with other experts to see if they have any ideas.

No problem.

Would it be worth it to factory reset chromecast and load it with a new google account ? 

So new google account on speaker and new account on chromecast? 

So I am busy resetting the Chromecast again, but I am doing the configuration without Google Home App.

Still using the same google account

When it goes to link services, it shows something went wrong, for a couple of seconds. Then it continues and shows YouTube music as a service. I can then select Netflix. 

Maybe someone from the tech side would know what happens behind the scenes on the linking step and if their could be a problem with my linked services? 

That's an interesting observation. After the setup, you can try unlinking and relinking Netflix? 

  1. Open the Google Home app.
  2. Tap the Settings cog.
  3. Under "Services," tap Video.
  4. Under Netflix, tap Unlink > Unlink account.

Now try linking it again?

Hi

I have unlinked my Netflix subscription.  It now shows Link as the only option

The strange thing is that Netflix is still working on Chromecast. It shows on Chromecast subscription require to enable settings.

But it's still working, I'm not sure if it should be.

Is there any support I can get from Google on this matter? Or should I return this device.

I have done everything possibe, so many online posts and still nothing.

I have cleaned and factory reset the cast and another phone. Created a new google account, new home, used that on phone and cast, but still no luck.

I do get an error code when trying to open YouTube on TV, but only sometimes. 

When there is no error, I would get power on off screen on google home, and nothing happens on tv.

The error would be something like:

Please choose another video

Please report this id

X2A5 FHT9 STHH

I asked a specialist for some further steps you can try and this is what they suggested.

  • Remove Chromecast from your Google Home app, by tapping it > Settings cog > Remove device > Remove. Then re-add it by tapping the + icon at the top left > Set up device.
  • When connecting the device to the app, you should be able to enable the voice match feature inside the app.
  • Unlink Netflix and re-link it once more and see if the issue persists.

janniebasson001
Community Member

Thanks for coming back to me @davidking 

I have also tried the above, with no luck. 

I can see the remote option now, in google home for the chromecast. So I can control the chromcast with my phone using the virtual remote.

However, still not able to control via google home assistant or via google nest mini gen 2.

When there is a voice command for the chromecast to action, nothing happens. Using the remote, it works seamlessly. 

Could this be a hardware problem? 

Are you using the same Google account in your Google Home app and the Google app on your phone, and on your Chromecast? 

In any case, for further troubleshooting I'd recommend that you contact the Google Nest support team directly. They'll be able to check on further possible troubleshooting options and next steps.

Thanks for all you help, appreciate it.

Yes, I used the same account on all.

I think it might be a support problem in South Africa maybe. 

Hello Jannie, 

Can you check if you have enabled personalized results and history? 

You must enable history on assistant if not enabled, many services won't work. 

Open home app -> click your user icon -> assistant settings

For personalized:

Find "personal result" and enable it on both, your phone and on the mini/nest. 

For history:

Search for "your data in the assistant" and check it is enabled (at least basic history)

 

I had similar issues with my Nvidia shield and this helped.

Jeran
Community Specialist
Community Specialist

Hey there,

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

Thank you,
Jeran
 

Jeran
Community Specialist
Community Specialist

Hey there,

Did you have any more questions or need any additional help? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran
 

Jeran
Community Specialist
Community Specialist

Hey there!

We haven't heard back from janniebasson001, and it's been a few days, so I'm locking the thread. As always, feel free to make a new thread if you have any more questions or concerns.

Thank you for your help, David and Baston!

Best regards,
Jeran