Google TV 4K black screen after wake-up

[DKRD]

Hi,

since a few months I cannot wake-up my GTWC anymore. I used to turn my TV (Samsung) on, select “Chromecast” and the GTWC would switch on and show the home screen. When I just got it, it would even switch on a few seconds after my TV, without first needing to click the Chromecast icon.

But now, nothing, just a black screen. Not even switching my tv off/on helps. I ask Google assistant (nest mini) to turn of Google tv (which it does, followed by my tv and amplifier also switching off, so the GTWC was definitely on) and then to turn it back on. Only then it shows the homescreen.

I’m pretty sure this started since the most recent software update, but not 100%. Also, when Google tv displays the homescreen and I do nothing for about 15mins, my tv and amp switch off. The automatic sleep option in Google TV settings is set to “never”. My tv never turns off by itself, so GTWC is doing this. I can’t for the life of me find the option to switch off any screensaving or timer option, other than the one that is al ready set to “never”

Needles to say both problems are really annoying. 

[Jeran]

Hey there DKRD,

I apologize for the late response, and thank you for being patient! Were you able to fix that black screen issue? If not, I'd be happy to help you out. This could point to a couple of things, so we'll try a few troubleshooting steps.

• Make sure your Chromecast is correctly plugged into the TV or power source.
• Check what color the LED light is on the Chromecast.
• Make sure your TV has HDMI-CEC enabled, and the Chromecast is plugged into an HDMI port that supports HDMI-CEC.
• Try using different HDMI ports on the TV.
• Make sure the Chromecast is powered via a wall outlet, and not a USB port on the TV.
• Try plugging the Chromecast into a different wall outlet.

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

Best regards,
Jeran

[PRTL]

Hi Jeran,

Thank you for your reply. I am an A/V tech so I’ve taken all these steps. The fact that the only thing that works is either telling the assistant to shut down Google TV and start it back up, or doing so myself with the Google TV remote (which I never use, I use my TV remote instead) kind off confirms for me there is nothing wrong with the cabling and/or connections. I have however tried a different HDMI port. If it’s on and working correctly, I can control Google TV with my TV remote perfectly well. I’m pretty sure this started happening after the last update. Google TV doesn’t seem to wake up. I have had situations where, out of frustration, I would randomly click buttons on my remote causing TiviMate to start up and producing audio, but no image (screen still black). 

[Jeran]

Hiya PRTL,

Just out of curiosity, what color is the LED light on the Chromecast device when this issue occurs? For example, if the light is solid or blinking white, I'd recommend that you make sure your TV and your Chromecast are up-to-date. If you are able to, see if you are able to re-create the issue on another TV. Then, if the problem persists, go ahead and factory reset the Chromecast. The troubleshooting steps vary a bit depending on what color that LED is. 

Best regards,

Jeran

[PRTL]

The light is solid white. Both devices are up to date. Factory reset is not an option as I’ve read similar stories where all that did was waist time. The Google TV started acting like this around the time of the last update, it’s never done this before 2023. I have a Mac Studio connected to the same tv which never has issues. It’s not the TV, 100%

[Muddi]

Hi there,

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

Cheers,

Muddi

[Muddi]

Hey PRTL,

We appreciate your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.
 

Cheers,

Muddi

[DKRD]

Do you mean the form where I have to fill in my details and then explain the problem all over again?

[Princesss]

Hello there,

We just want to check-- have you had the chance to fill out the form?

Best,

Princess

[DKRD]

Like I said: the form where I enter my details and have to explain the problem all over again? 

[Princesss]

Hi DKRD,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Princesss]

Hi DKRD,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess