Google TV will not play library videos

[BostonOne]

I have a Google TV connected with Ethernet that works perfectly except when I try to play library videos.  I get a spinning wheel and the video never plays even after a device factory reset.  The issue seems exceedingly similar to this post.

https://www.googlenestcommunity.com/t5/Chromecast/Library-movies-all-a-spinner-on-Chromecast-with-Go...

[BostonOne]

To recap:

1. Netflix, youtube, etc all work on the google TV  when wired or wireless
2. I can watch play library videos when I access them through the youtube app
3. I can watch play library videos on my phone when connected to the wifi
4. I can watch play library videos on the google TV when I connect it to my phone's hotspot
5. After a google TV reboot a few seconds of the play library video will play but then it says a network error has occurred 
6. A factory reset does not change the behavior
7. Rebooting the router does not change the behavior
   
   This really seems like a bug inside of the Google TV play libary app.  Everything else works

[BostonOne]

Has anyone tried getting a refund for all their library videos?  If they wont play correctly I dont know what else to do

[Kimy]

Hi folks,

Thanks for posting here in the Google Nest Community.

@BostonOne, thanks for all the details and for being a step ahead of us. That recap you shared gave an insight into the probable cause, especially numbers 4 and 5. The fact that it worked on a different network (your hotspot) implies that it could be related to your home WiFi. And the message: A network error has occurred, emphasizing that something on your network prevents it from playing the content. This could be a DNS-related issue. If you can, you may need to access your router’s settings to change the DNS configuration. If it’s currently set to your ISP’s DNS, then change it to Google’s DNS (custom 8.8.8.8 and 8.8.4.4). But if it’s already set to Google’s DNS, then set it to your ISP’s DNS. The interface or where to find it varies per router brand and model. If you need to know how, you can contact the manufacturer of your router or your ISP if they gave you that router. Some users perform a factory reset on their router, which mostly resolves issues such as this, but we don’t suggest this, especially if the user is not quite familiar with it, and it’s best to contact the right people about it.

@michalborn, have you tried any steps from your end? We’d like to get input from you, similar to what BostonOne shared. A lot of people experience this, just like a lot of people can’t visit a particular website (server) despite having a fast and consistent internet connection.

We look forward to your responses.

Sincerely,

Kimy

[BostonOne]

Thanks for the reply Kimy!

I changed my DNS config from Google's DNS back to my ISP's and the same problem persists.  

Let me know if there is anything else I can try

[Kimy]

Hi BostonOne,

Thanks for the reply. Normally, the Chromecast device doesn’t require anything specific from the router settings, as long as it is a typical home Wi-Fi setup (nothing complex). But it still depends on the router, and if it really is required, then check the following:

Some programs require UDP ports and DNS addresses to allow devices like Chromecast to connect. The necessary ports and DNS addresses are listed below:

Ports:
 

• Outgoing UDP Multicast on ports 1900 and 5353
• Incoming UDP Unicast on arbitrary ports > 53 and 123
• Outgoing HTTP on ports 8008, 8009, 80, and 443

DNS:

Chromecast uses the following Google public DNS addresses:

• 8.8.8.8
• 8.8.4.4

Try to set the DNS back to Google public DNS. If it still fails, coordinate with your router manufacturer/ISP to restore the router to default. Apply your preferred settings, the simple ones such as SSID, password, etc., then set up your Chromecast as it is and observe if the behavior persists. If all is well, you can proceed with your preferred advance configurations, such as port openings, forwarding, etc. But if something went wrong after adding the advanced configurations, then we know the cause of the blockade.

Let me know how it goes.

Thanks,
Kimy

[BostonOne · Accepted solution]

Talked to my ISP, tried the ports, still nothing.  I ended up tracing this down to the HDMI cable of the Google TV being bent at a slight angle.  Now that the cable is straight, no issues.  

To anyone else experiencing these issues,  try to troubleshoot high speed HDMI interference

[Kimy]

Hello BostonOne,

Thanks for keeping us in the loop. We appreciate you sharing this resolution with us. Feel free to create a new thread if you have questions or concerns in the future.

Cheers,

Kimy