I am on my 4th Chromecast in less than a week ... all have freezing video

[Eric_of_AZ]

About a week ago, I returned a 3rd generation Chromecast (black disc) to Walmart for a refund because the audio and video kept sputtering.

I replaced it with a 4k Google TV Chromecast device.  Video and audio sputtered ... and a new problem reared its ugly head:  after anywhere from a few seconds to a couple of hours, the video would eventually completely freeze (while the audio continued through).

Now that Google no longer supports Chromecast devices (originally, you could call Google, then you could request a call back ... now all they offer is online chat with another user that knows less about the product than I do), you are limited to only a couple of trouble shooting steps.  Power cycle the Chromecast unit, restart your computer, and make sure you have a good, high-speed internet connection.

So after dealing with this for a day or two, I took the unit back to Walmart, and exchanged it for another.  Exact same issues.

When it came time to return this unit, I decided to try a regular (HD, not 4k) Google TV Chromecast (as it turned out, they were now out of the 4k units after I purchased and returned the 2).

Exact same issues.  I have 400 mbps internet.  I notice no issues while streaming or downloading.

Please help.

[Kimy]

Hi Eric_of_AZ,

Thanks for posting here in the Google Nest Community. We’re sorry for the trouble, and this is not the experience that we wanted you to have. Based on your description, this can be identified as a possible network issue. I understand that you have a 400 Mbps internet speed, which is why downloading is smooth. But factors such as latency, auto-band steering, interference, etc. may also cause such situations. After all, it’s odd to say that all four Chromecast devices are broken after testing them all on the same network.

For now, we can isolate if it’s a network issue by testing one of your Chromecast with Google TVs (4K or HD). Disconnect it from your Wi-Fi and connect it to your phone’s mobile hotspot. Keep it in the proper range and observe if it shows the same behavior. Let us know how it goes.

We look forward to your response.

Thanks,

Kimy

[Eric_of_AZ]

Thanks for getting back to me.

Well, first hurdle:  an option that USED to be available in my Home app is no longer available ... "remove device", which is what I assumed  I needed to do to connect it to my phone's hotspot.  Closest option NOW available is "delete home."  So I did that.

So I turned off my wifi and turned on my phone's hotspot.  Well, of course Home did not like that ... insisting I turn on my wifi.  So I did that.  Now it can't find the same Chromecast that I have been using for the last 2-3 weeks (number 4 in that time period).

I have done the usual trouble shooting steps:  resetting the chromecast, power cycling my modem/router.

Home still can't find it.

I think it might be time for Google TV #4 to go back to Walmart.

Fortunately, another 4k unit arrived from Walmart.com today.  Will try that next.

I have to say, it makes me wonder how people who don't have my 45+ years of computer experience ever gets one of these to work.

[Kimy]

Hello Eric_of_AZ,

Thanks for the reply. For Chromecast with Google TV, you don’t need to make any changes to the Google Home App. You just need to navigate through settings using the remote and change the network connection from your home Wi-Fi to your phone’s mobile hotspot. Observe from there if the issue still persists.

Keep us posted.

Regards,

Kimy

[Eric_of_AZ]

Thanks.  Got THAT to work.  Same issues with sputtering audio after a few minutes.

[Kimy]

Hi Eric_of_AZ,

Thanks for the reply. You've got me confused. Did it work well using a mobile hotspot but happen again after switching back to Wi-Fi? Or does it still persist even via mobile hotspot? If it worked well via mobile hotspot, then this is related to the network. If it persists via mobile hotspot, then let’s isolate it by testing on another TV.

We’ll wait for your response.

Best,

Kimy

[Eric_of_AZ]

Sorry.  It had the same issues with the phone as a mobile hot spot.

Don't really have another TV that I can try it with.

The 3rd generation Chromecast worked out until a couple of months ago.  Occasional audio/video sputtering usually went away (at least for a while) after a reset.  Just got more and more frequent of late, with the added problem of video freezing all together, which led to its return and the subsequent purchase of 4+ Google TV devices (3 4k, one regular HD).

All of the Google TV devices have had the same issue of video and audio sputtering (making it virtually unwatchable, as the audio is unintelligible wiht the sputtering) and the eventual video freezing.

Another weird detail.  Internet provider (Sparklight, formerly Cable One) found noise on the line.  Came out 2 weeks ago, replaced a part they said was corroded and added a noise filter.  Issues have been MUCH worse since they did this.

They are coming out again tomorrow, as they are still seeing issues on the line.  Will keep you posted.

Thanks.

[Kimy]

Hello Eric_of_AZ,

Thanks for the details. We can wait for your ISP’s technician to check if they’ll find something. At the same time, if there’s a way that you can test it on another TV, like from a friend’s house, that would help us more.

Keep us posted.

Thanks,

Kimy

[Eric_of_AZ]

ISP service tech was just out here for almost 90 minutes.  Replaced some cables and connectors, inside and outside.  Says there are still some issues at the "plant" (beyond the borders of my property) which they need to address (and hopefully will today). 

Here's another piece of information, that you may or may not find helpful in diagnosing the issue.  The audio and video sputtering do NOT appear to happen when I cast from my Android phone (Samsung S22+).

Why would these issues only happen when casting from laptop?  It is a brand new, state of the art ASUS laptop with the new I9 processor.

[Kimy]

Hi Eric_of_AZ,

Thanks for the update. I suggest you give our friends at the Google Chrome Help Community a shout. They may know a particular setting that can be toggled in Chrome://flags, or they may have a workaround for this. Let us know how it goes.

Sincerely,

Kimy