Library > Loading Error > Unable to load Library

[onitafmw55]

Hello since yesterday on my Chromecast with Google TV device.  I got an error in the library section.  "Loading Error Unable to load Library" with a Retry button.  Retry doesn't work.  Restarting doesn't work.  Pulling the plug, doesn't work.  Clearing the cache doesn't work.  Resetting my router (which works fine) doesn't fix anything.  I have plenty of space.

What can I do here?  Is this an issue on Google's end.  Is it a device issue?

[rogere84 · Accepted solution]

I've contacted Google about this. Here's what I've had back so far. Based on what they've written, I think it must be an unknown bug, although perhaps there's a larger issue that their development team are trying to resolve

From Google support:

Thanks for replying to Google Support!

This email is in reference to the issue you're facing with your family library.

We appreciate your efforts in sharing the screenshot. We're looking into this issue and we will update you as soon as we have determined the next steps or have more details.

I may be in touch to request more information about this issue.

I really appreciate your continued patience and cooperation as we work to resolve this situation.

[rogere84 · Accepted solution]

Anyone having this issue, please report it through Google support. I think the more evidence they have the better.

[Darkseer · Accepted solution]

For those of you who are experiencing this issue you can ask Google assistant to open google play movies and tv to access your content 

[rogere84]

Yep. I've also got this. Both of my Google TVs are doing it, but my children who are part of the family library don't have any problems in their bedrooms.

It's super annoying, given how much we've spent on content.

[DuncanI1978]

Same. I've got a library of several hundred films. Starting to wish I'd invested in amazon instead. Don't seem to have half the issues google has - this glitch is the most recent one. What really annoys me is how many duplicate versions of things they are and when you search for a film you own, you get a different record that asks you to pay again.

Not being able to access the library in super annoying as it's the only way you can find some films.

[Wiederman]

Coming from the Amazon ecosystem I can say the duplicate issue exists there as well... Got tired with how slow fire stick is also my fire tv stick 4k max keeps asking to delete apps to create storage even though in setting it says there is plenty... Trust me grass is not greener on the other side

[DuncanI1978]

I raised a case about this on Monday and as of yesterday google are still "researching".

My chromecast with google tv wont show my library but I can still see it on my phone. No issues playing back anything so far but I just can't browse the collection on the chromecast. I have to search directly for things I want to watch.

Also found this reddit thread with people having similar issues https://www.reddit.com/r/Chromecast/comments/sd393u/loading_error_unable_to_load_library_issue/

Google are aware of it but more than a week with no indication of a fix or even what the problem is. 

[rogere84]

Yeah, we're sitting near a thousand movies and shows. Our issue is the Google TV is in the living room and another in the master bedroom, my wife relies on my account being on the Google TV as some of the movies were bought before the whole family library concept came out.

I'm sure it'll be resolved by Google, but glad they are aware. I'll hop on a support with them Monday and report it properly just so it's taken a bit more seriously on their side.

I'd say I'm glad someone else is experiencing it, and to be honest, I probably am, but this shouldn't have happened in the first case.

I do wonder whether it's something to do with the number of items in the library. Maybe they thought someone couldn't reach over a couple hundred items.

[DuncanI1978]

I really don't know. I'm not convinced google has the best media database and their support with problems has been patchy to say the least

[Wiederman]

Having the same issue here

[ColeKing88]

I am having the Same issue on all my Chromecasts with google tv devices.

[rogere84 · Accepted solution]

I've contacted Google about this. Here's what I've had back so far. Based on what they've written, I think it must be an unknown bug, although perhaps there's a larger issue that their development team are trying to resolve

From Google support:

Thanks for replying to Google Support!

This email is in reference to the issue you're facing with your family library.

We appreciate your efforts in sharing the screenshot. We're looking into this issue and we will update you as soon as we have determined the next steps or have more details.

I may be in touch to request more information about this issue.

I really appreciate your continued patience and cooperation as we work to resolve this situation.

[DuncanI1978]

Same as they've said to me. Although strangely they also said they haven't had more reports of this issue.

Still waiting - been over a week now.

[Boatsbeatwork]

Same thing happening to me , tried all the same fixes nothing works 

Can see my library in youtube so that where I am watching it

[DuncanI1978]

If you haven't already can you raise a support case with Google? More reports will help resolve the issue.

[rogere84]

@Boatsbeatwork - please start a chat or contact support using this link: https://support.google.com/chromecast/gethelp

Additionally, as per Jeran's response: 

please submit feedback via the Google TV to let Google know about the issue and collect more data. The more feedback the engineering team can collect, the more efficiently they can work on the issue.

---

 The more reports we can get into Google, the better chance we have of their engineering team figuring out what's wrong.

[harv79]

Same issue here

[rogere84 · Accepted solution]

Anyone having this issue, please report it through Google support. I think the more evidence they have the better.

[Edelplastic]

Yes. I also reported that issue. Thankfully i not the only one with that Problem

[DuncanI1978]

The fact that it does resolve itself after a factory reset suggests an account related problem to me.

[Darkseer · Accepted solution]

For those of you who are experiencing this issue you can ask Google assistant to open google play movies and tv to access your content 

[DuncanI1978]

Cheers, I can see the library on my phone and cast it to the TV. I can search for and play things I own on the CCwGTV. Just can't view the library on the device.

[rogere84]

🤯 amazing! Thanks

[onitafmw55]

Yes I know and It's better than nothing Darkseer.  Still the library tab was much more modern and easier to use.  

[Jeran]

Hey there!

Thank you rogere84 and Darkseer for reaching out to support, as well as finding a work-around! I agree with rogere84 that if you are experiencing this issue, please submit feedback via the Google TV to let Google know about the issue and collect more data. The more feedback the engineering team can collect, the more efficiently they can work on the issue.

Best regards,

Jeran

[Jeran]

Hey there,

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

Thank you,
Jeran
 

[Erw]

Hello Jeran,

I'm just waiting for a fix to this issue like the rest who have posted.  I tried clearing the cache as one entry said that worked but it didn't work for me.  I have multiple Chromecasts with Google TV devices and all of them unfortunately are experiencing the Library loading error.

Thank you,

Gene

[Edelplastic]

Hi. My Dad also had that Problem like you and me. He resolved the issue while changing the Network connection to another Network. You can make a Hotspot with your Mobilephone? Delete your Network Connection on the Chromecast and connect to the Hotspot (at this Point the Media Library was loading at my Dad's Chromecast), after that you can connect back to your Home Network. Maybe something with the Network Certificates going wrong.

For me, this solution does not work. Please try and give me feedback. Thank you.

[DuncanI1978 · Accepted solution]

I got a message from Google asking me to try that but didn't work for me.

[DuncanI1978]

This isn't the solution. It was a suggestion of something to try that didn't work.

[onitafmw55]

It was an accident.  I was going to reply and hit the wrong button.  Sorry.

[onitafmw55]

Still having the issue Jeran.  This issue is not new.  It has existed since 2020 and 2021 based on old reddit threads.  Is it not fixable?

[onitafmw55]

I still have the issue.  After visiting reddit.  Users had posts regarding this in 2020 and 2021.  If this is an unknown issue.  It's a long lasting unknown issue.  

[DuncanI1978]

I found those reports too. There was no solution offered.

[onitafmw55]

Yep.  Well they offered some solutions but nothing worked for me.  

[DuncanI1978]

I think it's account related. I had an issue recently where preorders kept crashing. Could only place orders on my laptop.

That seems to have resolved itself but the library issue started not long after. 

There are also people who have reported the problem on multiple devices. I reckon creating a new Google account will sort it on the CCwGTV.

[rogere84]

The thought of starting again scares the heck out of me 😱

[DuncanI1978]

I haven't tried that for that reason, that it wouldn't solve the actual issue. All my content is on my main account.

I do think Googles technology is a bit sketchy with these sorts of issues. I've had whole seasons of TV series disappear from my account that I've had to get the support to restore. I have a pixel c tablet that won't play any google play content at all because of repeated licence errors. Never got to the bottom of that other than that the tablet itself is no longer being supported - but this is their actual stock hardware running sick Android. It should work.

[rogere84]

I have faith that they'll resolve it, but I'm also fully aware that without reports to support it'll be overlooked as a couple of people experiencing it. For full disclosure, I'm in software development and we regularly look at how many users are impacted by a bug and weigh up the cost of it.

I'd hope everyone who's replied on this thread has been on a chat with live support.

[rogere84]

I had a rather lengthy live chat with Google Chromecast support. Google Play had redirected me there. Ultimately it was acknowledged that there was an issue that they've heard about a few times and the developers are working on it.

I've got the time to spend making sure this gets fixed. I've invested far too much money into my Google Play library to abandon ship, so the only option is to get them to fix it.

In the meantime, the best and most helpful thing to do will be to contact the Google Chromecast support chat. The link is here:

https://support.google.com/chromecast/gethelp

Make sure you reference this thread and provide them with a photo of your TV showing the error. It seems the senior support know more than the first line support about the problem. We need to make sure it's recognised that a significant number of users are experiencing it.

[onitafmw55]

Thanks for your help and effort.  

[DuncanI1978]

Anyone have a working library yet?