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No longer able to add devices to Chomecast Remote (Chromecast with Google TV)

iketricktor
Community Member

I was having issues with my Chromecast giving no signal to my Sony TV even though it was on. I contacted Google and they said my device was out of warranty and that I needed to buy a new one, so I did. This new device was having the same issues, so it got warrantied.

I am now on my third Chromecast and now I can't add my TV as a device for the Chromecast remote to control. When I go to settings --> remotes and accessories --> set up remote buttons --> add a device, I get to the screen where it's looking for the brand of the TV and I get an error saying "something went wrong". No matter how many times I select try again, it gives me the same error. I have two different remotes paired to the same Chromecast and they're both giving me that error. 

I have tried a factory reset along with clearing the data in the "Android TV Infrared Service" app and neither has worked.

This was not an issue with the previous Chromecast. What can I do to fix this? I really don't want to get stuck in the cycle of continuously getting warranty replacements and having to start all over.

108 REPLIES 108

ArmandoPenblade
Community Member

Same issue here with a brand new fully up to date Chromecast 4K + remote. Ugh. 

vr0om
Community Member

I'm also having the same issue with a brand new Chromecast I received today. I actually bought 2 - the setup went perfectly smooth on the one connected to my bedroom TV, but I'm having this "Something went wrong" issue on the one connected to my basement TV.  Both are on the same network.  I've tried multiple factory resets and the "Android TV Infrared Service" data clearing that I've read so much about, but nothing is working and it's driving me nuts.

Kimy
Community Specialist
Community Specialist

Hi folks,

 

Thanks for posting here in the Google Nest Community. We’re sorry for the delay in response. Yes, this was one of the recognized bugs, and this issue did come and go until an intended patch fix was sent and completed around October 2023, although there are still a few users reporting this. We tend to think that the previous patch file may have been overlapping or that there are missing files from the data library due to the consecutive patches. I suggest you do a full clean-up by performing a factory reset one last time, then setting it up from scratch to remove any corrupted files or data. If it persists after this, then let us know so we can forward this to our support team.

 

Thanks,

Kimy

iketricktor
Community Member

I've already done a factory reset and it didn't fix it. I made this post in Nov 2023 after your supposed fix came out in October. It's still not working. 

I ended up returning mine and getting a new one - the replacement worked just fine. I think a bad batch must have been released in Fall 2023. Hopefully you can get (another) replacement from Google.

Kimy
Community Specialist
Community Specialist

Hi everyone,

 

Just an update. A rollout for the new Android TV OS build, STTL.231114.004, has been released. Kindly update yours, and if it is not available, you may need to factory reset to force it. Most users who are still experiencing this “Something went wrong” issue claimed that the update fixed the issue. Let us know how it goes on your end.

 

We look forward to your response.

 

Warmly,

Kimy

iketricktor
Community Member

I got a brand new Chromecast and confirmed it is updated to the latest build and it is still not working. In fact I don't even get the "something went wrong" screen anymore. It just reverts back to the previous screen and nothing happens. 

Kimy
Community Specialist
Community Specialist

Hi iketricktor,

 

I’m sorry to hear that you’re still experiencing the issue despite having the latest update. We'd like to look into this for you. Please fill out this form with all the needed information and let me know once it’s done so I can forward it to our support team.

 

Thanks,

Kimy

iketricktor
Community Member

Okay, I just filled out the form.

Kimy
Community Specialist
Community Specialist

Hello iketricktor,

 

We got your form — thanks for filling it out. I’ve endorsed it to the support team, so kindly wait for them to reach out to you via email.

 

Please allow a few days for the team to contact you.

 

Cheers,

Kimy

MeshT
Community Member

Hey, 

I have the same issue with my chromecast, it's brand new 4K model.

I've updated the software and still nothing. 

I'll appreciate any help with that 🙂

This is my problem exactly - don't even see list of TV brands. 

I have the exact same problem. Even tried clearing the data and cache for the "remote" system apps

I am also having the same issue. With a chromecast that was delivered this morning. I am going to try a factory reset, but based on the replies here I am not holding my breath.

Same issues here, just got mine this morning 🙂

I don't have any errors it just goes back to the previous menu

Sirard
Community Member

This is what is happening to me too on my 4k i just got two weeks ago. No solution

Gmoren
Community Member

Same here. Brand new unit. It did all upgrades. Can't see a list of TV devices 

This is exactly what's happening with my Chromecast as well. This is super annoying.

CPeto
Community Member

I bought a 4k model today and it won't add devices. No error just spins the wheel for a second and then disappears and back at the menu. Thinking it was a dodgy model I returned for a replacement. Same issue. Have done updates but nothing

Justjosh
Community Member

I just purchased one, updated apps & system.  Click on add-device, then "TV" or "soundbar" or "av" and it bounces right back  cannot add anything. 

I was able to solve by doing a factory reset and setting up with remote rather than Google Home on your phone. See my full comment for walkthrough

Confirmed to work on 4k model. Takes some time to input data manually but both tv and sound bar work with Google remote afterwards. 

Anonymous
Not applicable

Same issue over here, it seems that it happens on older ones? I'll convert mine to a server bcs it's useless for me now and Google support won't do nothing 

Sweaver2645
Community Member

Having the issue here with brand chrome cast with google TV. When you select add a device and select tv, it just jumps back to the add a device window.

Kimy
Community Specialist
Community Specialist

Hi Sweaver2645,

 

Thanks for joining this thread. What steps have you tried so far? Kindly give us the full details of the steps that you’ve tried. We just want to avoid doing the steps again or assuming some steps have been done but weren't done correctly. We look forward to your response.

 

Thanks,

Kimy

MrcKck87
Community Member

There are no steps to be taken. This is a software bug. Nothing else

iRdMoose
Community Member

Over the past couple weeks several people, including myself have indicated we are experiencing this issue on a combination of new and old devices. Are you aware of any updates that you can share from the development team on this issue? I'm getting close to the end of my return window where I can switch to another provider's device, and the silence from Google is not giving me confidence that a nonfunctional bullet pointed feature will be fixed before my return window lapses.

Rossgreg
Community Member

Bought two brand new Chromecast devices today, based on favorable recommendations on WireCutter.  Neither works as expected.  On my Samsung TV, I try to "Add a Device," and get a short spinning wheel, then a return to the menu.  The TV doesn't show up as a device.  CEC works to let me control the power, but not Volume.  I can control volume by changing settings to "Chrromecast" from "Auto (CEC)."  Not satisfactory.  On my other TV, an old Element, I also can't pair with the TV and the TV doesn't show up on a list of Devices.  I am able to change settings to allow "Chromecast" control of volume, but there is no way to control Power.  I have to manually turn off the TV with the power switch on its side!

 

This is really disappointing.  I bought these two devices to replace two worn out Roku devices.  It's looking like a made a mistake.

tonygr11
Community Member

Please advise if Google will commit to a software fix. We paid for a product expecting a feature to work, which definitely does not. Only a Google Software update will fix this. I don't understand why Google apparently could care less.

You can solve doing a factory reset and setting up with remote rather than Google Home on your phone. See my full comment for walkthrough

I’m having this issue with a brand new chrome cast. Did you find a solution?

Aminougly
Community Member

I haven't found any solution yet. Mine is a brand new (International) Chromecast With Google TV.

DnnyKlnr
Community Member

Same here on a brand new chromecast with google tv (latest update as of 26th feb). I have a LG tv and when selecting add device> TV, it very briefly shows the 'loading' circle thing before jumping straight back to the set up remote buttons menu. Doesn't say anything no error messages or nothing it just acts like I'm pressing the back button. 

My TV 100% supports this function as I can control my tv volume/input etc with a ps5 media remote. But chromecast doesn't seem to want to let me add my tv 

So I found a semi-work around. I did a factory reset through the settings page -> system page. This brought it back to before any software updates. In this UI you can actually setup your remote *prior* to setting up the google TV itself. My remote now controls my sound bar and my TV after going through the manual setup.

 

I’m going to hold off on doing any more system updates for awhile now until they come up with a fix.

This worked for me, too!

Can confirm this as well. Take the time to go through the manual setup, via remote, upon initial setup and you can then select the TV brand and configure the remote, through this process. 👏
Kicking myself for sticking with chromecast when there are so many other options. 

That worked for me, i will try to stop  system updates too

This worked for me too, thank you!

MrcKck87
Community Member

Got the same problem here. Bought it like 2 days ago. When I press add device. TV it just jumps back to the main menu. Did a reset. Now using CEC but it only works for turning on and off of the tv. So it would be nice if I could just use one remote. So please fix this.