No network connection when reset device

[Riechers34]

This device worked fine for over a year. The remote wasn't working so I tried resetting the device and now I'm stuck in the setup. I keep getting an error that it won't connect to the internet. It initiated a system update which stays at 0% and eventually times out saying it cannot reach the internet.

I've tried everything I can think of and need other ideas. Rebooted device and router, deleting the device and adding to a different room, updated firmware to router, tried mobile hotspot with phone, etc.

Please help!

[Jeran]

Hey there Riechers34,

I apologize for the late response, thank you for being patient! Were you able to fix that network connection issue? If not, I'd be happy to help out, as this can be a bit tricky to resolve. First, make sure that the device is plugged into the wall outlet (not USB power) and the light on the device is a blinking or solid white. If possible, make sure the device is plugged into the power outlet for at least 24 hours. Then, make sure that the Chromecast device is within 15 feet from the router. This step will ensure a stable connection when downloading the update. Finally, make the Chromecast forget the Wi-Fi network, and re-set it back up. 

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

Best regards,
Jeran

[Riechers34]

Jeran,

Thanks for reaching out.  It's still getting stuck at the "Downloading Stem Update" screen before it times out and says it won't connect to WiFi.  Its plugged into the same outlet it had been plugged into the past year it was working.  Solid white light.  The router is 2 feet from it.  I've tried forgetting the network and also restarting from the beginning probably 30-40 times and no luck.  Please help!  I would like to get my device operational again.

[Jeran]

Hey there Riechers34,

No problem at all. First, go ahead and just soft reset the router, then try connecting again. Afterwards, if that didn't help, factory reset the Chromecast, then see if you are able to set it up using a Mobile Hotspot instead. That way, we can isolate the issue to either the Chromecast or the network. If you are able to connect to a Mobile Hotspot, try factory resetting the Chromecast again and attempt to connect to your normal Wi-Fi. However, if you are unable to connect to either network, let me know.

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

Best regards,
Jeran

[Riechers34]

Thanks.  I've tried these steps in the past, but retried again.  Soft reset on modem and router did not work.  Tried forgetting the network to reconnect without luck.  Tried mobile hotspot.  All led to getting getting stuck at the update.

Tried another factory reset on the Chromecast and reconnecting via WiFi then Hot Spot with the same results.  It says connected then seems to get stuck without any progress on the progress bar at the Downloading System Update screen before timing out.

[Jeran]

Hey there Riechers34,

Hmm, that's no good to hear. In this case, we may need to get you into contact with Chromecast Support to dig a bit deeper. If you don't mind, would you be able to fill out this form to have support get a hold of you?

Best regards,

Jeran

[Jeran]

Hey there Riechers34,

Thank you for filling out that form! You should have someone from Chromecast Support reach out to you via e-mail, so feel free to continue the conversation over there. In the meantime, unless you had any more questions or concerns for us here on the forum, I'll go ahead and lock the thread in 24 hours.

Thank you,
Jeran

[Riechers34]

Jeran,

I haven't heard yet and wanted to reach out before you locked the thread.  I filled out the form on Thursday right away.  I look forward to hearing from somebody soon.

Jason

[Jeran]

Hey there Riechers34,

No problem at all! There has been an influx of cases recently, so it may be a few days before you hear from them. Would you like me to keep the thread open in the meantime until they contact you?

Best regards,
Jeran

[Jeran]

Hey there Riechers34,

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

Thank you,
Jeran

[Riechers34]

Yes, I still need assistance.  I have not been contacted yet.

[Jeran]

Hey there Riechers34,

I'll see if I can check with Chromecast Support on this and hopefully get them into contact with you quicker. I appreciate your patience on this.

Best regards,

Jeran

[Juni]

Hi there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.

Thanks,

Juni

[Jeran]

Hey there Riechers34,

I'm just checking up on this thread, and it looks like Chromecast Support has been in contact with you. In that case, do you have any more questions or need any additional help from us here on the forum? 

Best regards,
Jeran