Set up remote buttons. Something went wrong.

[Roblackpool]

Hi guys, I started out with 1x Chromecast HD on our Living Room TV (Samsung). Liked it, moved it to our Study TV (Samsung), bought another HD device for our Bedroom TV (Sony), and bought a 4K Chromecast to replace the HD on our Living Room TV. In addition, I bought an ethernet adapter for the 4K straight into our Google Pro Router, to make sure we had best possible connection. 

The 4K Chromecast is set up fine, although the remote won't pair with the TV. I am getting the same problems outlined in this thread, which was supposedly fixed back in Jun-23: https://www.googlenestcommunity.com/t5/Chromecast/set-up-remote-buttons-something-went-wrong/m-p/451...

The Remote will turn the TV off (although I don't know if it's just turning the Chromecast off and the TV goes off with it), but can't adjust volume or change source.

When I try to Add Device to assign the volume buttons, I get to the "TV / Soundbar / AV Receiver" selection screen, then (no matter which I select) within 1/2 second I get the "Something went wrong." error. 

The fixes/troubleshoot in the above thread do not work for me. I have tried everything... 

- Update firmware (Chromecast and Remote)

- Clear IR Service cache

- Factory reset: TV (twice - in case it was still somehow IR paired to the HD Chromecast remote), Chromecast (more times than I can count), Remote (again, more times than I can count).

I've even tried moving the 4K Chromecast to the Study TV and try to pair it with the TV in there, no joy. 

I bought a new 4K Chromecast this morning, to see if it was an issue with that particular device, and same problems with the new device, despite trying all of the fixes again. 

The 4K Chromecast is connected to an eArc HDMI port, and CEC is enabled in my TV's settings. 

It's extremely frustrating. Because the Study TV remote is set up for Samsung, if I take that remote through to the Living Room, I can control the TV sound with the side buttons... but of course, it won't control the 4K Chromecast. Even tried setting up my 4K Remote to the Study TV (so it's set to work with Samsungs) and then forget/re-pair to the 4K Chromecast, but that wipes the settings.  

Any help very much appreciated!

[Kimy]

Hi Roblackpool,

Thanks for posting and for being a step ahead of us. I’m sorry for the trouble, and this is not the experience that we wanted you to have. That thread you shared was the initial approach but was only applied to the 4K version of Chromecast with Google TV. And since there are still a lot of users that were affected, another rollout of patch fixes was sent, this time for both versions (4K and HD). The rollout should’ve been completed already, as it was estimated to be completed by the end of October. You can do a factory reset one last time to see if it helps. If it still persists, we may need to forward this to the support team.

We look forward to your response.

Thanks,

Kimy

[ECActual]

I just setup my 4K Chromecast today, and I am experiencing the same issue. I updated it to the latest version, I cleared the Android infrared app data, and I even tried a factory reset after all those didn't work.

I still get the "something went wrong" message after trying to pair the remote with my TV.

[Kellib]

I have tried every single troubleshooting step with no success. I have factory reset the device multiple times, cleared app data, reset the TV, unplugged everything multiple times and still have had no success. My Android TV OS is STTE.230915.005.S1.10942527

[Roblackpool]

How have Google not sorted this yet... unbelievable!!

[nomatterhwat2k]

Same problem here. Tried everything.

[narse]

Same problem here, factory reset after update, but still same error.  Previous HD model worked, bought the 4k model and it has this has the problem.

[Kimy]

Hi folks,

Kindly check if your Android TV OS build is STTK.230808.004.10714782, then perform a factory reset one last time to see if it helps. If it still persists, we may need to forward this to the support team.

We look forward to your response.

Regards,

Kimy

[narse]

Yes, I can confirm that that is the TV OS build number that I have and another factory reset makes no difference.  Still the same error.

[Roblackpool]

I finally managed to find a solution to this. 

It took a further 2x replacement 4k Chromecasts with Google TV. 

All 3 were bought within a month of one another (Oct-23) and, therefore, you could conclude its a batch issue. Unfortunately, of the two faulty products, one was bought from Google direct online, and the other from Argos. 

Irrespective, they're expensive and I've been round the houses with Google customer service being completely incompetent. 

Hope you guys get it sorted, I wouldn't rely on Google to do anything useful. Don't let your return periods lapse....

[Roblackpool]

Just to confirm, I have concluded its an issue with the device itself. And I fixed it with a new one, but I also tried setting up via a hotspot connection rather than ethernet or wifi. That's all I changed, so I'm convinced it's an issue with the product which Google seem to be ignoring. 

It's not like I (we) are the only ones

[Kimy]

Hi there,

Thanks for sharing, @Roblackpool. If it fails, my next course of action is to refer this to our support team. They can decide if it needs to be replaced then.

@narse, we appreciate your efforts. Since this is still happening despite trying the steps I suggested, we'd be happy to take a 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.

Best,

Kimy

[narse]

Thanks, I have completed the form.  I do have a support case raised too and have provided details on the form.  The support case has initiated a return on the remote only, so despite 2 hours on a chat with them they don't seem to understand the problem.  The problem is with the chromecast hardware or software.  All my HD models still work correctly and can map the remote buttons without error.  They are on the same wifi and work on the same TV as the 4K is failing on.  I have also paired a remote from the HD with the 4K, and that still fails.  

[Kimy]

Hello narse,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Let us know if there’s anything else we can help you with.

Thanks,

Kimy

[nomatterhwat2k]

I have filled out the same form. Should I seek and expect a return, or should I wait for an update to the device?

[narse]

Hi, I haven't received an email yet, is there any update?

Thanks

[Kimy]

Hi there,

We got your form, @nomatterhwat2k. Thanks for filling it out. Kindly wait for our support team to reach out to you via email anytime soon.

@narse, I’m sorry for the delay. Kindly give it a couple of days, as the support team continuously receives cases that we endorse from this community and other communities with Google products. Thank you for your patience and understanding.

Cheers,

Kimy

[narse]

I still haven't been contacted.  It seems like either a hardware fault on the Chromecast or a software problem.  Is it known what it is yet?  From another comment in this thread it sounds like it maybe a hardware problem with some units.  Is it worth arranging for a return/ replacement device?

[Kimy]

Hi narse,

We appreciate the update. I’ve checked with the support team, and it seems that they already reached out to you via email yesterday, November 21, 2023. Kindly check your email.

Let us know if you still have other concerns.

Thanks,

Kimy

[narse]

Thanks, they did respond after my comment asking me to order a new one and return the faulty one.  I would prefer now to just return the 4k model and get a refund, but they are telling me that I can't do that.  I have asked them why as it is still within 14 days of purchase.

[nomatterhwat2k]

Haven't heard from the support team yet. What is up?

[Kimy]

Hi folks,

@narse, kindly coordinate with the support team. We here in the community can only provide answers to questions and advice for troubleshooting steps as we can to help. The support team can provide warranty claims and refunds. After all, they’re also our go-to people when we need help ourselves.

@nomatterhwat2k, I’ll make a follow-up on this. In the meantime, please give it a few more days.

Regards,

Kimy

[narse]

@Kimy Regarding "The support team can provide warranty claims and refunds. After all, they’re also our go-to people when we need help ourselves." - If only this were the case.  I have arranged a call back who put me through to a German speaking team (I don't speak German).  I have setup 2 web chats who both closed the chat without typing anything at all.  I arranged a final call who couldn't help, but said that they would email me back when they have managed to find the team that can un-block the return, but I haven't heard anything back in the last 2 days.

My worry is that no-one at your end will be able to help before the return period expires.  I can't believe how long I have had to spend trying to fix this and how ineffectual the Google support processes seem to be.  The only people who are contactable or who respond do not seem to be give the ability to actually fix anything.  The teams that apparently can are un-contactable and don't respond to requests for anything less than 48 hours.

[Kimy]

Hi narse,

We hear you, and I’m sorry about those sour experiences. I remember that I asked you to fill out a form, which you did on November 13, 2023. We forwarded that form to our support team, and after a few days, they emailed you. That was November 21, 2023, and you still haven’t replied to the specialist’s request. You can negotiate with that person if you want him/her to call you (if it’s allowed), but it won’t progress until you respond to him/her.

We bridge the users here to the support team (Tier 2) so that the users don’t need to start from scratch by doing chat or a callback request. Please reply to their email, and you can proceed from there.

Sincerely,

Kimy

[narse]

I have so many emails from google as whenever I speak to you a new case is opened.  I found the email from the 21st and it is asking for a video of the problem to help them troubleshoot.  Not sure why this is needed as the problem is fairly simple and I have described the problem a number of times to google representatives.

I have replied to the email explaining that i am no longer using the 4k model and have gone back to the working HD model so I can not provide the video.  I have asked for that case to be closed which will hopefully unblock the return process on the store and I can return the 4k model for a refund.  Today is the last day that the store says I can return it, so can you chase the support team to unblock the return.

[Kimy]

Hello narse,

I’ve checked with the support team, and it seems that you’re already in communication with them (Tier 2 Support Specialist). I suggest you focus on the resolution with them instead of going back and forth here and there. It makes me feel like a third wheel here, even though the actual resolution can happen just between you two. You can go back here if they stop communicating with you so I can follow up with them. Hopefully, this gets resolved soon.

Cheers,

Kimy

[nomatterhwat2k]

Hello. They still haven't reached out to me. Can I go get a refund or do need to wait?

[Alex_S]

Hi nomatterhwat2k,

I’ve sent a follow-up to the team. Apologies for the delays.

Warmly,
Alex

[Roblackpool]

Appreciate you don't work for Google. However, as a customer and the originator of this thread, I have to say that following this thread is showing Google customer services in an appalling light.

It's a hardware problem, this customer needs a *TESTED* replacement device. Now. 

This thread shows how little Google care about their loyal customer base.

[narse]

I completely agree.  The issue is kind of resolved for me now - one of the teams in Google removed the block on my order so that I could start the return process and get a refund (I'm not going to bother with the 4k, model as google don't seem to understand the problem and I have no confidence that it will be fixed).

However the whole experience has been frustrating.  The whole google support process seems to be broken, whenever I have spoken to or web chatted to an agent they have tried to help and seem to want to help more, but google's processes seem to be holding them back.  They do not have access to some of the back-end systems so that they are not able to help with some basic process problems.  I have found this on this support case and also on another recent case when they shipped me a brand new pixel 8 pro with a hardware fault (using the front camera crashed the phone).  In both cases the processes to help me were not working and the people who I was able to contact were not given the access they needed to fix the problem.  The teams that can fix the problem do not seem to engage directly with customers and take 48 hours to respond.  I realise that I am shouting into the wind here, but I have been put off of buying any more google products not by the problems with their products, but with the way that they choose to deal with them.

Best of luck to anyone else who has this problem.  I hope that google are quicker to identify the problem and ship a working model out quickly.

[nomatterhwat2k]

Hello. Still haven't gotten any response. Have you acknowledged this issue so I can go for a replacement device?

[Kimy]

Hi folks,

Thanks for posting here. This is a known bug that should have been fixed with the patch update released before November. Since your Android TV OS build is STTK.230808.004.10714782 already, let’s do a full clean-up by performing a factory reset on the main Chromecast device and factory reset the remote one last time to see if it helps. If there’s a way for the TV to reset (the IR receiver) or reboot at least, please do so as well. If it still persists, we may need to forward this to the support team.

@nomatterhwat2k, I’m sorry for the delay. I’ve checked with the support team, and they sent you an email on Sunday, December 3, 2023, around 11:00 a.m. The email sent to you is about a request for information to identify warranty eligibility. You can proceed from there.

We look forward to your responses.

Thanks,

Kimy

[ECActual]

Hi Kimy,

I am still having the same issue. I have the 4K Chromecast and updated to the latest firmware, reset my remote, reset the Chromecast, and cleared the data from the Android Infrared App. I still get the "Something went wrong" message every time I try to pair my remote to the TV (or even when I try the Soundbar and AV Receiver options).

One additional thing to note, my TV OS seems to be a slightly different version: STTE.230915.005.S1.10942527

[Kimy]

Hi ECActual,

Thanks for posting and for being a step ahead of us. Since this is still happening despite trying the steps I suggested, we'd be happy to take a 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.

Regards,

Kimy

[ECActual]

I just filled out that form.

[Kimy]

Hi there,

We got your form, @ECActual. 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.

@Kellib, we appreciate you trying the suggested steps. Since it’s still happening, kindly fill out this form and let us know once it's completed. I’ll forward it to our support team.

We look forward to your responses.

Cheers,

Kimy

[Kellib]

Hi @Kimy , I completed the form yesterday. Are you able to see on your end?

[Kimy]

Hi Kellib,

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

[DPalmer]

Has there been any progress with this issue? I also have a Chromecast 4K that was bought in October 2023 that is having this exact issue. Have tried all these troubleshooting steps multiple times with no results. Same STTK.230808.004.10714782 build with 26.6 remote firmware. 

I also have a Chromecast HD that I can setup with no issues on any TV or with any remote. 

[Roblackpool]

They appear to just be ignoring the issue now, I'm afraid. Best approach is to demand a replacement device. It's almost certainly a hardware issue.