chromecast remote control keep disconnect every 10-15 minutes

[walty8]

hi,

I have purchased the cromcast with google tv around sep of 2022, and it worked smoothly for the first 2 months.

around mid of december, my remote control suddenly not work, I managed to connect it back (using the small button of chromecast), but since then the remote control keep disconnect, every 10-15 minutes, it's extremely annoying!

I searched around the google and tried all the following ways:

1. remove and insert battery

2. reset remote control

3. reset chromecast firmware

all does not work.

In settings -> remote & acesseories -> remote control device -> firmware upgrade, it says the firmware is 22.2, and there is new upgrade available.

so I managed to upgrade the remote control firmware as well, sometimes the upgrade screen immediately returned with error, but sometimes I see a long progress bar with a tick at the end. however, in BOTH cases, my remote control device got disconnected at the end, and whenever I connect back, it's still 22.2, and tell me there is upgrade available. 

my gutfeeling is, the chromecast keep auto upgrade of my remote control firmware (every 10-15 minutes?), and it always failed, and hence disconnect my remote control all the time.

so, my question is:

1. is there anyway to stop the auto upgrade of remote control firmware

2. if not, is there any possible way to force upgrade the remote control firmware?

3. in worst case, can I at least see some error message about what goes wrong?

thanks

[ungern]

Mate, this forum is packed with remote is crap posts. I just added this yesterday...

https://www.googlenestcommunity.com/t5/Chromecast/Google-TV-remote-forgets-the-TV-programmed-to-it-a...

Shouldn't be rocket science, but apparently for Google (or its supplier of high quality tech), it is.

[Jeran]

Hey there walty8,

I apologize for the late response, thank you for being patient! Were you able to fix that remote updating issue? If not, I'd be happy to help out, as I can imagine this issue has been pretty frustrating for you. Go ahead and give these steps a try in order, just note that a couple of steps will repeat, go ahead and try them again:

1. Check for pending remote software updates. Go to Settings Remotes and Accessories Remote update Continue. The remote might briefly disconnect during the software update.
2. Forget the Chromecast Voice Remote. Go to  Settings Remotes and Accessories Chromecast Remote Forget.
3. Pair the remote. Go to  Settings Remotes and Accessories Pair remote or accessory, then follow the instructions on the TV.
   Note: If applicable, you can also press the button on the Chromecast device for one second to start to pair.
4. Remove, then replace the batteries in the Chromecast Voice Remote.
5. If the steps above don't work, perform a factory reset.

Let me know if you still run into the same updating issues, and we can try something else. I look forward to your response, and if you have any other questions or concerns for me, please let me know.

Best regards,
Jeran

[Jeran]

Hey there walty8,

Do you have any more questions that I can address? 

Thank you,
Jeran

[walty8]

hi jeran,

thanks for your response, unfortunately all do not work.

when I do the firmware upgrade of remote control, I will see the below:

1. a long progress bar appear

2. progress bar reached the end

3. a tick showed up at the end of progress bar

4. the remote control disconnected, forever. I tried to wait for 3 minutes, but it never connect back

5. I use a mobile app (Google TV) to connect to the chromecast, I see the remote control is in the status of disconnected with latest firmware

6. I use the mobile app to pair the remote control back

7. the remote control show old firmware again (2.22), and says firmware upgrade available.

8. After 20-30 minutes, the remote control will still be automatiically disconnected

9. If I upgrade the firmware again, I would see the same thing happen again.

Also, I tried to reset remote control and chrome cast, and after reset immediately do the firmware upgrade, but see the same problem during the upgrade (never connect back after firmware upgrade)

Finally, I strongly suspect the auto disconnect is related to the automatic (but unsuccessful) firmware upgrade. because when the disconnection happened, if I use mobile app to connect to the chromecast, I can see the remote control in the status of 'disconnected with latest firmware', which is exactly the same after I manually upgraded the firmware.

[Muddi]

Hi walty8,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Cheers,

Muddi
 

[walty8]

I don't understand, I sent a reply 2 days ago and it's lost now. I even earned a badge of 'first reply' for that..

[Muddi]

Hi walty8,

Sorry to hear that. Have you tried the steps shared by @Jeran?

Cheers,

Muddi

[walty8]

Yes, I have tried but it does not work.

to be more clear, after reset control, when I try to upgrade firmware, I see a long progress bar and a tick. But then the remote control is disconnected (I waited for 5 min) and after connect back, old firmware is seen for the remote control. I tried to reset chrome cast firmware, but it’s the same.

Another strange thing is, if I move the remote control to another room for hours and take it back, then it could still be used without disconnection.

[Muddi]

Hi walty8,

Just an added question: how far is the other room from your router? To further isolate network issues, let's go ahead and try setting up your Chromecast with Google TV device using a mobile hotspot. Please note that you will need two mobile devices for this setup (one will serve as a router and the other to be used to set up your Chromecast with Google TV). Once done, check if your device will receive an update.

Keep us posted.

Cheers,

Muddi

[walty8]

hi muddi

the other room is not very far, but I explicitly put it into a cabinet so it has no connection with chromecast. the whole idea of experiment is, if the remote control has NO CONNECTION to chromecast, it would not do the auto upgrade, and the disconnection will not happen.

Yes, I tried to use hotspot of my mobile phone, and it does not work. Again, in this case I can see the remote control firmware upgrade progress bar, see a tick, but it actually failed to upgrade, without any error message.

the whole thing really drives me crazy, I mean the remote control literally disconnect every 20 minutes!!! Can u even imagine that?

 is there any way I could do to stop the auto upgrade of remote control? e.g. kill some special process in the settings page.

[ungern]

I can imagine that, I live with random disconnects, from a couple of hours to 1-2 days. Independent of FW 22.x or 26.0 for the remote.

Start a proper support case, as Google doesn't yet work on remote issues as an actual thing, AFAIK.

[walty8]

hi urgern,

thanks for your response. may I know where I could start a proper support case to Google pls?

thank you.

[ungern]

Via "Contact Us" - this link:
https://support.google.com/chromecast/gethelp

Go to "Next step" in the Resources section

[ungern]

@walty8 , if you do open a case, and if you end up at the conclusion that you are indeed experiencing the same issues according to Google, refer to my case as well to connect them. Support needs to see several instances of the same problem, I know this from support and Root Cause Analysis from two jobs. My Case ID [6-4276000034050]

[Jeran]

Hey there walty8,

Do you have any more questions that we can address? 

Thank you,
Jeran

[Jeran]

Hey there walty8,

I'm just checking up on this thread again, do you have any more questions or need any additional help? 

Thank you for helping out on this thread again, ungern!

Best regards,
Jeran

[Jeran]

Hey there walty8,

Were you able to contact support, or did you have any more questions for us?

Thank you,
Jeran

[Jeran]

Hey there walty8,

Do you have any more questions that we can address? 

Thank you,
Jeran

[Jeran]

Hey walty8,

Do you have any more questions? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran