Google Home App issues with Remote (iOS)

[TheProfeasor]

Hey all,

since updating to the newest version of iOS, The remote feature in the Google Home app no longer works. I am unable to control my chrome cast tv now. I used to use it with the compatible remote but that stopped working. Now with the app I get an error message saying “full remote unavailable. Please make sure your streaming device has the latest software”. Both my device (Chromcast TV 4K) and phone are up to date. The remote works fine on my android device but neither mine or my wife’s iPhone now. Have uninstalled and reinstalled the app and have reset all the devices but no luck. Please advise. 

[BengaliPrince]

I have the exact same problem. The problem resolves itself if I uninstall and reinstall the remote app on Google tv. But the problem comes back within the day or a day later. It’s extremely frustrating and not expected from a company like Google. 

[TheProfeasor]

So inside the tv there is a way to uninstall the remote? Not through the home app on the phone? Sorry if this is a dumb question. 

[BengaliPrince]

Check for all apps and then there is a remote. Uninstall updates and reinstall, then relaunch google home, the remote there works for chrome cast. But for a temporary while. 

[Juni]

Hi folks,

Thanks for posting here in the Google Nest Community.
 

Sorry to hear about the trouble. I wanted to follow up and see if I could be of any help. A few things: what is the make and model of the TV that has the built-in Chromecast? If it's a separate Chromecast device plugged into the TV, which is it? What model iPhone are you using?

You can both use another iPhone or Android phone to isolate the issue, then let us know the result by posting to this thread.

Thanks,

Juni

[BengaliPrince]

Mine is a Panasonic TV with google chrome cast plugged in. 
iPhone 13 Pro Max running iOS 16.1 (latest stable).

all updates are in place. Have tried resets, offloading apps, resetting apps, clearing cache, have called Apple too. They say that Google has to solve the issue. 

[TheProfeasor]

Hey! It’s the Chromcast with Google TV  4K version. The one with the dongle plugged into the TV with the remote. My iPhone is a 14 Pro Max running iOS16

[TheProfeasor]

It worked initially for me but now it’s back to not working just like it was said. 

[Juni]

Hi folks,

Thanks for the response. Could you send us a screenshot showing the message that you are getting? Below are the steps on how to upload a photo:

1. Start a new post.
2. Click Insert Image.
3. Choose an image source location.
4. Follow the on-screen instructions

Also, you can tap the "Drag and Drop" option. Maximum attachment is 5 MB.

Looking forward for your responses.

Best,

Juni

[BengaliPrince]

I cannot find the new post option. Please help with that

[Juni]

Hi BengaliPrince,

Let me help you. New post is when you reply to the topic. There should be option to attach an image in the message box. 

Regards,

Juni

[BengaliPrince]

Is this option not available on a phone browser?

[Juni]

Hi there,

Thanks for the response. If you are not able to do it using your phone you can use a laptop or a PC instead.

Cheers,

Juni

[BengaliPrince]

Google Home-Google Chromecast error

This is the error message

[Juni]

Hi there,

Thanks for the image. We will check this with the team and give you updates as soon as possible.

Regards,

Juni

[BengaliPrince]

Also when it works, the remote loads extremely slowly and the google home needs to be refreshed each time I reopen the app. That’s a real pain too. Like the regular remote is straight away ready when you want to use it. You don’t need to perform a 100 steps to get it to just work. 

[Juni]

Hi BengaliPrince,

Thanks for the response. Could you uninstall and reinstall your Google Home app, then check if it will work now?

Looking forward to your response.

Thanks,

Juni

[BengaliPrince]

I have done this several times. It resolves for a bit but comes back very soon. 

[TheProfeasor]

Hey Juni. I am also experiencing the same issues and error message as BengaliPrince. I have tried uninstalling and reinstalling Google home on iOS but it doesn’t fix it. It used to work fine, no issues until recently. I have also reset my Chromcast with tv and that doesn’t help. Please advise and thanks for the help. 

[Juni]

Hi folks.

Thanks for the response. Since the issue is isolated to iOS, have any of you tried contacting Apple support to get further help with it? Let us know by updating this thread, and we're glad to assist you further.

Best,

Juni

[BengaliPrince]

Hi Juni,

I have specifically called Apple for this but they have said that since it is in the Google Home app, it’s the developers responsibility and they cannot access any data regarding it so they won’t be able to do anything. They asked me to contact Google. 

[Juni]

Hi there,

Thanks for the update. Try this, download Gboard and let's see if it will make a difference. If that did not work download the Remote control app from the App store and use this app temporarily.

Check the steps below on how to download Gboard.

Go to the app store > Look for Gboard > Download. 
 

Thanks,

Juni

[BengaliPrince]

I tried the steps you mentioned with GBoard, but it still remained unusable. The same error keeps coming.
Also I don’t see remote control app on the App Store. Which specific one are you referring to? The google original one was phased out.

[Dan_A]

Hi BengaliPrince,

Would you be able to use an Android device so that we can narrow things down?

Keep me posted.

Best regards,

Dan

[BengaliPrince]

Hi Dan,

Thanks for your reply. Using an android would be difficult as its not my daily driver. Looking for an android to just use as a remote is more difficult than using the dedicated remote itself.

[Dan_A]

Hey there,

Since this is happening only on iOS devices, using an Android device should really show us the difference. On that note, I need you to follow the steps below:

1. Toggle off Local Network Access for Google Home app.
2. Uninstall Google Home app.
3. Reboot phone.
4. Reinstall Google Home app.
5. Notice if prompted to turn on or re-enable Local Network Access.
   

As further isolation, download and install Google TV: Watch movies & TV and test the virtual remote from within this app.

Best,

Dan

[BengaliPrince]

Hi,

I performed all the steps you mentioned. It does prompt to turn on local network which I accepted. Google TV app keeps stuck on connecting to my TV using the remote icon. So I uninstalled it and tried using the google home app only. This time it asked me to set volume controls to CEC. Now it is connected and I see volume controls also which were previously not there. Let’s see how long it stays this way.

[Dan_A]

Hello BengaliPrince,

I'm glad that you're able to work this out. As we got our resolution here, I'm going to mark this one as resolved and will be closing this thread after 24 hours. Please feel free to open up a new thread if you have other questions or concerns.

Cheers,

Dan

[BengaliPrince]

Hi,

There is absolutely no resolution. The issue is back and now I am totally stuck.
I need a resolution to this issue please. It’s so irritating that it keeps continuing

[BengaliPrince]

Hi Dan,

Requesting a resolution here. It has been a long time now. We should have received a resolution by now.

[TheProfeasor]

I am still experiencing issues here. It used to work fine but now there are issues. I can connect my phone to control my android tv no problem, but it doesn’t work with Chromcast tv dongle.

[Dan_A]

Hi folks,

Apologies for the late response. May I know if your issues are now resolved? Was there an update with your Google Home app?

Keep us posted.

Best,

Dan

[BengaliPrince]

Yes there was an update but now it simply freezes and flickering the screen. I cannot do anything with the remote on the home app when that happens

[Princesss]

Hi BengaliPrince,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[BengaliPrince]

Submitted the form with all the details. 
but please don’t close this thread as the separate issues have been closed in the past without resolutions. I can keep this for followups until the issue is resolved. 

[Princesss]

Hi BengaliPrince,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Princesss]

Hi there,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

[BengaliPrince]

Hello Princess,

Request you to not close this thread until the issue is resolved. I will let you know when the issue has been resolved.

In case there are no inputs on email I can at least contact you here. 
Thanks for your understanding. 

[BengaliPrince]

Hello Princess, 

The email thread just asked me to keep the thread open so that someone from the Google Home team will take a look.  
can you please request some Google Home team member to take a look?

[Princesss]

Hi BengaliPrince,

We're sorry for the inconvenience that this has caused you. I've seen that you have an ongoing conversation via email. We'll keep this thread open for while waiting for an update.

Best,

Princess