TV shows google home app, can use remote, canNOT access settings “problem connecting to cloud”

[SenorPP]

Hello-

Repost - I would like to start this over. Previous thread closed. I was not receiving notifications of responses - I think that is fixed now.

Have a new google mini which is connected to a nest thermostat AND a TCL r646 google tv. Nest thermostat I can access everything via google home. The tv shows in google home app on iPhone (up to date). I am able to use the remote on the phone and it shows what is being played, example what background.

When I click the gear icon I receive “Problem connecting to the cloud”, so I cannot change the name etc of the tv. I cannot use google assistant voice to control it, says it’s unavailable.

I also have a tcl roku tv that is also connected and I can access all settings and use voice to control it no problem.

All devices are up to date. All apps are up to date. I’ve rebooted router, closed google home, unplugged and replugged nest mini, factory reset tv and I end up back in the same spot.

Tested on iPhone 13 and latest ipad.

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/TV-shows-google-home-app-can-use-remote...

[Morpheus]

I have the exact same problem with google home, nest wife, and a sony bravia tv.

[Juni]

Hi folks,
 

@SenorPP thanks for creating another thread. This is not the experience that we wanted you to have, let me help you out. It looks like you've already done a good amount of troubleshooting with this issue. Have you tried using an android phone just to further isolate the it?
 

@Morpheus, have you tried the steps SenorPP did? If not, could you try it and let us know the result. 

Thanks,

Juni

[Salik]

Hi @Juni  I did all those steps, still the exact issue that is described above

[Muddi]

Hey Salik,

May I know the make and model of your phone? Also, what is the version of the Google Home app installed on your phone/tablet?

Cheers,

Muddi

[Salik]

@Muddi 

I have iphone apple 12 pro plus

Google home version 2.62.115

[SenorPP]

Apologies for the delay - I am traveling internationally for work.  No need to apologize!  Lots of systems and phones and devices!

I have an iphone 13.  iOS 16.1.  I also have an ipad 2021.  App info is 2.62.111

When I started having the issue, I updated to the latest iphone, ipad, tv and googlehome.

[Muddi]

Hey folks,

Thanks for the information. By any chance, do you have an Android device so we can check if the issue is isolated to iOS devices only?

Cheers,

Muddi

[kjhiggy]

Has a solution to this been found?
I've just bought a TCL r646 google tv and have the same issue "Problem Connecting to Cloud".

I have Google Nest wifi and thermostats and several other devices which don't have any issues connecting.

[Muddi]

Hey kjhiggy,

To confirm, have you tried using a different phone/tablet?

Cheers,

Muddi

[kjhiggy]

I've tried using the phone of another member on my Google Home. They were able to connect to cloud, but only when the TV is on. I also, have this additional problem where I cannot connect to the TV at all unless it's already on.

I'm using:
iOS v16.2, iPhone 11
Google Home v2.62.115
TV is a TCL r646 Google TV, fully updated

[Muddi]

Hey kjhiggy,

To confirm, are you trying to control it while it's on sleep mode?

Cheers,

Muddi

[Muddi]

Hi kjhiggy,

How's it going with your speaker? Let us know by updating this thread and the Community will be happy to lend a hand.
 

Cheers,

Muddi

[SenorPP]

Hello Muddi, apologies for the delay, I was traveling out of country.

Yes, I have tried a phone and an ipad.  Nothing is on sleep mode.

[Muddi]

Hey SenorPP,

Thanks for trying. What is the iOS version of your phone and iPad? Also, do you have Android device that we can try?

Cheers,

Muddi

[SenorPP]

iOS 16.1.  I do not have an android devices.  Thanks!

[Muddi]

Hey SenorPP,

Thanks for providing the iOS version of your phone. Please send a request to join the Public Preview for Google Home app. Let's see if that helps fix the issue. You can follow the steps below or visit this link for more information about the Public Preview for Google Home app.

1. In the Google Home app, tap Settings > under "General", tap Public Preview.
2. Tap Request invite.
   • If you decide not to join, follow the steps above and tap Revoke invite request.
3. If you're accepted, the Google Home app shows a notification that says it'll soon update to Public Preview.
   • Features available through Public Preview will vary over time. If you're not able to join, it could mean that you don't have a compatible device. Check back and try again later.
4. When you get the Public Preview update notification, tap Got it.
   • If you decide not to join, tap Decline acceptance.

Keep us posted.

Cheers,

Muddi

[Muddi]

Hi there,

Checking in to see if the troubleshooting steps shared helped? 

Cheers,

Muddi

[hdi200]

Hello! I am also having the issue described above with the exact same tv model. I am currently using the google home public preview but have tried it on other phones as well and the google home app presents the same error message. Any idea what’s going on?

[Muddi]

Hey hdi200,

To confirm, do you have issues accessing the settings of your other devices as well? 

Cheers,

Muddi

[Muddi]

Hi hdi200,

I just wanted to follow up on this. Let us know if you still need help and we're glad to assist you further.

Cheers,

Muddi

[SenorPP]

Hello, I have already provided that information.  Nothing has changed

[Muddi]

Hey SenorPP,

To confirm, do you have the Google Home app Preview Program version?

Cheers,

Muddi

[SenorPP]

I do not have the google home preview program.  If you cant see my profile, it is 2.62.115

I may need to switch to my alexa and see if that will work if this is not.

Thanks in advance.

[Muddi]

Hey everyone,

It's been some time since this thread was updated. Does anyone here need assistance?

Cheers,

Muddi

[Muddi]

Hey folks,

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

[Muddi]

Hey blupep and Salik,

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.
 

Cheers,

Muddi

[blupep]

Hello, 

I am having the same issue.  I have an iphone 13 pro. 

I can change the volume and use the controls, but when I go to settings i get the "problem connecting to cloud" error.  

This is very frustrating.  I have a Sony Android TV 85" that was just purchased in 2022. 

[Muddi]

Hey blupep,

Sorry to hear that. Do you have the Google Home app preview program version? Also, do you have a different phone/tablet that you can try?

Cheers,

Muddi

[blupep]

Hello.  I have requested to be part of the preview program, but haven't heard anything yet.  I will go ahead and try my ipad and see what happens. Will let you know.  Thanks. 

[Muddi]

Hi blupep,

Have you tried using a different device to access your TV remote on the Google Home app?

Cheers,

Muddi

[blupep]

Hello.  Yes, i used a completely separate device (another iPhone and an Ipad) and I am still getting the same issue.  😞 

[Gloveregan]

I don’t know if it’s encouraging or frustrating that it seems like many others are having this problem too- bought my TCL 6 series yesterday specifically because of its Google connectivity, but “cannot connect to cloud”. No I don’t have an android device on-hand.

[Muddi]

Hey folks,

Sorry for the delays. Please note that remote control settings on the Google Home app are limited when using an iOS device. This is due to the phone limitation set by Apple itself. Also, the features availability will depend on where you are located.

Hope this helps.

Cheers,

Muddi

[blupep]

The issues still exist.  Seems like this is about compatibility with Apple devices.  If I had an android device, i wouldn't have this issue?  it is unfortunate that it is like this.   So, the issue is NOT resolved. 

[Salik]

@blupep I agree, literally no resolution was provided

[SenorPP]

Same.  I answered the same questions numerous times and little to no feedback or recommendations.

[Muddi]

Hey SenorPP,

Have you fill out the form?

Cheers,

Muddi

[SenorPP]

I copied the information from my original post into the form.  Hope that is what you are looking for.  Thanks in advance.

[Muddi]

Hey SenorPP,

We got your form — we'd suggest keeping track of your inbox as our team will be emailing you soon for more details.

Cheers,

Muddi