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...

[Muddi · Accepted solution]

Hey folks,

A quick update, our team needs your help to gather more feedback about the issue on accessing TV's remote on the Google Home app. Please make sure to replicate the issue first, then immediately send feedback on the Google Home app. This is to make sure that we capture the crash logs on the Google Home app. 

Follow these steps below or visit this link for more steps on how to send feedback:

Step 1: Turn on device reports

1. Make sure your mobile device or tablet is connected to the same Wi-Fi or linked to the same account as your Chromecast, or speaker or display.
2. Open the Google Home app.
3. Touch and hold your device's tile.
4. At the top right corner of the screen, tap Settings > Recognition & sharing.
5. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)

Step 2: Share your feedback

1. Open the Google Home app.
2. At the top right, tap your account.
3. Tap Feedback > tap the device you'd like to submit feedback for.
4. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
5. In the feedback summary, write "GHT3 unable to access TCL TV settings on GHA"
6. Be sure to check the box for Screenshot and System logs.
7. To submit feedback, at the top right corner, tap Send >.

Let me know once done.

Cheers,

Muddi

[Muddi]

Hey everyone,

I just wanted to check if you were able to send feedback.

Cheers,

Muddi

[Chackoftp]

I can’t do the first step of accessing the device settings to turn on device reports. Accessing this settings menu is the problem I am reporting. Maybe, it is already on, is there any way to check/verify this?

What I was able to do was from the error screen, click the 3 dots in the top right and send feed back. I chose chromecast built-in TV. When I viewed the system log associated under category it says oem-tv. I added the message you specified. I did a second report in this manner and included the make and model of my tv.

I am doing this with the TV connected to the same network through LAN and Wi-Fi 

[Muddi]

Hey Chackoftp,

Thanks for the update. I'll check this with the team and get back to you for update.

Cheers,

Muddi

[Chackoftp]

I’ve been having this problem for months. Think it started before I was in the google home preview.

Weird thing is the digital remote works most of the time I just can’t change the settings without getting this message.

Im on a on an iPhone 12 Pro. The tv is hard wired to the an internet switch that is connected to a WiFi Nest Pro. The issue predate the switch and Nest Pro Wi-Fi router as well. Previously, it was hard wired to my isp router.

I think I was getting a similar problem with my receiver an, Onkyo 6050, but I was Ble to fix it by hard wiring the receiver.

I’ve tried switching to Wi-Fi but the problem still persists.

Last night, I factory reset all my google devices. 4 google nest speakers, 2,l 1st gen google home minis and to google hubs. I also have a bunch of smart bulbs powered by Smart Life and Goovee. I deleted my home from google home started a new one. Factory reset the Nest Pro. My friend on an iPhone 14 who is an invited house member also got the message.
Any questions or advice?

[Muddi]

Hey Chackoftp,

To confirm, do you have an Android device? If yes, does it have the same issue when accessing the TV setting on the Google Home app? Also, what is the iOS version of your phone?

Cheers,

Muddi

[Chackoftp]

Yes the tcl r646 is an Android device.

iOS version 16.3.1

google home version 2.63.110

I am enrolled in the preview program

Muddi, you are either an annoyingly bad bot or one of the most useless people in existence…

Just to confirm

[Muddi]

Hey Chackoftp,

Thanks for the information. 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.

Also, while your issue might be frustrating, please be respectful in your replies to those that are helping you.

Cheers,
Muddi

[Chackoftp]

I filled out the form.

I’ll try to be more constructive with my criticism:

While the issue is a minor inconvenience, having read through this thread, your responses instill no confidence and are the cause of our increasing frustrations. Your questions suggest that you aren’t even reading the users posts.

We are loyal paying customers who’s info and feedback is of value to google and the community at large. 

[Muddi]

Hey Chackoftp,

I appreciate your feedback. We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

Cheers,

Muddi