4K Google TV - Won't connect to internet after moving/resetting.

[dwkurfman]

I purchased the new Google streamer and hooked it up a couple of days ago. I removed the 4K Google TV I was using before and moved it to our 4K Sony Bravia, as we really don't like the Sony software. The 4k unit is about 5 months old.

I did the factory reset on the 4K Google TV, and went through setup from scratch. Everything appears to function fine, but I can't connect to internet. I have one SSID that is 2.4 only and WPA2, and one that is 5 and WPA3. It was on 5 before I moved it. It's only a few feet from the access point, signal is about -35dBm. I'm connected to the network with my phone as I'm doing the setup. All other Google devices in the house are not having issues.

I've reset the unit multiple times. Left it powered down. Depending on whether I run the process using Google Home on my phone, or manually via the panel on the TV, I may see: 1) Network not found (even though selected from the displayed networks) 2) Failed to connect 3) Check password 4) No internet. 

DHCP reservation is 24 hours, so that would not seem to be the issue. I haven't rebooted my router (TP-Link ER-605) since I don't want to bring down everything in the house). The closest access point is a TP-Link 610, with ethernet backhaul. Near Gigabit speeds for anything that will support it.

Any suggestions? I really doubt it is a Chromecast hardware issue, and hate to scrap it when it's practically new.

Thanks!

[dwkurfman · Accepted solution]

Restarted the router, the access points, still didn't work. Tried to connect to 2.4 again, seemed to connect, but then couldn't sign in to my Google account with the enhanced protection turned on. Turned it off, rebooted everything again, failed again. Then, tried "choose another network", put in the network manually, and FINALLY got a security prompt (None, WEP, WPA2). I have one network on WPA 3 and 5Ghz only, another on WPA and 2.4. I'll note that I have 11.n, 11.ac, 11.ax devices. So, since Google only prompted for those three options, I went to 2.4Ghz, WPA2, had to put in my Google user id and password since the software couldn't seem to figure that out, and after two tries, got a stable connection. Now it is updating. This is part of the reason I got rid of Google WiFi. When it works, it's great. When it doesn't, you don't have a clue what went wrong. No error codes, no nothing! Google, you can do better. Turn on "advanced" mode or something, so we aren't just guessing what's wrong. 

Anyhow, my 4K Chromecast, that is less than 6 months old, is now running on 2.4Ghz and WPA2. A little frustrated. I used to have almost 30 Google devices on my network, but I'm learning that some of the ease of use, comes at the price of out of date hardware and software. 

[dwkurfman]

And, 4 hours later, the Chromecast has dropped the connection, and we are back to square one. This is rather frustrating.

[luciaaa]

Hi, @dwkurfman,

Thank you for reaching out to the community. I’m truly sorry that after all the troubleshooting steps, the Chromecast has dropped the connection. I’m happy to help you!

I appreciate it you taking the time to perform many troubleshooting steps by your end. 

To effectively troubleshoot, please provide the following information: 

• What's the firmware version?
• What device is used to complete the setup, and what's the OS version (iOS or Android)?
• Has the streaming device been connected to this network before, or is this the first time setting the device up?
• How far is the streaming device from the Wi-Fi router?
• Is the device directly plugged into the HDMI port of the TV?
• How many devices are connected to the router?
• Where are you located? (Example: apartment, school, hotel, etc.)
• Were there any recent changes to the network?

In the meantime, please check the following: 

• The streaming device is within 20 feet of the setup device and the Wi-Fi router.
• Verify if the signal strength is strong or if the router needs a pending firmware update. 
• Ensure the router doesn’t have a hidden network name or SSID.
• Check if the Chromecast can establish connectivity with a mobile hotspot; if not, follow the steps below. 

Follow these troubleshooting steps: 

• Uninstall the Google Home app, restart your mobile device, and install the Google Home app, then try to pair the Chromecast. 
• If the problem still persists, use another device to set up the Chromecast on the Google Home app. 

Please let me know how it goes.

Best regards, 

Ana

[dwkurfman]

Ana,

Thanks for reaching out! Let me answer your questions as best I can. I have some travel coming up, so I may not post back again for a few weeks.

After I posted this, the unit dropped the WiFi connection and I haven't been able to get it back online. I unplugged it just to give myself a break.

1) I can't give you the current firmware version of the Chromecast until I can establish a reliable connection.

2) I've tried completing the setup using a Samsung S22 running Android 14 and using direct entry using the  Sony Bravia TV.

3) The device was connected to this network before. When I got the new Google Streamer, I did a factory reset on the 4k Chromecast thinking that was the safest approach, and that's when I started having issues.

4) The device is about 4 feet from the Access Point. Signal strength is in the -35dBm to -40 dBm range. 

5) The Chromecast is plugged directly into the HDMI connection on the Sony Bravia TV.

6) My router is a TP-Link Omada ER605 and has about 60 devices on the network. I use 4 TP-Link EAP610 Access Points. The one the Chromecast is connecting to typically has only 4 devices connected currently. 3 of those are Google Nest devices connecting to the same SSID that I am trying to use for the Chromecast, and connected using an 11ac (5Ghz) connection. Note that I only use WPA2 on my Google devices except the new Google Streamer and the new Google Floodlight Camera. I'm testing them out using exclusively 5Ghz and WPA3 to see how stable they are. Phones, tablets, and the like are typically using the WPA3 connection, but I always switch before setting up a new device to ensure the phone and device to be configured are on the same network and using the same authentication/security.

7) This is my home network, ranch style architecture. 

😎No recent changes to the network. Again, added the Google TV Streamer, and moved the 4K Chromecast from one room to another. Different physical access point, but same model and firmware, and similar signal strength.

9) The Chromecast device is less than 20 feed from the Access Point.

10) Signal is strong, as noted above. No firmware is pending on the Access Point or on the Router.

11) I am not using a hidden SSID. I have 3 different SSID's enabled: 1) One for guest 2) One that is WPA3 for PC's and new phones. 3) One that is WPA2. When setting up the Chromecast, I ensure that I switch my phone from the WPA3 network to the WPA2 network before proceeding.

12) I have not tried the mobile hotspot method, though the Chromecast has no problem "seeing" the networks (as well as a few from the neighbors) and has no problem making a connections with my phone.

13) I haven't tried uninstalling the Google Home app and reinstalling. I'll try that if I get a few minutes.

14) I have tried using my wife's phone (Samsung S24 on Android 14) and had the same issues.

General note: I have done a factory reset multiple times on the Chromecast. I have powered down, left it overnight, and powered up. I have no problem getting it to recognize the Chromecast remote, and have no problem getting it to connect to either phone. It just won't connect to WiFi. I have 22 other Google devices on the network with no issues right now, including minis, hubs, hub Max, audio, 3 types of cameras, and older TV Chromecast devices, plus the new Streamer. It is only this particular Google Chromecast 4k that is giving me issues.

If this were an older device, I'd probably just replace it with another Google Streamer. But, it's only a few months old so it seems like this should be a solvable problem. Additionally, I've found the Google Streamer needed to have it's buttons reprogrammed several times to control alternate devices (specifically the power buttons) and I want to live with it a bit longer and ensure there are no persistent "bugs" before adding another one.

Best regards,

Dan

[dwkurfman]

Ana,

Second follow up.

It occurred to me that I had another option. I took the Chromecast 4k, plugged it into one of the Samsung TVs (not 4k, no onboard Chromecast), did a factory reset, and did the setup process again. It worked flawlessly on the first try.

I then took the updated 4K Chromecast upstairs and plugged it back into the Sony Bravia (with built in Chromecast). It was recognized, but the first thing that occurred was the Chromecast asking which network to connect to (which shouldn't need to happen since nothing happened other than power down/plug in/power up). I chose the correct network, which was recognized as a saved network. Chromecast attempted to connect and couldn't. I brought it downstairs, put it back on the Samsung, powered it up, was prompted for network, succeeded, but the software was not running appropriately (kept running me through the features of Assistant, without allowing me to proceed or "go home".

I did a reset, unplugged it, plugged the "old" non-4K TV Chromecast back into the Panasonic, and it fired up just fine. No network prompts, no prompts to press keys on the remote. It just worked.

So, my conclusion is that there is some specific issue trying to configure the Chromecast 4K TV when plugged into a Sony Bravia TV that has onboard Chromecast (and is connected via ethernet). And, the issue is significant enough that it alters the behavior of the 4K Chromecast until a factory reset occurs. 

So, the 4K TV Chromecast works, connects to the network, I just have no use for it at the moment.

When I have more time, I will disconnect the Google TV Streamer, take it upstairs, and see if it works with the Sony Bravia. If it does, I'll put the 4K TV Chromecast back in the basement. It's a little time consuming since the basement is set up with an AV Receiver and getting all the power and button controls reconfigured takes some doing.

The whole point of the exercise was to improve the experience on the Sony Bravia, which has different navigation and a very different remote from the Google versions. That isn't going to happen in the short run.

For your reference the Sony is the following model: Sony - 55" Class X80J Series LED 4K UHD Smart Google TV.

[luciaaa]

Hi, @dwkurfman,

Thank you for reaching out to the community and for your efforts in troubleshooting this inconvenience. I'm sorry that the steps haven't resolved the problem with your Chromecast. To help you further, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Feel free to reply if you have any questions.

Best regards, 

Ana