Apps Freezing on Google 4K Streamer After ~45 Minutes of Playback

[GuntherTraLaLa]

I’m reaching out regarding an ongoing issue with my Google 4K Streamer device. When using certain streaming apps—most notably Prime Video and occasionally YouTube TV—the apps freeze after approximately 45 minutes of playback. I bought the device about 2 months ago and it has done it since I bought it. Here's what happens:

• The video freezes and no longer accepts input from the remote.

• I can sometimes return to the home screen and attempt to force close the app, but trying to relaunch it often causes it to instantly return me to the home screen without opening.

• The only way to temporarily resolve the issue is by unplugging the device, waiting a few minutes, and rebooting it. However, the problem recurs after another ~45 minutes of streaming.

This issue has almost always been happening with Prime Video, though I've also experienced it in YouTube TV (less frequently). Other apps seem to function normally.

Troubleshooting Steps I've Already Tried:

1. Verified I'm using a certified HDMI 2.1 cable.

2. Performed a full factory reset of the device.

3. Ensured the device is running the latest firmware available.

4. Changed the “Preferred Dynamic Range” setting from the default “Match Content dynamic range” to “Force Conversion.”

Thanks!

[sicsacol]

Hi @GuntherTraLaLa,

Thanks for reaching out to the community page. I'm sorry to hear your Google TV streamer keeps freezing your favorite content when using some streaming app, I appreciate your troubleshooting efforts trying to resolve this and the information shared. No worries, I'm here to assist you. To help me with that, can you confirm:

• How far is your Google TV streamer from your router?
• Is your internet speed strong?
• Have you tried rebooting your router?

Please let me know the answers to these questions.

Cheers,
Jonathan

[GuntherTraLaLa]

Hi there. I am using ethernet and not wifi.

[sicsacol]

Hi @GuntherTraLaLa,

Thanks for your update. Since you've already tried some troubleshooting steps and the issue persists, the team would like to learn more about this freezing 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. Please make sure to add the link of this thread and your community username. 

Please keep me updated.

Sincerely,
Jonathan 

[GuntherTraLaLa]

Thanks, I submitted the form.

[sicsacol]

Hi @GuntherTraLaLa,

Thanks for filling out the form. We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Cheers,
Jonathan