Can't setup chromecast

[stevo13]

I recently changed my Internet provider and got a new WiFi router. The other day I tried to set my chromecast 2nd gen to the new network from Google home app on my android phone. It detects the chromecast and I all the way to selecting the WiFi network and then it starts trying to connect. After about a min of trying it shows an error on the TV (chromecast) screen saying 'check Internet connection', a min or so later the phone comes up with an error 'connection problem during setup'.

I have tried resetting the WiFi, factory resetting the chromecast, setting up with different phone, splitting WiFi to seperate 2.4 and 5g networks and trying each seperatly, I've ensured that the phone is connected to the same WiFi as I want to use. I even tried using a different WiFi network (set up a hotspot from another phone). All the time, I get the same issue.

Convinced the chromecast was the problem, I got hold of another one today (this time 3rd gen). But to my disappointment it did exactly the same thing. 

Anyone have any ideas on how to get it working again? 

[ErikaJS]

I’m having the same issue & can’t figure out how to resolve it. 

[Geetee]

So am I. We have all tried the  standard so called solutions, without success. Why is the manufacturer not sorting this out. The product is clearly faulty so what should happen is a free replacement for all those affected, so we might just believe this product is worth having.

I will definitely not waste any more money on Google products.

[MamaKunesh]

I'm having the exact same problem with my classroom chromecast. Ugh. This thing came out of my own money, it worked great all summer but now that we got a new internet provider it won't connect. 

[JenniferV]

Hi folks,

Thanks for reaching out and I'm sorry to hear that you're having an issue setting up your Chromecast device. 

Quick questions — what's the LED light status in your Chromecast (solid or flashing white)? What's the distance between the router and the Chromecast device? Please manually connect to the Chromecast SSID. Here's how: Go to the phone settings > Open Wi-Fi and connect to the Chromecast SSID (Example: Chromecast1234, Living Room TV, Bedroom TV, etc.) > Go to the Google Home app and try to set it up again.

Let me know how it goes.

Thanks,

Jennifer

[Diego3]

Hola buen dia, intenta ingresando en wl router y creando una linea de wifi alterna, digamos otro punto de acceso, y conecta el Chromecast en esa linea junto con el celular, yo tenía el mismo problema, y solo asi lo solucione. Espero te ayude, un abrazo.

[JenniferV]

Hello there,

Diego3, thanks for the suggested steps. We appreciate it.

stevo13, ErikaJS, Geetee, and MamaKunesh, how's it going? Did those steps help? Also, if possible, you may try the suggested steps provided by Diego3 and let us know how it goes.

Thanks,

Jennifer

[Geetee]

Hi Jennifer. Sorry, but I don't speak Spanish so cannot read Diego's help.

With regard to myself, I submitted the form as you requested, but have heard nothing from Chromecast support after several days.   

[JenniferV]

Hello Geetee,

You may use Google translate to see the English translation of the other community member's reply. Also, I'll follow up on your case with our team. I appreciate your patience.

Best,

Jennifer

[Geetee]

Thanks Jennifer. I am not familiar with Google translate. Where do I find it and how do I apply it.

[JenniferV]

Hi there Geetee,

You're welcome. You may copy the response and open the Google Chrome browser and type in Google Translate. Once the website is loaded, you may now paste the message to see the English translation.

Thanks,

Jennifer

[JenniferV]

Hey stevo13, ErikaJS, and MamaKunesh,

It's me again. I wanted to check if you still need help. Feel free to let me know if you do.

Best,

Jennifer

[JenniferV]

Hello stevo13, ErikaJS, and MamaKunesh,

Just checking in to make sure that you've seen my response. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Jennifer

[Geetee]

Hi Jennifer. Before you lock this thread can you tell me how you got on with Chromecast Support, please. I certainly haven't heard anything from them. so it looks like your forms don't work. Also, I have been using this thread to converse with you. How do I continue once you lock it.

[JenniferV]

Hey Geetee,

I'm sorry for the late response. A case number was generated for you and I already handed it over to our team. Also, I reached out to our support representative to work on your case. Please keep your lines open as they might reach out to you anytime soon. Thanks for bearing with us.

Thanks,

Jennifer

[Diego3]

Hola Jennifer quería saber como contactarte por privado, necesito consultar algo, o si hay otra persona con la que pueda hablar, sobre entrar al equipo de la comunidad.

[Geetee]

Hi Jennifer.

Thanks for that. I will let you know if I hear from them. Meanwhile, how do I carry on conversing with you once you lock this thread. Like you I would be interested to hear how Mamma Kunesh etc have been getting on , or have they just given up all hope?

[JenniferV]

Hi there,

Diego3, I'm afraid there's no option to contact me or other community specialists privately, however if you would like to know how to become a product expert, you may check this blog post to see more information.

Geetee, I will keep this thread open to ensure that one of our support representatives is able to reach out to you successfully. Also, as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our Community fresh and relevant. This includes locking threads after a period of inactivity. 

Thanks,

Jennifer

[JenniferV]

Hi there,

Geetee, I checked your case and it shows that one of our support representatives already reached out to you via email. Please check your inbox and continue the conversation there.

stevo13, ErikaJS, and MamaKunesh, I haven't heard from you in a while so I’ll  be locking this thread if there’s no update within 24 hours. If you're still experiencing problems, please feel free to start a new thread and we'll be happy to help.

Thanks,

Jennifer

[Geetee]

Hi Jennifer. I can assure you that I have not had an email or any other communication.

I am now getting fed up with the whole lot.

[JenniferV]

Hello Geetee,

I checked your case and it shows that our team sent you an email last September 28. You may check your inbox or other section on your email to see the message. 

Thanks,

Jennifer

[Geetee]

There was no email received nor is it in spam. Ask them to send it again please.

[JenniferV]

Hey Geetee,

I'm sorry about that. I asked the support representative who's handling your case to resend the email. Check your inbox and once you received it, please continue the conversation to further assist you.

Best,

Jennifer

[Geetee]

 Hi Jennifer.

Thank you. I have now received an email.

If you leave this open, I will let you know how I get on.

I am aware that you, personally, have tried your best but I think it is not solveable. 

[JenniferV]

Hi there Geetee,

Glad to hear and thanks for keeping me in the loop. I'll keep this thread open for a few more days and wait for your update. 

Thanks,

Jennifer

[Jhonleanmel]

Hey folks, 

Thanks again for helping here, @JenniferV.

@Geetee, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,
Mel

[Geetee]

Hi.

I am awaiting a response from Chromecast support. So far they have not been much help. 

[JenniferV]

Hello there,

I'm sorry if it's getting old. I'll follow up your case with the team so they can get back to you as soon as possible. 

Best,

Jennifer

[Geetee]

Hi Jennifer. I have now been in conversation with Jayson at support and he has solved the problem. I can now set up and cast.

The problem was that I was pressing the LED light to reset, not realising there was a not very obvious button nearby, which Jayson pointed out. I did ask a question about this at the beginning, but nobody answered it.

Perhaps Chromecast should make the button a different colour to make it visible.

I would like to think this will help others with the same issue, but they probably aren't as stupid as me, so that's not their issue.

Thank you for all your help, so that's me over and out.

[JenniferV]

Hey Geetee,

Awesome — good to hear! I'd suggest you send feedback about this using the Google Home app. Here's how. 

Also, since your issue is now resolved and we haven't received any response from the other users, I'll go ahead and lock this thread now. Feel free to create a new one should you need help in the future.

Have a good one!

Best,

Jennifer

[Diego3]

Puedes revisar en la bandeja de correos no deseados, quizas fue allí