Cannot add device to control volume

[DaddyT]

I recently bought a brand new Chromecast with Google TV 4k. No obvious issues encountered but I am simply unable to get the volume controls on the remote working. As soon as I navigate to "Add device" and try to choose a brand of TV (or soundbar), I immediately get "Something went wrong" - "Try again" or "Cancel"

I have followed all the guidance found elsewhere, including:
- a factory reset of the Chromecast
- cleared the data/cache for "Android infrared service"
- removed and replaced the remote batteries
- forgotten and re-paired the remote

but nothing I've tried helps. 

I have no outstanding updates as it is reporting Android TV OS build as STTK.230808.004.10714782

It's so frustrating because it's great how it pulls all the different streaming apps into one remote - but I then have to reach for the TV remote to change volume 😞

Thanks

[diggaoz]

I have a similar issue. I get the same error when trying to add my tv.

I can adjust the volume thankfully and turn the tv on. What I can’t do is turn the tv off. I have to use my tv remote to do this.

I’ve also tried everything you have and contacted Google support but after a month of back and forth have gotten nowhere. There was an update a few days ago but unfortunately this didn’t help. 

[Kimy]

Hi folks,

Thanks for posting here in the Google Nest Community.

@DaddyT, this is a known bug that should have been fixed with the patch update released before November. Since your Android TV OS build is STTK.230808.004.10714782 already, let’s do a full clean-up by performing a factory reset on the main Chromecast device and factory reset the remote one last time to see if it helps. If there’s a way for the TV to reset (the IR receiver) or reboot at least, please do so as well. If it still persists, we may need to forward this to the support team.

@diggaoz, you mentioned that you can control the volume and power on the TV using the remote. Which means it had a chance to pair and is not actually affected by the actual bug. Yes, it’s possible that it’s another remote-related concern, but it doesn’t seem to fall under the title of this thread. If you can create another thread with a proper title and relevant details, you’ll receive more helpful responses here in this community. Expect me to be there too.

We look forward to your responses.

Thanks,

Kimy

[Chubbs]

Having more or less the same issues here.

Currently on build STTE.230915.005.S1.10942527

[Kimy]

Hi Chubbs,

Thanks for posting here. Kindly try the steps I shared above. Let me know how it goes.

Regards,

Kimy

[Chubbs]

Confirm that device and remote have both been fully updated and subsequently factory reset.

I have raised a support case as well

Case ID 9-3397000035638

[Kimy]

Hello Chubbs,

Thanks for the details. Since you already contacted the support team, I suggest you continue with them. I checked the case ID you shared and confirmed with the support team that the case is still open and being worked on. They will communicate with you via email.

Let us know if you have other questions or concerns.

Sincerely,

Kimy

[Chubbs]

For anyone else having this issue, support closed my ticket without ever making contact.

Still experiencing the issue so reopening the ticket, first contact support are trying to offload responsibility to the third party manufacturer even though I can't even get started connecting to any device.

Hopefully see a better resolution in the near future 

[Kimy]

Hi Chubbs,

I’m sorry to hear about the sour experience. I checked your interactions with them, and I understand where you’re coming from. The last representative sent you an email last Thursday, December 21, 2023, at 2:45 p.m. It may not have much content, but you can reply to that since the case/ticket is still open. Since they failed to grant your request for a supervisor, you can reply to that email to push the same request. Again, it’s an unpleasant merry-go-round, and I’m sorry about it.

Follow up here so we can also check the status of the case/ticket.

Sincerely,

Kimy