Chromecast can’t connect to wifi?

[JacintaO]

I’m having trouble installing a Chromecast with Google TV 4K., connecting to a Samsung TV. When I go to connect to wifi, I put in the password to our wifi and it says “Connected”. It then says downloading system update, displays this message for a few minutes and then says that it is “not connected” and to check the network settings.

I have tried rebooting our router, resetting Chromecast to factory default, unplugged the Chromecast etc.

Our router is a fair way away from our TV so I’m wondering if we need an Ethernet connection instead of wifi - but I can’t find an Ethernet adapter available for sale in New Zealand, which is frustrating. We don’t have any other issues using wifi on devices in the same room as the tv.

Any suggestions gratefully received because currently it looks like the Chromecast has been a waste of money!

[JenniferV]

Hello JacintaO,

Thanks for reaching out and I'm sorry to hear that you're having an issue setting up your Chromecast with Google TV (4K). Let's sort this out.

A few questions: what's the LED status on your Chromecast with Google TV (4K)? What's the make and model of the phone you're using? Are you using a dual band router?

Give these steps a try:

1. Adjust the settings of the setup device.
   a. Android devices: Turn on Location Services. If the same issue occurs, turn off the screen overlay (only for Android 6.0 and above).
   b. iOS devices: Turn on Bluetooth and Local Network Access for the Google Home app.
2. Uninstall and reinstall the Google Home app.
3. Connect the Chromecast with Google TV (4K) to 5GHz network for better performance.
4. 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.
5. Try a different mobile device.
6. Perform another factory reset on your Chromecast with Google TV (4K).

Thanks,

Jennifer

[Jeran]

Thank you for helping out on this thread, Jennifer!

Hey there JacintaO,

I'm just checking up on this thread, do you have any more questions or need any additional help? 

Best regards,
Jeran

[JacintaO]

Hi Jeran and Jennifer - thanks for your help. I’ve tried everything that Jennifer that suggested but can’t get the Chromecast working. I can’t find an SSID to manually connect to which suggests that somehow the Chromecast isn’t connected to the wifi. The process still gets stuck on downloading the software update - it just goes round and round and doesn’t go anywhere. Is there any way to manually skip the software update and do it later so at least I can get the device set up? Thanks.

[JenniferV]

Hi JacintaO,

Thanks for getting back to us. I'm afraid there's no way to skip the software update for the device. If the update is taking too long, please reboot your Wi-Fi router. You can also do a speed test to check your internet speed. You can check out this support website article to see more troubleshooting steps.

By the way, thanks for lending a hand here, Jeran!

Best,

Jennifer

[JenniferV]

Hello there,

How's it going? Did you manage to get your device working?

Thanks,

Jennifer

[JenniferV]

Hey JacintaO,

Just checking in to make sure that you've seen our response. Please let us know if you still need help or if you have other questions or concerns as we will be locking this in 24 hours. Feel free to start a new thread and we'll be happy to help.

Thanks,

Jennifer