Chromecast remote will not turn on Chromecast. All other functions work.

[ptcourt]

For a few months now, my Chromecast with Google TV 4k remote will not turn on the Chromecast device.  I have to unplug and replug in the device to get it to turn on.  The remote turns on the TV fine, and once the device is on, all functions work fine.  It's just turning the device on.  I've tried the following steps, and none have worked:

1. Google replaced the remote under warranty
2. Replaced the remote batteries
3. Factory reset the remote
4. Factory reset the Chromecase
5. Unplugged the Chromecast for ten mins
6. Bought an HDMI extension cable to get the Chromecast away from any possible interference behind the TV
7. Tried to turn it on when pointed the remote right at it from a foot away

None of the above have worked.  I really like the Chromecast because of the interface but if we can't solve this I'm just going to go with Roku.

I've seen a similar post on here that was closed without resolution so I know I'm not the only one.

Would appreciate any assistance.

[ptcourt]

To add to this, I have two Chromecasts and I switched them out totally (remote and dongle), and I still have the same problem.  Would appreciate any assitance.

[Kimy]

Hi ptcourt,

Thanks for posting and for being a step ahead of us. We’re sorry for the trouble, and this is not the experience that we wanted you to have. There’s an ongoing update that will be completed in the coming days. This is one of the recognized bugs that is included in the patch fix. It should be the versions STTE.230615.004 and STTE.230615.004.1 where this patch fix kicks in. You may need to give it a few more days since the estimated completion time of the updates is until the end of October. Once you have the update available, make sure to install it. Let us know if you have other concerns.

Thanks,

Kimy

[ptcourt]

Thank you very much for your response. In my past experience companies often won't even admit there's a problem which leaves the users wondering if they were crazy or not.

I haven't received the update yet, but I'll keep checking back and let you know if it works. Thanks again

[Kimy]

Hello ptcourt,

We appreciate your feedback. We ensure that our users are aware of the situation. So far, we are just a couple of days before the update rollout is complete. We look forward to your response.

Cheers,

Kimy

[ptcourt]

I'm sorry to report I'm still seeing the same behavoir with the device not turning on.  My system says it is up to date.  The current OS Build is STTK.230808.004.10714782.

[Kimy]

Hi ptcourt,

Thanks for keeping us in the loop. The rollout should’ve been completed already, as it was estimated to be completed by the end of October. You can do a factory reset one last time to see if it helps. If it still persists, we may need to forward this to the support team.

We look forward to your response.

Thanks,

Kimy

[ptcourt]

Thank you for the response.  I went to the form and filled it out and when I tried to submit it, I got an error that said "Refresh this page and try again. Sorry, there was a problem with the form."  This happened twice.  I cannot submit the form (which is just a cut and paste of the above info anyway.)  Please let me know how to proceed.

[Kimy]

Hi ptcourt,

Thanks for the reply. Could you try it again and let me know if you’re still having trouble sending the filled-out form? I’ll wait for your reply.

Thanks,

Kimy

[ccw1134]

Hello. I wanted to also chime in on this issue. I am currently at the same OS build as ptcourt and I am experiencing the same exact problem with my television no longer being powered on via the CEC feature. This is extra frustrating as I own three Chromecast with Google TV (4K) devices and two Chromecast with Google TV (HD) devices. Clearly this is a widespread "bug" for people not using the IR functionality for the Power button. How Google has not corrected this through, at least, two updates is baffling to me. 

[Kimy]

Hi there,

We hear you, @ptcourt and @ccw1134. I’m sorry for the trouble, and this is not the experience that we wanted you to have. Since this is still happening despite trying the appropriate steps, we'd be happy to take a look into this for you. Please fill out this form with all the needed information and let me know once it’s done so I can forward it to our support team.

Best,

Kimy

[tallov11]

remote won't come on

[Kimy]

Hi there,

We got your form, @ccw1134. Thanks for filling it out. I’ve endorsed it to the support team, so kindly wait for them to reach out to you via email.

@tallov11, thanks for posting here. Can you provide more details about what happens and the troubleshooting steps that you’ve tried? We look forward to your response.

Cheers,

Kimy