Chromecast with Google TV remote control - doesn't work with TCL TV

[leonlevy]

Hi, I don't know why the Chromecast Home TV remote doesn't works with TCL tv's, I opened a Conversation about 2 years ago without receiving any response from Google, I already checked the Issue with TCL technical support and finally the issue is not in the TCL tv's the issue is in the Google Remote, finally 2 months ago someone from Google participated in my conversation, promised to solve the Issue, blocked my conversation, and no one could write in my conversation anymore, all the Google's Chromecast TV users with a TCL tv, stayed without response, Google Please Help with this ISSUE, Thanks

[Juni]

Hi leonlevy,

Thanks for posting here in the Google Nest Community.

This is not the experience that we wanted you to have, let me help you out. A few things: Is the issue isolated to just the TCL TV? Are you able to successfully pair the remote? If not, what is the exact message that you are getting during the pairing?
 

Try to pair the remote using another TV to further isolate the issue. Check this helpful link for more information.
 

Looking forward to your response.

Regards,

Juni

[leonlevy]

Hi Juni, Thanks again for your Comments, only to remind, You participated in my previous Community Conversation regarding the same topic, you offered to check the issue and suddenly the conversation was locked and we didn't listen about the issue any more, btw I gave you a previous ticket number I'd opened in Google help and never get response either, please see the link for the previous community conversation 

https://www.googlenestcommunity.com/t5/Chromecast/Chromecast-with-Google-TV-remote-control-TCL-TV/m-...

Regarding to your recent questions:

Regarding to your recent questions:

Yes the issue is only with the IR of TCL TV's (I own 2 TCL TV's and 2 Chromecast TV HOME - both Same issue ) - I also owns a Samsung TV and a Toshiba TV and the IR Remote work perfect.

I successfully to pair the remote in all the cases (for the 4 TV's) the remote works perfect when I set it to the Chromecast BT or through the TV CEC the Issue appear only whe I try to setup the TCL IR bouttons, the Samsung and Toshiba IR boutons worked perfect.

Additional information: It is possible to setup the Google IR to the TCL TV's only when I approach up to about a foot to the TV IR Sensor, if I move away from the sensor more than a foot it's stop to work, I changed the batteries with out changes.

All this information you can find from several users with the same issue in my previous locked conversation on the link I provide before
I really will appreciate your cooperation
Thanks in advances

[Juni]

Hi there,

Thanks for the response. It appears that your case was escalated to our higher tier of support and they sent an email, however they did not get any response from you. If you still have that email I suggest you continue the conversation there. If you can’t find it anymore let me know by updating this thread.

Looking forward to your response.

Regards,

Juni

[leonlevy]

Thanks Juni, I cannot find the mail, Sorry, If you can help with this issue? I will Appreciate it, If it's is necesary i'll try  to open a new ticket

BTW. Iremenber the mail i received by Google support didn't asked to me for any response, they only informed me the case will be escaleted and one of the senior technical support will contact me,

Thanks in advance,

Leon

[Juni]

Hi leonlevy,

Please fill up this form with all the needed information, then let me know once done.

Thanks,

Juni

[leonlevy]

Hi Juni,

I already filled the form, I remain you on Last November I Filled the same form and few days after I recieve a Respons from Princesss Comunity Specialist with this mensage: "We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further"  after than my conversation was locked and I Didn't listen anymore till I reopened A new Conversation. It's the last message in my previos comunity conversation.

https://www.googlenestcommunity.com/t5/Chromecast/Chromecast-with-Google-TV-remote-control-TCL-TV/m-...

Thanks,

Leon

[Princesss]

Hi leonlevy,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[leonlevy]

Thanks Princesss for your cooperation, I already received a mail from The Google Nest Customer Care Team, It really didn't meet my expectations they asked me to check with the TCL technical support, despite the fact that in the threads of my community conversations I already wrote that I had checked with TCL from the first moment the problem arose, They also asked me to give a feedback through the device, which I also did some time ago

Thanks and still waiting for a solution

[Juni]

Hi leonlevy,

Thanks for the update. I’m glad that they were able to assist you. Please continue the conversation there as this thread will be locked after 24 hours. If you have other concern you can create a new thread so we can help you here in Community.
 

Thanks,

Juni

[leonlevy]

Hi Juni, the assistence is frozen again I last received mail was on February 1st with this communication "this will be investigated by the developers/engineering team" after this I haven't new news, the case continues unsolved,  really i continue without responses, thanks 

[zelbatti]

Since I'm having the same issue, I'll try to revisit this post to see if any solution will be proposed.

@leonlevythanks for your perseverance

[leonlevy]

Google is doing nothing about it and trying to involve TCL in the issue, TCL proved me is not a TCL Issue at all

[zelbatti]

I'm opening another Nest help case, and I'll try to push from my side as well

I like it when I see people engaged, so I try to give my two cents

[Colace]

Same issue here, I own a tcl TV, and as described, the problem is present if you are more than 1 meter or so far, I presume that is due to the strength of the signal or the signal not properly calibrated

Is there any solution for this problem?

Is there a possibility of cloning the codes from the original TV IR remote? 

[leonlevy]

Isn't posible,  google codes are presets

[Colace]

Just sharing that I found a temporary solution, if you place a CD or a reflective surface with a 45`angle bellow the tcl LED, i have noticed that increases the range, not sure why is this, my theory is that there is some bad calibration 

[Gerri72]

Same problem here, own a firestick and a chromecast firestick remote have no problems, goggle remote is garbage. If they don’t fix this soon, i send the chromecast back.

[leonlevy]

This is true, I already opened a ticket and they don't do anything to solve this problem

[steveroger]

Try to contact Google support again with the details of the problem. Mention the previous conversation, the promise to solve the issue, and the subsequent block. Request prompt assistance for the unresponsive Google Chromecast TV users with TCL TVs. 

[leonlevy]

I already contacted them two times and steel waiting, inclusive one google expert officer is members of this conversation

[leonlevy]

Thanks anyway

[TuanVQ]

I have the same issue, TCL TV work well with other Android box's remote.