Dropped Video Frames CCGTV

[Chadwick537]

Hi,

I (and many other users from a quick internet search) are experiencing dropped frames when playing Dolby Vision content on certain apps (Netflix, Disney+) at 40k60.

I have the latest firmware and my Google TV is up-to-date.  I know it's not setting on my TV as I can watch same content on the internal LG apps with no issues.

[Aquarius]

I have the same problem on Disney+: for example "The book of Boba Fett" has very annoying micro-stutter in 4k 60Hz. It's a little bit better in 4k 24 Hz, but at this refresh rate other apps are extremely stuttering.

Please provide a firmware update soon - otherwise I will consider trying the new Xiaomi TV Stick 4K with integrated Chromecast.

[JenniferV]

Hi folks,

Sorry for the delayed response. Let's sort this out.

Quick questions — is this only happening when playing content on Netflix and Disney Plus? What is the make and model of your TV?

Give these steps a try:

1. Try switching on different HDMI ports.

2. Test on a different TV, if one is available.

3. If it doesn't work, go to Settings > System > Restart.

4. Factory reset your Chromecast with Google TV. Here's a guide: How to factory reset your Chromecast.

Let me know how it goes.

Thanks,

Jennifer

[Chadwick537]

Hi,

It is Disney+ and Netflix with Dolby Vision content.  I have an LG OLED B8 television which is 4k60 DV capable, the same apps work flawlessly on FireTV and WebOS platforms.

I've tried all of the listed fixes below, none work.  There are many users with the same issue, it's clearly a device and/or app issue.  Being that the same apps work on other platforms I'd say it's a device issue.

[JenniferV]

Hi Chadwick537,

Thanks for getting back to us. Could you try to check the supported formats under Dynamic range format preference? Go to Google TV settings > Display and sound. Also, please try to enable HDMI-CEC enabled devices on the same settings.

Thanks,

Jennifer

[Chadwick537]

These settings are correct.

[JenniferV]

Hi folks,

Sorry for the late response.

@Chadwick537, we'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

@Aquarius, have you had a chance to do the steps listed above? If yes, how was it?

Thanks,

Jennifer

[Aquarius]

@JenniferV :

• HDMI-CEC enabled
• HDR enabled (automatic switching allowed)
• YCbCr 4:2:2 12-bit

The problem is definitely the refresh rate setting. I have stutter/judder every few seconds in 4K 60Hz and almost no problems in 4K 24Hz while watching "The Book of Boba Fett".

There definitely needs to be automatic refresh rate switching implemented on the Chromecast 4K with Google TV. I don't want to change this setting manually for every content!

So the only relevant question for me is: will Google provide a software update before March 23rd? That's the last day I am able to return my device to the seller.

Kind regards - Thomas

[JenniferV]

Hi folks,

@Aquarius, I don't have info about that, but the software update is done automatically. For Chromecast with Google TV, the update doesn't appear in the Google Home app. You need to access your Chromecast updates from your TV. However, if the issue still persists, you can also fill out this form so we can further check this in our end. Let me know once you are done. 

@Chadwick537, we know you have other things to do. Have you had the chance to fill out the form?

Thanks,

Jennifer

[Chadwick537]

Hi,

Yes I filled out the form within a day or two of you requesting it.  I have not heard anything back.

[JenniferV]

Hi folks,

I got your forms. I also sent you an email, you may check your inbox. Let's continue from there. 

Thanks,

Jennifer

[Chadwick537]

Replied via email thank you!

[Aquarius]

@JenniferV :

thank you, but I already know how the (too rare) updates work.

I filled out the form, but I don't see any point in it: it's the same as if you just talk to your technicians and tell them what we are writing about.

Many people have the same problem and Google is aware of it, so why not just admit it and kindly ask to wait for an update? THAT would be very friendly and honest from Googles side and a world I am dreaming of 😇

I would like to close with some words from John Lennon:

You may say I'm a dreamer
But I'm not the only one
I hope someday you'll join us
And the world will live as one

Kind regards - Thomas

[JenniferV]

Hi Chadwick537,

Thanks! I've sent you an email and forwarded your case to our team. They'll reach out to you as soon as possible and will continue assisting you there.

I also sent you an email, Aquarius. You may check your inbox and provide the needed info.

Thanks,

Jennifer

[Aquarius]

@JenniferV:

I also replied to your email - thank you for escalating this issue to your Senior Support team 👍

Thomas

[JenniferV]

Hi Aquarius,

You're welcome. I'll forward your case to the team and please keep your lines open as they might reach out to you any time soon.

Also, I'll lock this thread. Our team will further assist you from there.

Thanks,

Jennifer

[Aquarius]

Same here:

It's clearly a device/software issue, because I have the identical problem on a second, new Chromecast (I returned the first one).

I also have the following problems on both Chromecasts:

- when the Chromecast was idle for a longer time and I start up my equipment, it will only show a grey screen. Only if I change to another HDMI-input on my device (tested on both my AVR and TV) and then back to the Chromecast-HDMI, I will see the Chromecasts home screen again

- when I ask my Google Mini to open a title in Disney+, all my equipment will turn on correctly (by CEC) but only the Chromecast home screen is shown. Only after a second, identical voice command, the Disney+ app will start and show the requested title

- sometimes Disney+ offers 4K titles only in FullHD. After closing and reopening the app, 4K is available again

All in all a very instable device performance so far. Please release a software update soon. How about Android 11 or 12?

Thanks!