Google TV Streamer (4k) randomly reboots

[Rerickin]

Hi- I bought a Google TV streamer earlier this year. Since I've had it it has randomly rebooted while streaming video in different apps - Netflix and Apple TV+.  It is very intermittent and random. It's as if someone unplugs it and plugs it back in. 

I decided to go ahead and reset the device and reload everything. Still does it. 

I only install apps from the play store. I don't have any developer options on. Nothing side loaded.  Apps and android os are updated. Ethernet connection. 

Is this hardware or software?  Anyone else with problems?  I have run all the same apps on the Chromecast dongle with no problems ever. 

[virnab]

Hi Rerickin,

I’m sorry to hear that your new Google TV Streamer 4K is rebooting randomly while streaming video in different apps. Thanks for sharing with us important details about the streamer behavior to better understand your experience. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

• Is the streaming device plugged in snugly and directly to the power outlet?
• Was there any recent power outage?
• How is the streaming device receiving power? Do you use a power cable or USB port?
• Have you tried powering the streaming device using both the power outlet and USB port?
• Have you tried plugging another device (phone, tablet, etc.) into the outlet or into the USB port?
• Have you tried plugging the streaming device into a different power outlet or USB port?
• What color is the LED light on your Google TV Streamer?
• Is your Google TV Streamer 4K currently connected to a 2.4 GHz or 5 GHz network?
• Is the Google TV Streamer connected through WiFi or Ethernet?
• If you are using an Ethernet connection, are you using an HDMI-certified 2.1 cable to connect the Google TV Streamer?

Thanks for your kind attention; I will be looking forward to your response.

Best regards,

Virna

[Libertus]

Dont work in tvs 2.0 hdmi ports.

[Rerickin]

• Is the streaming device plugged in snugly and directly to the power outlet? yes
• Was there any recent power outage? no
• How is the streaming device receiving power? Do you use a power cable or USB port?  I use the USB plug and cord that came in the box with it.  it is plugged into a UPS that also powers the TV and other things, and it is computer monitored, and there are no changes in the voltage or power cut outs during those times.
• Have you tried powering the streaming device using both the power outlet and USB port? No.  There is no power outlet.  It's just the google provided plug and USB cable into the USB-C port in the back.
• Have you tried plugging another device (phone, tablet, etc.) into the outlet or into the USB port? No.  Because that is the power source for the Google TV streamer.
• Have you tried plugging the streaming device into a different power outlet or USB port?  Yes.  Same issue.
• What color is the LED light on your Google TV Streamer?  It's white.
• Is your Google TV Streamer 4K currently connected to a 2.4 GHz or 5 GHz network? none
• Is the Google TV Streamer connected through WiFi or Ethernet? ethernet
• If you are using an Ethernet connection, are you using an HDMI-certified 2.1 cable to connect the Google TV Streamer? yes.

[virnab]

Hi Rerickin,

Thank you for your timely response and the comprehensive information you've provided. It helps me to provide you with better assistance.

At this moment, based on the settings features available for the Google TV Streamer (4K), I found that it is necessary to set the device on the 5 GHz network.

Please try connecting your Google TV Streamer to the 5GHz network band and let me know how it goes.

Best Regards,

Virna

[Rerickin]

Why would connecting it to 5 GHz fix it? It is connected via Ethernet. I've had other Chromecast streamers connected via Ethernet. Why would connection via Ethernet cause a streaming box to randomly reset, and how would connecting it to 5 GHz fix that? There is either a software problem or a hardware problem here (most likely hardware) and it has nothing to do with wifi.

Why would Google make their streamer Ethernet compatible and put an Ethernet jack on the back if running Ethernet breaks it?

This does not seem like a reasonable request from Google support. Additionally in your original question list you asked questions about features that the 4k streamer doesn't even have - like a regular power connector instead of just the USB-C. And telling me to plug a phone into the streamer USB-C port. Which is just its power port.   Or using a HDMI 2.1 cable. No non 2.1 cable would make any streaming box randomly reset. It makes no sense. 

It makes me believe that you don't understand the problem and are reading off a cue script. 

It would help if you could think through the problem logically. I did the first few steps but came to Google when it looks like a hardware problem I can't solve. 

[virnab]

Hi Rerickin,

I understand your frustration; I’m trying to isolate the inconvenience you are experiencing with your Google TV Streamer (4K).

My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.

Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Best regards,

Virna

[mrice]

For what it's worth, I'm having the same issue with my Google TV Streamer and mine is connected to a 5 GHz network. It's not a network issue. I'm concerned this is a hardware issue since it seems to occur most often while watching 4k video. Very disappointing for a $100 device that's only a few months old.

[virnab]

Hi mrice, 

Thanks for reaching out to our community.

I’m sorry to hear that your Google TV Streamer 4K is also randomly rebooting, even though it is connected to the 5GHz band on your network. Thank you for sharing with us that it occurs more often while watching 4K videos. I’m pleased to help you to find the solution.

My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.

Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Best regards,

Virna

[JeffM22]

Im also experiencing this issue, or something similar. I dont believe the Streamer Itself Is rebooting. I believe its making the TV reboot. In my case, I could be watching a video on any source (Youtube, Disney+, Apple TV, Netflix), and then the screen will go black for a brief moment followed by the TV Logo. It boots right back into the  content I was watching. Is that the same behaviour you other folks are experiencing? if the Streamer itself was rebooting, I believe it would load back up to the Google TV home page. That is not happening in my case

For trouble shooting, Ive tried

• replacing the HDMI cord
• using a different HDMI port on the TV
• Taking the batteries out of the streamer Remote after I turn on a video to rule out phantom press of the power button
• Restarting the Device
• Doing a factory restore of the device
• Turn off power saver mode

And yes, this is isolated to the streamer. I went back to using the Stock OS (Roku TV) and I dont experience any reboots. I also don't experience any reboots when using my XBOX Series X connected via HDMI. The issue occurs exclusively with the Google TV Streamer

Edit; FWIW, Ive had this Streamer Since it was launched in September. The issue only started happening in the last few weeks. Was there a Firmware update pushed out recently? or maybe the hardware just started to fail. It happens multiple times during the evening when im using it

[virnab]

Hi JeffM22,

Thanks for reaching out to our community.

I’m sorry to hear that you’re going through a similar experience as Rerickin reported in this thread with the Google TV Streamer 4K that is also randomly rebooting. I greatly value the thorough information you provided to us, such as the fact that the Google TV Streamer was operating normally until a few weeks ago, and I appreciate you providing the troubleshooting techniques you have tried to resolve the inconvenience so I can better assist you.

My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.

Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Best regards,

Virna

[JeffM22 · Accepted solution]

Hi @virnab , I have an update. I have found the root cause, and a work around. The crashing is caused by a setting in the "Advanced Display Settings" of the Google TV Streamer Software. Under the "Preferred Dynamic Range" options, the default setting was "Match Content dynamic range". I changed this to "Force Conversion" and I have not experienced a single crash this week. Last night, I set it back to the default of "Match Content dynamic range" and sure enough it crashed within 30 minutes. So I have it set back to "Force Conversion" as that appears to be preventing any crashes. 

[bortonj1]

I have tried this and unfortunately it did not work for me. I have tried both wifi and ethernet options. I have tried turning off the energy optimization for the apps but nothing seems to keep it from randomly turning off and back on. 

I have also reset router/modem, soft and hard reset of the streamer device with no luck. 

[virnab]

Hi bortonj1,

Thanks for reaching out to our community.

I'm sorry your Google TV Streamer 4K is randomly rebooting too. I understand how frustrating it must be to continue experiencing this inconvenience, especially after trying the troubleshooting steps suggested in this post. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

• When did the inconvenience start?
• Has your Google TV Streamer 4K worked fine before?

• Is your Google Home app updated?
• What's the Google TV Streamer 4K firmware version? You can use this help center article as reference: Find your device’s firmware version.
• What is the make and model of your TV set?
• Have you tried to use the Google TV Streamer 4K in another TV set?
• What is the make and model of your router?
• Are you using an HDMI-certified 2.1 cable to connect the Google TV Streamer 4K?

Thanks for your kind attention; I will be looking forward to hearing from you.

Best regards,

Virna

[bortonj1]

•  within 2 hours out of the box
• no
• yes. 
• System: Uttk.241210.003 Cast: 3.72.446070 when going in to check for updates it says the system is up to date. 

• Samsung QN90BA 85
• No. 
• Netgear Orbi RBR50.
•  Yes. 

[virnab]

Hi bortonj1,

Thank you for your timely response and the comprehensive information you have provided. It is my pleasure to continue assisting you with your Google TV Streamer 4K to prevent it from randomly rebooting.

Based on the information you shared, I recommend you try the following troubleshooting steps:

1. Make sure your mobile device and Google streaming device are on the same Wi-Fi network.
• Google TV Streamer 4K: At the top right of your Google TV screen, click "All settings,” then select the option “Network & Internet.”
• You can usually check the Wi-Fi network of your mobile device in its Settings app.
2. If your router supports both 2.4 GHz and 5 GHz, make sure your streaming device is on the 5 GHz network.
3. Restart your Google TV Streamer 4K device:
• Unplug the power cable and wait 3 seconds.
• Plug the power cable back in.
4. To help prevent Wi-Fi or Bluetooth interference, move your streaming device further away from your TV. Don't let it touch other devices, wires, or cables.
5. Check that your wireless network can support the number of devices connected to it.
6. Move your Google TV Streamer 4K within 20 feet of your router.
7. Check if your Samsung QN90BA 85 TV has the HDMI UHD color setting. If so, please disable it. You can ask your TV manufacturer's support team for help with this step.

If the issue persists after trying these recommendations, it will be necessary to Factory reset your Google TV Streamer 4K device and set it up again. You can use this Google Help Center article to find the instructions to set up your Google TV Streamer 4K: Set up Google TV Streamer (4K) and Voice Remote.

Please let me know how it goes.

Best regards,

Virna

[Rerickin]

THANK YOU THANK YOU!  Google has been most unhelpful.  I was going back and forth with a higher level support team person and they said "It looks like it may need to be returned, but because you bought it from Amazon you'll need to take it up with them."  Which is complete BS.

I'll change this setting.  Thank you!!

[JeffM22]

Please report back after a few day and update the thread if it works for you aswell. This is no doubt a software issue which Google should still address. 

[Mill123]

I got the same issue. Just got for one month. 

[ranjeetthibari1]

Ranjeet