Google TV Streamer will not connect to the Remote - feels like a problem with the Streamer

[SimpleSimon12]

Hi,

The initial setup went fine with no issues.  After about 2 weeks, the remote no longer connected to the streamer.  Followed all the troubleshooting help (take batteries out etc.).  Nothing worked, so I did the factory reset for the remote.

That didn't work, so did a factory reset of the streamer (long press of little button and factory reset from BIOS).  When turning on, it can't find the remote.  Pressing the home and right arrow as instructed switches the remote on, but it's not recognised by the streamer. 

Strangely, the streamer is not recognised by the Google TV app either.

So, bought a new remote from Google, same problem.

I can connect both remotes to my iPhone though, so they actually seem fine.

Any help is very much appreciated!

[Rusell]

Hi SimpleSimon12,

Thank you for posting in the community. I'm sorry to hear that you're not unable to set up your Streamers Voice Remotes. I'm happy to help you!

To help me find the best solution, I'll need to ask you a few questions: 

• How long was the remote functional before it stopped working?
• What type of batteries did you use?
  • Are they the original batteries included in the box?
• Are there any error messages from the streaming device when this inconvenience occurred?
  • If so, can you please take a picture of the error message?

Keep me posted.

Best regards, 

Rusell. 

[SimpleSimon12]

Hi Rusell,

Thank you for your reply and help!

To answer your questions:

1) I am using the original batteries shipped with the remote and have also tried different batteries.

2) I now have 2 remotes and both of them will connect to my iPhone, which suggest Bluetooth is working on both remotes, but neither is recognised by the streamer

3) I reset the streamer to factory settings.  When I turn it on, it goes to a screen telling me to press the home and right buttons simultaneously to connect.  It just stays on that screen for quite a long time.  Then, I see animation telling me to unplug the device and start again

4) I tried the other connection screen (accessed by pressing the button on the streamer).  That doesn't work.  After some time, it goes to the same screen in point 3.

[SimpleSimon12]

Correction to point 3 regarding the remote - it is the home button and left button I am told to press to connect.

[SimpleSimon12]

The remote and streamer were working perfectly for about 1 week.  I noticed a problem when the remote would not turn on my TV.  I controlled the streamer via the Google Home app and couldn't connect the remote from that point on.  After following all the troubleshooting advice, I did a hard reset of the Streamer and got stuck in the setup loop because it won't recognise the streamer.

Weirdly, the Google TV app doesn't recognise the streamer either.

[Rusell]

Hi SimpleSimon12,

Thank you for the update. I appreciated the information provided. For now, we need to move forward regards your inconvenience therefore i'd like to share to some steps: 

• Remove the batteries from one remote  and do the steps below with only one remote
• Perform an FDR on the Voice Remote
  • Remove the batteries for 5 minutes.
  • Hold the Home button for at least 15 seconds while you reinstall the batteries.
  • When the LED starts to blink, release the button.
• Reboot your Google Chromecast 
  • Take a look at this article: Reboot your Chromecast or Google TV Streamer - Android - Streaming Help

Keep me posted.

Best regards,

Rusell.

[SimpleSimon12]

Hi Rusell,

I tried that before and repeated it just now and the outcome is the same each time.  The streamer boots to the remote connection screen where I have to hold down the home and back button on the controller.  It does not connect.  As mentioned before, the streamer was reset to factory settings about 1.5 weeks ago.

[Rusell · Accepted solution]

Hi SimpleSimon12,

Thank you for your response. The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Be sure to submit the following relevant information:

• Community Thread
• Community Username

Keep me posted. 
 

Best regards,

Rusell.

[SimpleSimon12]

Hi,

Thanks for your help.  The device was replaced by Google and the new one is working at the moment.

[Rusell]

Hi  SimpleSimon12,

Thank you for your response. I'm glad to hear that your Google TV Streamer voice remote replacement worked perfectly.

If you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!

Best regards,

Rusell.