Google TV streamer setup, works, no changes made, now can't be found.

[mmidgley]

Google TV streamer setup, works, NO CHANGES MADE, now CAN'T BE FOUND.  before performing factory reset can you at least tell me what i could have done to cause this? nothing?  buggy app?

[carolineharper]

This can happen due to a temporary network or account sync issue.
Try restarting the Google TV device and your Wi-Fi router first.
Also check that your phone and the device are on the same Wi-Fi network.
If it still does not show up, sign out and back into your Google account on the TV.
If nothing changes, a factory reset is usually the last option.

[mmidgley]

Factory Reset appears to be the only option every time this occurs, as all the other checklist items get checked and don't solve it.

[sicsacol]

Hi @mmidgley,

Thanks for posting in the community. I understand that your Google TV Streamer is no longer being recognized, even though no changes were made to your setup. I know it’s unexpected to have a device that was working perfectly suddenly stop appearing. No worries, I’d be more than glad to assist you.

To answer your question about what might have caused this, it could be related to a temporary communication error between your Google TV Streamer and your network. To confirm, have you had a chance to try the steps that Carolineharper shared? If so, did you notice any change? Also, a few quick details:

• Is your Google TV Streamer missing while casting from a specific app, or does it not show up in any apps?
• What is the status of the LED light on the back of your Google TV Streamer?

@carolineharper, thanks for the troubleshooting steps provided. 

Please keep me posted on how it goes.

Regards,
Jonathan

[mmidgley]

Streamer LED is on white like normal. There was no network outage, certainly not that wouldn't be recoverable within microseconds. Streamer was not found in Google Home app at all. Most of the time this streamer is only used with its built-in apps and the Google Home app on a phone is used as a remote, so I can't comment about other apps attempting to cast. 

Carolineharper's suggestions match Google's suggested actions, which made no change.

Factory Reset is the only solution until Google improves their software.

[sicsacol]

Hi @mmidgley,

Thanks for your response. I understand that your Google TV Streamer can't be found in the Google Home app and that only a factory reset of the device seems to fix the issue. Just to be on the same page, could you clarify what you see when you try to locate your Google TV Streamer in the Google Home app?

Please keep me posted.

Cheers,
Jonathan

[mmidgley]

It does not exist! It is not to be found anywhere in the app. Not in any room.  Not listed as not connected to a room.  It was previously listed in the app (in the room i chose) and functional, for example, being about to open the virtual remote control in the app.

In the Google Home app, if I attempt to setup a device, it asks what kind, I choose Chromecast, it doesn't find it (because it is already "installed") and the install process goes in an endless loop (bad programming, Google!), asking the user to try again.

[sicsacol]

Hi @mmidgley,

Thanks for your update. Let's try some troubleshooting steps, as it seems your Google TV Streamer may already be set up.

• Please ensure your phone is connected to the same Wi-Fi network as your Google TV Streamer.
• Double-check that you are signed into the Google Home app using the same email account linked to your device.
• If you have multiple homes set up, tap your profile picture or initial at the top right, then tap "Switch home" to ensure you're viewing the correct one.

Please let me know how it goes after trying these steps.

Cheers,
Jonathan

[mmidgley]

yes, same wifi, same Google Account, same Home.

seems the answer is buggy app.  no reason to suspect bad hardware as the streamer continues to stream fine when used without phone, phone app, or other network devices.

[sicsacol]

Hi @mmidgley,

Thanks for the update. To gather more information about this issue, please confirm the following:

• Has there been any recent change to the accounts or permissions in this Google Home setup?
• Is this the first time the device is being set up?
• Have you tried using a different phone or tablet with the Google Home app to see if the issue persists?

Please let me know the answer to these questions.

Regards,
Jonathan

[mmidgley]

No, no recent changes have been made with accounts or permissions in the Google Home setup.

No, the device was previously setup and working in all ways, including with the Google Home Android app.

No, the phone is my device for controlling Home devices.

thanks

[sicsacol]

Hi @mmidgley,

Thanks for your update. Since you already tried some troubleshooting steps and the issue persists, 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. Please ensure to include the link to this thread and your community username.

Sincerely,
Jonathan

[mmidgley]

The form was submitted.  My device was Factory Reset so I could resume using it.  (I do write software for a living, but I am not a QA engineer for Google). I hope Google can use this discussion to attempt to improve their software and the customer experience.

thanks for your effort!

[sicsacol]

Hi @mmidgley,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Cheers,
Jonathan