Google tv streamer

[Blito199]

Hola hace unos meses adquiri un Google TV Streamer, tuve varios inconvenientes pero el ultimo fue que estaba reproduciendo musica desde mi tv y se me apago instantáneamente el dispositivo de google, verifique que estuviera todo bien conectado y asi fue, lo unico que cuando desenchufe y volvi a enchufar el dispositivo me empezo a emitir una luz amarilla pero no respondió mas, necesito ayuda para ponerme en contacto con alguien de soporte.

[humbertogarcia]

Hi Blito199,

Thank you for reaching out and sharing this report. I understand that your Google TV Streamer (4K) suddenly powered off while playing music and is now showing a steady yellow light after you restarted it. I'm happy to investigate this issue and help you find a solution.

Please answer the following questions to help me figure this out:

• Are you using the original power adapter and cable that came in the box and plugging it directly into a wall outlet? (No power strips, extension cords, or TV USB ports.)

• Are you getting any error messages on your TV screen?

• Is the streaming device plugged in snugly and directly to the power outlet?

• Was there any recent power outage?

• Have you tried plugging the streaming device into a different power outlet?

• In the meantime, I recommend trying the following troubleshooting steps:

• Unplug the cable from the streaming device and the adapter, then wait for five seconds.

• Plug the cable back into the adapter, then plug it into the streaming device.

• Make sure that the power adapter is plugged into a reliable wall socket.

• Check if no USB Type-C hubs or switches are between the streaming device and power adapter. They can affect the power capability or power delivery compatibility.

Please keep me posted.

Best regards,

Humberto

[Blito199]

Hi, I'm here to answer your questions.

Are you using the original power adapter and cable that came in the box, and are you plugging it directly into a wall outlet?
Yes, I'm using the original charger.

Are you receiving any error messages on your TV screen?
No, it just stopped streaming to the TV screen.

Is the streaming device plugged in correctly and directly into the wall outlet?
Yes, of course.

Has there been a power outage recently?
No, there hasn't.

Have you tried plugging the streaming device into a different wall outlet?
Yes, I tried that, but it didn't work.

I tried the steps you recommended earlier, but it didn't work. Thanks for your reply.

[humbertogarcia]

Hi Blito199,

Thank you for your troubleshooting efforts and for answering my questions. Let's proceed with a series of steps designed to isolate the issue between the device and your television ports.

A full reboot of both the TV and the streaming device is the necessary first step:

• Power Off the TV.
• Unplug both the TV and the streaming device from their power sources.
• Unplug the streaming device from the HDMI port on the TV.
• Wait for one full minute.
• Plug the TV and streaming device back into their power sources. Wait 30 seconds.
• Power on the TV, then connect the streaming device back into the original HDMI port.
• Tune the TV to the correct HDMI input.

If the issue persists, isolate the HDMI Port. We need to check if the specific TV port is failing:

• If your TV has multiple inputs, use a different HDMI port on the TV and check the result.

If the above steps, don't work, isolate the TV Component

If the issue persists and if possible, test the streamer on a known-working screen:

• If you have a backup TV or monitor, plug the streaming device into that alternate screen to see if the streaming works successfully there.

Please share the results of the final step you were able to complete. Your patience is appreciated as we work through this diagnosis.

Regards,

Humberto

[Blito199]

Hello, sorry for the delay in replying; I never received the notification. Regarding your response, I never found a solution. I followed all the steps you mentioned, but I still haven't had any luck. I've tried it on other TVs I have at home and even on my computer, but it still doesn't work. The main problem is who I contact to claim the warranty, since all they do is send me messages on Facebook or something else, making it impossible for them to contact me on my cell phone. Thank you for your time.

[VictorLeffler]

All good now?

[humbertogarcia]

Hi VictorLeffler,

Thank you for posting in the community! I'll be happy to assist you as soon as I understand your

communication. Are you asking the initial community member if he got a solution with the tips that were suggested? Feel free to clarify.

Thank you for following up if that's the case and for your participation in this thread. I'll be happy to address your concerns or questions.

Regards,

Humberto