Google tv to launch, fail to reset

[JoelM]

Hi! My device went offline and wouldn’t turn on. I tried resetting the device but the reset instructions don’t seem to work for me. Held the button on the back of my device with no change in light. (This works on my second device without a problem). I removed device from my google home hoping this would give it a kick start and I’d just add it back in my devices. Now the device once plugged in stays on the black screen with the logo and won’t connect to my google home app at all. HELP! 

[JenniferV]

Hello JoelM,

Thanks for reaching out and I'm sorry to hear that you're having an issue with your Chromecast. Let's sort this out.

Quick question: what's the LED status on your Chromecast? Could you please reboot your Wi-Fi router and plug in the Chromecast on a different HDMI port on the same TV screen? If the issue persists, plug it into a different TV screen, then try to perform a factory reset. 

Regards,

Jennifer

[JenniferV]

Hey there,

How's it going? Do you still need help?

Thanks,

Jennifer

[JoelM]

Good morning Jennifer, 

Thank you for your tips but I have tried everything you have mentioned and have watched endless help videos but nothing seems to help. The light on the remote is pulsing white and the light on the dock behind the tv has a white light. Holding the button to reset the device doesn’t work at all and the white light never changes, I have tried other tvs and no change. 

[Jeran]

Hey there JoelM,

If you've attempted to factory reset your Chromecast and it's not functioning properly, you'll want to look at replacing the device. If you don't mind, would you fill out this form to have Chromecast Support reach out to you via email, and then let me know when you have done so? 

I look forward to your response, and if you have any other questions or concerns for me, please let me know.

Best regards,
Jeran

[JoelM]

Good Morning Jeran,

Thank you for your response, I have now filled out the form you have sent.

please let me know if there is anything else I need to do. 

[Jeran]

Hey there JoelM,

No problem at all! Thank you for filling out that form! You should have someone from Chromecast Support reach out to you via email in a few days, so keep an eye out for that. In the meantime, unless you have any more questions or concerns for us here on the forum, I'll go ahead and lock the thread in 24 hours.

Best regards,

Jeran

[Jeran]

Hey there JoelM,

Did you have a chance to fill out that form I provided?

Thank you,
Jeran

[Jeran]

Hey there JoelM,

Do you have any more questions that I can address? 

Thank you,
Jeran