I have two Chromecast with Google TV on one I can see an app and in other one I can't, why?

[HdAlabama]

I have two Chromecast with Google tv.

There's an App called Star+ on my country (Argentina), it's basically an extension of the official Disney+.

I bought a chromecast when I was in Spain and brought it here and now I bought one from Argentina (not sure where that one comes from, I'd guess US, since they are not officially sold here). Both of them are configured with the same Google account but when I try to install it I can see the app on the Spanish chromecast but with the one from the US it's not on the Google Play store and I can't get any feedback on why it's not supported considering they are the same device configured on the same region with the same account.

 

to translate, the one grayed out it's the US one and it just says the app is not compatible and the one compatible is the one I brought from Spain, but they are both essentially the same device.

Why is it not showing on my Google Play store?

[gbn]

I have the same problem with Rakuten Viki. All settings are identical. 2nd one bought as a repeat order of 1st one for different room

[HdAlabama]

Did you ever find the problem with that one?

[Jeran]

Hey there HdAlabama,

I'm sorry to see that one of your Chromecast devices is acting up, I'd be happy to help you look into this! What I would check to make sure both Chromecast devices are up-to-date on their firmware. After that, I would make sure that the US Chromecast is on your Google Home app, as well as check that your Google Home app has your location set, as Google Play may be detecting thinking the Chromecast is from another region where the Star+ app is unavailable. Another way to assure that the Chromecast knows it is in the correct region is to add a debit/credit card onto Google Play, so it can also detect your region.

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

Best regards,
Jeran
 

[gbn]

I did a full factory reset and a manual setup (not via Home App), and it fixed itself

[JenniferV]

Hi folks,

gbn, glad to hear that this has been sorted out and thanks for sharing your resolution in the Community — we appreciate it! In the meantime, do you still have other questions and concerns?

HdAlabama, have you had a chance trying the suggested steps shared by Jeran and gbn? If yes, how was it?

Thanks for the help here, Jeran. 

Best,

Jennifer

[JenniferV]

Hi there,

It's me again. How's it going? Still need help?

Regards,

Jennifer

[JenniferV]

Hello there

Just checking in to make sure that you've seen my response. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Jennifer