Issues with Kayo sports app (Australia) casting to chromecast 3rd gen

[hotop3000]

Hi,

I have been having issues casting the kayo sports app on my phone to my 3rd gen chromecast. The content will cast but as soon as it starts my phone screen starts flashing on and off and my phone crashes! This problem has only started in the last couple of weeks, having used this method successfully for the last two years. Other apps (eg netflix) stream fine, as does mirroring phone screen etc. I have tried factory reset of chromecast, as well as clearing cache etc and reinstalling the kayo app. Kayo support gave me checklist of stuff that i had already done and were not particularly helpful at all...

Anyone else had this issue or have ideas on how to fix it??

Thanks in advance!

[Kimy]

Hi hotop3000,

Thanks for posting here in the Google Nest Community. We’re sorry for the trouble, and this is not the experience that we wanted you to have. Based on your description, it seems that your Chromecast 3rd Gen is working as intended. You can cast and do mirroring with no issues. Even when casting the Kayo app, the issue happens on the casting source (your phone) and not on the Chromecast device. The Chromecast device doesn’t have software or hardware to influence or control the casting source. As a matter of fact, the Chromecast itself is the slave device here. There’s no way for the Chromecast device to do that flashing of the screen and shutting off on your smartphone. You can investigate more by testing the same Kayo app on another phone and then observing if the same behavior persists. Let us know how it goes.

Thanks,

Kimy

[hotop3000]

Hi Kimy,

thanks for your response! i should have been more clear - i dont think there is anything wrong with my chromecast - i think there is a problem with the kayo app - perhaps a screwy update. i have tried using my wifes phone and have exactly the same problem - although admittedly it is the same type of phone. I will see if i can try with another type of phone sometime! 🙂

Chris

[Kimy]

Hello hotop3000,

Thank you for the reply. Yes, let’s try on another phone model just to be sure. Keep us posted.

Regards,

Kimy

[robo70]

I have been having exactly the same issue.  My phone is a Motorola one, about 4 years old. Phone begins to flicker and gets a screen of death.  It gives me an option to either retry or reset the phone.  I also think it's an issue with the app as I can cast other things without issue. 

[hotop3000]

Thanks for your interesting comment. My phone is also a Motorola. Moto g 5g plus or something like that. So perhaps that is the problem.... No nearer the solution! 🙂

[robo70]

I have spoken to guys at work who have Samsung and Apple phones and they report no issue.  Looks like compatibility with Motorola phones is the issue with the latest Kayo update.  May need to report the issue with Kayo.  Are you able to do so as my Kayo is shared with a work colleague and it is under their name?

[hotop3000]

Yes I will do so thanks. Not that they have been too helpful so far!

[Kimy]

Hi folks,

Appreciate your update here. It’s safe to say that your Chromecast devices are working fine, but it’s concerning to know that this issue persists. This lies between the Kayo app and Motorolla. I suggest you contact both their support teams to report it. Let us know if you have other concerns with your Chromecast devices.

Cheers,

Kimy

[hotop3000]

FYI motorola's unhelpful response below. will let you know if kayo come back with anything...

Thank you for contacting Motorola. We are here to assist you with your Motorola g 5G plus, wherein Kayo app will immediately start flashing and the phone will crash after successfully casting using your Chromecast device.

Let's try the steps below.

Check for Application Updates

Certain applications may no longer be compatible or may require an update in order to work properly. 

1. Go to Play Store
2. Touch 
3. Touch Manage apps & devices
4. Under Updates available:
   • Touch Update all.
   • Or, to update a specific app, touch See details, then touch Update by its name.

Reset App preferences
This will reset all disabled apps, notification restrictions, default apps, background data restrictions, and permissions restrictions. You will not lose any app data.
1. Tap on Settings
2. Touch System
3. Touch Reset options
4. Touch Reset app preferences
5. Touch Reset apps

Clear App data

Clearing the cache will remove any temporary files being stored by the device.

Clearing the storage will remove data that the application has saved.

---

Touch & hold the app icon, then touch 

Do one of the following:

To free up space by removing temporary files, touch Storage > Clear cache. Over time, the cache builds up again, so repeat if a problem occurs.

If problems still occur, then delete all data saved in the app by touching  Storage > Clear storage. Be careful - there’s no way to undo this. 

Safe mode
Issues such as apps crashing, unexpected reboots, or dropped calls could be caused by a third-party app. Use safe mode to start your phone with only the original software and apps. If the issues go away in safe mode, the problem is probably from a third-party app you downloaded.

To reboot in safe mode:
1. Press & hold the Power button.
2. Touch & hold Power off. Then touch OK to restart in safe mode.
When it restarts, you'll see Safe mode across the bottom of the home screen and widgets will be disabled.
3. Use your phone and see if the problem has gone away. Remember, you won’t be able to use any downloaded apps.

If the problem goes away:
1. To exit safe mode, restart your phone.
2. One by one, uninstall recently downloaded apps. After each removal, restart your phone. See whether removing that app solved the problem.
3. Once you delete the problematic app, you can restore the other apps you removed during testing.

Before performing the last two troubleshooting steps, we advise that you back up your phone's data. Please see the guide below.

Back up files
Here is the link on how to back up your files:
https://motorola-global-portal.custhelp.com/app/utils/guided_assistant/g_id/2683

Backup Contacts
1. Tap on Settings
2. Tap on Users & Accounts
3. Tap on Google (If you have registered a Gmail account on your phone)
4. Tap on Account sync
5. Please make sure that contacts in enabled
6. Tap on the 3 dots located in the upper right corner
7. Tap on Sync Now

Rescue and Smart Assistant
Link: https://www.motorola.com/us/rescue-and-smart-assistant/p
Instructional Video link: https://www.youtube.com/watch?v=OcuyyPMKX40
Rescue and Smart Assistant will allow you to reflash the software on your device.

Follow the steps below to proceed:

What You Need to update:
* USB or USB-C cable
* Rescue and Smart Assistant installed on your PC
* 2 GB of available disk memory
* Broadband Internet connection

To reinstall the device firmware:

1. If your device powers on, back it up before reinstalling the device firmware.
2. If you have an RSA account, log into RSA.
3. Click Rescue tab.
4. Do one of the following:
>> Enable USB debugging on your device, then use a USB cable to connect your device with your computer. Wait for RSA to find the software for your device.
>> If USB debugging cannot be enabled, enable fastboot flash mode. Turn your device off, then press and hold the power and volume down keys until the device starts in fastboot flash mode, then use a USB cable to connect your device with your computer. Wait for RSA to find the software for your device.
>> If neither USB debugging nor fastboot flash mode can be enabled, on the Power-off Mode tab, click OK. If your device is registered with your RSA account, select it from the list of registered devices. Otherwise, select your device type (Lenovo phone, Lenovo tablet, or Motorola phone), then select the properties of your device. Be careful to select the correct properties for your device to ensure that the correct firmware is installed. If you’re not sure, check your device’s packaging, order receipt, or other information provided with your device.
5. When the software is found, click Download Image to download it to your download location, which may take several minutes.
6. After downloading the software, click Rescue Now to install the software. The installation takes a few minutes to complete and may pause during the process. Keep the USB cable connected during the installation.
7. Remove downloaded software from your computer if no longer needed.

Lastly, you may perform a factory data reset. Please note that everything will be deleted after the reset including photos, videos, apps, messages, contacts, and other data. We advised that you back up all data before doing a reset.

Factory Data Reset
Factory Data Reset is a tool used to remove everything that was imported, added, or installed on the device. Keep in mind, that when using this feature everything is deleted.
Note: We advised that you back up all the files including contacts before performing the reset.

To reset the device:
1. Touch Settings
2. Scroll down and touch System
3. Touch Reset
4. Touch Factory Data Reset
5. Touch Reset Phone

Should you need further assistance, feel free to contact us, and we'll be more than happy to assist you.

Thank you for choosing Motorola, and it is an honor to serve you. Have a great day.

Warm regards,
Motorola Customer Support
John

[robo70]

Thanks for the update.  I still think it's an issue with the kayo app.  Phone and Chromecast work fine with other apps

[Kimy]

Hello there,

Thanks for the details. It may not be the actual phone unit, but this happening on three different Motorola units is quite odd. The phones are working as they should be, but something from the Kayo app triggers the Motorola phones to act that way. It would help more if you could explain it further when you reach out to Kayo Support. Keep us posted.

Warmly,

Kimy

[QuirkyRhyme]

Hey guys, I get it on blackview phone as well so not just Motorola.

[robo70]

I have sent video of phone flickering and screenshot of screen of death.  Kayo will get back to me within 5 days

[hotop3000]

Thanks for this QR, more useful info. I am still waiting for kayo to get back to me within 5 days..... Will start hounding them soon.

[Cloister]

I'm having same issue since update from a few weeks ago, Oppo Reno Z/Android 11.

Went to use Kayo today and updated app but still not fixed.

[hotop3000]

Had another online chat with kayo today and they are aware of the issue and apparently working to fix it. cheers

[Kimy]

Hi everyone,

We appreciate the details that you all shared here. As described, it seems that this is not just limited to Motorola devices, as other users with different devices are experiencing the same. @hotop3000, thanks for keeping us posted. It’s a relief to know that they finally acknowledge the issue and are working on it. Hopefully, this gets resolved soon. Keep us posted.

Thanks,

Kimy

[robo70]

Latest reply fro Kayo attached

Latest update didn't work

I have reviewed your Kayo case. We have had an update from our team that an update to the Kayo app has been deployed to resolve the streaming issue to the Chromecast. Could you please reply to this email to confirm if it has been resolved on your end?

Cheers,
Max

Your Support Crew

[hotop3000]

Thanks. Update hasn't worked for me either.....

[robo70]

Unacceptable response from Kayo

Thanks for the additional information. What you are describing seems to be the operating system is no longer able to accept system wide updates which would also affect the ability for Kayo to update. The Kayo app has higher requirements because it has to stream live content. The Chromecast also requires upgraded software from the phone to communicate with the tv effectively.

At this stage, I do not have a work round for the Android device. I would recommend using a device that can take ongoing software upgrades that would be compatible with the Chromecast device and the Kayo app.

Cheers,
Max

Your Support Crew

[robo70]

My reply

Kayo,

This is a cop out and unacceptable. The app and chromecast have worked fine for the last 4 years. It was after a kayo app update about a month ago that the problem arose. I am able to run other apps through the chromecast without any issues. Kayo needs Android 8 and higher. I have android 11.
Please continue to investigate and escalate. Other people on other phones have been having issues also and it all started in the last month.
Thank you and awaiting a satisfactory response.

[QuirkyRhyme]

Cheers for continuing to follow up robo, odd response from kayo. I figured I'd try after the recent update like you guys have and same for me, the recent kayo update hasn't fixed anything.

[Rockrock118]

Issue persists with my oppo a91, Android 11 too. Loggin a ticket now

Does anyone also have issue with streaming stuttering when viewing kayo on the phone, even with full bandwidth?

[robo70]

It is the phone that stutters/flickers and turns off as it connects to Chromecast.  Works fine on the tv but you lose control of kayo over your phone 

[robo70]

Latest response from Kayo.

I think they want me to do a factory reset on the phone.

Is anyone willing to reset their phone and give it a go?

I can understand that the device may have been working for 4 years, I am specifically referring to the Android device in recovery mode. A software update for an application should not result in a device rebooting and going into recovery mode.

We can support the app and ensure it's updates are in line with OS and iOS developer requirements for optimized functionality.

Are you able to bring the Android to its start up function and set up as a new device? If so, please reply with a video of what occurs when it is functioning and I will update the work item with our team.

[hotop3000]

thanks for this. to me it isnt clear what they are asking of you - and i struggle to see why factory resetting my phone would work... hence i have little appetite to do that...

[Kimy]

Hello everyone,

I’m sorry to hear that this bug recognized by Kayo is still not resolved. And yes, we already confirmed that this happens on different casting sources and is not limited only to a number of devices. It would help if all affected users pushed through with reporting this to Kayo so they could understand the level of its severity. Keep us posted if you have any new information.

Regards,

Kimy

[robo70]

Latest update.  No luck

Thanks for the additional information. At this stage, we don't have a 'Known issue' specifically with Motorola or Oppo devices. The issue we were aware of was the casting to a Chromecast on Kayo Sports. I am going to raise a work item with the Engineers to look further into this, apologies but I don't have further trouble shooting or a fix right now, but it sounds like it is more complex than just reinstalling the app (which is not proving to be successful anyway).

I will be in touch as soon as I have further updates or a fix for the issue.

[Kimy]

Hi robo70,

Thanks for the reply. We appreciate your efforts in reporting this to Kayo. Intervention from the engineering team is probably the best approach in order to identify what’s wrong with the Kayo app’s casting functions. Let us know of any progress.

Best,

Kimy

[MrSundowner]

My Kayo app on chromecast isn’t working properly anymore either.

The app loads, but when I try to use a stream it just buffers indefinitely. When I try to cast, I get a Dash_manifest_unknown error, nothing works

[robo70]

Different issue.  Out of curiosity, is your phone a Motorola or Oppo?

[MrSundowner]

Neither, iPhone 15

[Bluechilli]

Me too just rolling ball every other app works.

[hotop3000]

Sorry, a different issue to what we have been experiencing. No resolution for us and kayo uninterested... Good luck to you though!