Mirroring of screen doesn't work

[filipsnew]

Hello. This is the second time I ask for support. Before they told me it was a bug affecting Chromecast 2nd generation. My problem is different:

1) Chromecast connects properly to my device via the Hone app, it loses connection only when I try to mirror my smartphone screen

2) As I've said my Chromecast is 3rd generation, not 2nd

• Can you help me?

[DeboraJ]

Hi @filipsnew, 

Thank you for reaching out to the community! I understand you're having trouble using the screen mirroring feature on your Chromecast 3rd Gen. I know how frustrating this can be, and I'd like to help find the best solution for you.

To start, I have a few questions to better understand your situation:

• When did this issue begin?
• Are you receiving any error messages when you try to mirror your screen?
• What are you trying to cast from your phone? Is it a website or entertainment apps like Disney Plus, Paramount+, etc.?
• Is this the first time you've experienced this issue?

I'll be happy to help once I have this information.

Best regards,

Debora

[filipsnew]

Dear Deborah, 

I didn't notice your answer, sorry.

In the meantime I've tried via Nest chat support. That didn't get any solution. 

• The issue happened after a Play Services update on March 3rd;
• This is the first time in several years
• No errors messages when I try to mirroring my phone screen, but you only lose the connection so mirroring doesn't work (this the problem), then, after a while, the connection is restored)

With your colleague I've tried:

1) To reset the device (Chromecast) then try the mirroring again

2) Tried with another phone (resetting again C.) and changing Google account 

Thanks for the help 

[filipsnew]

Are you still around? The problem occurs only when I try to mirroring the screen (= to get the phone screen in real time on that of the TV); instead it works when casting apps, browser videos etc' 

[DeboraJ]

Hi @filipsnew

Thank you for the information provided! I really appreciate it, and I also appreciate your efforts throughout this process. I have one more question:

• Are you using an Android or iOS device?

If you're using an iOS device, could you please try casting with an Android device and let me know the result?

Best regards,

Debora 

[filipsnew]

Hello. I use Android 7 on a P9. Never had problems till today. 

I have two P9 with different firmware, and the mirroring stopped in both.

Also on a Samsung A3 Oreo 

[DeboraJ]

Hi @filipsnew

Thank you for sharing those details! I really appreciate it. I have some troubleshooting steps we can try. Since you mentioned having three additional phones, let's use one to test whether the issue is with your Chromecast or your connection. To do this, please follow these steps:

• Select one of the additional phones and enable its mobile data.
• Perform a factory reset on your Chromecast device. If needed, please refer to our help center, "How to factory reset your Chromecast or Google TV Streamer," by clicking the highlighted text.
• Connect your Chromecast to the mobile hotspot on the phone you selected.
• Connect your usual casting phone to the same mobile hotspot.
• Try using the screen mirroring feature.

Please let me know if you notice any changes or if the transmission lasts longer using the mobile hotspot. I'll be waiting for your response!

Best regards,

Debora

[filipsnew]

Hello Debora.

Here again the same old story, there's no way to make it work: Directly, using just one device (as hotspot for Chromecast and the app Home installed on it); indirectly, using an external hotspot to which both Chromecast and device are connected.

I'm pretty sure the issue depends on Play Services update (Home works thanks to it). After the above mentioned March 3rd update, I got two new ones on March 28th and April 1st.

Can you tell me something about this aspect (other users noticed the same, the cause has been discovered etc.)?

[DeboraJ]

Hi @filipsnew

As you know, we haven't received any reports of issues with our updates or the app at this time. However, I understand that problems can sometimes persist even after following the recommended troubleshooting steps. To ensure our team is aware of your experience, I recommend submitting detailed feedback through the Google Home app. If you don’t know how to do it, here are the steps:

• Open the Google Home app Google Home app.
• In the upper-right corner, tap your Google Account profile picture or the first initial of your name.
• Tap Feedback, then tap the device type for which you want to provide feedback.
• Tap Get Started.
• In the field provided, enter the details of your feedback. Make sure not to include sensitive information.
• Tap Send.
• Highlight or hide info if needed. You can also remove the screenshot, or tap Attach a screenshot if you unintentionally removed it.
• Tap Continue.
• Select either Yes or No when prompted to receive email information or updates about your feedback.

We are always striving to provide the best possible experience and resolution for our customers and are actively working to identify the root cause of such situations.

Best regards,

Debora