Not casting image in Chromecast

[Josugp]

Hi. My issue is: 

I'm watching an episode in any app (e.g. Max), and in the phone it plays nice. 

But when I cast it into Chromecast (from the Home application, for example), it displays on the tv only the audio and subtitles, but nothing of the image. 

It's a 2nd gen Chromecast that has worked fine until now. I'm not in a different home, different TV (LG) and new wifi. I've tried fabric resets. What else can I do? 

Thanks!

[nerys]

Hi Josugp,

Thanks for posting in the community! 

I'm so sorry to hear that you are encountering a black screen when trying to cast from your Chromecast. No worries; I'm here to help! Just to get started, I have a couple of questions that will help me understand this situation better.

• How far is the Chromecast from the router?
• How far are you from the TV when you try to cast?
• Has there been any change to the router settings?
• Are the devices (your phone, your Chromecast, and your TV) connected to the same network?
• Have you checked that the Chromecast's firmware and your phone's firmware are up-to-date?

In the meantime, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further.

Best regards,

Nery.

[Josugp]

Thank you! My answers: 

* The Chromecast and the router are just at 4 meters, without any wall between them, in the same room

* I'm at 2 meters, in front of the TV 

* The router is just installed. But it's a new router, I never tried it before

* All the devices are connected to the same wifi, what works great in all the rest of contexts

* I'll review the firmware and come back to you, thank you!!

[nerys]

Hi Josugp,

Thanks for your response and for this useful information! 

I see that the distance between the Chromecast, the router, and the casting device is fine. Also. You said you performed a factory reset on the device; can you please provide me with a brief summary of how you performed it? In the meantime, let's try something else together! 

• Try rebooting your router and the casting device.
• Check if the casting device has "power saving mode". If it does, turn it off.

Please keep me posted about everything you do and about the firmware versions of both devices. If you have more questions for me, feel free to reply to this post. I'll be happy to assist further!

Best regards,

Nery.

[AP1975]

Hi I am having a similar issue. I am only getting sound, no image, no subtitle. I have an Orbi device in the same room as the TV and I am casting from an iPad 7th gen from directly in front of the TV. 

[jenniffert]

Hi @AP1975,

Thanks for reaching out to the community! I’m sorry to hear that your Chromecast isn't displaying images when casting. I'm here to help!

To better assist you, I’d like to ask the following questions:

• What is the model of your Chromecast device?
• How far is the Chromecast from the router?
• How far are you from the TV when you try to cast?
• Are you experiencing this issue with a specific app, or does it happen with all casting attempts?
• Have there been any changes to your router settings?
• Are your devices connected to the same network?

For now, I’d suggest the following steps:

• Make sure you have the latest version of the Google Home app and the mobile software version.
•  
• Reboot your router device and update your router's firmware, if needed. Sometimes routers have bugs, and there are firmware fixes to address them. Make sure your router is running the most updated software.
• Try rebooting your Chromecast. For instructions, refer to the next article: Reboot your Chromecast device.

Let me know how it goes.

Best regards,

Jenniffer