Remote not working properly

[Jimbo2031]

Hi. The remote on my brand new chromecast doesn't seem to connect properly. It only registers about 20% of the button presses and often sends the cursor flying around the screen randomly. It's so bad it's just taken me ten minutes to input my WiFi code, which is only 8 characters long.

Also the audio is making a popping, crackling sound, I can't connect a Bluetooth controller successfully and the visuals look off somehow, like it's an hdr source but it's only being displayed in sdr.

This is my second unit, support told me to return the first one which I did today but somehow the new one is even worse. Therefore it must be environmental. Anything I can do to try and remedy this before I put it in a drawer and forget it exists? 

[Jeran]

Hey there Jimbo2031,

I apologize for the late response, and thank you for being patient! Were you able to fix those Chromecast issues? If not, I'd be happy to help you figure this out. Here are some additional things you can try:

• Check for electromagnetic interference. If there are any strong sources of electromagnetic interference near your Chromecast, such as a microwave or a Wi-Fi router, try moving them away.
• Try using a different USB-C cable. If the USB-C cable that you are using is damaged or faulty, it could be causing problems with the connection between your Chromecast and your TV.
• Try using a different TV. If you have another TV that you can use, try connecting your Chromecast to that TV to see if the problem persists.

For the remote, try changing the settings from HDMI-CEC to IR to see if there is any difference. Here is where those settings are:

1. On your TV, open the Google Home app.
2. At the top right, select your profile photo > Settings .
3. Select Remotes & Accessories Set up remote buttons.
4. Under "Chromecast remote," select the remote you want to change settings for.

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

Best regards,
Jeran

[Jimbo2031]

Hi, 

I sent the chromecast back. I tried a replacement but it had the same issues, so it must be software related. Just for your info, the hdmi cable is attached to the chromecast, so I'm not sure how I'd try a different one. 

Really disappointed with Google on this.

[Jeran]

Hello Jimbo2031,

Ah, I am sorry about that! I meant to try a different USB-C cable, but somehow I got mixed up with an HDMI cable. Just out of curiosity, what model of TV was the Chromecast having issues with? Also, did you try using the virtual remote on the Google Home app to see if that works any differently?

I look forward to hearing from you again.

Best regards,
Jeran

[Muddi]

Hi Jimbo2031,

How was your device? Let us know if you still need help, and we're glad to further assist you.

Cheers,

Muddi

[Jimbo2031]

Thanks for the reply, but I returned it for a refund. They shouldn't behave like that out of the box, it's really bad for a new customer to experience. I see online a lot of people having similar issues. I hope they get fixed before it damages Googles reputation. 

[Muddi]

Hey Jimbo2031,

We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

I'll consider this thread complete, and lock the thread after 24 hours. If you have any updates or just a discussion topic, feel free to start a new thread in the community.

Cheers,

Muddi