Screen turns black

[Glfn25]

Hi

Whenever I cast a video from a supporting app it plays for about five minutes on the streamer then the screen goes black. Only way to get picture back is to press the menu button and start casting again but when I do that after five minutes the same thing happens again and again. Can't work out why it's happening. I'm casting from a Pixel 10 Pro XL running the latest Android and the latest version of the supported apps

[virnab · Accepted solution]

Hi Glfn25,

Thanks for reaching out to our community.

I see that you're experiencing a situation where any video you cast from a supported app plays fine for about five minutes and the screen turns black. This forces you to restart the cast, only to have the screen cut out again shortly after. I appreciate you letting me know that this occurs while casting from your Pixel 10 Pro XL running the latest software. I'm happy to look into this for you.

Before I start further troubleshooting, I need a few details. Could you please answer the following questions?

• When did the issue first start?

• What model of streaming device do you have? You can use this Google Help Center article to help identify your device: Chromecast and Google TV Streamer specifications.
• What's the streaming device firmware version? You can use this Google Help Center article as a reference: Find your device’s firmware version.
• Do you have the latest version of the Google Home app? If not, you can find helpful instructions in this Google Nest Help Center article: Update the Google Home app.
• What is the make and model of your TV?
• How far is the streaming device from your router?
• How far is your Pixel 10 Pro XL from the TV when you try to cast?
• Is your internet connection stable, and have there been any changes to your router settings recently?
• Would you kindly confirm whether your streaming device and your Pixel 10 Pro XL are linked to a 2.4 GHz or a 5 GHz WiFi network?

Please keep me posted.

Best regards,

Virna

[Glfn25]

Thanks for getting back to me 

The issue started when I bought my Google streamer the other week I have the Google TV 4K streamer running firmware UTTK.250729.004 and casting firmware is 3.72.446070

I have the latest version of Google home

My TV is a Hisense 50 Inch 50A63HTUK my TV and streaming device are upstairs above my router which is in the living room below me and my pixel 10 is a couple meters from the TV. Internet connection is all good isn't new and I'm using the 5GHz network on phone and streamer.

Thanks