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

[virnab]

Hi Glfn25,

Thank you for your timely response and the comprehensive information you've provided. Based on this information, I recommend that you try the following instructions to improve your Google TV Streamer 4K performance:

Reboot the Streamer

1. Unplug it from the power source, the HDMI port, and the Ethernet cable.
2. Wait 1 to 2 minutes and plug it back in.
3. Check if the issue is resolved. If not, continue to the next step.

Clear Cache

1. On your smartphone, go to "Settings," then tap "Device."
2. Select "Apps," then tap "All."
3. Scroll down and tap "Google Play Movies."
4. Tap "Clear data," then tap "OK."
5. Tap "Clear cache."

Reboot your Pixel 10 Pro XL

• Turn the device off, wait one minute, and turn it back on.

Reboot your Router

1. Unplug the Wi-Fi router from the outlet and leave it unplugged for 2 minutes.
2. Crucially: Check if the router's LED lights are off while it's unplugged. If your router has a backup battery, you may need to disconnect the battery pack to ensure a complete power cycle.
3. Once all router LED lights are back on and the network name appears in the list of available Wi-Fi networks on your Pixel 10 Pro XL, verify that the streaming device can connect.
4. Check if the issue is resolved. If it persists, go to the next step.

Disconnect from the Streaming Device (Stop Mirroring)

1. Open the Google Home app.
2. Tap "Favorites" or "Devices."
3. Select your Google TV Streamer 4K.
4. Tap "Stop mirroring" (or Stop casting).
5. Try streaming again and check if the issue is resolved. If not, continue to the next step.

Network & Power Check

• On your Pixel 10 Pro XL, toggle the Wi-Fi off, then back on. Ensure the phone reconnects to the same Wi-Fi network as the streamer.
• Check if your smartphone's Power Saving Mode is enabled. If it is, disable it by following these steps:
1. Go to your smartphone "Settings."
2. Select "Battery."
3. Tap "Battery Saver" and toggle the switch off.

Please let me know how it goes.

Best regards,

Virna