So is google TV with Chromecast 4k just fundamentally broken?

[standardman]

Hi. I’ve made two threads about this. 

One for some support until an update didn’t fix it then replies stopped. The other got no google attention. 

Frames drop on your device when streaming media. The device exists for streaming media. We’re getting no updates on fixing something that should be a priority issue. 

Should we be returning these?

[code_]

Hiya!

I'm so sorry to hear that you're experiencing the issue!

Ideally its best to stream the show directly off your device on the Chromecast instead of casting for a better experience. But doing casting before, I never had the issues especially from casting with apps such as YouTube, Netflix and many more. A potential issue for the frame drop is due to the connection itself. If a weak signal is found it can interfere with playback and there can be a delay a little when casting from your mobile phone to your TV and controlling, it from your phone. But if it isn't connection issue, it could be due to the refresh rate of your TV. Please ensure you have set the refresh rate on your TV to ideally 60Hz or higher depending on what is supported. You can do this through your TV settings yourself or directly in the Chromecast settings itself. I have linked a guide here how to do this: Display Settings Chromecast or to change it on your TV please refer to your TV manufacturer on how to do it on your model of tv which your Chromecast is connected to.

I hope this helps!

[standardman]

Hi, we’ve been through the troubleshooting in the other threads, it’s a google problem. 

This is whether or not we use the built in apps (which I tend to) or cast from another device. Connection is 80/20, low latency and other devices like the tv itself and the ps5 have no such issues. It’s the device. 

[code_]

Ahh I see! That makes sense! 

I don't know if it's worth getting a replacement chrome cast device to see if the issue resolves? 

Hopefully google does address the issue and finds a fix. It definitely seems to be a widespread issue.

[standardman]

Is there a process for getting a replacement?

[code_]

Your best bet is to contact Google support directly. If you believe the Chromecast is faulty. If the device is still in warranty Google should be able to issue a replacement device if still in warranty, free of charge. But if they do say to contact where you brought it from (for example Amazon) then do contact them about the faulty product, hopefully you can get another replacement and hopefully that fixes the issues your experiencing. But again first see if you can get a replacement from Google support by contacting them directly, if you need I can help provide a link to the support contact page for them, there is a live chat option so they should respond pretty quick, but also they may know some more fixes.

I hope this helps!

[standardman]

Yeah if you have the link that would be great, thanks 

[code_]

Contact Google Support Advisor (this is the website to start a live start with an advisor)

Also, you can check if the device is warranty using the following link: Warranty Checker 

Also, you can book the device in for repair if needed: Google - Repair the device (I believe this link is only for repairing pixel phones, tablets, pixel watch)

I recommend using the warranty checker first as that's for the google nest products which Chromecast covers!

Just follow the on-screen instructions to navigate through! Let me know how you get on!

Just make sure you have the device serial number when checking the warranty when asked for it if you don't have the packaging box anymore to find it you can find the serial number in your Chromecast settings.

[standardman]

Very helpful, thanks 

[code_]

No worries! Let me know what the outcome when you get the response from them

[standardman]

Sent them a form, no response. 

[maedacortez]

Hi standardman,

Happy to help! I noticed you're looking for information about replacements. To check your eligibility and get started, you can fill out our contact form here please visit contact us form.

Let me know if you have any other questions.

Regards,

Manuel

[standardman]

Sent them a form, no response.  It’s been weeks 

[maedacortez]

Hi standardman,

On the contact us form I sent you, once you've completed the information, you can easily select the "call us" option to speak with a member of our team who will be happy to assist you with your inconvenience. 

Regards,

Manuel

[standardman]

Yeah that form broke so they told me to fill in another one and then no-one bothered to contact me 

[maedacortez]

Hi standardman,

I apologize if you're having trouble contacting us by phone. The form I sent you is indeed the best way to reach our team by phone. Could you please try filling out the form again?

Regards,

Manuel

[standardman]

Sent again 

[maedacortez]

Hi standardman,

Absolutely! you can find us  contact us form here.

Regards,

Manuel