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The device turns off while watching Youtube.

DoUKnowMe
Community Member

4 weeks ago

I am using a Samsung TV.

While watching a YouTube video, the device turns off with an error message saying 'this video format is not supported'. The only solution to this problem is to reconnect the USB power cable, but the same problem occurs again.

I was using Chromecast with Google TV without any problems, but I am having problems with YouTube with the Google TV Streamer (4K) product.

 

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2 REPLIES 2

DoUKnowMe
Community Member

4 weeks ago

I tried a factory reset on my Google TV Streamer 4K, but the symptoms were the same.

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virnab
Community Specialist
Community Specialist

3 weeks ago - last edited 3 weeks ago

Hi DoUKnowMe,

 

Thanks for reaching out to the Google Nest community.

I can see that your Google TV Streamer (4K) keeps turning off with an error message saying "this video format is not supported” when you are watching a YouTube video. I understand how puzzling this can be, especially since you had a smooth experience with your previous Chromecast with Google TV. I appreciate the troubleshooting steps you have tried to resolve the inconvenience. No worries, help is here.

Before I start further troubleshooting, I would like to ask you a few questions that will help me find out what is causing the problem:

  • Were YouTube videos working fine on your streamer before?
  • When did the problem start?
  • What is the make and model of your TV set?
  • Could you let me know if you're using the power adapter that came with the streamer and if it is plugged into a wall outlet?
  • Does this issue happen with every video you play on YouTube, or only certain ones?
  • Are you having this inconvenience only with the YouTube app or with more apps?
  • Is your streamer firmware up to date? You can use this Google Help Center article as a reference: Updates to your Chromecast or Google TV Streamer.
  • Have you already tried adjusting the resolution settings on your streamer? You can learn more about how to do this in our Google Help Center article: Display settings for Chromecast with Google TV and Google TV Streamer
  • Could you please perform an internet speed test while you are streaming a YouTube video with your streamer and let me know the results.?

Please keep me posted.

 

Best regards,

Virna

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