Unable to add device to setup remote buttons

[snowcrash]

I have a new TV, but I'm unable to add the TV device for the setup of the Remote buttons, so I can't control the TV's volume with the Chromecast remote.

The old TV was Sony. The new TV is LG. After setting up the TV, and hooking up the Google TV device, I wanted to setup the Google TV remote.

I removed (deleted) the old Sony TV device from the remote button setup, and attempted to add a new device.

When prompted to select a TV, Soundbar or AV Receiver, I select TV, and it does nothing. It just exits back to the "Setup remote buttons" screen. It's like the app that configured the TV is crashing, and just exiting back to the Google TV remote settings.

I've tried restarting, and power cycling the Google TV device.. same behavior.

All Google TV software is up to date.

Any ideas?

[MD13]

Having the exact same problem! Following…

[Aminougly]

Exact same problem. I've been keeping an eye on another thread that is a bit further along where the original raiser has filled in a form for investigation - https://www.googlenestcommunity.com/t5/Chromecast/No-longer-able-to-add-devices-to-Chomecast-Remote-...

[snowcrash]

Looks similar, but not exactly the same. That thread seems to imply there's a "Something went wrong" message. I see no such message, it appears to just silently crash

[Doejoe]

Also having same issue, also have tried the troubleshooting suggested, clearing the cache and data for the infra red app, updated to the latest firmware on both the remote and chromecast unit and no joy. 

And on top of that, the auto cec option also not working to control the tv, where in the past it was working. 

Looks like it's been an ongoing issue from last year and still haven't been able to be fixed by google. 

[factoryreset · Accepted solution]

A factory reset fixed the issue for me 🙂 

https://www.googlenestcommunity.com/t5/Chromecast/set-up-remote-buttons-something-went-wrong/m-p/431...

[snowcrash]

Same here, although it's massively annoying to have to factory reset just to get a volume button to work

[Kamrona]

Same issue. New out of box. Have been advised by Google support that it's an issue with the device and to return it. So glad the remote was the last thing I setup....

[snowcrash]

Situations may vary, but I'm not convinced it's always a hardware issue (sounds like it was in your case). My circumstance was resolved with a factory reset, which won't have resolved a hardware issue. Either way.. I too had to go through the whole setup process again. TBH my biggest gripe is not with Google, but those app developers who don't implement any sort of "sign in with your phone" facility (F1 TV, I'm looking at you) so you have to fumble through entering a "strong" password using the remote 😐

[ovidioj]

Hi @snowcrash,

Thank you for posting in the Community.  

First I would like to thank @factoryreset for helping by sending the link to factory reset the voice remote to the following members @snowcrash, @Aminougly, @Doejoe that was very helpful and you all have done an excellent job troubleshooting the Chromecast voice remote on your own. 

I also know how important the F1 is for you, I can suggest you to submit feedback about what you consider to improve on the app. 

Regards, 

Jorge.   

[Stefan1200]

Had the same problem with my new Chromecast (with Google TV) device, all firmware updates installed (including for the remote). Only a factory reset was helping. Because of multiple problems while the first setup after the factory reset (got stuck after pairing the remote, lost connection to the Google Home App, etc.), it took more than an hour to get everything working again. Fix this, Google!

[Stefan1200]

In addition: I bought a second new Chromecast with Google TV, connected it to a different TV (even a different TV brand) and updated it to the current firmware. It had the same problem, even cleaning the cache of the remote service was not helping. Again I had to do a factory reset, then I was able to setup the buttons of the remote.

[Ohbenj]

Same issue with a new LG TV. I tried factory resetting the Chromecast and then it would no longer connect to WIFI during setup. So I replaced it with a new Chromecast, and the new one will not program to the TV either. I did not want to connect the TV to the internet, but I did to update the TV to see if that would help, it did not. The Chromecast and remote have all been updated. It is very annoying factory resetting the device, that means signing into all of your apps again... which sucks. If factory resetting is going to be the go to response for all issues, they need to make it a thing that Google Home saves your app logins and sets them up during the setup.  

[JerryDz]

I am having the identical problem with the new one, about a week ago, it arrived. So I was sent a replacement the next day and it acts the same. That's why I'm here, looking for a solution. Nothing works, so far? 

[snowcrash]

Did you update the chromecast device? I have no idea if that will help, but it's just an idea. If the chromecast is up to date, then the only other possible reason I can think of is that it somehow doesn't support the TV you are connected to (although that also doesn't seem to make a lot of sense). 

My course of action would be:

1. Make sure the chromecast is up to date (all software updates), try again

2. If that doesn't work, factory reset and try again (no reason this should work, other than force-clearing any cache or stored state)
3. If that doesn't work, then I'm all outta ideas. The only other thing would be to see if, for some reason, your TV is known to not be supported. 

There is a very slim chance you somehow managed to get two faulty devices in a row, but I really think that's unlikely

[Vinc1]

I've h ad the same problem. I solved it by doing a factory reset on the TV

[TTHFlett]

I'm having the same issue since the firmware updated to 26.6.

If you factory reset the remote only, the custom button setup works temporarily until the remote automatically updates the firmware back to 26.6. There is no way to stop the remote from auto updating it's firmware. Google need to fix this.

[tindolt]

Mine started when I hooked up an LG tv (it did have a bad main board) and when I went back to the Hisense my volume controls were mucky. Trying an update right now but if that doesn't work I'll have to factory reset.