Unable to add devices to Chomecast Remote (Chromecast with Google TV)

[thecfos]

Hi,

I've had a Chromecast with Google TV (4K) for only just over a year now. Initially it was fine, then over time the voice assistant function stopped working, then we started having issues with apps not loading/working properly. All advice I saw online suggested a factory reset, so I did that. Now we have a whole host of other problems.

It took a _long_ time to attempt to set up the device again. There were constant issues with it not accepting the Wifi connection, not logging into my google account etc. Eventually we got through that after >5 excruciating attempts. Now we're stuck with the problem that I cannot set up any of the buttons on the  Chomecast Remote. I got to `Settings > Remotes and accessories`, scroll to the Chromecast Remote accessory, then select `Set up remote buttons > Add device`. No matter which device category I try (TV, Soundbar, AV receiver), it hangs forever then fails. For example, when I try TV: it says "What's the brand of your TV?" with a spinning circle for ~30 seconds, then fails and says "Unable to reach Google servers", with the option to try again. No matter how many times I try again I have the same problem. Both the remote and the Chromecast are fully up to date, there are no network issues (all other devices work with no problems, and the Chromecast has no problems playing shows on e.g. Netflix). Edit: also, now the voice assistant has stopped working again (doesn't detect any spoken words).

The consequence is that now I'm stuck with a minimally functional remote, despite it working previously. Following Google's official advice of a factory reset has made things immeasurably worse. Do I have any options apart from trying to return the device to the retailer and getting a new one?

Appreciate any advice.

[thecfos]

Hi jhondika,
Thanks for the reply. A few thoughts:

Wifi connection: the wifi connection is fast and stable, and the router is within 1 m of the Chromecast. The problems shouldn't be related to the wifi, especially since we can stream shows using the Chromecast (just with much reduced remote functionality).

Remote buttons: we've done a few restarts of the TV itself and the Chromecast, both with and without removing it from all power sources for a minute then reconnecting. There are no firmware updates needed for the Chromecast or the remote itself. We set up the Chromecast manually (not using the Google Home app) because we were having so many connection issues using the app. When trying to set up the remote buttons, I'm doing it the way outlined in the OP (not in the Home app). There is no VPN or firewall enabled.

Voice assistant: the voice assistant is enabled in the settings, and the microphone is not obscured.

I can try one more factory reset tonight, but otherwise it seems like a warranty replacement might be the only option.

- Charles

[Alex_S]

Hi everyone,

Thanks for the help here, jhondika.

Charles, what’s the make and model of your TV? Have you also tried changing its battery?

Regards,
Alex

[thecfos]

Hi Alex,

The TV is a "JVC 55" UHD Smart TV", about 6 years old. Unsure of the exact model number at the moment, but I can check back in when I figure it out. Previously the remote was working perfectly with the TV, however.

Do you mean changing the battery of the remote? No, I haven't. I'll try it, but it seems unlikely to be the cause of the problems. The missing functions were working <10 mins before doing the factory reset with the same battery.

Overall. apart from the microphone playing up, there were zero issues prior to following Google's recommended advice of doing a factory reset.

Cheers,
Charles

It's only stopped working after following Google's advice to perform a factory reset.

[Alex_S]

Hi Charles,
 

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let us know once you're done.

Warmly,
Alex

[Kimy]

Hi there,

I'm just checking in to make sure that you saw our responses. Please let us know if you still need our help, as we would be happy to answer any questions you may have.

Regards,

Kimy