google assistant incompatibility with google streamer and google home mini

[ghij1984]

Hi, I just upgraded 2 of my 1st gen chromecasts to the Google streamers as the former wouldn't be supported by disneyplus anymore. Everything works really well and super fast with the new streamers except for one big issue: voice commands with my google assistant (via google home mini) no longer casts netflix or even youtube on the TVs with the Google streamers. It works for youtube music and it will sort of work for Disneyplus, by loading on the screen before erroring out. 

When I use the microphone on the google TV remote, all apps work flawlessly with voice command on both TVs using google streamer. So I think the issue is with the voice command incompatibility with Google TV and Google Home Mini's google assistant.

anyone else encounter this issue and a possible solution? I've tried as much as I can think of. Thanks.

[virnab]

Hi ghij1984,

Thank you for contacting our Community.

I'm sorry to hear that voice commands using your Google Home Mini no longer cast Netflix or YouTube to your TVs with the Google Streamer. Thank you for sharing additional information, such as the successful casting of YouTube Music and the partial functionality with Disney+.

Could you please describe the specific error message you receive when attempting to cast Netflix or YouTube? 

Which is the voice command that you use to play Netflix or YouTube on the TVs with the Google Streamer?

Are you experiencing issues with other voice commands, or is this problem limited to your Google TV Streamer?

Thanks for your kind attention. I will be looking forward to your answer.

Best regards,

Virna

[ghij1984]

Hi Virna,

Could you please describe the specific error message you receive when attempting to cast Netflix or YouTube? 

• Google assistant on the home mini just says "netflix is not supported on android TV yet". I can't recall what it says for youtube, but it just won't load on the TV. 

Which is the voice command that you use to play Netflix or YouTube on the TVs with the Google Streamer?

• The voice command that I use with my google home mini, to cast on the TV with the google streamer, is something like, "hey google, play Garfield, from netflix, on Family Room TV".  Google assistant then responds with, "okay, playing garfield on Family Room TV", followed with, "sorry, netflix is not set up with android tv yet, please try again later". 

Are you experiencing issues with other voice commands, or is this problem limited to your Google TV Streamer?

• Only with the google streamers on both TVs that use them.  I can turn the TVs on and off, i just can't tell google assistant to play youtube or netflix on it. Disneyplus, it'll load up but then give an error, "something went wrong. please try again. if you continue to have issues, please visit out help center at help.disneyplus.com". I do get this issue on other chromecasts too with disneyplus, so not sure if it's an assistant issue or what. I can play disneyplus no problem when I use voice command on the google tv remote. 

[catheryn]

Hi @ghij1984, 

Thanks for your reply and the additional information. 

Here are some steps you can check to make your device work as expected: 

First of all we need to make sure that your streaming apps are connected to your Google Account. 

• Make sure the customer's mobile device is connected to the same Wi-Fi or linked to the same account as the speaker or display.
• Open the Google Home app .
• Tap account (the customer’s initial or their profile picture).
• Verify the Google Account on screen is the one linked to the speaker or display. To switch accounts, tap the down arrow icon > choose another account or Add another account.
• Tap to close the Account window.
• Tap Settings > Add  > Service > Video.
• Choose a video streaming service, then tap Link > Link account. 

If they are connected, try to unlink them and re-add them.

Please let me know how it goes.

Thank you, 

Catheryn 

[ghij1984]

Hi Catheryn,

I did all of these steps. It did not help, unfortunately. All accounts are on the same wifi. I can even use google assistant to stop playing netflix when it's already playing. I just can't get it to play anything. Same for youtube. 

[catheryn]

Hello @ghij1984! 

Thanks for your reply and the additional information. I apologize those steps didn't work, but no worries.  

Here are some steps you can also try: 

• Make sure that the microphone is turned on.
  • On the back of your device, make sure that the switch for the microphone is turned on. The switch is often orange or red when the microphone is turned off.
• Open the Google Assistant app and manually click on the speaker icon and give it a command.
• Confirm that the Chromecast is set up and the customer is able to cast from a supported app.
• Rename the Chromecast device and try again.

Keep me updated to find a solution for this one. 

Thank you, 

Catheryn.

[ghij1984]

yes, the microphone is turned on. It can control the TV no problem. It can even stop the device. Your steps did not work for me. 

[catheryn]

Hello @ghij1984, 

Thanks for your response. 

I'm sorry to hear that the issue with your device is still happening. To help us troubleshoot further, we need some extra information. 

I'm sending you this form where you can provide all the necessary details, and also please fill out all the information required. 

Make sure you leave your Community Thread and Community Username.

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Thanks in advance,

Catheryn 

[catheryn]

Hello @ghij1984!

We haven't seen your form submission come through. This is a secure form where you can provide all the necessary details. 

Please fill out all the information required and we will assist you further. 

Let us know if you're running into trouble or still need our help. 

Thanks, 

Catheryn. 

[ghij1984]

I've filled out the form. 

[catheryn]

Hi @ghij1984! 

Thanks for letting me know; I can confirm your submission. 

You will be contacted as soon as one of our technical support members is available.

Regards, 

Catheryn.