Google Nest Community

Gh1 · ‎12-30-2022

This issue just started for me. I saw an old thread talking about this. The trouble shooting does not fix the issue. Disconnected the power supply. Manual factory reset doesn’t work. It’s just frozen. Remote doesn’t work. I reset my Wi-Fi. I changed HDMI ports, still Not working. I have two of those on n my house and the other is fine. I’ve plugged into different TVs and everything nothing works same issue. Help!!! Even the reset button doesn’t work on the Chromecast

Juni · ‎04-10-2023

Hi folks,

I hope you all are doing well. Our team is aware of this behavior and is still looking into it. As we wait for an update, try the steps below and observe if it will make a difference. If the steps didn't work, please let us know.

Reboot your Wi-Fi router and plug in the Chromecast with Google TV on a different HDMI port of your TV.
Plugging it on a different TV screen if one is available, then reset it again.
Unplugging it for 24 hours might also help.

Regards,

Juni

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Juni · ‎04-27-2023

Hi folks,

I hope everyone is doing well. Just a quick follow-up, if you've tried the troubleshooting steps provided on the thread and are still encountering the problem, we encourage you to contact our support team for assistance. They're able to look further into this than we can on the community. Here is the link to reach them: Google Nest support team.

Thanks,

Juni

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musaraf · ‎12-30-2022

I am also experiencing the same issue. It has become useless now.

Gh1 · ‎12-31-2022

I contacted Google Support and they said they would escalate it to a supervisor yesterday which I knew was going to take forever. It seems like it’s completely bricked. Especially when the physical reset button does nothing when it’s pressed.

JenniferV · ‎01-03-2023

Hi folks,

I'm sorry to hear that you're having an issue with your Chromecast with Google TV (4K).

Gh1, could you please provide the existing case ID of your interaction from our support team so I can have it reviewed?

musaraf, could you please rundown the steps that you did and provide the cast firmware version and Android version of your device?

I'll look forward to your responses.

Best,

Jennifer

Gh1 · ‎01-04-2023

Existing number is 0-0402000033871

I just followed up with them and they said they can’t offer a replacement because I am out of Warranty. 🙄 I never asked for a replacement I asked for a solution. (Bad Customer service) my device is bricked after an auto-update. My device was operating perfectly until then. All these years I’ve been purchasing Google products and this is the response I get?

just fix the issue. My device has always been hooked to the Tv and now it’s dead. Please provide some actual help.

we had to watch New Year’s Eve celebrations on a phone because my Google TV failed me

JenniferV · ‎01-05-2023

Hi Gh1,

We hear you. I've forwarded this to our team — they're aware and looking into this issue.

Thanks,

Jennifer

Gh1 · ‎01-20-2023

I have received nothing from this team an also don’t have the issue resolved. I don’t know what to do at this point.

Jonssig7 · ‎04-04-2023

Same here. It suddenly happened while watching TV through my Chromecast with Google TV. I've tried everything like others here. Strange that the exact same problem is happening to so many people within a span of a few days🤔

Chromeuser98 · ‎05-16-2023

Same thing happened to me

musaraf · ‎01-03-2023

Hi Jennifer

I have raised a support case with case id 6-7161000033455 . I have given information like the device serial number, and photographs of the screen and performed troubleshooting steps with one of your colleagues, Alice.

But the problem was not resolved. She said that she is escalating this issue to her senior. I cannot give you the current firmware version as the device is completely bricked. I can only force it to "Amologic Burn" mode. But then there is no firmware image that we can burn using amologic burn tool. All I remember my device was perfectly working with Andorid TV 10. And the device got bricked while upgrading Android TV version from 10 to 12 automatically.

JenniferV · ‎01-03-2023

Hi musaraf,

Thanks for getting back to us and for providing your case ID. I checked it, and it shows that it just recently escalated to our support team. I'd suggest you wait for the email from the support representative who is handling your case for the update. Also, I'll continue monitoring your case so we can ensure that this will be taken care of.

Best,

Jennifer

eemacalinao · ‎02-25-2023

Hi JenniferV,

I also encountered the same problem yesterday and tried all possible solutions to no avail. My case ID is 9-0244000033717 I lodged earlier today. It's a newly purchased chromecast with google tv just a week ago and was able to use it only for 2 days when the problem happened. I hope your support team could respond immediately.

The unit serial no. is 17261HFDESE1YY, made in Thailand, 7/2021.

Thanks.

sk_cheek13 · ‎02-04-2023

Was there any update on this issue? Even I have the same problem after an auto update. My Case number is 0-0368000033576. No resolution so far and I'm stuck with a bricked chromecast.

DrDon · ‎02-05-2023

Add me to the list, as well. I hadn't used mine for a couple of months, though it was connected to power the entire time. I've disconnected, waited 24 hours, tried the reset button, different power supplies and different TVs. Never gets past the "G" logo.

Doc

sk_cheek13 · ‎02-05-2023

Looks like it has affected lot of users. @JenniferV any help or update on this?

FrozenG · ‎02-06-2023

Same issue, frozen on G logo.

Combo86 · ‎02-07-2023

Same issue here, happened somewhere in the last couple of days.

suegeaux · ‎02-13-2023

Add me to the list, as well. Mine was working fine last night, and then this morning, it was bricked when turning on the device. It does nothing but displays the G. I sent a message through the form that Jennifer suggested to another in a different thread.

Gh1 · ‎02-13-2023

yeah, seems they have stopped replying to help with this. What forum are you referring to? Jennifer hasnt suggested any additional thread and I'm the one who created this thread.

suegeaux · ‎02-14-2023

Sure, I searched stuck on G and found other threads in this community. She responded to them with fill out this form so we can look into it - here is one from early Jan - all of them were closed so you don't know if there was a solution outside of no solution. The form link is in her response. https://www.googlenestcommunity.com/t5/Chromecast/Chromecast-stuck-on-G-Logo/td-p/327719

DrDon · ‎02-14-2023

I've submitted that form twice, now, with no response. 😞

Doc

suegeaux · ‎02-14-2023

That is not promising 😞

Fakhar15 · ‎02-27-2023

Same issue from my device too.

Soft reset isn't working either from device button or remote button.

Google community should have to take this problem seriously.

This stuck "g" boot screen

can be resolved if we can access recovery mode of this device.

I have tried to get in recovery mode of the device but not getting exact button hold timing of device.

eemacalinao · ‎02-24-2023

I just experienced the same issue since yesterday. I've searched for solutions which led me to rhis thread. I've also sent my case issue thru another thread. Mine is newly purchased in Japan last week. Had it working for a few days then it happened. Hard reset does not work and I'm stuck with the logo. I hope they can do something about or have it replaced soon.

Andy_Marsh47 · ‎02-26-2023

Happened to me too last week.

Fakhar15 · ‎02-27-2023

Same issue from my device too.

Soft reset isn't working either from device button or remote button.

Google community should have to take this problem seriously.

This stuck "g" boot screen

can be resolved if we can access recovery mode of this device.

I have tried to get in recovery mode of the device but not getting exact button hold timing of device.

JBerg · ‎03-05-2023

Having the same problem, with no response after filling out form twice.

Fakhar15 · ‎03-05-2023

We can say google wants their customers to buy new one instead of telling them how to boot in recovery mode of chromecast with google tv.

suegeaux · ‎03-05-2023

I did get a response on this thread https://www.googlenestcommunity.com/t5/Chromecast/Can-t-do-a-factory-reset-with-chromecast-with-Goog... - It was to try another TV which I had already done. So mine is in the garbage. Good Luck to Everyone

afelske · ‎03-06-2023

same issue for me. Resetting button does nothing (no light color changes). Stuck on G logo. Tried different TVs. Tried different power cords . I have two Google Tv units, and the other is fine. Unplugged and waited a day, no there is no light on the unit.

Ehar1 · ‎03-09-2023

You can add me to the list. I'm having the same problem as well.

AEK2 · ‎03-09-2023

I have the same problem!

Fakhar15 · ‎03-13-2023

Google specialist told me that they understand my reset from recovery mode of chromecast w/ google tv. But they cannot help me to access recovery mode since accessing the device's recovery mode is outside of their recommended troubleshooting steps.

afelske · ‎03-13-2023

tried to go thru warranty replacement, but I was a few weeks over 1 year by time I started the process. They very nicely told me too bad, so sad. Just angry that their poor update process bricked the unit, and now there is no recourse.

Alex-Hsu · ‎03-19-2023

same problem.
Purchase in June 2022.
It happened once before July 2022, and a new product was replaced.
On March 19, 2023, it happened again.
If you replace it with a new one, you don't know when it will fail again.
I've seen a lot of similar issues on the forums.

SomiJ · ‎03-24-2023

My Google Chromecast with Google TV is also stuck on the "G" logo; I have tried all the troubleshooting, rebooting etc, and nothing seems to be working. It still worked yesterday, and I turned it on this morning, and got this. Is there a solution or a fix for this?

Vsices · ‎03-30-2023

Has anyone found a solution or should I just trash this Google device along with the 30 others in this house!!! The Google speakers have been having issues too! Along with the nest. I may need to just drop google all together bc this is ridiculous!!!

Fakhar15 · ‎03-31-2023

Solution is in recovery mode of chromecast with google tv device.

I have discussed this problem with google specialist, they told me to change tv, change cable, change adapter etc but I told them issue not resolved. I also ask google specialist if he can guide me to access boot recovery of chromecast w/google tv device so I can factory format it from there.

He told me that he knows where I am coming from but he cannot walk with me, cz formatting device from recovery mode is not considered recommended step from google specialist team.

suegeaux · ‎03-31-2023

Mine went in the trash- I could not get it to work with all the solutions given.

Fabevk01 · ‎04-04-2023

Honestly I thought I tried everything. No resets worked. Finally I swapped out the cheap little black power block I used to plug into the wall. It works for phones. But Chromecast needs more power. So I used s new power block with 20 watts of people. Weird. I would never have thought this would work.

Google Nest Community

Chromcast With Google Tv stuck on “G” logo screen.