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

[Gh1]

 

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 · Accepted solution]

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.

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

Regards, 

Juni

[DGE]

Yes, I tried 3 chargers, and one is 5v 3A.  No difference, still stuck on G.

[Juni]

Hi everyone,

DGE and DrDon,  we got your form — thanks for filling it out. Keep your lines open, as our team will reach out to you via email anytime soon. 

For those who tried the troubleshooting that I provided and it did not work, please fill out the form that was provided by Jeran so we can look further into this. 

Thanks,

Juni

[suegeaux]

I filled the form out twice many weeks ago and have not heard anything 

[FoffChromecast]

Hi Juni,

I have filled out the requested form, please advise when you have received it and please provide a solution.

Thank you!

[Viharreddy92]

Hi Juni.

If you read multiple closed threads, you will notice that all of them filled the form and I don't think a single person got a reply back. People recognize a service when there is a feedback. It's been months and no resolution yet. So please stop asking the people to fill form and do something about the existing forms that were filled.

[mhg]

I tried 5V 3A working charger with no result.

[goharvey]

 Our Google TV started doing the same thing last night. I went through all of the steps provided by Google Support - Unplug device from power, plug power back in and hold the button on back of device until the light starts blinking. Unfortunately this does not work and the Google TV goes right back to the screen with Google logo. Has anyone found a solution to this problem yet?

[afelske]

The only working solution i have found so far is to buy a Roku Ultra.

[Gh1]

It’s funny how Google gave me the run around regard this and told me because I was out of warranty they couldn’t do anything NOW that this is a wise spread issue I hope Google will fix it. DO NOT LOCK THIS THREAD. The issues isn’t resolved.  If you are reading this and having the same issue add it to this thread.  Who knows maybe we will get some actual help by May…5 months after I submitted this initially.

[TheLochster]

I'm having the same issue since 2 days ago.

[Fakhar15]

Hi all,

Please post this thread on "xda developers" website. They are community of developers.

I hope they will respond..

and I hope they can resolve this problem.

All members who have "G logo stuck issue "

Please post thread on "Xda developers" forums.

[Juni · Accepted solution]

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

[gp4]

Same problem here. I have a 90 euros brick.

[Mo23]

I’m now facing the same problem as everyone else here, tried 2 TVs and resetting my router, need an answer that is not just let it sit for 24 hours unplugged google 

[DrDon]

My ticket was closed because I'm out of warranty. No fix recommended. Basically, Google told me to pound sand. Sorry for your purchase. They don't care:

Hello Don,

Thanks for reaching out to the Google Nest Customer Care Team.

At the moment we don't have a certain resolution for these types of issues. The best advice that I can give you at the moment is that you purchase a new one. 

[afelske]

Interesting tear down information https://www.edn.com/googles-chromecast-with-google-tv-car-accessory-similarity-and-a-post-teardown-r...

[gp4]

Same issue here. Almost 1 month since my Chromecast was bricked. I don't remember if it was after updating it or out of nowhere. The result is a G stuck on my screen. 

[huber22]

Hello, I'm sorry for my English, I'm from Argentina and I have the same problem with my "chromecast 4"
could you solve it? as of today May 7, 2023

[majora15]

Support was about useless, and all the did was waste my time and give me the runaround.  I guess we will chalk it up as we have a 4K bricked Chromecast we can't use.  Will impact our next purchase for sure.  

[DrDon]

Yep. After sending them a video of the issue, I was told to "buy a new one." 

[majora15]

I didn't even get that far, they just kept asking the same question just in a different way.  Horrible customer service, not sure why it is so hard to understand it is sitting at the G Logo, like it is bricked.  I would think even a non-technical person would understand that.

[afelske]

Welcome to the group. Your experience matches about everyone here.

[Stwm19]

Same problem with 1 of my 2 CC4K devices. Bricked on G logo. My other CC is fine.  5 months in and no solution from Google except buy another CC? Clearly there is no solution which is why they try to close these forums. Totally unacceptable!

[Nicolelana]

Yep another one stuck on G. Have tried all the trouble shooting. It has to be a Google problem.

[kycarl11]

Same issue just happened to me?! Do we have any indication for when this issue will be fixed? These devices were perfectly fine and should be replaced if no solution.

[Christophert]

As to the list of frozen G logo and Google refusing to acknowledge they have an issue. I sent their customer support this thread.

Keep piling on so they do something about this!!!

Case ID [6-9848000034184]

[for40255]

Just had the same problem 

[afelske]

Sadly, welcome to the group.

[Iwantmyshows]

Mine just bricked as well, hopefully there's a solution(read: replacement) soon!

[edhore]

Same issue and this has been going on for way longer than it should.

I have a video here that people should pay attention to: https://www.youtube.com/shorts/mZxnTNCmcVY

Google should and could resovle this quickly. As a Google Fan Boi for so long I feel cheated by what Google are doing to us here. I have 5 ChromeCasts 4k, 2 travel Chromecasts and so many google devices that should be saying to Google to get this fixed, but support keep asking for my reciepts and photos and videos of the issue. Here is my issue here: https://photos.app.goo.gl/5vYmQPBW4AR9PJUb6

It is pretty obvious this is an issue, and it should not be that hard to fix/replace/renew.

[Birger]

The same issue is bothering me here in Finland. One just get so angry and frustrated when this devise just blinks G and no trick works. There isn't even an explanation what is happening? Maybe it is Google itself that has broken the device.

[Jefe]

This is happening to my devices in the last few weeks and I don't want to buy a third.

[edhore]

After a bit of to and fro, Google have asked me to send in mine and I am getting a new one that has already been sent it looks like. So be persistent. Call support and ask them for an answer - it does appear they created the issue - they need to own it.

[Jefe]

I wanted to share my experience with getting my devices replaced as replacement is the only way to resolve this issue. 

Call or chat with Google. I did a chat a couple weeks ago. They asked some troubleshooting questions & determined both my units needed replaced. They asked that I send a 45 second video of the malfunction for each unit. 
I emailed them the videos & after 8 days of no reply I did another chat session yesterday. 
The chat agent I had was TERRIBLE so it took 2 hours, but both replacements have been shipped. 

If you have a case number, provide it, tough they likely won't read it. 

They needed both Serial Numbers. After getting the replacement email for one unit, they tried to end the chat but I refused until I got the email for the 2nd unit. 
Then they told me the 2nd unit was out of warranty, even though I bought both at the exact same time in the same order on 02/05/23 from Amazon. Sent them the invoice PDF & they still refused so I had to escalate & the agent said their supervisor submitted the exception replacement. 

So be warned, your serial number may show out of warranty, but as long as you purchased the unit within the warranty period, push for a replacement. 

They have two options to continue with the replacement process, Advanced Exchange or Standard Exchange.
It will take 2-7 business days in Advance exchange and 5-10 business days in Standard exchange to receive the replacement.
1) The first option is "Advanced Exchange".
With Advanced Exchange, they’ll provide you with a link to order your replacement device, and it will be shipped to you before you need to send your defective device back. You'd need to have a G-pay payment method available.
Please note, this option will require an authorization hold on a credit or debit card. But once your defective device is returned, the authorization hold will be removed from your card. To be clear, this hold is not a collected payment so the amount will not be deducted from your account.
2) The second option is "Standard Exchange".
With Standard Exchange, you’ll send your device back to Google, and once received and inspected, your replacement device will be shipped to you.
It is advised to return your product within 14 days according to the RMA instructions. However, in total you will have 45 days from RMA creation to return the defective unit using the shipping labels.
The RMA will be canceled if the labels are not exercised or used after 45 days.
If the product is returned after this then it will be returned to and you are advised to contact support for a new RMA.
In this option, there is no need for an authorization hold.

[Cris9]

Hello.

Tv is stuck on Google logo and when pressing the button on the device, the light stays white. So I can't reset that way  I've tried Google's suggested tips and others I've found on forums, but nothing works.

Can someone please help?

Regards,

Cris

[Juni]

Hi Cris9,

Thanks for reaching out and for the details you've shared. What Chromecast device are we working on? Give the steps below a try and let me know how it goes:

1. Plug in your Chromecast into a different HDMI port on your TV.
2. Reboot your TV and Wi-Fi router.
3. Reset your Chromecast.

Regards,

Juni

[Cris9]

Hello.

I have the Chromecast with Google TV. As mentioned before, I have already tried those steps. I cannot reset because the light does not change when I hold down the button.

Regards,

Cris

[Juni]

Hi Cris9,

Thanks for confirming. Our team is already aware of this behavior. I'll merge this with the similar trending issue on this thread in the community. I suggest that you follow the main thread for updates because this thread will be locked automatically once merged into the main one.

Thanks,

Juni

[Stellis]

I have the same problem. Stuck on G logo on loading screen. Tried everything. Bought a new one that worked but would hope that google could rma broken ones.

[edhore]

Check my comment above and look for my YouTube video. Yout item needs to be replaced by Google as it is due to a failed upgrade.