Google Home shows chromecast offline. It isn't.

[paulconti]

I have two issues with a chromecast.  Google Home reports it is offline. I can cast to it. If I select it in Home I can change its name or move it to another room.  I cannot personalize the ambient features. The screen is blank. I have other chromecasts. They are working fine.

I have factory reset this chromecast. I removed it from Home and added it back.  I did a hard reset on the chromecast. It has worked previously. 

We did have a brief power interuption. The house is protected by a whole house generator. The wifi network (Google Mesh) is protected by UPS. It does not go offline. The chromecast would be without power for 20 seconds. 

Thanks.

[ovidioj]

Hello @paulconti,

Thanks for posting in the community. 
I appreciate the detailed information about the issues you're facing with your Chromecast.

Based on the information you've shared, it seems there might be a software-related issue or a compatibility problem with your specific Chromecast model.

To help me troubleshoot these problems more effectively, please provide the following information:

• What is the exact model of your Chromecast?
• Can you describe your network setup in more detail, including your router, modem, and any other network devices?
• Are there any other devices connected to your network experiencing similar issues?
• Have there been any recent changes to your network setup or Google Home devices?
• Is this the first time you've encountered this issue?

While I gather more information, you can try the following steps:

1. Try connecting your Chromecast to a different HDMI port on your TV.
2. Identify any potential sources of interference near your Chromecast, such as other electronic devices or wireless networks.
3. Log out and log in to the Google Home app, or try with a different phone.

I apologize for any inconvenience caused and am committed to helping you resolve these issues. Please let me know if you have any other questions or require further assistance.

All the best, 
Jorge

[paulconti]

The Chromecast is a generation 2 model purchased in May of 2022. There are two other Chromecasts in use in the house. A generation 1 model and an Ultracast. Those are working fine.

We use Verizon FIOS as an ISP. The router is Verizon's and we do not use the wifi that is part of that router. Instead we use a Google Nest Mesh system.

No other devices in the house are experiencing any issues.

There were no changes to the network.

This is the first time I've encountered the issue.

Changing HDMI ports and even changing TVs made no difference.

The problem is the same on my phone and tablet. I even created a new "home" in Google Home and temporarily moved the Chromecast to the new home. Same issue. I logged out of the Home app and then logged back in. Same issue. I cleared the cache for the home app. Same issue.

The chromecast does respond to a cast request from a mobile device and will cast content.  It lists itself as offline in the Home app and does not permit customization of the Ambient mode.

The only event that preceeded this malfunction was a brief power interuption. My diagnosis is the firmware in the device is glitched. 

[maedacortez]

Hi Paulconti,

Thanks for your reply. I recommend following these troubleshooting steps to resolve the inconvenience:

Step 1: Verify Network Connection

• Ensure both the Chromecast and your mobile device are connected to the same Wi-Fi network.
• Chromecast with Google TV: Go to Settings > Network & Internet.
• Other Chromecasts: Go to Google Home app > Chromecast device > Settings > Device information > Wi-Fi.

Step 2: Ensure Proximity

• Place the Chromecast within 20 feet of your mobile device and Wi-Fi router.
• If necessary, use the included HDMI extender to bring the Chromecast closer to your Wi-Fi router.

Step 3: Refresh the Google Home App

• Close and reopen the Google Home app.

Step 4: Reboot Your Router

• Unplug your router for 2 minutes, then plug it back in.
• Ensure all lights are off while unplugged.
• Reconnect your Chromecast and mobile device.

Step 5: Reboot Your Mobile Device

• Turn off your mobile device, wait a minute, then turn it back on.

Step 6: Try a Different Device

• Test with a different compatible mobile device.

Step 7: Check for Network Restrictions

• If you're on a public network (like a hotel or cafe), it might not be supported by Chromecast.

Step 8: Avoid Hotspots

• Mobile hotspots are not recommended for Chromecast setup.

I hope this helps! Please let me know if you have any further questions.

Regards, 

Manuel

[paulconti]

I did all of those things before I posted, PLUS. The other Chromecasts work as designed. It's broken. The firmware gitched.

[maedacortez]

Hi Paulconti,

Thanks for confirming that you've tried the troubleshooting steps. I recommend filling out this form. I will escalate your case, and one of our specialists will contact you soon. Please let me know once you've filled out the form.
 

Regards, 

Manuel

[paulconti]

The form is filled out and submitted. 

[Guarcax]

Hi there.

Thanks for your reply.

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help.

If you have any questions or concerns in the future feel free to reply to this post.

Regards,

Daniel.

[Metalliclay]

I am having the exact same issue. Can you send me the possible fix also? 

[paulconti]

The issue for me is that Chromecast was a gen 1. All my TVs are Samsung and the newest version of Tizen is not compatible with a Chromecast that old.

[Guarcax]

Hi folks!

Thanks @paulconti for the information about the compatibility of the Chromecast 1st generation and smart TVs with the newest version of Tizen. @Metalliclay I’m sorry to hear that you are having the same issue with your Chromecast. I understand that it is showing offline on the Google Home App, and you are also not able to customize the ambient features. No worries, let’s work together. 

In order to give you the correct information, I need some extra information from the issue. Here are some questions for you:

• When did the issue start?
• What is the exact model of your Chromecast?
• What is the make and model of your TV?
• Does the Chromecast appear offline on the Google Home App?
• Are you able to normally use the Chromecast without the Google Home App?
• What troubleshooting steps have you taken?

You can check the next articles for further information: TV has no signal or only shows a black screen and Chromecast specifications. 

Tell me how it goes.

Regards,

Daniel.