My TV isn't detected as a Google Chromecast built-in device or the connection fails during casting

IMPORTANT: This article applies only to specific products and/or operating systems. Check Applicable Products and Categories for details.

Possible symptoms

• The Android TV™ device isn't detected as a Google™ Chromecast™ built-in device.
• The Cast icon isn't displayed on the mobile device.
• The Cast icon is available on the mobile device and the TV model is detected, but Cast doesn't work.
• Error There was a problem connecting to XXX-XXXXX (Model name) appears and the connection fails even though the Cast icon is available on the mobile device and the TV model is detected.

Troubleshooting steps

Check if the Google Chromecast built-in function works after completing each step.

1. Connect the mobile device and your TV to the same network.
   • If you are using a dual-band wireless router, make sure your devices are connected to the same frequency.
2. The power reset or restart of the TV is a recommended a step to troubleshooting and may resolve many temporary issues.
   1. To perform a power reset
      • Turn off the TV, unplug the power cord for two minutes, then turn on the TV
        Note: Skip this step if your power cord is not accesible.

   2. Restart the TV by selecting the option depending on your TV
      • Restart the TV with the supplied remote control:
        • Press and hold the POWER button until Power off appears on the screen
        • Press and hold the POWER button until a menu appears → select Restart
      • Restart the using the menu. On the remote:
        • Press (Quick Settings) → Settings → System → Restart → Restart
        • Press HOME → Settings → About → Restart → Restart
        • Press HOME → Settings → Device Preferences → About → Restart → Restart
3. Restart the mobile device.
   • Note: Turn off the device, wait 1-2 minutes, and then turn it back on.
4. Depending on your Android TV menu options, make sure that the Google Chromecast built-in app is enabled.

   1. On the supplied remote control, press the HOME button.
   2. Select Settings.
   3. The next steps will depend on your TV menu options:
      • Select Apps → See all apps → Show system apps → Google Chromecast built-in → Enable.
      • Select Apps → Google Chromecast built-in → Enable.

5. Clear data on Cast function apps, Android System WebView and Google Chromecast built-in.

   1. Press the HOME button on the remote control.
   2. Select Settings.
   3. The next steps will depend on your TV menu options:
      • Select Apps → See all apps → Show System apps → Cast function apps → Clear Data → OK.
      • Select Apps → Cast function apps → Clear Data → OK.
   4. Repeat steps 1-3 above for the Android System WebView and Google Chromecast built-in as well. Check this Google website for more details on Cast function apps.

6. Make sure your TV has the latest software update. Downloads are posted on your model support page.

7. Uninstall updates for Android System WebView and Google Chromecast built-in.

   1. Press the HOME button on the remote control.
   2. Select Settings.
   3. The next steps will depend on your TV menu options:
      • Select Apps → See all apps → Show system apps → Android System WebView → Uninstall updates → OK.
      • Select Apps → Android System WebView → Uninstall updates → OK.
   4. Repeat steps 1-3 above for Google Chromecast built-in.
   5. After uninstalling the updates, reset the TV.
   6. Update the two apps above to the latest version from the Google Play™ store.

8. From My Apps in the Google Play Store, update all of the apps installed on the TV to the latest version.
9. Set the correct date and time on your TV.
10. Terminate the Google Chromecast built-in enabled app on the mobile device and then restart it.
    • Note: For details on how to terminate and restart apps, refer to the instruction manual of your mobile device.

11. Restart the wireless router.

    1. Turn off and unplug the device.
    2. Wait 1-2 minutes.
    3. Reconnect and turn on.