Chromecast streaming stopped working

@user_2e7fdc are you able to provide the exact make and model of the Chromecast device that's giving you the issue? 

Hi, @user_f63d4b! Thanks for reaching out over our forums page to let us know that one of the Chromecast devices isn't working and for patiently waiting for a response. I am sorry to learn about this experience. We can help. Can you tell us if you are getting an error code or an error message?

No error code. Does everything it used to except the actual casting. 

So sorry to hear that. Could you please private message us your full name and address for us to troubleshoot with you?

@XfinityThomasD​ Thank you for your reply!

It seems to happen with all content that I've tried so far.  Several live channels, and a couple of on demand items.  Both the Chromecast and device are attached to the same network.  I tried both using the app on an android device and streaming from a Chrome browser on Windows, with the same result.  The Wifi that I have been connected to that started having the issue was a 5ghz.  I reset the Chromecast device, and connected it to the 2.4 (along with my phone), and had the same issue.

All seems to work ok, up until actual playback.  If I connect to the CCast from the Stream app, I get the "Ready to cast" message on the TV, when I actually start a program, I get the show's thumbnail with the animated loading dots.  The actual connection to the Ccast device seems ok, up until playback.  I've tried a couple different phones and computers.  No luck so far.

I appreciate the details and steps you've taken already. Let's see if we can remotely troubleshoot this with you and find out what's going on. Would you please send our team a direct message with your full name and full address?

To send a Direct Message:

Ensure you are logged in

• Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  • An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter to send it.

@user_53d63b​ Sorry for not following up on this, yet.  I did get into a direct support session with a tech on this last week.  Spent a bit of time doing the expected reset of the Chromecast, uninstall/reinstall of the stream app, clearing browser cache, etc.  Tech remotely reset my router, and made sure that all looked good from their end.  Still no luck, unfortunately.

@DependentCustomer​ Thanks for your input - that's great info!  I will review the versions of my hardware and apps, and respond as soon as I can.  I don't think it's the Stream app itself, since I CAN stream to a device on a certain TV, and not to another.  Also - on the one that will not stream, I also cannot send from a laptop and the Xfinity listings web page.  Same result - just the three dot buffer graphic.

To add another wrinkle to this - I took the device that is working on one set (a current version Chromecast w/Google TV), moved and connected to the other set, and it no longer worked!  Moving it back to the other set allowed it to once again cast.

My theory is that it may be a wi-fi signal strength issue, even though the Chromecast is visible and says "Ready to cast" when selecting it as a destination on the Stream app.  Also - all other streaming platforms work fine in all locations, without buffering or signal issues.  The non working area for Xfinity is upstairs, farther from the router.  I plan on hooking a Chromecast device to a computer monitor w/hdmi input, and then trying it in both locations.  This will remove the different TVs from the equation, and leave only the location/signal strength as the variable.

Will report back as soon as I can.

Thanks!

@user_11059a We are sorry to hear that you're having issues with the Xfinity Stream App, and we very much appreciate @DependentCustomer providing the insight they can to help navigate others with this problem. Can you please send us a Direct Message with your full name and address? We'll be happy to investigate this further for you. Here are instructions on how to send us a DM in case you need them:

Click "Sign In" if necessary
 • Click the "Direct Message" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

We look forward to hearing from you.

Update to what I know about this problem:

I originally thought that it may be a signal strength issue with the Chromecast  device, since a cast device that worked on my main TV (closer to the router) did NOT work when disconnected and moved to my bedroom TV (farther from the router).  I no longer think that this is the case, and that it may actually be tied to the device that the Chromecast is plugged into via hdmi.  Here is what I tried.

I took one of my recent Chromecast devices (cast firmware 1.68.374876) that is connected to my main TV.  Connected the Xfinity Stream app to it, then cast live TV to it.  It worked fine.  I then stopped casting, disconnected from the main TV hdmi, and plugged it into a PC monitor that I own via hdmi.  The TV and monitor were virtually right next to each other.  Once plugged into the monitor, I again connected to the cast device from Xfinity Stream, and tried to cast the same channel.  Nothing but a preview with three dots.  Did not work.

To test further, I returned the cast device to my main TV, and cast an Xfinity channel to it (it worked again on that set), then unplugged the hdmi from the main set and into the monitor without resetting the chromecast, and the channel continued to stream fine on the monitor.  Weird, right?  I then stopped the cast while connected to the monitor and attempted to restart.  It did not start - just stopped at the preview and loading dots again.

This was with the same Chromecast, same casting device (android) with the same Stream app, on the same wifi.  Did not even shut the Chromecast device down - just moved it from one TV to another.  This matches with my earlier experience where I moved a device that worked on my main set upstairs, where it did not work on the other TV.

Not sure where that leaves us, but it is not a wifi connection strength issue, is not a Stream app version issue, and definitely not a Chromecast hardware or firmware issue.

@user_d447a0​ are you able to cast from other apps to your monitor?

@user_11059a​ Yes - Hulu, Netflix, and casting YouTube all work fine.

@user_11059a​ Good info.  Unfortunately, I'm still seeing the same symptoms even with the Chromecast w/Google TV HD and 4k.  It seems to be tied to the device it's attached to.  Weird, I know, but I've tried almost everything with no luck.

@user_d447a0​ That is interesting!  Based on your feedback, I moved my Chromecast device to a newer TV and was able to cast Xfinity Stream just fine.  So, it's definitely related to the device it is plugged into!

@user_11059a​ Wow, it works!  I just tried on the TV that I've been having problems with for months, and it's good!  Thanks for the heads up.  I wonder what was the problem?

I asked for root cause, but all I got was this: "It appears to be an issue our app team needed to fix"

I have a new Chromecast HD that has the 3 dot issue when trying to stream (Xfinity Stream only).  Any chance they can run this fix again?