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32308
September 24th, 2019 14:00
Chromecast freezes
I have a brand new XPS 15, which was fine in all other respects (except a sticky power button and tighter than usual hinge which have been fixed) but one issue which cannot be fixed is its inability to remain casting to Chromecast.
I say "remain" because it will start casting (tab or desktop) to Chromecast and then the the Chromecast device (TV) freezes after a few seconds.
If I'm casting video, the screen freezes but the audio continues, suggesting that it might just be something to do with how the video component is cast.
Also the fact that all other devices on the same network have no problem with Chromecast seems to indicate that it must be specifically the XPS 15.
What I have tried:
- Contacted Google who stepped me through all the possible scenarios ending with no fix
- Tried disabling McAfee antivirus, firewall and Windows Defender with no effect.
- Tried a different Chromecast - swapped out my gen 2 with a brand new working, tested gen 3. No success.
- Checked MTU number is set to 1458
- Contacted Dell, stepped me through possible issues and did a remote session - no success.
- Dell sent out a tech to fix the other 2 issues, and we replaced the Killer ax1650x wi-fi card, tested, no success.
I'm completely stuck. Has anyone else experienced this issue? Any suggestions to try something I might have overlooked?
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dv8info
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November 3rd, 2019 18:00
FINALLY, I got the aerial replaced and that fixes it. Yay!
Dit12345
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November 26th, 2019 09:00
After installing, I restarted my PC and everything worked.
vince29a
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February 5th, 2020 09:00
Hi
When I bought the new laptop I had the same problem. It turned out that when you run the dell update support programme which come with the computer it was changing the intel wireless driver to an old one. I went onto the intel web page & found the driver as soon as I installed it communication between the computer & Chromecast is fine. Worth a try
Landon1320
1 Message
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September 28th, 2019 14:00
This is also happening to me except I'm using a brand new MSI GS75 onto a brand new Visio 65 p series. all other devices in my house are casting to the tv except this brand new laptop. I cant figure it out....
dv8info
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September 28th, 2019 15:00
What video card are you using? I'm wondering if it might be video related because sound still works if I'm streaming video, it's just that everything on screen freezes
dv8info
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September 30th, 2019 01:00
Mine's a GeForce GTX 1650 Driver version 436.30
DELL-Cares
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October 1st, 2019 01:00
Hi,
We're still waiting for an update regarding this. We'll inform you once we hear from our internal team.
DELL-Cares
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October 6th, 2019 17:00
Hi there,
How have you been?
We haven’t heard from you in a while, hence I’ll proceed and close this case for now.
If you require any further assistance in the future, feel free to reach out to us. Our social media support is available 24/7
Regards
Kughalu
dv8info
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October 10th, 2019 19:00
Hello Kughalu, I just saw this post so letting you know the problem hasn't gone away. I have had extensive tech help with no resolution. I'm putting up with it for now hoping some solution might show up
ivercloud
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October 10th, 2019 19:00
same here. Dell latitude 7400 does not work with chromecast anymore ans i tried those steps as well. any update?
DELL-Cares
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October 10th, 2019 20:00
Hi,
Are you available with the system to continue with the troubleshooting?
Dell-KughaluA
Social Media Team
DELL-Cares
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October 13th, 2019 18:00
Greetings,
I just wanted to let you know that our support team is available 24/7.
You could drop us a message for any further assistance when you are available with your system and we’ll be glad to assist you.
Regards
Kughalu
dv8info
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October 13th, 2019 18:00
Thanks Kughalu,
I've spent many hours with support, they've gone through everything by remote connection. I've had a tech from Dell out to replace the wifi card and test everything. Still seems to have everyone stumped.
Stephen
dv8info
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October 13th, 2019 19:00
If you can describe what they want to try that would be good, because we might have already tried it in a previous session. DM me if you like.
DELL-Cares
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October 13th, 2019 19:00
Hi Stephen,
I understand, you’ve tried troubleshooting with our phone support and replaced the Wi-Fi card in this case. However, I had raised this with our product engineering team and have some suggested steps to be performed. For which we’d like to take control of your system and assist you further.
You could drop us a message when you are ready to proceed.
Regards
Kughalu