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Solved

my mobile and tablet could not talk to chromecast unit.

  • 7 March 2020
  • 10 replies
  • 1389 views
C

Hey guys,

 

I installed security cloud on my android tablet and mobile a month ago.  Today I spent 2 hours trying to figure out why google home had casting disabled on my devices. I could see the chromecast connecting to the internet but my mobile and tablet could not talk to chromecast unit.

After trying everything else I uninstalled kaspersky security cloud and presto its all working. 

Why is Kaspersky blocking chromecast ?

Very unexpected and annoying. 

icon

Best answer by Flood and Flood's wife 2 October 2020, 04:32

Having the same issue with Chromecast becoming unavailable. Using a Samsung S-9 with Android 10, and One UI version 2.Using a licensed Kapersky Security Cloud version 1.34.0.20 which was last updated September 14, 2020. Lost availability to cast to all Chromecast devices (Ultra, & 2nd Gen Chromecast) as well as Google Home Displays. Getting ready to uninstall Security Cloud temporarily so I can watch the news. Might re-install later. 

Hello @KevDEng1432, 

Welcome!

  • Please contact Kaspersky Technical Support, provide them with full history, including all recovery & trouble shooting steps, full screen images, a Samsung AIDA64 Report; Support may request Traces, they will guide you; fill in the request template using our image as a guide

 
  • Note, none of the Chromecast devices are covered by the Kaspersky software Support contract. 

Please share the outcome with the Community, when it’s available? 

Thank you:pray_tone3:

Flood+1:whale:

Disclaimer, we have no association with Kaspersky. 

View original

10 replies

Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @chrome33,

Welcome!
Please tell us:

  1. Mobile device name, operating system version & build?
  2. Android Tablet operating sytem version & build?
  3. Kaspersky Security Cloud version & patch on both mobile device & Android Tablet? 
  4. Chomecast unit device name, operating system version & build? 
  5. How does the Chromecast unit connect to the internet?
  6. Is Google Home application installed on the Chromecast Unit? 
  7. Download & run an AIDA64 Report on both the mobile device & the Android Tablet, attach:paperclip: both Reports to your reply? 
  8. Is Kaspersky Security Cloud licensed? 

Please post back?

Thank you:pray_tone3:

Flood:whale:

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
C

Hi,

As I uninstalled cloud security to make things work I am unable to say what version had the issue. But I had installed cloud security about 4 weeks ago so I assume it was the latest version. I have a family 20 seat licence.

I keep all my devices up to date, Samsung S10 and Samsung Tab2. And a bought a new Chromecast Ultra because I thought the 9month old unit had died. I could not explain why the casting button was greyed out (in active) on the mobile devices. 

This is what I did, initially I tried to re-install google home app and reset google chromecast ultra to factory defaults to re-do setup. I could see the chromecast connect to my wifi network but at the end of setup google home said it cannot detect chromecast unit and ensure your devices (TV, Chromecast unit, mobile device) are on the same wifi network. Which they all were.

Because the chromecast was brand new I did checked my router and settings but that all seemed OK. Finally I realised the only new change in the last 4 weeks was the addition of cloud security tools and both mobile devices. 

I re-installed cloud security today and chromecast ultra is still working. Unable to explain why its now working ok.

I hope kaspersky tools in future will pop up a message saying “Google home is trying to connect to a device” and prompt the user to confirm ok. Rather than block connectivity without asking.

Thanks

 

Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @chrome33,

Thanks for posting back. I’m glad the issue is resolved:ok_hand_tone3:

If there are any future Kaspersky software problems, please always provide:

Thank you:pray_tone3:

Flood:whale:

Resource:

Kaspersky Security Cloud for Android

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
C

Hi Again,

 

Sorry to say Security cloud is now blocking my samsung s2 tablet from casting to my google chromecast ultra.  It was working but just now the casting icon was disabled (greyed out) and I had to remove security cloud to get google home casting working again.

So security cloud was working ok for the last week or so and now has started blocking google chromecast.

 

I have attached a screen shot of the samsung tab s2 android kernel information. 

 

So everything works ok when I remove security cloud. Version 1.6.0.1312

Please fix security cloud.

 

Thanks

Stuart

 

 

 

 

 

 

1 Attachment
Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @chrome33, Stuart,

Welcome back!

Unfortunately, I have no chromecast devices to test, replicate the issue, therefore, please contact Kaspersky Technical Support, they’ll require: 

  1. All device names, operating system version & build?
  2. Kaspersky software name, version& patch(x)?
  3. Detailed history.
  4. Full screen images.
  5. AIDA64 Report
  • After submitting the case, you’ll receive an automated email with an INC+12digits reference number, then, normally, within 5 business days, a Kaspersky Technical Support human will communicate with you, also by email, you may continue to engage with the Kaspersky Technical Team via email or by updating the INC in your MyKaspersky account.

Thank you:pray_tone3:

Flood:whale:

Resource:

Kaspersky Security Cloud for Android

What is Kaspersky Security Cloud for Android?

Kaspersky Security Cloud for Android Library

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
M

Hi,

I also experience exactly the Same issue with 2 Samsung Note 10+, but not on galaxy tab 10.1. or Chrome on PC.

I have Chromecast Gen2 and “Ultra” Gen3, no difference between the Chromecast Hardware Type, both dont show as soon KSC installed on Android.

On the tab i have no KSC installed, there Chromecast works like a charm, as soon KSC is removed from the Note10+ it works like a charm as well.

It is very clear that this is a KSC Issue, no matter what kaspersky wants to see described in all points above, Screenshots will only show a present or non present Chromecast Icon, i can really see this only as a stalling mechanism to keep the people busy without them concentrating on solving the issue!

It doesnt matter at all which device or which build and all that stuff, it´s very simple...with KSC there is no Chromecast, also it does not matter if in “Home, Youtube, Play Movies, Migogo, Ivi...etc….KSN should just stop blocking the Cromecast Traffic, without asking all this Crap! 

Martin

Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Hello @chrome33,

Welcome!

  • The Kaspersky Community members who reply to topics have no ulterior motives, however, you may choose to believe whatever you wish.
  • Please contact Kaspersky Technical Support, follow the guidance posted above, which you’ve clearly read.
  • Note: to enable the Kaspersky Technical Team to assist (you), they will require data.

Thank you:pray_tone3:

Flood:whale:

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
K

Having the same issue with Chromecast becoming unavailable. Using a Samsung S-9 with Android 10, and One UI version 2.Using a licensed Kapersky Security Cloud version 1.34.0.20 which was last updated September 14, 2020. Lost availability to cast to all Chromecast devices (Ultra, & 2nd Gen Chromecast) as well as Google Home Displays. Getting ready to uninstall Security Cloud temporarily so I can watch the news. Might re-install later. 

Flood and Flood's wife
Rank
Userlevel 7
Badge +9

Having the same issue with Chromecast becoming unavailable. Using a Samsung S-9 with Android 10, and One UI version 2.Using a licensed Kapersky Security Cloud version 1.34.0.20 which was last updated September 14, 2020. Lost availability to cast to all Chromecast devices (Ultra, & 2nd Gen Chromecast) as well as Google Home Displays. Getting ready to uninstall Security Cloud temporarily so I can watch the news. Might re-install later. 

Hello @KevDEng1432, 

Welcome!

  • Please contact Kaspersky Technical Support, provide them with full history, including all recovery & trouble shooting steps, full screen images, a Samsung AIDA64 Report; Support may request Traces, they will guide you; fill in the request template using our image as a guide

 
  • Note, none of the Chromecast devices are covered by the Kaspersky software Support contract. 

Please share the outcome with the Community, when it’s available? 

Thank you:pray_tone3:

Flood+1:whale:

Disclaimer, we have no association with Kaspersky. 

Edgar's Mission: "If we could live happy and healthy lives without harming others... why wouldn't we?" --- "One should examine oneself for a very long time before thinking of condemning others" Moliere --- Did a reply answer your question? Please mark it as Best answer, the Topic status will change to Solved, thank you!
N

This drove me nuts.

Two resets.

Happens to note 9 and note20

All other phones okay

 

 

 

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