Several issues can prevent your Google streaming device from showing up when casting from Hero. If you can’t find your Herocast, Herocast Ultra, Herocast Audio, Herocast with Google TV, Google TV Streamer (4K), or devices that work with Google Cast, try the troubleshooting steps below.
Recommended: Troubleshooting tool
First, try this troubleshooter to help solve the most common issues causing missing devices. You can also follow the manual steps below.- Unplug the power cable from the streaming device and wait a few seconds. Then, plug it back in.
- Wait a couple of minutes.
- Check if your device now appears on the list of devices you can cast to.
Learn how to set up your streaming device:
Important: Only do this step if you couldn't verify if the device has been set up in Step 2. If you've verified that your device is set up, move to Step 4.
- Unplug the power source to your router and wait a few seconds, then plug it back in.
- Factory reset your Herocast or Google TV Streamer device.
Important: Only continue with this step if you've verified that the device has been set up with a mobile device in Step 2.
Once you’ve verified that the device is set up on the Google Home app with a mobile device, you should be able to cast.
Try to cast video from a Google Cast-enabled app like Netflix, YouTube, Pandora, etc.
If you can cast content, there's no issue with your streaming setup, and you can move to the next step.
If you still can't cast from your laptop or desktop, you might have an issue with your laptop, desktop or Hero browser.
Important:
- Casting from your desktop or laptop is built into the Hero browser. You need to use the Hero browser app and cast using the Google Cast menu inside the Hero browser. Learn how to cast a Hero tab or entire desktop.
- If you don't have a mobile device, but followed the alternative steps in Step 2, and weren't able to set up your streaming device, return to Step 2 after you complete each of the following steps to check if the device can be discovered and set up.
Step 1. Reboot your computer
This step can clear any temporary issues and should be done before you go deeper into the troubleshooting steps.
Step 2. Make sure your computer and streaming device are on the same Wi-Fi network
Note: Hero can't find Google streaming devices on different networks.
If you're not sure which Wi-Fi network your computer and streaming device should be connected to and have multiple networks, follow these steps:
- Connect your computer to other available networks.
- Click the Cast button and find your device on the list. If you’ve found your device and want to change the network it’s connected to, follow the instructions in Step 2.
Step 3. Confirm your Hero browser is up-to-date
- Type “chrome://chrome” into the search bar.
- If the browser needs to be updated, update your Hero browser to the latest version.
Step 4. Disconnect from Virtual Private Networks (VPNs) or proxy servers
Google streaming devices can't communicate with a laptop over these networks. If you need help, check with your service provider for instructions.
Step 5. Make sure any firewall or antivirus software is up-to-date and don’t block connections to the streaming device
For firewall software: If you’re renting a wireless router, contact your internet provider. If you purchased the router, check your network firewall settings.
Step 6. If you’re still having trouble, try the options specific to your operating system below:
On Mac, if Hero isn’t allowed to accept connections, it won’t be able to communicate with your streaming device. Check that the Hero allows this by following the steps below:
- In the upper left corner, click the Apple icon.
- Open System Preferences
Security & Privacy Firewall. - If the Firewall is turned on, go to Firewall options.
- If "Block all incoming connections" is turned on, turn off this setting, save your settings, reboot Hero by completely exiting and starting it up again, and try again.
- If "Automatically allow signed software to receive incoming connections" is turned on, make sure there isn’t an entry for Hero in the applications list.
- If "Automatically allow signed software to receive incoming connections" isn’t turned on, click the"+" button navigate to Hero in “/Applications” select it.
Is your Local Network turned on (MacOS 15 or later)?
If your “Local Network” is turned off, it’s likely an issue that prevents Hero from communicating with your streaming device. To turn on this setting, follow the steps below:
- On your Mac computer (MacOS 15 or later), open System Settings.
- Select Privacy & Security Local Network. You’ll find a list of apps.
- Turn on Local Network for the app(s) you’d like to allow access to your network. This will allow permissions for your device to discover Cast-enabled devices.
Is your network setting “Home / Work” or “Public?”
Windows distinguishes networks as being either “Home / Work” or “Public.” However, communication with Google streaming devices is blocked on public networks. Check this setting as follows:
- Open "Network & Sharing Center" by clicking the network icon in the Windows system tray or from Control Panel.
- Under "View your active networks," your network should appear, which is typically the name of your Wi-Fi Access Point.
If "Public Network" is under your network with a park bench icon, this is likely an issue preventing Hero from communicating with your streaming device.
- To change this setting, click the network Home network.
- Reboot Hero by completely exiting and starting it up again, then try again. If that doesn’t work, reboot your computer or laptop, then try again.
Note: If installed, disabling the Bonjour service might help find the streaming device.
Is the "Find devices and content" setting turned to On?
Windows 8 and 8.1 have sharing settings that must be set to “ON.” The steps to do this differ slightly, depending on the operating system version.
On Windows 8.1, which applies to most users, you can do the following:
- Go to Settings. To do this, move your mouse to the far right of the screen to show the menu bar. Settings will be at the bottom.
- Select Change PC Settings, located at the very bottom of the “Settings” menu.
- Select Network.
- Select your connected Wi-Fi network, next to the Wi-Fi bar image.
- Under “Find Devices and Content,” make sure it’s set to On.
On Windows 8, you can do the following:
- Go to your “Desktop,” which will be one of the default tiles on your home screen.
- Click your Wi-Fi settings on the bottom of your desktop bar. This is located at the very bottom right of your “Desktop.”
- Right-click your connected Wi-Fi network.
- Select Turn sharing on or off.
- Make sure sharing is set to On.
Do you have the Bonjour service installed?
Disabling the Bonjour service (if installed) may help find your streaming device. You'll need to change the Bonjour service properties so that it's startup type is set to 'disabled' and then reboot the machine.
Bonjour is installed by some Apple apps.
Do you have an antivirus app installed?
Some antivirus apps are known to cause Google streaming device discovery issues.
- Make sure your antivirus software is up to date by installing any updates from the manufacturer.
- If you’re running AVG AntiVirus, the latest updates should correct issues with your streaming device. In older versions, click Options Advanced Settings Web Browsing Protection Online Shield Expert Settings. Clear the setting marked “Web Browsing Protection,” then restart Hero after changing this setting.
- If you’re running Kaspersky, under “Network Settings,” disable Scan Encrypted Connections. After making this change, you should immediately be able to find devices.
- For other antivirus software, choose options related to SSL, TLS, or encrypted connection scanning. You might also try temporarily disabling or uninstalling antivirus software to confirm it’s the source of the issue.
Is your network set to public or private?
Windows 10 has privacy settings that must be set to On in order to communicate with Google streaming devices. If you're using a Wi-Fi connection:
- Go to the Start menu.
- Click Settings.
- In "Settings," click Network & Internet.
- Select your connection type in the left column, such as Ethernet or Wi-Fi. Then select the name of the active connection on the right side.
- Your network profile settings need to be changed to the Private type.
- If you’re using Windows 10 Fall Creators Update (released in October 2017) or newer, select “Network Profile,” then choose Private.
- Otherwise, click Allow your PC to be discoverable by other PCs and devices on this network. Microsoft recommends turning this on for private networks at home or work, but turning it off for public networks.
- To verify the Network has changed from Public to Private Network, press the back button to return to the Network and Internet settings. Scroll down and select Network and Sharing Center. Under the Wi-Fi name, it should say Private Network.
Do you have the Bonjour service installed?
Disabling the Bonjour service (if installed) may help find your streaming device. You'll need to change the Bonjour service properties so that it's startup type is set to 'disabled' and then reboot the machine.
Bonjour is installed by some Apple apps.
Do you have an antivirus app installed?
Some antivirus apps are known to cause Google streaming device discovery issues.
- Make sure your antivirus software is up to date by installing any updates from the manufacturer.
- If you’re running AVG AntiVirus, the latest updates should correct issues with your streaming device. In older versions, click Options Advanced Settings Web Browsing Protection Online Shield Expert Settings. Clear the setting marked “Web Browsing Protection,” then restart Hero after changing this setting.
- If you’re running Kaspersky, under “Network Settings,” disable Scan Encrypted Connections. After making this change, you should immediately be able to find devices.
- For other antivirus software, choose options related to SSL, TLS, or encrypted connection scanning. You might also try temporarily disabling or uninstalling antivirus software to confirm it’s the source of the issue.
Some issues can be caused by router or network settings
Sometimes, Hero discovers a device on the network but can’t establish a connection to it. These errors are usually caused by router or network settings.
Make sure AP isolation is turned off on your router, and any firewall features on your router that might block incoming connections to your speakers that work with Google Cast aren’t turned on.
- Check if your computer clock is out of sync with the current internet time. A useful site is Time.is, which reports the time difference between your computer and the actual time. If your clock is within several hours, you can skip the steps below.
- If you set your time manually, check it’s set correctly, including the time zone. If your clock shows the correct local time, but is set to a non-local time zone, this might be the cause of the issue.
- It’s recommended you turn on automatic time synchronization so your clock is always up to date.
Step 7: Factory reset your Herocast or Google TV Streamer
If you're still unable to cast
- Share feedback about your Google streaming device.
- Contact us for support.