[Google Chromecast] KeithE:
Netflix Troubleshooting Transcript

Sorry if it's a bit long. Scroll down to the bolded text.

Keith

Thank you for contacting Netflix customer support.

Here is the transcript from your recent chat with customer support:

Netflix Joe

Awesome. Nice to meet you, Keith. How can I help?

You

I cannot get my Android phone to display the Chromecast button

Netflix Joe

Oh no, that definitely doesn't sound liek a fun thing to be dealing with. What kind of phone is it?

You

It is a LG Optimus L9 (P769) running Android Jelly Bean v4.1.2

You

I have the newest Netflix application installed

Netflix Joe

Awesome. Thanks for that info.

Netflix Joe

Just one sec while I dig up some info for us.

Netflix Joe

So Keith, is that chromecast and your phone on the same Network? We've got a troubleshooting article here Click Here for the article but it says the chromecast and the phone have to be on the same wifi network in order to communicate.

You

I also wanted to let you know that I have an older LG phone running an earlier version of Android and it works perfect with Chromecast and Netflix

You

I've read that article already as well

Netflix Joe

OK, cool. Glad to know your older phone is working.

You

The Netflix layout on the two phones is entirely different even though they are both on the same version of the Netflix app.

Netflix Joe

Yeah, the app varies from device to device based on the system specs of the device. It sort of optimizes itself.

Netflix Joe

So the phone and the chromecast are hooked up to the same wifi network?

You

they are on the same network. The phone that doesn't have the Chromecast button for Netflix does have the Chromecast button for both YouTube and Google Play Music

Netflix Joe

Good to know. Just a sec while I reach out to our research team about this.

I got them on the line now.

Netflix Joe

OK, they're asking to uninstall and reinstall the netflix app on the phone that isn't working.

You

about to do that now

Netflix Joe

Great, thanks.

Netflix Joe

Also are you able to download the chromecast app on that phone?

You

app is uninstalled, data and cache is cleared..about to reinstall...chromecast app is installed and operational on the phone

Netflix Joe

Awesome

You

app is reinstalled

Netflix Joe

Sweet, go ahead and try it again.

You

no chromecast button

Netflix Joe

OK, go ahead and go in the netflix app and scroll down to the bottom and get the version please.

You

chromecast app sees the chromecast device

You

2.4.0-216~40 [US/en-US]

Netflix Joe

OK, thanks.

Netflix Joe

And just to make sure, you are checking both the upper and lower right side of the screen for the cast button right? Kind of a silly question I know but just want to cover bases.

You

Yes, I have checked all corners

Netflix Joe

Cool, so they told me that they've seen this issue with a few LG phones and it's something with the phone not being read right by our system so they're looking into it right now to get it fixed and it should be working with your phone in the near future, they just added it to our tracker but the good news is one of your phone still works with the Chromecast right now and soon both will.

You

ok, thanks for letting me know that

Netflix Joe

Sure, no problem. Thanks for reporting the issue with us. Anytime there's a new device like this that comes out it takes a bit to work out the kinks and people like you really help speed that process along.

You

I understand. The device was only made available for sale on Wednesday, and I'm sure that you haven't been able to test every model of phone combined with every version of the OS

Netflix Joe

Yeah, for sure. Well can I help with anything else today Keith? It'd be a pleasure!