topic Re: Nest disconnecting itself overnight in Apps / Account

Nest disconnecting itself overnight

LiamB — Sat, 04 Jun 2022 20:50:58 GMT

I am having the same issue as this linked thread.

I have tried all the same trouble shooting steps and still no luck.

https://www.googlenestcommunity.com/t5/Apps-Account/Google-nest-speaker-getting-deleted-in-the-middle-of-the-night/m-p/124866

Re: Nest disconnecting itself overnight

Azarco — Wed, 08 Jun 2022 20:25:41 GMT

Hey LiamB,

I know how it feels when something isn’t working the way it should, let's sort it out.

A few questions:

How long did the device work before the connectivity issue started?
What's the exact message you're getting on your Nest Mini when it disconnects to your network?
Does it automatically connect back or do you need to reboot or reset the device?
How many times are you encountering this type of issue?
Do you have other Google Nest speakers? If so, are you getting the same result?

Could you try checking the Google Home App feed history to check if there is any recorded activity of the device being unlinked from the Google Home app? Also, what's the cast firmware version of your Nest Mini?

Thanks,

Alex

Re: Nest disconnecting itself overnight

LiamB — Mon, 13 Jun 2022 06:34:04 GMT

No worries, happy to help debug!

- The device was working fine for about 3-4 years, we got it free through a promotion.

- The message says "Device Removed" "Kitchen speaker - <my email> removed it from your home"

- We need to re-run the setup process to get the device working again.

- We've had to reconnect it about a dozen times, it seems to happen overnight.

- No, and cannot tell.

What's interesting is I get a notification that my partner removed the device from the Home, and my partner gets a notification that I removed the device – and it only happens overnight.

Re: Nest disconnecting itself overnight

Azarco — Mon, 13 Jun 2022 18:56:27 GMT

Hi LiamB,

Thanks for all the information. Please provide the current firmware version of your device.

To check which firmware version you're on, follow these steps:

Open the Google Home app.
Touch and hold your device's tile.
Tap Settings > Device information.
Under "Technical information," check for Cast firmware: "X.XXX.XXXXX.

Also, please replicate the issue, and make sure to send feedback using the keywords: "GHT3 [Home Mini, Nest Mini, Nest Audio] automatically unlinking and note in your feedback if you have attempted to perform a factory reset and how frequently your device unlinks." For more instructions on how to send feedback via your Google Home, please click this link.

Best,

Alex

Re: Nest disconnecting itself overnight

LiamB — Wed, 15 Jun 2022 20:54:55 GMT

Thank you, I have submitted the report.

Also the versions are:

System firmware version: 299498
Cast firmware: 1.56.299498

Re: Nest disconnecting itself overnight

Azarco — Wed, 15 Jun 2022 21:20:13 GMT

Hey LiamB,

Thanks for the additional information.

We'd like to take a deeper look into this — could you fill out this form and let me know once you're done?

Best,

Alex

Re: Nest disconnecting itself overnight

Azarco — Mon, 20 Jun 2022 16:44:40 GMT

Hey LiamB,

Checking back in — have you had the chance to fill out the form?

Thanks,

Alex

Re: Nest disconnecting itself overnight

LiamB — Tue, 21 Jun 2022 05:00:44 GMT

Hey, I tried but it tells me "Refresh this page and try again. Sorry, there was a problem with the form."

Re: Nest disconnecting itself overnight

Azarco — Tue, 21 Jun 2022 16:54:23 GMT

Hey LiamB,

Yikes! Could you please try using a different browser or a different device to fill out the form?

Regards,

Alex

Re: Nest disconnecting itself overnight

LiamB — Tue, 21 Jun 2022 22:48:33 GMT

I've tried on a few different devices, no luck.

There's an error in the json response (amongst more noise): The request is ineligible. Follow go/case-creation#eligibility to resolve.

Re: Nest disconnecting itself overnight

Azarco — Tue, 21 Jun 2022 22:56:07 GMT

Hey LiamB,

Sorry about that. I just created a case for you. We'll be reaching out to you via email and let's continue working on your concern through that channel. Let us know once you receive it.

Best,

Alex

Re: Nest disconnecting itself overnight

Azarco — Fri, 24 Jun 2022 23:00:53 GMT

Hey LiamB,

I can see that our senior specialist already sent you an email. I’ll go ahead and lock this thread in 24 hours. If you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.

Thanks,

Alex