topic Re: Google Home App in Apps / Account

Google Home App

electrikcheez — Sat, 04 Sep 2021 23:18:03 GMT

Hello,

I have been using the Google Home app for a while, but there is a problem now in connecting my main account with the Google Home app.

I did a hard-reset on my Nest Wifi Router and Point, as well as, create a dummy gmail account.
I also did a factory reset on my pixel 4 phone.

After all this, when my phone was reset, I downloaded the Home app and started to create a 'home' using my dummy gmail account.

Everything is working, so there must be something wrong with my main account linking with Google Home.

It's great that there's a temporary solution, but it saddens me to know that my decades-long main history and information is not linked through my Google Home environment.

Could you provide some solutions or fixes?

I've investment a lot in creating my Google Home automation set-up and would really appreciate your help.

Re: Google Home App

Myke — Thu, 09 Sep 2021 03:02:09 GMT

Know bug since 2018. I personally have had an open ticket for three months with no fix or ETA for a fix provided.

"oops, we're having trouble loading this screen. Please ensure that you are"

Marek — Sun, 12 Sep 2021 22:24:21 GMT

Do you have any solution to this problem with Google home app?

Getting only "oops, we're having trouble loading this screen. Please ensure that you are"

Re: Google Home App

Jeran — Thu, 16 Sep 2021 17:40:58 GMT

Hey there electrikcheez,

I'm real sorry about the late response, I appreciate your patience! Are you still having these account issues? If so, I'd be happy to help figure out this issue. I'll just need to ask you some questions:

When did you first experience this issue?
Do you get an error message when you try to log in with your main account?
Are you able to sign in to your main Google account outside the Google Home app?

Get back to me when you can, so we can resolve this problem! I look forward to your response, and if you had any other questions or concerns, please let me know!

Best regards,

Jeran

Re: Google Home App

electrikcheez — Wed, 15 Sep 2021 22:45:32 GMT

Hello,

Thank you for your reply, much appreciated. I started noticing this issue on 08/29/2021.

I had an existing Nest Hub Max that I had running through the Google Home app, I had been using this device since mid-June.

On 08/29/2021, I started setting up the Nest Cam settings via the Nest Hub Max and the Google Home app. When it was time to scan the barcode, the app kept crashing and I had to restart the Nest Hub Max. After a few tries, I was unable to see or do anything with the Google Home App; when I would launch the app, none of my devices showed up and when I tried to click anything, it wouldn't allow me to change anything.

I created a dummy gmail account and l was able to recreate my entire Google Home automation set-up perfectly fine, but when I tried to 'switch' to my main google account, the same blank screen.

I have found no other issues using my main google account elsewhere.

Re: Google Home App

Myke — Wed, 15 Sep 2021 22:54:32 GMT

I have the same issue. I've had a support ticket open for three months and dealt with four senior specialists. If you search, you will see many other users with the same problem dating back to 2018. Support will tell you to use an alternate account until the issue is fixed but no fix is likely coming. Good luck.

Re: "oops, we're having trouble loading this screen. Please ensure that you are"

GarrettDS — Thu, 16 Sep 2021 15:58:29 GMT

Hey there Marek,

Sorry to hear about the error message that you're getting, I know it can be confusing, but I'm happy to look into this for you.

I suggest removing the access from Google to 'Google Assistant Enabled Devices' on the following account site:

https://bit.ly/3kms7Kp

Once this happens the default home will disappear or be deleted, and you'll have to install another new home, but it should work for you.

Please let me know if you have any further questions.

Best regards,

Garrett DS

Re: Google Home App

Jeran — Thu, 16 Sep 2021 18:27:59 GMT

Of course! Now, when you try to log in with your main, would you be able to show me a screenshot of what's happening? Also, aside from setting up that Nest Cam via the Nest Hub Max, did you make any recent changes to your account or your Google Home setup?

Thank you for your patience,

Jeran

Re: Google Home App

electrikcheez — Thu, 16 Sep 2021 19:59:25 GMT

Hello,

I've attached 2 screenshots of my Google Home app front page.

Here is from my main account 😞

https://drive.google.com/file/d/1DlOncnjHkGpkd58dENKj32PHkYXlGaK-/view?usp=sharing

Here is a screenshot from my dummy account 😞

https://drive.google.com/file/d/1Dfr6hmelzHUq7XqFQCAmC5GTbjJGobe9/view?usp=sharing

At one point, I had my main account look exactly like the dummy account.

I haven't made any changes to my main account. Every device was linked, both google products and devices from other companies. Everything broke down when trying to set up the Nest Cam settings.

I feel like there is still a lingering miscommunication between my main account and the Google Home app that needs to be disconnected and restarted.

Re: Google Home App

Jeran — Thu, 16 Sep 2021 20:54:16 GMT

Hey there electrikcheez,

I'm not able to access your Google Drive, unfortunately. Would you be able to attach the image directly to a forum post? There should be an option when you post that's a camera called Insert Photos. That way don't need to have me access your Google Drive!

Thank you,

Jeran

Re: Google Home App

electrikcheez — Thu, 16 Sep 2021 20:55:21 GMT

Home App Not Loading

Dharmapunk — Sun, 19 Sep 2021 19:21:53 GMT

Hi folks.

My Google Home app does not work on my new Oneplus9 after my previous phone died. I have uninstalled and re-installed multiple times, cleared cache and storage etc. My Home devices all work fine via voice commands, but when it opens on my phone it is just blank and then I get a message saying: "'Oops, we're having trouble loading this screen. Please ensure that you are connected to the internet and' and that is as far as the message goes! I have one Google account with email etc. and all my home devices are linked to that account. I can control my devices from my phone. So, for example, I can link to my speakers via Spotify and control from there. Only issue is I cannot see the devices in Google home and change any settings etc.

Has anyone else encountered this and if so, is there a solution or way to fix it? Any help really appreciated, thanks.

Re: "oops, we're having trouble loading this screen. Please ensure that you are"

MikeL — Mon, 20 Sep 2021 12:01:27 GMT

Hi Garrett

I'm having the same exact problem. I don't have an entry for Google Assistant Enabled Devices on the page you linked. How else can I go about deleting the corrupted default home?

Re: "oops, we're having trouble loading this screen. Please ensure that you are"

GarrettDS — Mon, 20 Sep 2021 17:31:16 GMT

Hey there MikeL,

Have you tried uninstalling and reinstalling the app? What troubleshooting steps have you tried?

I look forward to your response.

Best regards,

Garrett DS

Re: "oops, we're having trouble loading this screen. Please ensure that you are"

MikeL — Mon, 20 Sep 2021 23:34:20 GMT

Hi Garrett

I have tried clearing data on the Home app and uninstalling and reinstalling.

If I log in with a secondary account, I do not get the error message. Based on my research, it appears my primary account has been somehow corrupted. The only users who have ever reported the issue being fixed had an engineer specifically clear the bad data assisted with their account on the server side.

I look forward to your response. I have been dealing with this problem for more than three months and see similar complaints from users dating back to 2018.

Thanks

Re: Google Home App

CHLAA — Wed, 22 Sep 2021 11:55:38 GMT

I have the same problem. It happened to two accounts using my home setup. Creating a new dummy account is my current only solution and far from ideal. Spent hours on Google support with no other resolution. I expect it is some corruption in the original home setup but there is no way to delete this and renders any accounts associated with it unusable

Re: Home App Not Loading

CHLAA — Wed, 22 Sep 2021 12:02:14 GMT

I have the same problem. My current solution is to create a new dummy Google account and set up a new home for the devices there. It's not a good solution and Google support were not much help. I think the old home setup has become somehow corrupted and as it is associated with your account it stops the home app loading. Hopefully someone will come up with a way to delete old home setups outside the app?

Re: Google Home App

MikeL — Wed, 22 Sep 2021 12:06:42 GMT

Exact same issue here. I have had an open support ticket for three months with no solution.

Re: Google Home App

CHLAA — Wed, 22 Sep 2021 12:25:17 GMT

I was hoping it was a relatively recent issue and affected lots users so it would be prioritised for fixing. Having done some searching for solutions it would appear this is the only forum with it mentioned.

Re: Google Home App

MikeL — Wed, 22 Sep 2021 13:30:19 GMT

No. Sorry to disappoint but my research shows this issue has been around in some form or another since 2018. Here are only a few of the inks that I managed to find:

https://support.google.com/assistant/thread/614742/my-google-assistant-wont-load-the-home-page-get-opps-we-re-having-trouble-loading-the-screen-err?hl=en (November 2018)

https://support.google.com/assistant/thread/52223870/oops-we-re-having-trouble-loading-this-screen?hl=en&msgid=52223870 (June 2020)

https://support.google.com/googlenest/thread/85111371/how-can-i-fix-the-oops-we-re-having-trouble-to-load-this-screen-issue-in-the-home-app?hl=en (November 2020)

https://www.reddit.com/r/googlehome/comments/lgrr3g/google_home_app_not_working_since_a_few_days_ago/ (March 2021)

https://www.reddit.com/r/googlehome/comments/gzcimy/where_do_we_go_for_support_for_the_home_app/ (August 2020)

https://support.google.com/assistant/thread/1492915/help-please-can-t-delete-corrupt-google-home-data?hl=en (November 2018)

And here are three more users reporting the issue since the new community forum opened:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/quot-oops-we-re-having-trouble-loading-this-screen-Please-ensure/m-p/9411

https://www.googlenestcommunity.com/t5/Apps-Account/Home-App-Not-Loading/m-p/13738

https://www.googlenestcommunity.com/t5/Apps-Account/Google-Home-app-not-working/m-p/2911

The only users I found that ever reported the issue being fixed were lucky enough to have a google engineer access their account directly and manually delete whatever corrupted data was present. When I asked if that could be done for my account, I was essentially told no.