topic Re: Devices Offline in Home App in Apps / Account

Devices Offline in Home App

Nona0928 — Mon, 16 Jan 2023 11:04:43 GMT

Most of my devices ar offline in the app only. I have 3 thermostats and my doorbell is offline as well as a mini but they are all working and connected to WiFi just not in the app. I have taken the app off and put it back on. I took my doorbell out the app and tried to add it back but didn’t understand how. I am using the new preview mode not sure if that is the issue. It has been more than 2 days now. None of the Google Help helps because it only hears towards if your devices are offline. Help.

Re: Devices Offline in Home App

MsDrasby — Mon, 16 Jan 2023 20:32:00 GMT

Make sure the iOS device is connected to the same Network as the thermostats and doorbell.

Re: Devices Offline in Home App

Jhonleanmel — Thu, 19 Jan 2023 20:04:17 GMT

Hey folks,

We appreciate your help here, MsDrasby.
Nona0928, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

Re: Devices Offline in Home App

Nona0928 — Thu, 19 Jan 2023 20:10:04 GMT

Yes, I still need help. Nothing is working. I disconnected my doorbell and tried to reinstall but it doesnt show me how if the doorbell is already working.. There are many devices not working....doorbell, thermostat and speakers and this is also the same for my daughter... I am on the same WiFi they just stopped working one day. all of these devices are working.

Re: Devices Offline in Home App

MsDrasby — Thu, 19 Jan 2023 20:37:55 GMT

Are multiple Google accounts being used with the same Google home?

If so, were all the devices set up under one Google account?

Re: Devices Offline in Home App

Nona0928 — Thu, 19 Jan 2023 20:49:48 GMT

I set the account up under my account and invited my daughter to grant her access.. All devices were set up under one account.

Re: Devices Offline in Home App

Mlabrador — Fri, 27 Jan 2023 01:24:44 GMT

HI folks,

Chiming in — could you fill out the form and let me know once done?

Thanks for the help, MsDrasby.

Best,

Nikki

Re: Devices Offline in Home App

Mlabrador — Mon, 30 Jan 2023 03:13:35 GMT

Hi all,

Just wanted to check if you still need help and saw my response above?

Best,

Nikki

Re: Devices Offline in Home App

Nona0928 — Mon, 30 Jan 2023 16:18:36 GMT

Yes, still need help. Still having issue. Called customer service no help... Thinking of getting rid of all google devices. If this is what customer service is like. The guy I spoke to had no clue how to help me. I was able to get my doorbell back online by removing and reinstalling. But I have 4 other devices offline. I would hate to have to do that with all of them. and why did this happen at all and can we prevent this from happening again?

Re: Devices Offline in Home App

Mlabrador — Mon, 30 Jan 2023 20:36:37 GMT

Hi Nona0928,

I'm sorry you have to go through this. Could you fill out the form and let me know once done?

Best,

Nikki

Re: Devices Offline in Home App

Princesss — Thu, 02 Feb 2023 22:34:42 GMT

Hi Nona0928,

Chiming in-- have you had the chance to fill out the form?

Best,

Princess

Re: Devices Offline in Home App

Azarco — Mon, 06 Feb 2023 16:22:41 GMT

Hello there,

We know you have other things to do. Let us know once you fill out the form above so that we can further assist you.

Thanks,

Alex

Re: Devices Offline in Home App

Azarco — Thu, 09 Feb 2023 16:49:50 GMT

Hey Nona0928,

One quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the Community and we’ll be happy to help.

Regards,

Alex