topic Re: Thread network not present when using Google Nest Hub Max in Speakers and Displays

Thread network not present when using Google Nest Hub Max

CplChef — Sat, 21 Oct 2023 06:49:32 GMT

Hi, when connecting Matter devices with Google Home (my brand new Google Nest Hub Max who should in theory act as a Thread Border Router), the Matter devices get detected and the process to add them and connects the device starts.

When I try to add the devices, it goes thru the process of detecting the correct device, it create the Matter identity, then connect, then verify the connection and at the end I get "Can't connect to the Thread Network NEST-PAN-****" message.

I've already tried to factory reset the device and the Google Nest hub Max many times. I've also uninstalled Google Home on my mobile phone. I've tried with 2 different mobile phones. Etc. I've also passe many hours chatting with Google Nest support. No success so far.

The interesting thing is I've installed the Nanoleaf App and in the setting it indicates NO THREAD NETWORK FOUND. How can I verify that the Thread Border Router on the Google Nest Hub Max is working corectly? Should I replace it? I see other users have reported this same problem in the last few weeks.

Re: Thread network not present when using Google Nest Hub Max

Muddi — Thu, 26 Oct 2023 22:59:28 GMT

Hello CplChef,

Thanks for sharing details about the issue here. I know how challenging it is when you're having issues connecting your Matter-enabled device to your Google Nest Hub Max. To confirm, have you set up your Matter-enabled device in the manufacturer's app? What is the current firmware version of your Nest Hub Max? What is the make and model of your phone/tablet?

Looking forward to your response.

Cheers,

Muddi

Re: Thread network not present when using Google Nest Hub Max

CplChef — Fri, 27 Oct 2023 00:46:20 GMT

Hi, this is a Matter device; therefore, it doesn't need a manufacturer app. In fact, this device is not even listed an any of the Aqara app because it is a Matter device.

The Nest Hub Max is brand new:

- Version Fuchsia: 12.20230611.1.67

- Software version: 53.110.0.549404370

I've tried to connect with Google Home on 2 mobile devices: Samsung S23 and Samsund S8. Same result.

I'm have the lastest version of Google Home.

Re: Thread network not present when using Google Nest Hub Max

Muddi — Fri, 27 Oct 2023 15:24:41 GMT

Hi CplChef,

Thanks for the information. What specific Matter-enabled device do you have? If you're trying to connect an Aqara device, you will need an Aqara hub that will be able to support Matter and connect with other third-party Matter devices. You can find more information on Aqara's website: Aqara Releases Details around its First Matter-compatible Devices

Also, setting up your Matter-enabled device in the manufacturer’s app (if there is one available) is needed to share device access with the Google Home app.

Here's another link that will be helpful to you: Manage Matter-enabled devices in the Google Home app

Cheers,

Muddi

Re: Thread network not present when using Google Nest Hub Max

CplChef — Sat, 28 Oct 2023 07:44:28 GMT

Hi, again this is a Matter device and therefore it doesn't need a manufacturer app. Matter devices should be able to connect to a Thread border router. I have a Google Nest Hub Max and it is supposed to be a Thread border router.

Re: Thread network not present when using Google Nest Hub Max

MarkP58 — Sat, 28 Oct 2023 15:50:32 GMT

I could be wrong but I think what he is saying is the matter support is via the Aqara Matter enabled Hub and so using the Aqara App to manage the devices settings including matter mode/support. Similarly when setting up my Aqara devices for Apple you can either use HomeKit to scan in QR code or Enable HK via Aqara App? Just a thought..

Re: Thread network not present when using Google Nest Hub Max

Muddi — Sat, 28 Oct 2023 20:15:27 GMT

Hey MarkP58,

Exactly! I appreciate your help.

Cheers.

Muddi

Re: Thread network not present when using Google Nest Hub Max

BeholdersEye — Thu, 09 Nov 2023 12:49:26 GMT

I'm also having issues with thread on Max hub... I have already connected several thread devices and was working... Now all the thread devices are showing our OFFLINE!!! How is that possible and how do I reconnect the thread devices???

Re: Thread network not present when using Google Nest Hub Max

Muddi — Sat, 11 Nov 2023 23:38:44 GMT

Hey BeholdersEye,

Sorry to hear that. To confirm, did you add your Matter-enabled device to the manufacturer’s app? If so, what app is it (e.g. Google Home, Amazon Alexa, etc.)? What is the make and model of your mobile device?

Cheers,

Muddi

Re: Thread network not present when using Google Nest Hub Max

BeholdersEye — Wed, 15 Nov 2023 17:37:40 GMT

I have mujoy matter over thread light bulb, and onvis matter over thread smart plug... Both are plugged in and reading as off line on Google Home app...

But can control in aidot app and onvis has no app that I can find...

Re: Thread network not present when using Google Nest Hub Max

Muddi — Fri, 17 Nov 2023 22:34:40 GMT

Hello BeholdersEye,

To confirm, have you been able to control your devices using voice commands? If not, I would suggest removing and re-adding your devices through the Google Home app. This can help refresh the connection between your devices and the app and hopefully resolve any issues you may be experiencing.

Keep us posted.

Cheers,

Muddi

Re: Thread network not present when using Google Nest Hub Max

CplChef — Mon, 27 Nov 2023 02:32:12 GMT

Hi, no this is incorrect since Matter devices do not need Aqara app nor Aqara hub. In my topology, I have a Google Nest Hub Max that is a Thread Border Router. So it should be sufficient.

Re: Thread network not present when using Google Nest Hub Max

CplChef — Mon, 27 Nov 2023 02:33:34 GMT

Hi, no this is incorrect since Matter devices do not need Aqara app nor Aqara hub. In my topology, I have a Google Nest Hub Max that is a Thread Border Router. So it should be sufficient.

Re: Thread network not present when using Google Nest Hub Max

CplChef — Mon, 27 Nov 2023 02:34:10 GMT

Hi, no this is incorrect since Matter devices do not need Aqara app nor Aqara hub. A Google Nest Hub Max that is a Thread Border Router. So it should be sufficient.

Re: Thread network not present when using Google Nest Hub Max

Skersh — Thu, 30 Nov 2023 02:09:17 GMT

I've having this issue as well trying to connect an Eve Energy Matter/Thread smart plug to my Nest Hub Max.

Steps to reproduce:

plug in Eve Energy smart plug into the wall
Using Google Home app add a new device using the "New Device" link, not "Works with Google"
Select Eve smart plug from the list of found devices
Scan the Matter QR Code on the Eve device
Allow Google Home to establish Matter Credentials
The connection fails between Nest Hub Max and Eve plug

Google lists the Nest Hub Max as a Thread Border Router on this support page , and Eve documents Nest Hub Max as a compatible Thread Border Router as well here. Eve does not have an Android app or a "3rd party hub". As I understand it, and as @CplChef mentioned a few times before, the Nest Hub Max should be enough.

Nest Hub Max firmware: 14.20230831.4.67

---

Edit: I came back a few hours later and tried again to pair my devices. This time I had no issues pairing my thread enabled plugs with my Nest Hub Max.

Re: Thread network not present when using Google Nest Hub Max

CplChef — Thu, 30 Nov 2023 05:53:00 GMT

I'm happy you were able to make it workon your side. It still doesn't work for me and I have the same firmware. I'm on this issue for 2 months now without any proper support for Google Nest and Aqara...

Re: Thread network not present when using Google Nest Hub Max

Muddi — Sun, 03 Dec 2023 02:02:49 GMT

Hey CplChef,

To confirm, do you currently own an Aqara Hub? Please note that while some matter-enabled devices have their own manufacturer's apps, others don't. Aqara has a native app, so it's necessary to first set up the device on their app in order to manage device settings, including matter mode/support. If you need more information, you can check out this link from the Aqara website, which provides details about their first Matter-compatible devices.

Cheers,

Muddi

Re: Thread network not present when using Google Nest Hub Max

CplChef — Sun, 03 Dec 2023 02:52:17 GMT

Hi, no and it is not required since this is a Matter device. It doesn't need a manufacturer app nor hub. It's supposes go connect directly to Google Nest Hub Max. The 'Aqara Door and Windows Sensor P2' is a Matter device and is not listed in the Aqara app. Even Aqara confirmed all it needs is the Google Nest Hub Max (that is acting as a Thread Border Router).

Re: Thread network not present when using Google Nest Hub Max

Muddi — Mon, 04 Dec 2023 15:59:15 GMT

Hi CplChef,

Understood! I'll go ahead and escalate this to our higher tier of support. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

Re: Thread network not present when using Google Nest Hub Max

CplChef — Tue, 05 Dec 2023 00:53:32 GMT

Done. I've completed the form and submited it.