topic Re: Remove broken device in Speakers and Displays

Remove broken device

lgbainbridge — Mon, 29 Nov 2021 23:58:04 GMT

One of my Google Nest Audio speakers broke and I am trying to remove that device from my home. I am unable to remove through the typical method as the device is broke and no longer connected (it won't power on). If I open the device on the iphone app it shows as disconnected (as it should) and I am not provided any options / not able to click on the gear icon. How do I remove this device so I can re-use my old device name?

Re: Remove broken device

GarrettDS — Fri, 03 Dec 2021 18:50:31 GMT

Hey there,

Sorry to hear about the broken device and that troubles you're having with removing the device, but I'm happy to help.

The steps to remove a device from your Google Home app are:

Select the device, tap the Settings icon, and choose Remove device > Remove.
Unlink a device: Select the device > Unlink [device name] > Unlink.

Please let me know if you have any other questions.

Best regards,

Garrett DS

Re: Remove broken device

lgbainbridge — Sat, 04 Dec 2021 00:19:20 GMT

This is not possible. As I stated in my request the device is broken and no longer connected. When I click settings on the device (ie the gear icon) I receive a notification: “unable to access device settings”

Re: Remove broken device

GarrettDS — Mon, 06 Dec 2021 22:11:29 GMT

Hey there,

Since the device is broken, you may need to contact customer service and see if you are able to get a replacement device.

Please let me know if you have any other questions.

Best regards,

Garrett DS

Re: Remove broken device

lgbainbridge — Tue, 07 Dec 2021 00:35:41 GMT

Already bought a replacement. Just need to remove old one

Re: Remove broken device

GarrettDS — Tue, 07 Dec 2021 18:27:32 GMT

Hey there,
Please let me know if you need any further help on this as I will be locking this in 24 hours.

Have a great day.
Garrett DS

Re: Remove broken device

lgbainbridge — Wed, 08 Dec 2021 00:47:50 GMT

This is not resolved-of course I need more assistance. My question still remains - how do you remove a non connected device? See thread for details.

Re: Remove broken device

GarrettDS — Wed, 08 Dec 2021 21:31:26 GMT

Hey there,

Sorry I must've misunderstood the situation.

You can remove the device from the home by using these steps.

Select the device you want to remove.
On the device screen, tap the Settings icon in the upper-right corner. ...
Select Remove device and then confirm the removal by choosing Remove.

Please let me know if you have any other questions.

Best regards,

Garrett DS

Re: Remove broken device

lgbainbridge — Thu, 09 Dec 2021 01:51:32 GMT

GarrettDS - I feel like you aren’t reading what I originally posted. This is not possible for a non-connected device. In google home app, click device then click settings does nothing. “Unable able to access device settings” is the only message that appears since google home can’t communicate with the device.

your steps do not address my issue

Re: Remove broken device

GarrettDS — Thu, 09 Dec 2021 17:35:46 GMT

Hi there,

Apologies that you feel like that.

You can try to create a new household and then move the device to that household, then delete the household altogether if you don't have the ability to unlink or remove the device normally.

Please let me know if you have any other questions.

Best regards,
Garrett DS

Re: Remove broken device

lgbainbridge — Fri, 10 Dec 2021 02:17:06 GMT

Unfortunately unable to do that either. Can only edit/move connected devices. Still stuck unable to remove this device.

Re: Remove broken device

GarrettDS — Fri, 10 Dec 2021 19:20:17 GMT

Hey there,

As you are able to move a device, you can move the device to a different household within the app.

Please let me know if you have any other questions.

Best regards,

Garrett DS

Re: Remove broken device

lgbainbridge — Sat, 11 Dec 2021 01:25:55 GMT

Hi Garrett can you explain the specific steps to do so. I created a second home and the device can not be moved to the home as it is disconnected- perhaps you know specific steps to do so for a disconnected device that I am not aware of. The dis connected device doesn’t show up as an available device in the new home and setting a chess is not possible.

Re: Remove broken device

GarrettDS — Mon, 13 Dec 2021 18:59:43 GMT

Hi there,

Apologies for the confusion on my end, it appears that removing a disconnected device is something that can not happen. It appears that you can only remove devices that are currently connected to the home and are not greyed out. I appreciate you taking the time to go through the troubleshooting steps with me on this. Feedback like this helps us constantly improve our products and services by knowing what we are doing right and what we can work on.

Please let me know if you have any other questions or concerns.

Best regards,
Garrett DS

Re: Remove broken device

GarrettDS — Thu, 16 Dec 2021 21:24:14 GMT

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS

Re: Remove broken device

lgbainbridge — Fri, 17 Dec 2021 05:14:26 GMT

I just want to confirm what I think I am hearing:

there is no way to remove the device since it is disconnected and cannot reconnect. I am stuck with the device in my “home” until Google decides to prioritize a capability to remove disconnected devices.

Re: Remove broken device

GarrettDS — Mon, 20 Dec 2021 19:19:46 GMT

Hey there,

Sorry to hear that you're still having the issue, I know it's frustrating. Since we've gone through all the troubleshooting steps and the paths to remove the device, since it's broken it seems like we are going in a circle at this time. As stated, I'm happy to take the feedback and pass it forward as well. I would also suggest sending feedback through the app through this link so that our engineering team can investigate this further.

Please let me know if you have any other questions.

Happy Holidays,

Garrett DS

Re: Remove broken device

GarrettDS — Mon, 27 Dec 2021 21:27:39 GMT

Re: Remove broken device

GarrettDS — Tue, 28 Dec 2021 18:36:41 GMT

Hey folks,
It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Garrett DS