Can not unlink older items from Google Home

[Nightmanhome]

I have most items in the house working with Google or native Google Apps in the home app. There is one older item that must have been linked a while ago and it remains offline and I cannot unlink the device. 

Under devices it states it is linked but offline and I can’t access it. Any idea how to remove. 

[virnab]

Hi Nightmanhome,

Thank you for reaching out to our community.

I'm sorry to hear that you're having trouble unlinking an old device from your Google Home app. Don't worry; I'm here to help.

To assist you better, please answer these questions:

1. Have you tried uninstalling and reinstalling the Google Home app on your mobile device?
2. Have you attempted to unlink the device using a different mobile device?
3. Could you please specify the type of device you're trying to remove?

Please let me know if you have any other questions.

Best regards,

Virna

[Nightmanhome]

Thanks. Tried all of these steps on a few devices. I have google home on about 7 devices. Should I be logging out on all of them or removing app? The device which is a Sony AV Receiver appears on all.
Seems to want to find the original network it was added on but I haven’t changed networks.  

[virnab]

Hi Nightmanhome,

Thank you for your prompt reply.

Based on the information you provided, I recommend removing the device directly from your

Google account. Please follow these steps:

1. Open your Google Account. You might need to sign in.
2. Tap Security.
3. In the "Your Devices" section, tap Manage all devices.
4. Tap the device you wish to sign out (Sony AV Receiver), then select the option Sign out.
    

Please let me know if you have any further questions.

Best regards,

Virna

[Nightmanhome]

Thanks. Went in there and the device does not appear. Seems it only appears on home. Also on home when I go to devices it just has it under “linked to you” it does not appear in a room and it also shows offline. 

[Nightmanhome]

 

[Guarcax]

Hi there!

Thanks for your reply.
I’m sorry for the inconvenience that you are having when trying to remove a device from your Google Home App. I understand that you have already followed some troubleshooting steps, but the TV is still appearing on your devices. No worries, help is here.

Here I send you some troubleshooting steps that can help you:

• Make sure the mobile device is connected to the same Wi-Fi or linked to the same account as the Google Home.
• Open the Home app.
• At the top right corner of the screen, tap the account icon.
• Verify that the Google account shown is the one linked to the device.
• To switch accounts, tap another account or add another account.
• Go to Settings, then hit on Google Assistant, then go to Manage all Assistant Settings, and finally hit on Home Control.
• Under the "Linked Services" section, tap the service partner that is having issues, click on the Unlink account, and then go to Unlink.

Tell me how it goes.

Regards,
Daniel.

[Nightmanhome]

Thanks tried it but this is not one of the linked services. In fact Sony is not one of the options. 

[virnab]

Hi Nightmanhome,

Thank you for your reply.

I apologize that despite following the previous troubleshooting steps, we haven't been able to successfully remove your Sony AV Receiver from your Google Home app.

As a last resort, we recommend reconnecting your AV Receiver, linking it to your Google Home app, and then unlinking it again.

Please let me know if this resolves the issue, and keep me updated.

Best regards,

Virna

[Nightmanhome]

Thanks but there is no link option for this product. 

Sony is not a choice on linked devices. 

[virnab]

Hi Nightmanhome,

Thank you for staying in touch with me. Here are the instructions on how to link and unlink your Sony AV receiver:

Link devices

1. Open the Google Home app 
2. Tap Devices Add Works with Google Home .
3. Select the device maker from the list.
4. To complete the setup, follow the in-app steps.

Unlink devices

1. Make sure that your devices are powered on.
2. Open the Google Home app 
3. Tap Settings Works with Google
4. Under Linked services, tap the devices that you want to disconnect, then select Unlink account..
5. Tap Unlink to confirm your choice.
    

Let me know how it's going.

 

Best regards,

Virna

[Nightmanhome]

As mentioned Sony does not have a link or unlink option in the “works with Google” category. I can access in devices and then press unlink from the settings but this is the error I get attached. 

[Nightmanhome]

 

[ovidioj]

Hi @Nightmanhome,

Thank you for your patience.
I appreciate the information you provided. To ensure proper connectivity, please verify the following:

• Verify your phone's connection to the same Wi-Fi network as your Google Home device.
• Mobile Hotspot: If necessary, try using a mobile hotspot to establish a connection.
• Restart Devices: Power cycle your phone and Google Home device.

Please let me know if these steps resolve the issue.

Regards, 
Jorge 

[Nightmanhome]

• Done many times. I have access to the home on WiFi and 5G

[ovidioj]

Hi @Nightmanhome,

I understand your frustration. I apologize for the trouble you're experiencing.
To assist you better, we'll need some additional information. I'm sending you a secure form where you can provide all the necessary details, and also please fill out all the information required.
Please make sure you leave your community thread and community username.

Here's the contact us form.

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Best regards,
Jorge 

[Nightmanhome]

Done