Cannot unlink Twinkly device

[RadeM]

Hey,

A while ago my wife added Twinkly lights to our Google Home. However recently I updated the firmware of the device and now it’s listed as “Offline” in the Google Home app. I am able to control the lights via its official app. 

When I try unlinking the device from Google Home app nothing happens. I keep tapping on “Unlink” label but exactly nothing is happening. This is also the case on my wife’s Google Home app. We both use iPhones. 

Is there a way to somehow restore connectivity or to force remove device from Home app?

[GarrettDS]

Hey there RadeM, 

Sorry to hear about the issue that you're having with unlinking the device, I'm sure it might be a little frustrating, but I'm happy to look into this. 

First off, try using the below steps. 

1. Locate and select the device you want to remove in the Google Home app.
2. Look for and tap Unlink device name from the device settings.
3. Confirm you want to remove the device from this manufacturer by tapping Unlink.

You can also try deleting the Home or Household if you don't have any other devices that are linked to that household. Note: when you delete the Home or Household from the app, all devices attached will be removed as well.

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

Best regards, 

Garrett DS

[RadeM]

Hey Garrett,

Thank you for reminding me. 

I tried the steps you've described, but nothing is happening at step #2.

Here is the video of what is happening:

https://imgur.com/a/B0EZarX

Not that "Twinkly" without any suffix is that old instance of the device, and "Twinkly_D56E51" is the new instance of the device.

I think you can see in the screengrab that I have quite some devices and I cannot remove entire Household 😐

Do you have some other ideas on how to remove this entry from my home?

[GarrettDS]

Hi there RadeM, 

I'm so sorry to hear that you're still having issues with this. You can possibly try to factory reset the Twinkly device to see if that helps to remove it, but as I'm not familiar with their devices I can't guarantee that it will work. 

The only other option would be to delete the household and create a brand new one. 

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

Best regards, 

Garrett DS

[GarrettDS]

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

[GarrettDS]

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

[RadeM]

Hey Garrett,

That's OK.

Just to let you know that resetting the device did not change anything. And deleting home is also not an option as I would spend too much time adding devices again. I anyways have to move soon so that won't be an issue in next six months or so. 

What I did is to put the problematic instance of the device to a non-existent room so now I can use voice commands like "Turn on all lights"  and not having Google complain about unreachable device. 

Thanks so far. 

[GarrettDS]

Hey there RadeM, 

I'm so sorry that you're still experiencing issues with this. I have sent this to our engineering team to see if they know of any other issues or workarounds that might be able to help us in this situation. 

I appreciate your patience on this. 

Best regards, 

Garrett DS

[GarrettDS]

Hey there,
Just wanted to jump in here to check to make sure that you saw the response from PE. Shoutout and huge thank you to PE for the help here. 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
 

[GarrettDS]

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