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Corrutped Nest/Home structure + bonus forum issue

BrianTheB
Community Member

Hello everyone, 

So I have a glitched Nest Structure that I cannot see in Google Home. I can't delete from Nest (nothing happens) and I can't upgrade it to Nest Aware plus which I really need. But I can see that structure in Google Store.
I tried things like loggin in and out, updating the app and the rest of the basic troubleshooting.  I also wanted to reply to an existing post but I'm not getting a confirmation email. So I can only post which I just did. I would really appriciate any help because I'm using Nest Cams for my business as a security measure. 

12 REPLIES 12

GarrettDS
Community Specialist
Community Specialist

Hey there,
I understand that this issue can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?

Please let me know.

Best regards,
Garrett DS
 

Here's the thread that mentioned trying an old app version. https://www.googlenestcommunity.com/t5/Apps-Account/Google-Home-App/m-p/19845/highlight/true#M1727
And I still am unable to reply in any thread except mine. 

GarrettDS
Community Specialist
Community Specialist

Hey there Brian, 

Thanks for letting me know what steps you have tried on this, I'm sorry to hear that you're still having issues with your Home app though. Have you tried completely deleting the Household within the home app and creating a new one?

 

I would suggest trying that and letting me know how that goes for you.

 

Best regards, 

Garrett DS

Garret,

Please see my reply to the thread bellow. 
That house we're taking about doesn't exist in Home App. Only Nest App and Google Store. 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Sorry to hear about the issues you're still having on this. 

Have you tried uninstalling and reinstalling the apps and clearing the cache and cookies on the app?

 

Please let me know if you have any further questions. 

Best regards, 

Garrett DS

Yes, tried that. The problem is not with cache or cookies because this was tried on different devices. I can't even figure out what is causing the problem. Is it Nest not communication with Google Home or Google Home not showing the structure I want to delete. No idea what to do. 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

I'm so sorry that you're still experiencing this issue and it has been over a month. Do you happen to have the case ID that they provided you with when you contacted support? I'm happy to take this and get this escalated to a higher tier of support so that they can work on this. 

 

I look forward to hearing from you. 


Best regards, 
Garrett DS

Hello Garrett,

That would be awesome! Here's the id 8-9391000032501. It's been more than a month since the case was started. 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Apologies for the late response as we have been looking further into this. Thanks for giving me that information. It appears that this may be a bug and we are working with our engineering team to investigate the issue. 
 

The engineering team would like you to send feedback directly to them through this link so that they can investigate this further.

 

Please let me know if you have any further questions.

 

Best regards, 

Garrett DS

Got it. Thank you

GarrettDS
Community Specialist
Community Specialist

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS
 

BrianTheB
Community Member

Hello,

Yes I still need help on this. Nearly one week later Nest Support hasn't reached out to me. It's been a month since the case has been started. 
Here's what I tried: updating, deleting, reloading Nest and Home apps. Creating a Google Home with same name and address as the Next structure and deleting. The idea was it will somehow get connected to that glitched structure and delete them both. Also tried doing this from a different smartphone and PC. Also tried using an old version of Google Home which sometimes shows old/glitched devices and homes that can be invisible and hard to delete in the new app. Didn't work because the old app was not conneting to wifi on any smartphone I tried. 
So nothing Nest guys suggested worked and they didn't give me update since the case was started 26 days ago.