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Deleted home structure, which gave me an error, and now can not use nest aware

abellaj
Community Specialist
Community Specialist

Disclaimer: This thread was migrated from our previous version of the Google Nest Community.  You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community. 

Original Poster😛 Fino

Paid for a non-refundable Nest Aware which is currently linked to my "Home" structure in the Google Home app. I ended up having some issues and eventually tried to remove the Home structure, but got the error: Problem connecting to cloud. If I create a new structure, I cant delete that either. Tried both Android and iOS apps. 

 
If I go to Google Home, Home, settings, Nest Aware, I get the Problem connecting to cloud error. If I open the nest app, I can try to add a new structure, I see all of the structures including the Home one from Google Home, but it never adds it to the nest Homes. I can not get the structure that my nest subscription is tied to into Nest. 
 
Support has not been helpful yet. I've had to answer about 4 times that I already tried on both android and ios apps.
3 REPLIES 3

Brad
Community Specialist
Community Specialist

Hi there,

 

Sorry for my late response. Thank you for all of your patience while waiting for a reply. I just wanted to make sure that your issue is addressed. I can imagine this has been quite the frustrating situation for you. I am sorry for that, but I would love to look into this further for you.

When it comes to Nest Aware, I wouldn't be able to transfer any services for you unfortunately. You would essentially need to cancel that sub and resub again once you have figured out your home/structure. As for the other issues you are getting with this connecting to cloud error, make sure that your firmware is updated on the apps, and try using the online format to make changes if the app is not working for you. 

 

I would also suggest that you restart your devices, make sure they are connected to your network and then try again. Because your original home/structure was deleted or changed, you may need to factory reset your devices so you can add them back into your new account. Sorry for this inconvenience! But please let me know if you need further assistance.

 

Best Regards,

Brad.

GarrettDS
Community Specialist
Community Specialist

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

Brad
Community Specialist
Community Specialist

Hey Folks.

 

We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

 

Best Regards,

Brad.