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Disconnected devices in Google Home

AndyB
Community Member

Hi Guys

Please assist as this is driving me crazy! Can't get my new home set-up working. I'm using: Google Wifi, plus Google Home app (IOS), plus connected devices - chromecast, google mini, and google home/normal size speaker. It's incredibly irritating as all are set-up correctly and working, but are showing 'Disconnect device' errors when I click on them in the app.

What's strange is that I added my wife to the account and she can see and access all devices perfectly (also on Ios). I have checked privacy/local network settings, even tried to mirror her exact wifi settings but no dice. Please help!

18 REPLIES 18

GarrettDS
Community Specialist
Community Specialist

Hey there,
I understand that these issues 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? Thanks for letting me know that your wife can see the devices added to the account. Have you tried uninstalling and reinstalling the app from your phone? 

Please let me know.

Best regards,
Garrett DS
 

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
 

AndyB
Community Member

As above, please 

AndyB
Community Member

Hi there. Yes I’ve tried installing and reinstalling the google home app, updating ios and also re-adding all devices. Still getting Disconnected device connect to wifi to cast message.

Wondering whether this could be a fault with our Google Wifi? I.e. being on right bands. Sometimes my phone will be on 2.4ghz and other devices on 5.0ghz - although I know there’s no way to manually fix this?

Any ideas? As a reminder - my wife can see and access all devices fine, very unusual

AndyB
Community Member

Might also be worth pointing out that I can see all cast devices e.g. in Spotify, but whenever I click to cast nothing happens 

Kimbles
Community Member

We are having the exact same issues. All devices are working. However, on the google home app, all are saying disconnected device. 
it’s very frustrating. 

JesusM
Community Member

Same issue here.
The Nest speaker is working fine, I can interact by voice with it, but it is shown as disconnected in the Home app (on iOS 15.2).
I've tried to factory reset the Nest and adding it again, and it worked, but still shown as disconnected.
I also tried reinstalling the app in the phone. No success.
Now I can use it but I cannot change any settings as the app sees it as disconnected.

AndyB
Community Member

Interesting! So it’s not just me… any experts (or Google staff) fancy giving a view please? Seems  a not uncommon problem 

JesusM
Community Member

And… I just checked with an Android phone, with same issue.

 

But I also found a ‘workaround’. If you have Spotify linked to the Nest, make it play something and few seconds later the device is online in the Home app.

 

Of course this it now a solution, but to the experts, maybe a hint of where the issue is.

AndyB
Community Member

Interesting. Doesn’t work for me unfortunately, I can see the devices but whenever I try to cast to them nothing happens 

GarrettDS
Community Specialist
Community Specialist

 

Hi everyone,

Apologies for the delayed response as I looked into this a bit further. If the casting device is connected to a different band, then the Google Home device may show as 'disconnected'. While you're unable to select the band for each device connected to Google Wifi, the waves of the 2.4 GHz band can travel a greater distance than those of the 5 GHz band. If the Google Home is placed with a larger distance from the router, you can try moving the casting device away from the router and points until your casting device moves to the 2.4 GHz band. 

 

A suggested workaround is creating a guest network in the Home app (which only utilizes 2 GHz) to ensure all devices are connected on the same band. This will help us further isolate the issue and work on next steps. For customers not using Google Wifi, you can temporarily disable the other band and keep only one active on the router settings. 

 

Please keep this thread updated with your results so we can continue to help. 


Best regards, 

Garrett DS

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
 

AndyB
Community Member

Sorry Garrett, been away. Will try this today but please don’t lock the thread for a couple of days in case

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to see if you were able to check on this yet. 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
 

AndyB
Community Member

Not yet. Please keep open for another week 

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to hop in here to see if we still needed help on this. 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
Community Specialist
Community Specialist

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
 

JesusM
Community Member

Sorry, I missed this.
I was seeing that lately it was working fine, so what I've done is to check if indeed both phones and the nest were using the same band. And they were, so I guess this workaround works.

But, said that, I understand that this is that, a workaround, not a permanent solution, right?

Thanks