Google Home App Settings Not Available

[Chrisw1974]

Hi All,

A fairly simple set up, just a few speakers and a thermostat, I'm very much at the beginning of my journey here. I've previously had this working, but now have the same issue on my Google Pixel 7a and iPad. 

I have the Google Home App downloaded, and it is updated to current. I've actually reinstalled it.

When I am logged on with my primary gmail address, which I used to set up my Google Home, I can open the App and then see and control the devices. The "Favourites", "Devices", "Automations" and "Activity" tabs at the bottom of the App work just fine. However I wanted to update my Spotify information this morning, so I clicked on the "Settings" tab - but I received a "Couldn't Connect" message with a retry button. Network fine (as I can connect to all devices) and this exact problem on both devices.

Now, when I change my Google account by hitting the icon in the top right hand corner and changing the account to a secondary account I can instantly see the settings tab, albeit not for my "Home". I have done multiple reboots, updates, log outs and logins. I've really got no idea what is wrong.

Any suggestions please - will be very very grateful!!

[Alex_S]

Hi Chrisw1974,
 

Thanks for posting — let's get this sorted out. Are you getting the "Couldn't Connect" message right after you tap on the Settings button? Since the other email account can access the settings just fine, it looks like the issue is isolated with the account’s app access. Kindly send a screenshot of the page where you get the message. 

Kind regards,
Alex

[Chrisw1974]

Hi Alex. Thanks for reply. Yes, I get error message as soon as I hit the settings button. I don't see a way to share screen shot with you, as a new user am I lacking privileges?

Regards, Chris

[Alex_S]

Hi there,
 

I’m not just sure why you’re not getting the option, but it is available on PC/laptop. Anyhow, let’s try doing some troubleshooting steps. 
 

• Go to My Google Activity > Toggle Web & App activity off and on (for testing purposes).
• Open your phone’s Settings > Apps > Google Home > Clear app cache.
• Uninstall and reinstall the Google Home app > Log in.
• Choose to create a new Home > Check if you can access the Settings button. 
• Go back to your main Home > Access the Settings button.

Let me know how it goes.

Best,
Alex

[Chrisw1974]

Hi Alex,

So this isn't going too well!

I've logged on via laptop and still no option for me to attach a photo.

I can insert links, code, tables etc from the options on this reply, but no photos.

Anyhow, I followed your instructions on my phone, but I had no option to create a new home. When I had reinstalled and logged in it has just taken me to my existing home, and still no joy on being able to select the settings tab. It just says "Couldn't Connect" and then a "Retry" button.

I see no way to create a new home, or to break this cycle with this (my main) account.

Any other thoughts?

[Alex_S]

Hello Chrisw1974,
 

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

Regards,
Alex

[Chrisw1974]

Thanks Alex, I've completed the form. Do I just await further instructions? I cannot delete my "Home" as that is through settings, so a bit stuck!

Thank you!

Chris

[Alex_S]

Hey Chrisw1974,
 

We got your form — thanks for filling it out. Yes, please. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Best,
Alex