Google Home App won't get past the startup screen.

[dspikes]

After setting up a new Cox router, my neighbor's Google Home App won't get past the startup page.  She has a Samsung 12a phone, and her phone is connected to her new wifi.  The Google Home App has been reinstalled, and all permissions have been turned on.  The Google Home mini (the only thing she wants the app for....she's older and likes her music) has been reset, as well.  Any suggestions?

[Dan_A]

Hi dspikes,

Thanks for posting and I’m sorry to hear that your neighbor’s Google Home Mini won’t connect to her new Wi-Fi. A few questions: what is the error message? When you say reset, could you please tell me how it was done? Was it the same way like you see on this guide on how to do a factory reset? If so, it would help a lot if you could do a sequential reboot first. Unplug the power cord of your router followed by your Nest speakers. Plug them back in after 3 minutes tops. Restarting your phone might also help.

Once done, do the factory reset one more time and make sure the mobile/cellular data on her phone is turned off before proceeding with the set up. Also, make sure that 

Keep us posted.

Best,

Dan

[dspikes]

Everything has been rebooted from scratch, including the phone and the modem. The Google Home app has been uninstalled and reinstalled. When I run the app, the first screen says "get started". I click on that. The next screen is to click okay for the privacy and security settings, but the okay button is grayed out. I can't proceed any further.

[Dan_A]

Hey there,

That's an interesting one! Let's check if her Samsung A12 phone meets the requirements for a successful set up. Kindly check out this guide. Also, does she have an email with a Gmail domain? It would be of big help if we could isolate this by using a different phone to set up her Nest Mini and tell us how it goes.

Regards,

Dan

[Dan_A]

Hi dspikes,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Cheers,

Dan

[Dan_A]

Hi dspikes,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Thanks,

Dan