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Google Home and Away Routines Setup Problem

coloradojohn
Community Member

After adding some smart devices to the Google Home App for iOS, the option to set up Home and Away Routines appears. However, when trying to complete the process, I run into an issue where I cannot accept 'Supplemental Nest Terms'. I receive the error 'Problem Connecting to Cloud'. I tried setting this up with my wife's Google account and did not have the same issue. 

Has anyone experienced this? The problem seems to affect more than just the Home and Away Routines. I also had a problem completing the setup of an August Smart Lock.

A Google Home support agent suggesting creating a new Google account. This is not acceptable to me as I've had my Google Account since the beginning of Gmail and have no desire to change it permanently. 

I've read the forums and there seem to be similar issues, with some folks getting resolution after having a corrupted account fixed. I've been unable to find a support agent who is willing to move this issue to an engineer.

Any help would be greatly appreciated. 

 

5 REPLIES 5

GarrettDS
Community Specialist
Community Specialist

Hey there coloradojohn, 

Sorry to hear about the issues that you've had with your account, I'm sure it's frustrating but I'm happy to help clarify. 

While we are aware of this issue and are happy to send this feedback to our engineering team, the best workaround at this time would be to create a new Google account since it seems to have worked with your wife's Google account but just not yours. 

 

Sorry for the frustrations on this, but please let me know if you have any other questions. 

Best regards, 
Garrett DS

Thanks for the info. I understand. I would definitely appreciate it if you could pass on the feedback to the engineering team in hopes that they can resolve the issue in the future. 

thanks. 

GarrettDS
Community Specialist
Community Specialist

Hey folks,

I've shared this information with our team and we'd love it if you could send feedback using the keywords, "Routines missing in the Home app" from the Home app. Please include as much information as you can and you can check this out on how to send feedback. 
 
I appreciate your patience as we look into this and will share more details as it becomes available.



Have a great day.
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
 

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