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Google Home app: "Could not reach service" for any Works with Google device

waded
Community Member

Wondering if there is any workaround info or known issue information about a behavior I'm seeing: when trying to add a new "Works with Google" device (Kasa/TP-Link) in the Android Google Home app, when on the screen where I search/select a linked service to add, tapping a service flashes the screen momentarily then shows a toast that says "Could not reach (name of service here). Please try again." This appears to be systemic - it doesn't matter which service I tap, Kasa or otherwise, the app claims they're all unreachable. This has been ongoing for 3 days,

There was no Google Home app update available.

I've tried toggling network connection (LTE vs Wi-Fi vs. both.) No VPN or Data Saver enabled. I do have an unused SIM card in the phone, haven't tried ejecting it, but that's been there better part of a year. I'm not having networking-type issues with other apps. Device control for Works with Google devices/services I set up previously is working well, from Google Home app and elsewhere, but the related linked services were authorized w/ Google prior to this problem. The Kasa/TP-Link app works to control the plug I'm trying to add.

Device is a Pixel 4a, on Google Fi using ESIM.

Final update: Thread, and my own experience, indicate this is caused by a 13.48/beta build of the "Google" Android app. (The one with the "G" logo.) Backing out of the Google app beta in Play Store, uninstalling the Google app updates, then updating it until I had a 13.47 version instead was the workaround that worked for me. 
Moderator edit: Updated subject for clarity

2 Recommended AnswerS

Good catch. Left the Google app beta, did the uninstall updates/clear cache data/reinstall updates for Google app and Google Play services. Google Home can now add third-party services/partners.

Google app beta definitely seems to be the culprit.

View Recommended Answer in original post

Juni
Community Specialist
Community Specialist

Hey folks, 
 

We appreciate your patience. Wanted to let you all know that an update has been rolled out. Please try updating your Android Google Search App (Google app) to 13.48.11.29.
 

If you haven't received the update, you can still try the workaround steps outlined before:
 

  1. Open Google Play store > search for the Google app > select Uninstall.
  2. Once done, the Google app rolls back to an older version.
  3. Clear the Google app’s cache: 
  4. Go to Android Settings > choose Apps. 
  5. On the list of apps, find the Google app.  
  6. Tap Storage > select Clear cache.
  7. Attempt to connect or link the third-party partner device in the Google Home app again.

Thank you,

Juni

View Recommended Answer in original post

109 REPLIES 109

josalvmo
Community Member

I have same exact problem for existing connected Services (doing a Reconnect account) and New Services. For all of them I get "Could not reach [SERVICE NAME]. Please try again."

I did try clean Google Home Storage & Cache, with no luck

Using Pixel 7

nikokova
Community Member

I've got a Pixel 7 pro and I've been unable to link TP-Link Kasa devices via the Home app. "Could not reach (service). Please try again". Same for any service I select. The TP-Link Kasa appears on the main page of Home but nothing happens (very brief notification).

Basically same as above.

I should also add that it works as it should on my old Oneplus 8 pro phone.

QuickdrawQuin
Community Member

I'm having this same issue too. Started today when I was messing around with some 3rd party plugs I have for Christmas lights.

febb
Community Member

I just experienced the same situation exactly:  On my Samsung S22+ I was unable to link to any third party "Works with Google" app to setup any of a myriad of devices on Google Home despite having used that third party app to configure the device itself into my WiFi network and making sure the device works with their own app (Smart Life or eWeLink...for instance).

On the Galaxy S22+ I always get a "could not reach APP. Please try again".... then it occurred to me to try it on my wife's Moto phone and voila! it worked great... not issue at all...  but,  I stopped configuring there and went to my other smartphone, a Google Pixel, using my same Google account as on the S22+ it worked perfectly fine there as well.  The problem only happens in my Samsung Galaxy S22+, using the same Google account in all devices.

I finished configuring all the new devices using my Pixel,   when I finished, all new setup and new devices; everything, actually reflected on the S22+ upon syncing the devices on Google Home.  Nevertheless, if I try to link again or reconnect the third party apps (Smart Life or eWeLink or any other from the large list on Google Home app), any of those will give me a "could not reach..." message.

Another interesting thing I have found:  Using the app eWelink as a testing example:  if I go to phone's Settings -> Apps,  then look for eWeLink, tap on it and go to the "Defaults section", tap the "Set as default" on the next screen tap "Supported web addresses", I do get displayed:  (I added the spaces , the domains are displayed correctly with no spaces):
us2-c2c . coolkit . cc
a2a . coolkit . cc 

Nevertheless, on the Pixel and the Motorola,  The url that actually gets open when tapping the "Connect eWeLink Smart Home"  button at the top of the "Google Home" app is: this one (again, added spaces):

https : //c2ccdn . coolkit . cc / thirdparty / oauth-page / google / ewelink-google.html# / login  

As you can see, the "called" domain name is absolutely different to the ones shown above. I don't know if this is significant or not... 

So, it seems to be a specific problem with very specific phones. The S22+ has Android 13, the Motorola has Android 10 and the Pixel has Android 12... all of them have the same version of Google Home v2.60.1.22

Still a mystery why some phones get that error... Any comments are appreciated.

RSLH
Community Member

Alas, I have 2 Pixel 7s and they are both giving me the same error prompt when trying to connect to a 3rd party app. I was on the Preview program and left but still not able to connect. Am continually getting the error but am glad it isn't just me at this point! Oi! I'm will try it with me P6a tomorrow and see.

jonbom
Community Member

I'm also having the same problem on my OnePlus 10 Pro. I can't connect any services with Google. I've tried uninstalling both apps, restarting my phone, clearing cache to no avail

Willem_K
Community Member

Same here on Pixel 6. It suddenly started yesterday morning. For all services I get the message "Could not reach...". Surprisingly it works fine on the smartphone of my partner, also a Pixel 6. Very weird and annoying.

Sockey
Community Member

Same issue. Tried resetting, restarting, left public Preview, (i requested a new acces, waiting.). Nothing worked.

RSLH
Community Member

Ok, I have a Fire tablet which I previously loaded Android OS on and I tried it with that this morning and it worked!! I loaded the third party app Cielo Home with no issues and now it's also showing on my P7! As someone said previously, this may be a phone specific or version issue?! The version on my phone is 2.62.60.2 and what's on my tablet is 2.62.1.9. Hope this helps.

Alexandros
Community Member

Facing exact the same problem which I found our yesterday. A week ago I had no problem linking Smart things and V Tac smart lighting. Tried from android 13 S21 FE and android 12 Note 10 lite, both of them no luck 

Tenkely
Community Member

I also have the same exact problem for existing connected Services (doing a Reconnect account) and New Services. For all of them I get "Could not reach [SERVICE NAME]. Please try again."

I did try clean Google Home Storage & Cache, with no luck

Using Pixel 7 Pro 

 (still) NOT in the App Preview

waded
Community Member

Based on this and other replies it sounds like this issue's not specific to Google Home app preview, so I've removed those mentions from title/post. I'm still seeing this misbehavior today.

JJ2007
Community Member

I am having the same issue with all services that are suppose to work with Google Home. For example trying to link Govee Home to control my led light strips I get the same  Could not reach Govee Home, please try again. Tried this on numerous random services and all come back with the same results.

 

Using Samsung S22+

  • Cleared cache of Google Home
    • Did not help
  • Removed Google Home and reinstalled
    • Did not help
  • Tried on WiFi and off
    • Did not help

DokDove
Community Member

Not a solution for everyone, but may be useful for some - I was having this issue on my Pixel 6. Tried everything with cache clearing and even reinstalled (losing all of my quick settings config 😞 )

On a whim, I dug out an older phone (Nokia 7 Plus) and installed Home from scratch. This phone was able to connect to Smart Life and link, which was then available on my PIxel 6.

Sound like an app issue - maybe some A/B testing gone wrong?

febb
Community Member

This is pretty much what I did (and described above), my S22+ with Android 13 and latest Google Home app is no working, no matter what I do (erase cache, data, uninstall and reinstall 3rd party apps: Home, Smart Home, eWeLink, etc....)  SO, I took two older phones a Pixel 3XL  and a Moto and in both cases it worked fine, both with the Google Home app they had installed (and no other 3rd party apps, which in fact are no needed to link Google with the each 3rd party app...)...later, I updated the Google Home app on all three phones (S22+,  Pixel 3XL and Moto) and the same thing is happening, S22+ doesn't work as described by all in this thread and the P3XL and Moto all work perfectly.  All versions of Google Home app are the same in all three phones despite two of them are certainly old.

Hafer
Community Member

I've been Googling all morning trying to find this issue. I'm using a Pixel 7 Pro and I can't get anything that Works with Google to work. 

RSLH
Community Member

As I stated above, I had the "Could not reach Cielo Home. Please try again." prompt when using my P7 and P6a, but was able to connect using my Fire 8 tablet loaded with Google Play Services. BUT it's still wonky when I give it a verbal command. E.g., I have 2 mini-split units which I called "Living Room Air" and "Dining Room Air". Told Home to "turn on the Living Room Air", then got a "OK, switching the Dining Room Air to cool" while both units were on the heat settings when last used. This is happening numerous times. Gaah! Anyway, just wanted to add this tidbit. Although it's connected, but having erratic behavior nonetheless. Also, the Assistant Voice would switch back to default even when another voice was previously selected. Thanks for reading.

alfanovember
Community Member

 No eres el único! Google no me deja enlazar las cuentas de xiaomi, Meross, Smart Life... Es una Vergüenza como tratan a los usuarios. Haced algo ya!! Los que tenemos toda la casa domotizada no podemos utilizar la aplicación Google Home!!! Después se quejan de que la gente se va a Amazon!! 

sconniesquatch
Community Member

Glad I finally found this thread. I've been searching for the past 2 days and my search parameters weren't yielding any results. Samsung Galaxy S22 Ultra running Android 13.

Starting to think this may be a permissions issue with the app, though it's difficult to isolate if it's a permission that can be changed in the app settings.

I have been playing with app's permissions (Google Home app and the 3rd party "Works with Google" apps) thinking the same, that it could be a permissions problem.  I have added permissions, even to the Webview app thinking it should open a web page, as it did on my other phones where it worked (see my post above).  Nothing yet.  Either it's not a permissions issue or there is something else.   
I would not discard the permissions idea tough... I must have failed to try something that could be the key to solve this.   It is very annoying to say the least.

Being that this problem persists even after installing older versions of this app going back as far as 8 months ago, I'm inclined to believe this is an issue with Google's backend servers. Seems there's nothing we can do on our end to fix this.

Lothariorowe
Community Member

Same issue, posted on Reddit.

 

*Can confirm it happens regardless of app version. I just tried with several older versions of the Google Home app, going back as far as 8 months, and the results are exactly the same. This would suggest it's a server side issue with Google?

JPz
Community Member

I used an older iPhone with the Google Home app to add a new 'works with' device (Wiz). Tried using a Note 20 Ultra, Tab S7+, Pixel 6a and it all failed with the same message "Could not reach (app name)". Sure seems like a Google problem and not the app.

Willem_K
Community Member

It is working again!! I hope this will help others as well.

I contacted google support via chat. Later they contacted me by e-mail and they suggested the following:

"In order to fix issues with your Google Home app unable to link any third-party services, may you please follow the steps below?

  1. Open Settings on your phone.
  2. Go to Apps.
  3. Look for Google Play and Google app (the one with the G logo).
  4. Uninstall updates for both apps.
  5. Update them back.
  6. Restart your phone.
  7. Test the Google Home app by linking a third-party service/partner."

This worked for me as well. Thanks for sharing!

To confirm: is this the Google Play Store or Google Play services?

Google play store

Google Play Store indeed

JJ2007
Community Member

I was able to follow these steps as well and it does work again. Appreciate you posting. 

waded
Community Member

This worked for me, thanks. Prior to this, was not able to connect services. I was able to get away with only uninstalling updates to the Google app (and while I was at it, cleared its rather substantial cache, and I noticed I was enrolled in its beta - so I left the beta) and then took the update to Google. After this, was able to connect services.

Uninstalling the latest updates from the google play services app, rebooting my phone, opening the play store once (so it installs the play services again) - and it works! 

Thank you!
Pixel 7 

 

Thank you! 

I was indeed in the beta program. After leaving and following the guide, everything works fine. Thanks!

Uninstalled updates for the Google app and Google Play Store from the Apps section under Settings. Worked for me thank you soooo much.

Uninstalled updates for Google app on P7 Pro and able to reconnect hue. 

sconniesquatch
Community Member

Uninstalled updates for the Google app and Google Play Store from the Apps section under Settings. Updated the Google app (Google Play Store seemed to update on its own?), restarted my device. Third-party services/partners are still unreachable when trying to add a Works with Google device.

This worked for me ! thx !

Google is going weird on basic things ! I don't imagine how it could be so complicated for an average/experienced user. sad, really sad ;-(

JPz
Community Member

Google Play Service for me.

Working now. 

RSLH
Community Member

Right, it's the Google Play Services and not the Play Store. Thanks everyone. I was able to connect to the third party app, but we'll see how well that works from here! Google should push out an update or a patch to fix this because this is too widespread of an issue.