Google Nest Home Settings wont load

[Hrodriguez]

I'm trying to go to my settings page in the Google Home app, but everytime I do, I get a "couldn't connect" response with a retry button. I've cleared my cache and data, restarted the app + phone, and nothing has fixed it. 

I'm ultimately trying to connect my nest doorbell with my echo show, but I can't get it to automatically alert me, but that's a whole different issue. 

[vampler]

I'm having the exact same issue. Plus my activity section won't load, Google Help says there's no known outages.

[Hrodriguez]

At least it seems like we're not alone! Maybe they'll get it fixed, soon. 

[Ck25]

Same here since late morning!

[Lincoln_Eps]

I'm having the same issue. Setting up a new door bell and the microphone is turned off but setting won't load.

[felipeaqg]

Same here!

[PLFontaine]

Same for me. I've been trying to reboot everything twice and it still isn't working.

[Shygrl1387]

Been like this since 1030am est with no luck 

[MikeFromHouston]

All of my Google Home devices has a bug that Google refuses to acknowledge or fix and now this? My Nest Hub won't even trigger alarms anymore. It just goes off for 3 seconds and stops. I've been late for work for 2 days. This whole f*cking ecosystem is complete and utter trash. Alexa will be in my home this weekend. 

[Dahutch5]

Same here in Portland Oregon

[Rocketait]

Same, most things seem to work  but settings, notifications, activity page are all not working.  I think I do have googles experimental features enabled and have transferred my nest cameras from nest to google some what recently. I need to resync a linked "works with google" vendor account as that vendors devices are longer responsive and I can't do it without google home's settings working it seems.

[EricH716]

Beside the settings, events, and inbox being offline, all my thread devices are offline too. It seemed like it happened when I had to power down my Google Next WiFi Pro.  I restarted the network through the app and restarted some of the devices but it didn't help.  Also, I can't see the router setting anymore. At least the WiFI still works and it seems I have some company.

[James36]

I have brand new nest, indoor and outdoor cameras. I just installed them. I have a nest Wi-Fi hub and I cannot access the video on the home app and I cannot access settings.

[InfoSecAustin]

I am a Nest Pro installer, and I was able to call Nest VIP Support to figure out they are currently going through a network problem. I also just finished installing a camera, and couldn't get it to function like my other, already installed Nest cams. After checking my device, my own WiFi, and even reinstalling the app while on a screen share with the Nest Pro tech, they reached out to their engineering team and they are apparently experiencing an error with the app. They were unable to give an estimate of when it would return, since it was "unexpected maintenance" so he said, but they said they would email me once it was fixed. I never received a follow up email like you normally do from support, so not sure if that will happen or not but I am hopeful it will be fixed soon enough.

I've owned Nest cams for close to 4 years now and have never had this happen so it is truly a strange bug! It's even weirder because I can see the notifications from my Nest battery cam I just installed, but it won't load in the app when I click on it or show the history for it currently... My other two cameras are fine, so again it's just a super strange bug to experience and super bad timing for me!

[GregP75]

When viewing the Google Home activity I'm seeing "There was an error retrieving your events. Retry". I'm also not getting alerts on either my doorbell or outdoor camera. Both of them show live video when I view them and both have event history when looking at the cameras. 

[Jojol]

I'm getting a message that's says error on my activity log on my best camera WHY..keeps saying retry 

[Jojol]

NEST Camera not best

[Shygrl1387]

This appears to be a Google problem not an individual user issue. Ours is the same I spoke with them and they are looking into it. All of our friends and neighbors with nest products and Google home are having the same problems. 

[riniboo]

My friends and I are running into the same problem today. While the live video is working without issues, the event history feature is completely down. It was offline earlier this morning (EST) and briefly came back, but now it's unavailable again. On my Android phone, I keep getting the message, "There was an error retrieving your events, Retry," with the history being blank. Restarting the phone didn’t fix it either. I’ve checked Google Home, confirmed that my app is up to date, and even tried switching from Wi-Fi to 5G (on a different provider), so I can rule out any DNS or network-related issues. Since live video works perfectly, it’s clearly not a Wi-Fi problem.

I have 7 cameras (including 2nd gen doorbell, battery cam, and floodlight), and my friend has 5. Both of us are on the $100 CAD subscription, so this is really frustrating. I expected better reliability from Google Nest, especially with the "Google" name behind it, but it's definitely falling short compared to services like Gmail or YouTube.

[ByronP]

Hi Folks,

Thank you for posting in the community. I'm sorry that you're experiencing troubles retrieving your events. I understand how frustrating this must be. I'm here to help.

I just want to confirm if you checked your Google Home App activity following the below:

1. Open the Google Home app. Google Home app
2. Tap Activity
3. Check the list of events and suggestions.
4. To get more details, tap an event or suggestion.
5. Some events or suggestions take further action after tapping on them. For instance, you might be able to save a video clip or give feedback.

Also, you can customize the activity to show only the events you want. Here are the instructions:

• Open the Google Home app.
• Tap Activity,
• At the top, tap Filter.
• Select the events and devices you want and tap Show results.

Let me know if you need more assistance.

Regards,

Byron

[GregP75]

Mine started working shortly after I got off the phone with tech support. 🤔

[1in1class]

When trying to view activity history it says error try again. Everything else is working.. wifi is good and have live video. Just the event history I'm not able to look at. Getting same issue when selecting settings, it says couldn't connect. Did all the basic 101s from restart to re-download app.

[riniboo]

Yes, today my friends and I are experiencing the exact same issue. Live video works fine, but the history feature is completely down. It was out earlier this morning (EST) and briefly came back, but now it's completely unavailable again. On my Android phone, I get the message, "There was an error retrieving your events, Retry," and the history is blacked out. I’ve tried restarting my phone, but that didn’t help. I checked Google Home, there is no update and I have the latest app installed.   I tried 5G on phone instead of home WIFI (they are completely different provider,  so I can rule out it's DNS issue to their video history server).  With live video working perfectly, it's not WIFI issue!

I have 7 cameras (all 2nd gen doorbell, battery 2nd gen cam, 2nd gen floodlight), and my friend has 5. We both pay $100 CAD for the subscription, and this is really frustrating. I chose Google Nest because of the "Google" brand, expecting the same level of reliability as with Gmail or YouTube, but clearly, that’s not the case.  

[beachin]

Same result, guess it's an actual service outage.

[ByronP]

Hi Folks,

Thank you for posting in the community. I apologize for the inconvenience that your camera history isn't showing up. I understand how frustrating this must be. Thank you for your patience and effort in trying to resolve this situation. I'm here to help.

Before I begin, I need to ask you some questions for further assistance:

• What type of Nest camera do you have?
• Are you signed into the Nest app or Google Home app?
• If so, are you signed into the right account?
• Has the Nest camera worked in the past?
• If so, when did the Nest camera stop working?
• Did anything change in the home or with the camera around that time?
• Do you have a Nest Aware subscription? If so, what type of Nest Aware subscription do you have?
• Is all of their history missing or just certain portions?
• How is the Wi-Fi connection in that part of the house?
• How is the internet connection in general? Do you have any issues with any devices going offline, slow downloads, too many people online at once, etc.?

Please keep me posted. I'll look forward to hearing from you.

Regards,

Byron

[riniboo]

I appreciate your effort in following up 3 days later regarding the outage on Friday, which was confirmed by gmelanymelissa (Community Specialist) and InfoSecAustin (Nest Pro installer with VIP Nest tech support access) in the thread. The outage was resolved that evening, with everything returning to normal around 6 PM EST.

Yes, it’s frustrating that Google kept customers in the dark. Most customers wouldn't mind if Google acknowledged a technical glitch—just post it somewhere or alert users via the app. It would be even better if Google shared the root cause, whether it was a software engineer accidentally deploying the wrong code, changing settings in production, or forgetting to renew a certificate.

[Stanthelion08]

Hello,

When I open the Home app, and click on the "settings" tab, it says it couldn't connect. But the rest of the app does work and I can control every device in my home.

This occurs on every device I use the Home app with.

Please help, thanks in advance.

Stan

[MplsCustomer]

@Stanthelion08 

You could try deleting and reinstalling the Google Home app, in hopes that will clear the problem.

[Stanthelion08]

I have tried this, it did not work.

[MplsCustomer]

@Stanthelion08 

I've seen a few prior posts from customers unable to access "Settings" but have not seen a resolution. Maybe it's a temporary glitch. You could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Jamesbeardiv]

I have also been dealing with this issue since August.  Deleted, removed data, reinstalled, etc.  Removed EVERY device from the original home.  Nothing works. 

[chaconmorales]

Hi Jamesbeardiv,

Thank you for posting here in the community. I'm sorry that your Google Home App is not working as expected. But no need to worry, help is here. I understand that you have already followed basic troubleshooting and the issue is still the same. 

Here are some additional troubleshooting steps you can try:

App and Device Issues:

1. App Restart: A simple app restart can sometimes resolve temporary glitches. Close the Google Home app completely and relaunch it on your phone or tablet.
2. App Update: Ensure you're running the latest version of the Google Home App. Updates often contain bug fixes and performance improvements related to login functionality.
3. Device Restart: If you're using a phone or tablet, try restarting your device. This can clear up any temporary memory issues that might be causing problems.
4. Uninstall and Reinstall: If the problem persists, consider uninstalling and reinstalling the app. This will ensure a clean installation and remove any corrupted data that might be causing the login issue.

Please follow these good articles if you need to Meet the Google Home app and to check the FAQs about accounts for the Nest app.

Let me know if you need further assistance.

Regards,

Mario

[Jamesbeardiv]

Negative. Did all these (and more) thrice over, including with support on the phone.  Ended with getting escalated.

[chaconmorales]

Hi Jamesbeardiv,

Thank you for following up. I understand your frustration with the app that does not work after troubleshooting. I am sorry for the inconvenience you're experiencing. Let me ask you some questions to make sure we gather all the necessary information to provide you with better assistance. 

1. What is the make and model of your device?
2. What is the mobile device’s operating system? Is it up to date?
3. What is the Operating System version?
4. What is the mobile app version?
5. Who is your service provider?
6. Does the issue happen often?
7. Have you tried using other devices?

Also, please check these steps to make sure the settings on your device are properly updated (in case you haven't tried them):

1. Verify the device’s Date and Time settings are correct and automatically set
2. Confirm that the Google Home app has permissions to use the phone's location
3. Check for any available Operating System updates
4. Sign out of the Google Home app and sign back in
5. Force close the Google Home app
6. Test if the issue persists on both Wi-Fi and cellular data, if applicable
7. Try another compatible device or computer, if available

Please keep me posted. 

Best,

Mario

[Jamesbeardiv]

Here's everything:

Everything worked perfect until early August.  I removed one member of the household and readded a Google Wifi satellite/speaker.  I got an email saying that the person I just removed had removed the device from the home.  After that I can no longer access the Settings of my home architecture.  I also noticed I couldn't access the settings of any Google Nest speakers or the Nest Hub. 

So down the list:

1. Google Pixel 6 Pro (Wife couldn't access through her Apple Iphone, nor could I access through my older Sharp Aquos).

2. My Pixel 6 Pro 

3. Rocking the Andriod version 14 on my phone, latest update 5AUG2024

4. Mobile App is the latest 3.22.1.4 (I have uninstalled and reinstalled multiple times)

5. Jelly Digital (have been with them for over 3 years)

6. Always. I 100% cannot access the settings of the Home's architecture. Neither me or my wife can access this home architecture's settings. I have 2 accounts of my own attached to it (one business), it is inaccessible to all 3 accounts.

7. Yes. See above.

1. They are automatically set.

2. Location is allowed.

3. There are no updates available.

4. Done that multiple times.

5. Done that multiple times.

6. Tried both (hell, tried a different WiFi).

7. Tried on at least 3 different devices.

At this point, I even tried removing EVERY device from the home's architecture. Even got rid of the Google Wifi router and satellite.

I was able to make a new Home architecture and I can access the settings of the new home architecture with 0 problems. Works perfect. Original Home, I cannot even delete as that button is in the "settings" tab that some of us cannot access. Blows because the nest cameras are on the old home and I would have to factory reset them to get them off. Also doesn't feel very secure. But everything EXCEPT the cameras are at least accessible on a different home now. Settings tab works perfectly on the newly created "Home".

[chaconmorales]

Hi Jamesbeardiv,

I appreciate you taking the time to post this over the community space and providing me with all the necessary details. I understand your frustration with the Google Home App even after troubleshooting. I apologize for the inconvenience you're experiencing as the old Home structure is still appearing in your account.

I understand that the issue was resolved when creating another home structure but the app is still not working as expected. We're always looking for ways to make you all feel welcome. Your feedback is important to us.

Please help us improve by filling out the feedback form.

This is really helpful.

Best,

Mario

[Jamesbeardiv]

Not really "resolved" but more of a bandaid.  This is like saying that moving to Alexa resolves the problem.

I have no idea who is actually able to use my nest doorbell stuck on the original home, and cannot seem to remove my camera and doorbell to a new home; short of a factory reset.

[d_mla88]

I have exactly the same problem. It also started by removing a person from the household. Although I have added every single device I got a mail that some devices got removed with the "owner" of the devices. After that I had to create a second home to add the lost devices back. Somehow I managed it to move alle the devices back to the original "home". Now I also can't access my setting's. Getting also the same massage like you. But I was able to access the settings in the second "home" I created. Unfortunately I deleted it because I thought this was part of the problem. Now I can't even create a new one because the settings are unavailable. 

[Jamesbeardiv]

At least I am more confident where the problem started.  It might be worth it if you have a few hours to contact the support listed above.  Mine was escalated, and heard nothing since, but I expect that unless enough people have the problem, it will be on the bottom of a non-existent list.

You "should" be able to create a new home by uninstalling and reinstalling the Home app.  Suppose in worst case, make a new email to create a new home with.

Although, I feel this is more of a "bandaid" then a solution.

[priyajeet]

Having the same problem. Google support hasn't been helpful as they keep bouncing me around and want to wipe my phone even though this issue is prevalent to other phones.