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Google home one member cannot control Nest thermostat

zakstr
Community Member

Hi, I have a home setup with 2 members, myself and my partner.

I can control everything via the Google Home app (nest thermostat, phillips hue bulbs, google speakers).

My partner can control everything except the Nest thermostat and it just says she cannot connect to it, although she can see it as a device in the household, but not any of the information from it. Any advice please?

I have tried this on both a samsung phone but also a Google pixel 5. When I login to my account on her device, the connection is okay and I can control it. Is there something I'm missing? 

16 REPLIES 16

GarrettDS
Community Specialist
Community Specialist

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried? Perhaps try unlinking and relinking the device from the app that you're having issues with?

I look forward to hearing from you.

Best regards,
Garrett DS
 

zakstr
Community Member

Hi Garret, this has been ongoing for around 2 years and I haven't found a solution.

 

I've tried adding and removing the other member and I've just deleted the thermostat and linked it back and the other member still cannot access it.

 

She can access every other device, just not this one 

zakstr
Community Member

IMG-20211130-WA0004.jpg

Just to clarify, here is a screenshot from the device and it shows as offline

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Thanks for giving me that information, sorry to hear that this problem is still occurring. 

The email address that they are using, is it a Gsuite account or a personal gmail address? Also just to clarify, does the device show offline in your app as well or is it only on the other one?

 

I look forward to hearing from you. 

Best regards, 
Garrett DS

zakstr
Community Member

Hi Garrett,

 

Both accounts are personal Gmail addresses.

I can see it in my app and can control it and see the temperature and humidity.

The other account can see the device on the home app but when clicking on it says it offline and cannot control it

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
 

zakstr
Community Member

Sorry I missed it, I have responded above 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Thanks for the information. From what you're telling me it sounds like just one of the accounts is corrupted and not showing the correct information. I would try to create a new account and link the device to it to see if it still shows offline or not. 

 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

zakstr
Community Member

Hi Garrett. I have made a new user and Gmail account on my device, added it to the home and this new account also cannot connect to the thermostat

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Thanks for letting me know that you've done. I would also try to do a factory reset on your device since that may be the issue here. 

 

Please let me know if you have any other questions. 

Best regards, 
Garrett DS

zakstr
Community Member

Hi Garret, the second account was made on my device with the working account.

My partners phone with her account doesn't work either.

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Thanks for sticking with me though this process. I sent this information over to our engineering team to see if they can continue to dig deeper on this. I'll provide any further information as I get it. 

 

I appreciate your patience on this. 

 

Best regards, 
Garrett DS

zakstr
Community Member

Hi Garrett, any update on this? Only the first account that made the home can adjust the thermostat.

All Google home nest speakers and displays can adjust it, just not individual accounts, so if my partner was out of the house, she couldn't switch it on before she gets home.

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Sorry for the delay, still haven't heard anything new on this. Our engineering team is still reviewing and investigating this. I'll definitely keep you up to date once I hear more information on this. 


Best regards, 

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
 

zakstr
Community Member

Hi Garrett I need another 24 hours to test this. I will get back to you tomorrow