Google home removes thermostat from home and cannot add back

[tomg35]

The setup is Google Home, with Hive products (lights, thermostat, and hot water). App is on both android and iOS.

Over the last few months, the home app has been removing the thermostat and hot water from their allocated room, they appear at the bottom under not allocated to a home.

Today the same thing happened. So, I went to add back in, as usual, and Google Home reports that both are offline (checked Hive app and they are online). Tried to move them anyway back to their allocated room and as I go through the wizard I get "There was a problem communicating with Google, please wait a few moments".

Home points me to a help centre and I've followed the suggestions (apart from factory reset, that just would be too much hassle 

The Hive lights are still working fine in Google Home.

I've cleared the cache in Home, location services are enabled rebooted the phone, tried allocating to a different room, but still the issue exsists. I don't think it's a Hive issue because the lights are still working and I'm loath to disconnect Hive because of the problem with communicating with `google issue.

When I try to re allocate the devices, I'm connected to the same WiFi and all other devices are fine.

[GarrettDS]

Hey there,
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?

Please let me know.

Best regards,
Garrett DS
 

[tomg35]

For both devices, which shows rash as  unavailable, even though they are working fine in the Hive app, in Google home there's a help section that suggests things you can do for connection issues.

Some aren't applicable as you can't unplug them but I've turned off and on WiFi, confirmed location is correctly set.

Rebooted the phone several times and cleared out the Google home cache.

It's a bit odd that all my other hive products work fine, so I doubt it's a total hive issue.

When I try and allocate them to a room (any room) I just get can't connect to Google

[GarrettDS]

Hey there tomg35, 

I am sorry to hear that you are still having issues with this. Have you tried doing a factory reset on the device that isn't working? Have you tried reaching out to Hive support to see what they would suggest? As I'm not familiar with those products I don't know what other options there could be for this issue. 

Please let me know if you have any further questions. 

Best regards, 

Garrett DS

[tomg35]

Thanks

Its a heating control so I don't think I can factory reset it (and as the only error message relates the inability to contact Google).

Contacting hive wouldn't be productive, because as the lights are working, hive will just say it's a Google issue

[GarrettDS]

Hey tomg35, 

While we don't have any other troubleshooting steps to go through, the best thing would be to try what we suggested as we won't know what else we can do without going through those. 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

[tomg35]

I had an issue with my Hive heating and hot water device removing itself from the assigned room in Google Home. Every time I tried to put it back in the room I get an error message to say that contact couldn’t be made with Google.

It was suggested that I unlink Hive and start again. So I unlinked Hive, yet the devices are still showing in Google Home? If I try to re link I get error message saying no devices were found in the hive account (they are there and I can control them from hive).

is here a solution to this?

[Jjadi]

I'm in the same situation, when I ask google to control my Hive bulbs I have no issues, but if I ask it to heat the house through the Hive thermostat it states it can not talk to Hive. This is clearly not accurate as it can talk to hive to switch all my bulbs off and on. The hive app has full functionality, the problem is specific to Google communicating with the Hive thermostat.  

[HelenW151]

I'm having issues too.  Our hive thermostat keeps moving from it's assigned room, at which point it won't work with google speakers, I put it back in the correct room and it works again.  We have no issues with Alexa voice control, so definitely a google problem.  How can I make it stay in the correct room?

[tomg35]

That's how my problem started, for a while it would allow me to put it back in the correct room, but now I can't do anything with it

[GarrettDS]

Hi there, 

Just wanted to hop in here to let you know that a bug ticket has been filed around this issue. While there is no ETA, I did want to let you know that our engineering team is investigating this. 

Best regards, 

Garrett DS

[tomg35]

Thanks, 

[Niggle]

Just wanted to chime in and say I've had exactly the same issue for months. The hive thermostat and hot water control are always shown in Google home, but after a few weeks they get dropped from the house and room, so get moved to unassigned devices at the bottom of the screen. I move them back to the correct house and room, but a few weeks later the same thing happens. Good to hear the engineers are working on it now.

[tomg35]

Google have now posted to say this is a bug, which they are working on, but no fix date

[tomg35]

Hurrah, it's fixed!

[Jjadi]

Cheers!

What do I do to get this fix?

[tomg35]

I had an update to my Google home app, this morning.

I'm in the UK

[GarrettDS]

Hey there,
Just wanted to hop in here to see if we still needed help on this as it seems like it is getting fixed for users. 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
 

[Jjadi]

Still not working for me, I have unlinked hive and then relinked but still getting same message. No outstanding updates for either app to action either. 

[tomg35]

What country are you in? Could be that the update hasn't reached your region yet

[Jjadi]

Hi, I'm in Scotland. 

Cheers

[tomg35]

Well I'm in England and got the update a couple of days ago, so should filter through to you soon, I'd have thought

[Jjadi]

Is there a way to tell what version of the app we are running? In case the update has happened and I have not noticed?

[tomg35]

I’m on version 2.47.78.2

[GarrettDS]

Hey there, 

If you're still having issues with this after uninstalling and reinstalling the app, I would suggest sending feedback to our engineering team through this link so that they can investigate this. 

Please let me know if you have any further questions. 

Best regards,

Garrett DS

[GarrettDS]

Hey there,
Just wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Best regards,
Garrett DS

[tomg35]

Issue was resolved by an update, thanks

[GarrettDS]

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS
 

[Jjadi]

Still not working for me, the phones tried and failed. 

[Jjadi]

That's the same as me. Nuts!

[Jjadi]

Any tips to get it fixed.