Home App reset, lost my home/all existing devices, asks me to start over

[wz]

Hi-

On 12/26/22 we noticed the doorbell notifications stopped working (all devices/notifications were working before this happened).  I opened the Home App and my entire home/existing devices were gone. Home app was at the start screen, asking me to set up a new home, etc.

Devices: Google wifi (3), Nest 2nd-gen doorbell wired, Nest outdoor camera

Has this happened to anyone else?

I tried briefly to set up a new home and add wifi, but the Home App doesn't find my wifi.

Not sure what to do?

[MplsCustomer]

@wz 

re you CERTAIN you are logging onto the Google Home app with the same Google (gmail) account you were previously using? There is really no way for all of our home and devices should simply disappear on their own.

Are you having Wi-Fi issues? Can you connect with the internet in other apps?

You could try deleting and then reinstalling the Google Home app; doing so does not change any settings.

[wz]

Thanks @MplsCustomer 

Yes, I'm certain I'm using the same Google account - nothing changed on my end, one day the app worked and the next day it didn't.

I'm not having any wifi issues. The Google wifi access points are running OK (but now unmanaged).

I deleted the Home app and reinstalled it - my home/device config was still gone.

I rebuilt my home/devices in the Home app today (ridiculous that I have to do this) - however, the Home app will not allow me to add my Google wifi access points back.

When trying to add the Google wifi access points, the Home app looks for my devices for 5 seconds and then resets to the device list without any info (seems like a bug).

Any ideas? Thanks
 

[MplsCustomer]

@wz 

I have no more clues. What you are describing shouldn't be possible.

The only explanations I know of are these two, each of which can apparently be done in 3 or 4 clicks:

1. If you and at least one other person were members of your Google Nest "household", and you removed yourself from your "home" (https://support.google.com/googlenest/answer/9155535?hl=en#zippy=%2Cremove-yourself-from-a-home). If that happened, you would not be able to see your "home" until another household member invited you back.
2. If you were the only member of your Google Nest "household" and you deleted your "home" (https://support.google.com/googlenest/answer/9155535?hl=en#zippy=%2Cdelete-a-home). If that happened, you would lose access to all Google Nest devices in that "home".

We don't have Google Wi-Fi, so I don't know why you can't add your Google Wi-Fi access points back.

As just another Google Nest customer, I would suggest that you contact Google Nest Support, starting with the link below.

https://support.google.com/googlenest/gethelp

[Jeran]

Thank you for helping out on this thread, MplsCustomer!

Hey there wz,

I'm just checking up on this thread, do you have any more questions or need any additional help? 

Best regards,
Jeran

[Jeran]

Hey there wz,

Do you have any more questions or need any additional help? 

Thank you,
Jeran

[Azarco]

Hi there,

One quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the Community and we’ll be happy to help.

Best,

Alex