IOTAS Home app will not link to Google Home

[LPA]

Since the October 17th update I am unable to connect the IOTAS Home app to Google Home using the Works with Google process. The IOTAS Home app shows it has linked with Google but the connection fails in Google Home with an unable to reach IOTAS Home please try later. Suggestion our help to resolve this issue please.

 

[JillG]

Hi @LPA 

Try unlinking the IOTAS under Home Control/Linked Services in the Google Home app. Once unlinked, try linking again from that screen you posted.

[LPA]

I tried that many times, and the same results, I have changed networks, removed both apps and reinstalled, and even started fresh from a factory reset of my Pixel 8a. Still no luck on making the connection. Thank you for a great suggestion. 

[JillG]

Bummer...I do see the option for IOTAS in my menu as an option to link. (US/Eng).

I can't even think of reason it would not show up unless it was a region issue removed from IOTAS end. I'll keep an eye out here for other Community members reporting anything else with that service. I can escalate to the Google team for visability and I also suggest you reach out to IOTAS' support to see if they can offer any insight.

[JillG]

Hi again @LPA 

Just a quick update as the Community team reached out to my escalation of your post. They'd like to be able to find out more about the specific actions/flows you are taking and when these errors show up.

More screenshots would be incredibly helpful for them as well to help with troubleshooting on their end.

They've also let me know that it might be worth for you to log out and log back in through the IOTAS app if you are also using it. Check the account that you are using in that IOTAS app is the one you typically use. Check for updates with that app as well.

Jill

[LPA]

JillG,  I think this screen recording should show the steps. I have posted it to a private YouTube recording. https://youtube.com/shorts/-CdYqvSUD98  It should be available by 16:00 PST

[JillG]

ty! Sent video to the team. 

[LPA]

Jillg, more interesting info. Under settings on my Pixel 8A Connected Services it shows IOTAS Home as a connected Service. See Screenshot. 

 

[marek0093]

@JillG any update? I have an identical issue with IOTAS Home not syncing with Google Home, exactly as described within this thread. I cannot get my account to sync with the error "Could not reach IOTAS Home. Please try again later." I can also verify that the smart devices work fine via the IOTAS Home service directly, implying the issue is with the integration.

[JillG]

I have not heard anything from the Nest team as far as updates on this issue. I do know they are aware though.

Have you gotten any replies from the IOTAS support channels?

J

[LPA]

JillG, IOTAS is aware of the issue but is not responding or updating us.  I did discover today that in October when this issue started IOTAS updated the internet address that we connect to them in the Residential Portal App. The new Address is residentApp.Iotas.com, and the old address was m.iotas.com. Is the authorization from the Google Home app going to the wrong site?

[JillG]

I'll add that info to the escalation. Thanks for that!

[marek0093]

Hi @JillG - Any update on the escalation?

[marek0093]

Hi @JillG Checking in again. Any update? Is there an alternative/preferred way for us to track or follow up on this issue? Thank you!

[anchitbhatia96]

Hi. I am also facing this issue since long time. Was the team able to fix this issue?

[JillG]

Hi @LPA @anchitbhatia96 @marek0093 

The only other thing the team is asking to try is: To log out and log back in through the IOTAS app, and try using that app with a different account to see if it runs into the same issue and then let us know.

I do see that the Community Google Home team is still aware and looking into this issue.

[LPA]

Jill, I logged out of Home and IOTAS, I then created a whole new Home in the Google Home app,.The same exact issue occurred when trying to link to IOTAs Home.  I anxiously await an answer. The IOTAS Home app was updated today, but the update didn't resolve the issue.  There are many residents in the complex reporting this issue with the connection.