Moved house & Google home app not adding devices to home properly - google home, mini and google tv

[dashton]

Recently moved house and I've had ongoing issues with the google home app, but I can't work out if the issue is the google home app, my google account, or with the wifi/router settings (Hyperoptic, Nokia router [dual 2.4 GHz and 5 GHz]; factory settings).

I have moved multiple times and setup many new 'homes' on the google home app without any problems. However, when I setup a google home and mini at my new home, it took multiple attempts with error messages throughout the setup to add them to the new home. Once added, I could only play music on them through Spotify. If I ask them any verbal prompts, they respond with the error message "this device is not connected, please download the google home app". Weirdly, I can see them and their activity on the google home app.

I don't know what to try next...

I just bought a new projector with google tv, and similarly I keep having issues at different stages trying to set it up. Half the time it wouldn't connect to the wifi, and the other half when it does connect to the wifi, it gets stuck at the next stage "Signing in to Google TV device with your Google Account". Unlike the speakers, multiple attempts didn't work.

I have tried factory resetting all devices. Restarting the router. Deleting the google home app and re-installing. Using a different phone to setup (both IOS).

Since multiple (old and new) devices are having the same problem, I assume the issue must be related to the wifi/router settings or the google home app. Initially I thought it was the wifi/router, however I can connect the devices to it (even if it is after multiple attempts) and I can play music and control the google home and mini speakers through Spotify, and see them on the google home app. And when I click on the device settings on the home app, it says they're connected to the wifi. I have read one or two people on forums needing to split their dual 2.4 GHz and 5 Ghz wifi to just use the 2.4 GHz to connect all devices, but as far as I've read, all the devices are compatible with the dual.

Not sure what to try next...

[Guarcax]

Hi there!

Thanks for posting in the community.
I’m sorry for the inconvenience that you’ve been experiencing with your Nest speakers and displays. I understand that you are constantly moving and changing the WiFi network on your device with no issue, but this time on your new location you are not able to set up any of your devices to your new wifi router. No worries, I’m happy to help you find a solution to this. In order to further assist you, I will need some extra information to fully understand the situation. Here I have some questions for you: 

• How far have you gotten during the setup? What is the last screen that you see before receiving the screen with the error message?
• What is the model of all the devices that you are trying to set up?
• Are you using a different wifi router than the one that you were using before?
• Is your phone up to date? What is your OS version?

Here are the most important recommended Wi-Fi network and router settings for use with Nest products. For more details, refer to the sections below.

• Enable 802.11 b/g/n if you have an 802.11 ac router.
• Set your Wi-Fi router's DHCP lease time to at least 2 hours.
• Turn on your router's Power Save Mode (PSM) if you have a Nest thermostat.
• Enable IPv6 if you have a Nest Protect.
• On your Wi-Fi router, turn on multicast if you're adding additional Nest devices.

If you've confirmed these settings and are still having issues, check for more settings below.

Please check the following articles: Update Wi-Fi network and router settings and Connect Google Nest or Home devices to a new Wi-Fi network.

Tell me how it goes.

Regards,

Daniel.