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Philips Hue account won’t link again

Paxtatochip
Community Member

Hello!

I have been having this issue for months and nothing I’ve tried has fixed it. My Philips Hue lights suddenly stopped working through Google Home. I thought maybe I would try to unlink / relink my account and maybe that would help. But now I have been unable to link my Philips Hue account. The Home app will say the accounts are linked, and then immediately tell me that something happened and it failed.

 

I have the 2nd gen Hue bridge, everything is up to date, account info is correct for both. 
I have no idea what to do to get my account linked again..

7 REPLIES 7

LovelyM
Community Specialist
Community Specialist

Hey Paxtatochip, 

Thanks for posting — let's get this sorted out.

Make sure to unlink your Philips Hue if it's showing connected under your Google Account's Linked accounts and remove it from the Google Home app. Once done, uninstall both the Google Home and Philips Hue apps, then reinstall the former and try linking your Philips Hue account again.

Let me know how it goes.

Cheers, 
Lovely

midnight51
Community Member

@Paxtatochip 
I had a similar problem. My Hue <-> Google link disappeared the other day and it won't let me re-add it. If I look at the Google Home app itself, all the lights appear offline. I've attempted to re-link the Hue account, and it seems like it works--everything logs in just fine, however, Phillips Hue never shows up in the "linked services" list. Other posters seem to have resolved the issue by unlinking and then re-linking the Hue account, but I wasn't able to do that because Hue wasn't in the list of "linked services" to begin with. So I decided to go the other way with troubleshooting and started investigating Hue. I logged in to the Hue webpage dashboard and clicked "My Phillips Hue System" from the left column, then selected my Hue bridge on the right. There were tons (30+) old stale devices and connections to the bridge so I deleted all of them except my cell phone and cell phone app. I tried again inside the Google Home app to re-link with no success. I went back to the Hue android app and found an option in Settings > Bridge settings at the bottom called "Clean up". I'm guessing this does a deeper cleaning than what I performed from the web dashboard. The first try it said it errored out for some reason, but I ran it again and it seemed to have went through. Note: this does not delete your lights/sensors, just any custom scenes and other junk you've added. I went back to the Google Home app and attempted to re-link. Huzzah! It now shows up in the "linked services" section. I flipped some of the lights off and on a couple times and then asked Google to dim all my lights and it worked.

Good luck--I hope this helps. 😎👍

m51

LovelyM
Community Specialist
Community Specialist

Hi midnight51, 

Many thanks for sharing these troubleshooting steps. I'm glad to know that you're all good now. If you have other questions or concerns, feel free to tell me.

Best, 
Lovely 

Paxtatochip
Community Member

Hi all! Thanks for the assistance. Sadly neither of the above worked for me.

 

I ended up having to buy a new Hue bridge, delete my entire Hue account and create another to get everything connected again. I’m not sure if the new bridge did the trick, or the new account, but everything is working together again now. 

LovelyM
Community Specialist
Community Specialist

Hello Paxtatochip, 

I appreciate the update! I'm glad to know that your Philips Hue lights are now back up and running. I'll keep your thread open for three more days, so inform me if you ever have additional questions or concerns.

Thanks, 
Lovely 

LovelyM
Community Specialist
Community Specialist

Hi there, 

Just buzzing in to make sure you're all good now. Give me a shout if you need anything else.

Kind regards, 
Lovely

LovelyM
Community Specialist
Community Specialist

Hey Paxtatochip, 

Due to inactivity, I'll go ahead and lock this thread in 24 hours. We'd be glad to help you further so if you still need assistance, feel free to start a new thread.

Cheers, 
Lovely