Trying to link SmartHQ to Google Home, but it's not recognizing my devices

[cjgippner]

Set up SmartHQ, connected my fridge, and everything is working great in that app. Problem is, when I tried to link my SmartHQ to Google Home, it's telling me that no devices were found and cannot link them. Am I doing something wrong? I've tried several different times today and no luck.

[Omichron]

Likewise. The device is clearly down in the smarthq app and Google home claims no devices were setup when trying to link it to smarthq

[rosentrotter]

I'm having the same issue as the two users above. However, I'd like to add something if they haven't already tried it after a call with GE/SmartHQ tech support. GE appliances only connect to 2.4 GHZ routers. Newer routers also have a 5G band. So you have to make sure your Google Home are connected to the 2.4 GHZ. 

[Azarco]

Hey folks,

Thanks for reaching out — let's figure this out.

A few questions: was it working before? What's the app you're using in controlling your smart devices? Also, what's the exact message you're getting when linking it to your Google Home app?

Give these steps a try:

1. Make sure your devices are within 15-20 feet of your router, in the same room and connected to the same Wi-Fi network.
2. Make sure your apps are updated. You can uninstall and reinstall them to be sure.
3. Reboot your devices, Google Home and router to refresh the connection.
4. Once done, say "OK Google, sync my devices"
5. If all fails, try resetting your Google Home to its default settings.

Looking forward to your response.

Best,

Alex

[Omichron]

Was it working before?

No, the Google Home app has never successfully linked to devices controlled by the SmartHQ app, although it has successfully linked to devices controlled by OTHER accounts/apps.

What's the app we're using?

Android device, using the Google Home app. The SmartHQ is the android app by GE Appliances, https://play.google.com/store/apps/details?id=com.ge.kitchen&gl=US 

Exact Message?

No devices were found in your SmartHQ account
You may need to set up these devices with SmartHQ first. If you have already set up devices, they may not be available due to a temporary error. Please wait a few minutes and try again

If we login to the SmartHQ/GE Appliances website, we can verify that our devices are indeed connected to that account
https://accounts.brillion.geappliances.com/consumer/active/home

Here's a gif showing every step I'm taking, which I assume will correspond exactly with others' experience.

https://imgur.com/a/0ziub3J 

Considering that using "works with Google Home" I've connected to devices that haven't been turned on in months, I'm fairly sure this is a communication issue between the apps and not user error. For instance, I haven't turned on my Roomba in a long time, but as soon as I linked my iRobot account, there it was, correctly named, in Google Home

[Azarco]

Hey Omichron,

Thanks for the details. Could you try checking if you can see your SmartHQ devices under linked services?

1. Open the Google Home app.
2. At the top right, tap the Account icon.
3. Select Assistant settings.
4. Select Home control.
5. Check the Linked services section at the top and make sure.

Keep us posted.

Best,

Alex

[Omichron]

SmartHQ does not show up in the Linked services. Like cjgippner mentioned, that's the issue. It's refusing to link because it's claiming the service has no devices setup.

[Azarco]

Hey folks,

I appreciate all the patience and efforts. However, the URL portal used to link partners in the Google Home app is managed by the partners themselves. Issues encountered when linking a partner (home control) should be directed to that home automation partner for support. Partners are expected to support the integration of their products with Google Nest and Home devices. We'd contacting SmartHQ for additional assistance.

Regards,

Alex

[Azarco]

Hey all,

Still need help with this? Did you have a chance to contact SmartHQ support?

Thanks,

Alex

[rosentrotter]

Hi Alex, I’ve opened up a support ticket with GE and referenced this thread with them. The issue was escalated to their engineering team. I will report back when/if the issue is solved. 

[Azarco]

Hey rosentrotter,

Thanks for letting us know. We'll be waiting for your update and appreciate you doing that.

Regards,

Alex

[Azarco]

Hey folks,

Making sure everything is sorted out, how's it going with your Google Home? Feel free to respond to this thread if you have additional questions or concerns and I'd be glad to answer it for you.

Best,

Alex

[Azarco]

Hey all,

Just 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.

Kind regards,

Alex

[rosentrotter]

GE has not yet responded to my inquiry. Can you please keep the thread open for another week? 

[Azarco]

Hey rosentrotter,

Sure thing! Thanks for updating us. 

Keep us posted!

Best,

Alex

[Azarco]

Hey rosentrotter,

Checking back in — did you hear anything from GE support about your device? Let us know, so that we can assist you.

Best,

Alex

[Azarco]

Hey folks,

Just 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.

Kind regards,

Alex

[cjgippner]

This is my exact experience as well. All of these things.  I followed the instructions that Azarco recommended,  but of course it isn't linked because that's the whole problem. It won't link.

[rosentrotter]

I’m glad I waited to post this until Omichron did because I’m actually having a different experience. 

iPhone with Google Home mini. 

To answer your questions:

- I had my AC unit installed Tuesday, June 28. So no indicator if it was working before, or if it's working with a different GE appliance. Perhaps the other two users in this thread may be able to help answer that. 

- I am using Google Home version 2.54.105 and SmartHQ version 1.0.0.101.29

- After tapping "Works with Google," I will sign in with my SmartHQ credentials, then see a message that says "SmartHQ is linked," then "Account linked successfully." When I return to the main screen with all my Ikea Home Smart lights, the Air conditioning unit does not show. Further, when I say "OK Google, sync my devices," the assistant does not recognize SmartHQ as being linked nor does SmartHQ show up under linked services.

I tried all of the following steps on a lengthy call with Google Home Customer Support yesterday, and the issue was escalated to senior support.

Ultimately I want to be able to add my AC unit to my home/away routines. Is this something I’d only be able to do with a Nest Thermostat? 

(Edited for Clarification)