Unable to add a new device to Home

[Conroydp]

Hi,

I've been using a Zolo Mojo speaker on Google Home for the past 5 years. Towards the end of last month the speaker lost connection to Google Home and did not want to connect to the internet.  I did a factory reset on the speaker and tried adding it to Google home again.  All works fine until the end where it does the configuration of the speaker and responds " Unable to complete setup"  When I browse for the speaker in Google Home I can see it under devices but it is "Offline"  When I communicate with the speaker it says "Please log into the Google Home app"  I am logged into my Google account and am connected to the same wifi as my speaker.  Please assist...

[luciaaa]

Hi, @Conroydp,

Thank you so much for reaching out to the community. I’m truly sorry you are having trouble pairing the speaker on the Google Home app. I’m happy to help you and find a solution. 

I appreciate you taking the time to perform a factory reset. To provide you with the best assistance, please provide the following information:

• Besides the factory reset, did you try any other troubleshooting steps?
• Have you contacted Zolo tech support for further assistance? 
• Is the speaker working on the Zolo app?
• When you tap and hold the device, do you see the option to remove the speaker? 

If you see the option to remove the device, remove it, and after that, try to connect the speaker on the Google Home app. Refer to this article for instructions: Connect third-party smart home devices in the Google Home app. 

If the inconvenience still persists, you might need to delete the Google Home app, restart your mobile device, reinstall the Google Home app, and try to pair the speaker. 

Additionally, consider pairing the speaker with a different mobile device or tablet.

Please let me know how it goes.

Best regards, 

Ana

[spare-brain]

I'm having the same issue with my Zolo Mojo after doing a factory reset. Nothing seems to work, and I also found this Reddit post where others are having the same issue - https://www.reddit.com/r/googlehome/comments/1f7p87p/is_anybody_else_having_issues_setting_up_device...

[luciaaa]

Hi, @spare-brain,

Thank you so much for posting in the community. I’m truly sorry your speaker is not connecting to the Google Home app. Help’s here!

I appreciate you taking the time to perform a factory reset on the speaker.

Please let me know if you deleted the speaker from the Google Home app before adding it again, and make sure you are selecting these options when you try to add the speaker on the Google Home app.

• Open the Google Home app.
• Tap Devices > Add > Works with Google Home.
• Select the device maker from the list.
• Follow the in-app steps to complete the setup.

Also, I’d appreciate it if you could tell me if you tried any troubleshooting steps from my previous post. This information will help to determine the best course of action.

Please keep me posted.

Best regards,

Ana