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GoogleNestTeam
Community Manager (Admin)
Community Manager (Admin)

Hey everyone, 

 

As members of our community, we know that many of you use several products to build your smart home, and even the smallest change can impact how things work. Unfortunately, because of an interruption caused by Sonos, a small number of you using Pixel phones in the US may be unable to set up devices at this time. We are hopeful that this is a temporary decision that only impacts a small number of you.

 

In the meantime, if you’re attempting to set up a device that hasn’t been connected to Wifi for some time (or ever), you may encounter the message “Device needs to be activated before setup” in the Google Home app. When this happens, please follow the appropriate steps below:

 

  • If your device has Google TV or Android TV, use the setup flow on your TV to activate your device.
  • If you live outside of the US, follow these steps to activate your device using the Device Utility app
  • If you live in the US, please give us a call or chat

 

We will continue to loop in our community on updates on this situation. For any questions and concerns, please contact us so we can assist you further. 

 

Thanks, 

Google Nest Team

56 Comments
Someone22
Community Member

It's your fault. You stoled Sonos' technology, so that's why you had an interruption. Next time you will think twice before stealing the other brands.

Hevilath
Community Member

It is unfortunate (or unacceptable I might say) that Google and Sonos customers are paying the price of corporate license war. Hopefully Google is working with best interest of end-users in mind and will lawfully license technology from Sonos without removing any more features from existing Google Nest and Pixel product lines.

c0sm0naught
Community Member

for a tech company - you certainly don't seem to know about the technical side.

your OS is becoming an absolute joke

Iris1
Community Member

Are we at least going to get a notification from you when I can actually use these devices again?

Windflower
Community Member

Had this issue with a new Nest Point. Managed to get it to work using the Google home app on a Samsung device (logged in with an account that has access to the home group). Seems it's only a problem on Pixel devices. Hope this helps anyone who shows up here.

alexhawker
Community Member

This is the dumbest thing I have ever heard of. And when you run into the issue, it just tells you to contact Google, forcing you to spend over an hour talking to the least helpful, rudest, dumbest support team in all of tech.

I hate Google support so much.

alexhawker
Community Member

I hate Sonos just as much, fwiw. Another completely trash company.

 

Both companies TOOK AWAY the ability to set up a new device FROM A PC. WHY? So they can harvest more user data from the smartphone platform.

 

Horrible companies.

alexhawker
Community Member

Why is the device utility app not available in the US??? @GoogleNestTeam 

alexhawker
Community Member

Maybe you should tell people that if they complain enough you will replace the old device with the newest equivalent (which is compatible with Pixel devices)? Shouldn't that be widely advertised to ALL AFFECTED USERS?

alexhawker
Community Member

I also filed an FTC complaint and encourage others to do the same.

ScottyV
Community Member

Yes, this is absolutely unacceptable! A product that doesn't work with their own supposed "top of the line" (pixel 6 pro) is so absurd that it would be laughable if it wasn't such a major problem. I've already made my entire office Google dependant and now the HUB that is supposed to make it all work together is refusing to cooperate with other integral parts of the system!! Do I cut my losses and move to another system to make my office smart units talk to each other? I am absolutely furious about this! And you have the gall to blame Sonos when it was Google who impeded on sonos's proprietary tech. For shame Google! I'm contacting the FCC and BBB as well

lukkumicik
Community Member

Super

Neicey57
Community Member

I cant connect to my play store for some reason

Rockstarr101
Community Member

Wow tho...Google you truly are going to sh!t and are dropping the ball in some serious ways ..I've been a supporter for over 20 years ...boasting of the reliability of your products working and being convenient. That is up until recently...up until I have acquired all supported Google smart products just to now realize I've been duped?!?! Idk what y'all are doing but get back whomever you fired or lost ...go back to the basics and keep your experiments to those whom opt in for them...not on your loyal customers that you make billions off of! Seriously tho?!?!🤯

Drakenaton
Community Member

This is incredible. I had to finish the initial setup using an iOS device because the Home app was not working for the setup of my nest hub 2ndo gen on my pixel 5. 🙄

vthomas2
Community Member

I'm of those who have wasted hours before finding there is no way activate my Lenovo Smart Clock with my Pixel 6 phone. I don't have another phone so that's not a serious suggestion. I guess I'll take it back to Lowe's for a refund. Doesn't Google have a commitment to it's partners. It clearly doesn't to the end user.

Andrewmc
Community Member

I can't connect my new Lenovo smart clock with my top of the line. Google pixel 6 pro... How messed up is that? Thanks Google. 

MehdiR
Community Member

I reset my cast and could never connect it again. It keeps saying it has to be activated.   I have been searching and clicking all the links and none of them brought me to this post by Google.  Very frustrating and irresponsible. Why don't you have this post on the Home app as a message to Pixel holders?  I repeated this set up process hundreds of times to no avail and just this. 

Terrible communication indeed.

Ary01
Community Member

I contacted support and they told me to borrow someone else's phone or contact the manufacturer, so there's no point in contacting them.

alexhawker
Community Member

@Ary01  after extended complaining and telling them I did not have another device I could borrow, they replaced my old Chromecast with a brand new Google TV, so I would definitely keep bugging them til they help.

DirtJeans
Community Member

This is beyond ridiculous. It's like being in a Google anti-ecosystem.

Ary01
Community Member

@alexhawkerIt's a JBL Link speaker, so I doubt they'd replace it. It's also a great speaker, probably better than anything Google has currently. Luckily I remembered I have an old Chromebook (much older than my Pixel) and was able to activate it with that. So ridiculous.

Anonymous
Not applicable

Google and all it's products and services are a complete joke. I can't wait to switch my whole ecosystem to Apple when I get the money too. Google is garbage now. 👎

alexhawker
Community Member

Ehhh, Apple sucks too, just costs way more. It's not like only one is allowed to be bad.

Anonymous
Not applicable

Lol I'd rather have Apple at this point though. Yes they are more expensive, but at least I get actual customer service and a physical store to walk into. With Google I get inconsistencies and bs. With Apple it's more locked down, but their stuff "just works" without all the hoops I have to jump through when dealing with anything Google. 

alexhawker
Community Member

It doesn't just work though. I've had plenty of bad experiences with Apple stuff that costs 3x as much and locks you in completely. I've seen error messages that don't tell you what's wrong (OS update needed but it says payment not set up yet when downloading an app), and support had no idea.
Good luck paying more for different issues *shrug*.

Anonymous
Not applicable

Like I said before Google is inconsistent. But hey to each their own. I refuse to keep paying for sub par garbage hardware that Google barely supports.

alexhawker
Community Member

Paying top tier for mid tier hardware (Ive has left, they do stupid crap like including a chunk of stainless steel inside because customers associate weight with quality) and mid-tier support sounds like a great plan.
Have a great day!

Anonymous
Not applicable

Appreciate it. Good luck with that top of the line Google customer support that is always available to give you a helping hand. 🤣 Oh wait.....if you can ever get ahold of someone. 

alexhawker
Community Member

Have fun paying the apple tax

Anonymous
Not applicable

Fine by me. I forgot how wonderful the Google Pixel 6 series was when it came out with all it's bugs and issues. Have to love Google's high end top tier Android phones. 

ReverendOlaf
Community Member

This and all of the stolen features and functions is unacceptable.  I've invested hundreds of dollars based on functionality that has been taken away--by GOOGLE.

xor
Community Member

"Unfortunately, because of an interruption caused by Sonos"

This is a despicable statement. This sounds like the behavior of a toddler smashing their toys, going home and blaming everyone but themselves. 

Because I own *more* Google products I am losing functionality? Glad I have bought the 3a, 4a 5g and the 6 pro 🙄, stadia, Google TV and multiple speakers. Time to find my old Samsung?

MKFlyers2K
Community Member

The fact I buy Google products because they just work is no longer the case. Tech support across all of your platforms is not even a joke to describe it. My pixel device can't setup my $2.3k OLED Google tv. YTTV couldn't get 5.1 surround out correctly and still can't. My Chromecast with Google tv is neglected by lack of software updates. Seems that any type of Google design to Google design connectivity and or setup is non existent. I've lost faith in Google. And it just seems crazy to me a company of that size is not only put of touch with their consumer but seems out of touch internally.

alexhawker
Community Member
$2.3k OLED Google tv

Nice flex.

 

You realize Google makes money from ad sales, not devices or subscriptions?

MKFlyers2K
Community Member

Sure do. They have access to some of my data but won't get any hits from ads as I blacklist it within my network and custom settings on the phone. 

alexhawker
Community Member

Congrats on the pi hole. Still doesn't make them any more likely to listen to your bleating about how much money you spent. *shrug*

 

And the accepted terms in networking are now "allow list" and "block list", FWIW.

pseudoending
Community Member

So now that I have worked to integrate my home, as well as various family members homes into the Google ecosystem.  Not to mention convincing various family members & friends to go with Pixel devices this is how things are going to go....  

It would seem I now have the driving force to abandon Google products unless this is remedied in quick fashion.  Not having the basic function to add/control Google devices from it's flagship mobile device is absolutely ludicrous.

Hawkes006
Community Member

Google won't fix this. Everyone in the company is hyper fixated at innovation for the sake of innovation, and put zero effort into supporting the products they already have. This is why they replace their messaging system every 6 months. Or make a product that everyone sits and says "who is this for and why did you make it?" They create for the sake of creation without questioning why, and then ADHD kicks in and they move to the next thing without supporting the users who choose to use their products.

 

Google Homes are dead, and they'd either have to pay Sonos or actually invest in the tool to get it working. To them,they already succeeded in making the Google Home so to go back would be a failure, and as such they'll do neither but go create some other half baked product that they ask everyone to switch to in two years time. 

This is a travesty. "Blame Sonos" - and then what, it's not like us blaming Sonos for this will invalidate patent law or make the judges reverse the decision. They have more money than God and could afford to license the patents, but they'd rather consumers be annoyed.

alexhawker
Community Member

replace their messaging system every 6 months

🤣🤣🤣

 

We know everyone is butthurt over losing Hangouts, but exaggerating really undercuts your credibility.

aymanayman
Community Member

<bottom> yaman

jtav1
Community Member

What an absolute joke. A great reminder to stop purchasing Googles sub-par products with their intentionally broken features.

umdustin
Community Member

This kind of stuff is why I say "No" when asked if I would recommend Google products to friends and family. I refuse to advocate because this stuff happens all the time.

And this new silliness is why I'm slowly transitioning to Amazon home devices.

Keegandhue
Community Member

A fix for now, For pixel users, trying to connect certain nest devices, maybe more, You can use Google to find an outdated version of the Device Utility apk file. It's not on the play store but it's easily obtained. Install the app and get your unactivated devices activated. Then uninstall that app or use later if needed when adding more devices. Doesn't work for everything but gets the job done for most things.  Apk link I use frequently to help others setup devices as needed.  https://www.apkmirror.com/apk/google-inc/device-utility/device-utility-2-0-0-2-release/

McMurdeR
Community Member

An interruption caused by Sonos! How juvenile!

It's widely known that Google is losing a legal dispute with Sonos over infringement of intellectual property. In any case, it's not your customers fault. Would it not be better to pay to licence the patents?

benbuzbee
Community Member

Google, you should be embarrassed by the current user experience for your products. You should also be embarrassed that the best you can do is blame Sonos and tell us to call you.

Google engineers, you should be embarrassed as well. Tell your manager's this experience is ridiculous and find a solution. Don't make excuses. I don't care if you expect to win a lawsuit in a month, you cannot leave your users holding the bag during that time.

I just bought a Nest Audio from Target and had to go get a non-pixel tablet (you're lucky I had one or I would be even more angry) to set it up. That was after waiting for 15 minutes for a support member to answer their chat, remaining 3rd in queue the entire time.

Sue_sd
Community Member

I would love to call or chat as advised but I'm caught in an endless loop. I can't get to the point where I can actually click a link to contact someone. Could you make it any more frustrating for me?

I've now spent 2 hours. I'm about to throw it out the window into the garbage. 

Eanderson753
Community Member

Why is the Device Utility app not available in the US? 

Sue_sd
Community Member

Good question! 

Eanderson753
Community Member

@Keegandhue Thank you for the link to the old Device Utility . I was able to install that to a super old android device that doesn't support Google Home app and it was able to activate my Nest Audio