Can’t completely remove devices from Nest app

[Redlocks]

I got a new modem and router today which changed my network and WiFi password.  It has been a nightmare to update Google devices.  Everything had to be factory reset and reinstalled.  I was unable to completely remove my Nest doorbell and indoor camera from the Nest App or Google Home to reinstall them.  I went through the delete process, but they are still showing on the app, although now I can’t do anything with them.  I finally called Nest support and after an hour of the tech trying to fix the problem, he tells me it is an issue with the app itself and is affecting others with the same problem.  He said I’ll have to wait until they can fix the issue with the app.  Just wondering if anyone is having a similar issue or has a suggestion?

[DrJatz]

Hello everyone

I thought I'd share my recent experiences of a very similar issue. 

I recently changed broad band provider, who then suddenly decided I needed an extremely strong password for my Wi-Fi. This as many of you have mentioned is extremely painful as you have to remove Google or nest devices from the Google home app, factory reset them and then re-add them to the app. 

All was going well until I got to my nest doorbell (2nd gen wired). The Google home app simply stated that the camera was now offline. The option to remove the device was not available. I have been pulling my hair out for the last 2-3 days without any success.

However, a number of you on this thread mentioned about resetting the device by pressing the reset button with a pin for at least 12 seconds. I did this and the device completely died! It took me a further four or five attempts to reset and the doorbell suddenly came back to life. This time when I try to install the doorbell via the Google home app it directed me towards the nest app. Once I installed this and gave it permission to connect to my Google home app, it immediately found my doorbell and gave me the option to apply a new Wi-Fi password.

Once I did this the doorbell started functioning within the nest app. I was ready to live with the doorbell on the nest app but......to my amazement the nest doorbell was now showing correctly on my Google home app. 

I actually don't know what was going on in the background, but maybe the two applications once they were allowed to communicate with one another shared the correct Wi-Fi password. 

Please note, I am not an expert and I am not entirely sure why this works. Give it a go. It might work for you.

Regards J

[Justinsimsgb]

I eventually got this fixed. After spending an hour on the phone with Google (trying all sorts of trouble shooting steps) they told me they would escalate to their advanced tech support team.

They asked me to do more trouble shooting steps but at the end of all of this I could not log into my Nest Account from the website and if I tried to open the Nest Doorbell from the Nest app it just flashed a blank screen for a second before returning me to the screen I was on.
Eventually Google said they would reset my Nest account and send a new doorbell. When I logged in via the app they had indeed removed my old device. When the new device arrived I was able to install it and I am back up and running. 
My conclusion from all of this is they have a software or firmware issue that bricks the doorbell and prevents it being removed from the app. 
For others with this issue I suggest you call Google and let them take you through all of their trouble shooting steps. It will take time though!

[leewcj]

My gen 1 doorbell stopped working and I have replaced it with the gen 3. I removed the old, broken doorbell from Goggle Home but it still shows up under cameras.  I can't remove it from Nest, it just sends me back to Goggle Home.  I've moved it to a dummy room but I want to get rid of it from my favorites screen on the Home app.  Seems like this would be a standard workflow. 

[Funkifishi92]

So - I managed to get this resolved, but not by any help from Google...

After the recent software launch, I replugged my device after 2 weeks unplugged, did a factory reset and it asked to do a software update.

After that, I logged into the Home app and finally noticed the 'Remove Device' button was different, so did this and the device was actually removed! 
So, then reinstalled the device and it worked

Google tech support also acted like this was the very first time they had ever come across this issue, followed by requesting me to video the problem.

[leewcj]

Thanks, my issue is that the old gen 1 doorbell is completely dead. It won't reset.  I guess when I feel like wasting a few hours I'll give Google a call. 🤨