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Device Setup Gets Frozen on Connecting to Joining Devices screen

Aria2
Community Member

Hi everyone.

I was able to setup the Nest Hub easily but each time I try to setup the Doorbell (and I have tried both wired and battery version) and the Indoor/Outdoor Battery Cam during setup it stays on the “Connecting to Joining Devices” screen for a few minutes and then just freezes. Just wondering if anyone would be able to help as it has done this trying to setup 4 different devices.

 

Thanks.

9 REPLIES 9

EmptyNester
Gold Product Expert
Gold Product Expert

If I remember correctly it is trying to connect to near by devices just to get the WIFI info.  You might try turning off all the other device and try adding it again.  Or as another option you move much closer (with in 10 feet or so) to the near by devices to give the bluetooth connection a better chance of working.

Thanks for the ideas. I have indeed tried it after turning off all other devices and being within 10 feet of the device with my phone while setting it up. Every time I get to the screen where it says “Connecting to Joining Devices” it stays on that screen for about 3-5 minutes and then it just freezes and when I touch the phone the Google Home app crashes. And I have tried uninstalling and reinstalling Google Home, tried on different phones. Nothing seems to work to connect the 2 nest cams I bought or the 2 different doorbells (one battery and one wired). 

EmptyNester
Gold Product Expert
Gold Product Expert

Ugggg, how frustrating.  I'm sure you have been reading the posts here on this forum and you have seen other people with the same issues.

It might be time for you to speak with an actual Google Nest tech person.  With this link you can open a support ticket and answer the questions.  At the end it lets you place a phone call to speak with someone.  If you get thru I would be sure to set aside an hour as they will no doubt want to (painfully) walk you thru the 20 things you have already done.    I believe they are there 24/7 so you can call anytime.

Good luck and let me know if this works.  (Fingers Crossed)

https://support.google.com/googlenest/gethelp

EdmondB
Community Specialist
Community Specialist

Hey everyone,

@Aria2, I'd like to jump in here and check if you've seen EmptyNester's response. Let us know if you need more help by replying to this thread.

@EmptyNester, thanks for the help.

Thanks,
Edmond

EmersonB
Community Specialist
Community Specialist

Hello everybody,

@Aria2, we wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

I appreciate your response, Edmond and EmptyNester.
 
Regards, 
Emerson

EmptyNester
Gold Product Expert
Gold Product Expert

@Aria2   I just remember something from about a year ago.  Is your Gmail account by any chance a managed account?  If it is then won't work properly with the Google Home app.  You have to have your  own person account. 

"managed user accounts and consumer user accounts. Managed user accounts are under the full control of a Cloud Identity or Google Workspace administrator. In contrast, consumer accounts are fully owned and managed by the people who created them."

Lance_L
Community Specialist
Community Specialist

Hi Aria2,

 

Thanks for posting in our Community. I'm sorry to hear you're having trouble with this. Let’s check it out.

 

Have you seen EmptyNester's last response? Let me know if that helps.

 

Thanks for the help, EmptyNester, Edmond, and Emerson.

 

Best,

Lance

EmersonB
Community Specialist
Community Specialist

Hey folks

@Aria2, we wanted to know if you're still in need of assistance? Let us know if you have more questions in mind.

I appreciate your response, Lance.
  
Thanks,
Emerson

Lance_L
Community Specialist
Community Specialist

Hello Aria2,

 

We haven't heard from you in a while, so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

 

Regards,

Lance