One manager of home can’t see devices

[hskaufmann]

Help!  I’ve set up a home and devices, and I’m able to view and manage all devices. I added another manager with full access, and in the Google Home iOS app she is able to see that there are devices in the home but they appear offline.

When she logs in to web access, she doesn’t see any devices. 

[MplsCustomer]

@hskaufmann 

I've seen a few posts in this forum reporting that some members of a Google Nest "household" see devices as offline, but I've never seen a resolution on these reports. It does not happen in our household.

Regarding no devices showing on the home.google.com website, you can check whether your household member is logged into Google in her browser with a different Google Account than the one you used when inviting her to be a member.

[EmptyNester]

@hskaufmann  Hello,  I'm going to escalate this to see if we can get you some help from the folks from Google Tech support...

[hskaufmann]

Thanks @EmptyNester !  We've now tried signing out and signing back in, deleting and re-installing the Google Home app, and restarting the iPhone - no change, the devices all appear offline.  

[EmptyNester]

Hmmmm, just confirming that she has a personal GMAIL account that she is using?  And it is not a GMAIL account that is managed by an employer type account.

[hskaufmann]

Yes, she has a personal gmail account and her account and profile all looks the same as mine.

[MplsCustomer]

@hskaufmann 

Maybe you should try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Jenelyn_O]

Hi folks,

@hskaufmann, thanks for reaching out to the Google Nest Community forum. I'd like to confirm, were you able to try removing and adding her again as your home member? 

I appreciate your inputs, @MplsCustomer and @EmptyNester.

Best,

Jenelyn

[hskaufmann]

Hi @Jenelyn_O - Yes, I've tried to remove her and add her back as a member twice, and the issue persists.

[EdmondB]

Hello hskaufmann, 

Thanks for the information. We'd love to help you out with this. Could you please fill out this form? Once you're done, just let me know.

Best,
Edmond

[hskaufmann]

Thanks, Edmond - I've submitted the form.  I did contact support via chat, and after a transfer to another agent, they were not able to assist me.  They requested serial numbers for the devices, and when I explained that I was not at home at the moment, they indicated that I would need to be physically present with the devices to be able to troubleshoot.  Since the devices are not all one kind (it is a mix of cameras and a thermostat) I struggled with that reasoning.

[EdmondB]

Hi there, 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. 

Cheers,
Edmond