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"There was a problem communicating with google."

4derickson2
Community Member

I keep getting the message "there was a problem communicating with Google." I have factory reset twice and even created a new home to see if it would work there, but I still get the same error message. I get this message after I (1) scanned the QR code, and (2) selected and connected to the Wi-Fi. It is during the finishing up stage that I get this message. Can anyone help me please?

1 ACCEPTED SOLUTION

4derickson2
Community Member

So I ended up calling support and they were very helpful. For those of you who are still having problems, I recommend first making sure that the device is not on any other account. I thought I had removed it... apparently I hadn't. Then factory reset your device and follow the directions. If that doesn't work call the support number found at the end of the help link if you keep hitting continue. Good luck! 

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30 REPLIES 30

lynxsclaw
Community Member

Same here.  Got an TP-LINK extender that won't allow me to use the same password for the Mesh I'm replacing and you guessed it, that's the network I had my Google Home on.  Now I'm in the horrible process (again) of setting up all my devices back up again just to change the password on the same SSID and this is always for me the worse thing ever.  I'm trying to follow their support and just factory reset it & add the bell into Home.  Why can't google just make this process simple?

I've been trying this over an our with this Google battery doorbell.  Get right to the end and get the same error as you! "There was a problem communicating with google".  This is ridiculous!  Spent almost two hours on this.  And if someone says I need to delete the doorbell, lose all my videos and re-install ... I'm going to freak!

lynxsclaw
Community Member

Yes, couldn't wait.  Deleted the previous doorbell, lost all the videos and settings.  Doorbell now installed on 1st try without issue.  Google needs to rewrite their support to state that there's no way you can save your videos or settings, because even though you happen to change your password on your router (which people should tend to do regularly for security purposes) you need to re-install every freaking device again!  So so ridiculous!  And right now I'm so so so bitter with Google's hardware and software groups.  Three hours of my life wasting with the hopes of saving settings and videos which should have been easily salvageable.

4derickson2
Community Member

Still experiencing the issue. Uninstalled Google home and have factory reset the doorbell 3 times. Please help

aatienza
Community Specialist
Community Specialist

Hey folks,

 

I’m sorry you’re having trouble with this. No worries, we'll check this out. What phone are you using to set up your Nest Doorbell (Android, iOS)? What's the Google Home app version are you using? Also, try to clear cache the Google Home app, then restart your phone to see if that helps.

 

Thanks,

Archie

I am using Android. I tried clearing the cache, that didn't work and then I cleared all data and that didn't work. I previously was using it with a different Google account but shouldn't the factory reset clear that? Any further trouble shooting tips?

I am also using version 2.54.33.3

aatienza
Community Specialist
Community Specialist

Hey 4derickson2,

 

I'm sorry for the delay. To confirm, are you using a personal Gmail account? Try using a different phone to see if that works. Also, check out this link for additional help.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey 4derickson2,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey 4derickson2,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie

I am using a Pixel phone. I have factory reset the doorbell umpteen times, cleared the cache, unplugged my router, restarted my phone, uninstalled the Google home app, tried installing under a different account, I went back to the original account that I had it installed under, made sure it was removed. I'm not sure what else to do here

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

Thanks for helping out Archie.

 

4derickson2, I'm sorry you've had to deal with this but thanks for trying. Let's dig deeper into this — help me with these questions:

 

  1. What’s the color of the LED status light?
  2. How far is the device from the router?
  3. Do you have another phone(iPhone or Android) to set it up?
  4. Has the device been paired before?
  5. Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device they want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal.

 

Looking forward for your response.

 

Regards,

JT

1. The color of the LED when plugged in is blue.

2. It is no more than 10 feet unblocked from the router

3. We are an android family and I have tried to pair with my pixel and my wife's Samsung

4. I had previously had this paired with a separate Google account on the se network. But it has since been removed from that account and factory reset 20 times.

5. The microwave is maybe 15 feet away and previously didn't interfere with my connecting to the network.

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Ah, gotcha. Thanks for sharing that. Let's dig deeper into this — give these steps a try:

 

  • Make sure your phone is on the same Wi-Fi network as the selected network for the Nest device.
  • It should not be connected to any Bluetooth devices.
  • Cellular data should be turned off.
  • On iOS devices with iOS 14 or later, ensure that Local Network Access is enabled for the Nest or Google Home app.
    1. On the iOS device's home screen, tap Settings.
    2. Tap Privacy > Local Network.
    3. In the list of apps, turn on Local Network Access for the Nest or Google Home app.

Let me know how it works.

 

Thanks,

JT

 I do not have an iPhone but I turned off the mobile data. And went into the app's settings to give it unfettered access. It is still not working 

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see if you saw the previous troubleshooting steps. Please let us know if you still need further assistance.

Best regard,
Brad

4derickson2
Community Member

Yes the issue is still going on. Please help if you can

Brad
Community Specialist
Community Specialist

Hey there,

 

I apologize I misread this conversation. I am sorry to hear that y'all are still seeing this error message. I'd like you to check out this Troubleshooting Guide that I believe, can help you out and narrow down the issue.

 

Best regards,

Brad

4derickson2
Community Member

I am a le to do the whole setup it is just the last step that says "There was a problem communicating with google."  one of these articles help here. 

I have restarted the app, uninstalled it, tried it on another phone, and another Google account. I have factory reset my doorbell more times than I can count. I turned off my router and unplugged it too. I have to set it up in the home app as when I try to set it up in the best app it directs me straight to the home app.

It is not the Nest hello at least as pictured but is the Google Nest Doorbell Battery. 

Brad
Community Specialist
Community Specialist

@4derickson2

 

Thank you for your feedback on this issue, I fully understand the frustrations of not having your new Nest Cams in the Nest App or available on https://goo.gle/3A7x7ug web app. I can imagine having to use two different apps at the moment is quite daunting, and could lead to frustration. 

 

However, the new Nest cameras and doorbell are exclusive to the Home app because we wanted to create an integrated experience with your speakers and displays. A Nest Aware subscription applies to all of your cameras, speakers, and displays in the same home structure. Thank you for your continued patience, and support. 

 

Best Regards,

Brad

4derickson2
Community Member

So I ended up calling support and they were very helpful. For those of you who are still having problems, I recommend first making sure that the device is not on any other account. I thought I had removed it... apparently I hadn't. Then factory reset your device and follow the directions. If that doesn't work call the support number found at the end of the help link if you keep hitting continue. Good luck! 

Brad
Community Specialist
Community Specialist

@4derickson2

 

I am happy to hear that you got it figured out with Support! As this issue has been resolved for you, we'll keep this thread open for a few more days to make sure everyone gets the help they need.

 

Best regards,

Brad

4derickson2
Community Member

I have seen these responses and am still experiencing difficulty connecting my nest doorbell to my home. I even unplugged my router.

Sjoclyn
Community Member

I'm having the same issue, tried the same troubleshooting methods, and am waiting for the response here for the next steps

Boomaker
Community Member

Same problem here. Will be on holidays tomorrow and I won't have my doorbell working...

JustTina
Community Member

I am having the same problem with a battery nestcam.

Everything goes as its meant to until apparently - "There was a problem communicating with google." 

I have removed the device from the home, removed the home from the app, factory reset the camera countless times, and I have done just about everything except 'BE THE GOOGLE'

Like honestly how can this keep being such a problem???? If for some reason after removing the device and the home it is still somehow connected then how am I suppose to check - it makes no sense!!! Please help us fix this problem for good so this glitch can stop wasting so much time - I hate to think of the hours I have spent on this one problem!

I think this is so frustrating all so that Google can give people an integrated experience - why not just let battery cam have a version that can be seen on the Nest app and give people the opportunity to exchange the home version for the Nest one and see what happens - cause this is a major problem that seems to have over 20+ different fixes...

 

https://support.google.com/googlenest/gethelp This was more helpful than anything else. Call the Google help line. They helped me  FINALLY get it working again.

 

 

Brad
Community Specialist
Community Specialist

@JustTina

 

I would suggest you reach out to Support for further assistance. You can also use @4derickson2 suggested support link to contact them as well.

 

Best regards,

Brad

aatienza
Community Specialist
Community Specialist

Hey JustTina,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Brad.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey JustTina,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie