Adding device in google home app saying “something went wrong”

[CherieCao]

I have found several similar topics here, but none of them got true solution to fix the issue.

I tried to add the google chrome/google tv in my google home app. Everything went through very smooth until very last step. TV has been showing “connected, follow the step in your google home app”, then google home app saying connected, then click next, then it shows “something went wrong”. I have tried to reboot google chrome cast 3 times already,  it got the same error message. Then I tried to add my JBL speaker into my google home app. The same issue happened. Process went through very smooth until very last step saying “something went wrong”! It is so frustrated. I tried the trouble shooting steps as well, none of them worked out! It spent my whole night for nothing. I added camera, nest thermostats before with no issue at all.

[Kimy]

Hi CherieCao,

Thanks for posting and for being a step ahead of us. It may not be the Chromecast device if other devices show the same message. Try to troubleshoot the Google Home App by clearing it completely (cache and data) or deleting it. Reboot the phone, then reinstall the app. If it persists, try on another smartphone and ensure that you log in to the same account. You can then delete the Google Home App and all the data on the said phone once the setup has been completed. Check back on your phone to see the devices already associated with the Google Home App. You can also try a factory reset for a full clean-up on your Chromecast device, then set it up from scratch. Let us know how it goes.

Thanks,

Kimy

[Davis1474]

Thanks Kimy, I have tried all of the above and the problem still persists.

I have lost count of the amount of factory resets or deleting the home app / re-installing I have done. Also tried it from 2 other devices, a iPad and another iPhone and still get exactly the same error.

[Kimy]

Hi Davis1474,

Thanks for posting here in the Google Nest Community. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information and let me know once it’s done.

Thanks,

Kimy

[Kimy]

Hi there,

I'm just checking in to make sure that you saw our responses. Please let us know if you still need our help, as we would be happy to answer any questions you may have.

Regards,

Kimy

[Davis1474]

Hello Kimmy,

Thanks for this, I just received my replacement device and the problem still persist, which tells me there is something wrong with the communication between my phone and the device, but I don't have another device to try it on.

I can fill in the above form but I was already speaking to someone on email so should I Just email them back?

Many thanks

[Kimy]

Hi Davis1474,

Thanks for the details. Now that you mentioned it, it’s a clear indicator that the replaced device may not be faulty. If this is a Chromecast with Google TV, you can proceed with setting it up using the remote alone. If this is an older version of Chromecast, you may need to use another smartphone (try an Android phone) just for the purpose of setting it up. Once setup is completed, you can delete the Google Home App on the borrowed smartphone and use your own devices for casting.

Since you’re already in contact with the support team, there’s no need to fill out the form. Let us know how it goes with the steps I shared.

Thanks,

Kimy