Google home app “problem connecting to cloud”

[FIXITFERN]

Trying to place ambient pictures on my google tv 

it describes me having to go to the app and select the tv and press on the gear icon when I do “problem connecting to cloud “ pops up need help fixing this 

[chtom]

I'm having the exact same issue. I've opened a case with Google and they've escalated it to a higher tier support team, but so far no response or solution. 

[JenniferV]

Hi folks,

Thanks for reaching out. Let's sort this out.

FIXITFERN, could you please try to uninstall and reinstall the Google Home app. If the issue persists, please force close the Google Home and relaunch it after 2 minutes.

chtom, do you have the existing case ID of your interaction from our support team so I can have it reviewed?

Thanks,

Jennifer

[chtom]

Hi Jennifer, 

Here's the case ID they sent me: 0-9444000032895

Thanks for looking in to it!

[JenniferV]

Hey chtom,

Thanks for providing your case ID. I'll check and review this in our end and get back to you.

Regards,

Jennifer

[RyanPirolloS]

Same exact issue here with the TV added to home & a room so it's clear that this is a Google Home app issue.

Problem is reproducible with a brand new iphone 13 and after reinstalling the app 3 times.

TV is a Hisense A68H.

[goodedp72]

I’m having the same problem with two new Sony Bravia Google TVs.  Both show “problem connecting to cloud” when using Google Home on mine or my wife’s and daughters iPhones. Interestingly, I pulled out an old Chromebook and loaded Google Home and the problem doesn’t exist.  It appears to affect iOS only (at least in my case)

[JenniferV]

Hi folks,

chtom, I've checked your case and it shows that it is consulted to our Senior support team. I've also reached out to the representative who's handling your case. He will send you an email anytime soon to give you an update about your case.

RyanPirolloS and goodedp72, I'm sorry to hear about that. Could you please try to use a different Google Account and check if the same issue persists? Using a different mobile phone might also help.

Thanks,

Jennifer

[goodedp72]

Hi Jennifer, it seems like it’s only affecting Google Home on our iPhones (and only two of our four televisions on Google Home).  The problem persists across four Google accounts on four different iPhones, all logged in as members of the same home.  Hope this makes sense. 

However, the problem doesn’t exist on our Chromebook (again tested across all four email accounts)

[goodedp72]

Here’s a screenshot 

 

[JenniferV]

Hi goodedp72,

Yikes! We'd like to dig deeper into this. Could you please fill out this form and let me know once you're done?

Thanks,

Jennifer

[goodedp72]

Thanks Jennifer.  I just submitted, thanks

[JenniferV]

Hello goodedp72,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon so, keep an eye on your inbox. 

Thanks,

Jennifer

[goodedp72]

It’s a long shot, but curious if anyone on this thread has the new Google WiFi Pro. I only ask because I installed mine a few weeks ago.  Not sure if any correlation with the Problem Connecting to Cloud issue

[Mekhi]

I’m having the same issue as well not only on the google WiFi but with my AT&T Fiber gateway as well. I believe the issue is with Google and their app, I don’t have any other explanation for these issues. 

[RyanPirolloS]

Great job goodedp72, the problem indeed is only with iOS devices.

I was able to connect properly via a Chromebook but then ran into a different issue where you are unable to select albums for ambient mode which was the whole point of this: https://support.google.com/googletv/thread/143730000/google-tv-ambient-mode-is-stuck-displaying-the-...

There have been some people that were able to resolve the issue by reinstalling the app & disabling auto update in order to temporarily stay on an older version of the app in order to have it work again but this is extremely annoying. I am very disappointed with the functionality of these apps and can't believe how difficult it is to simply have a Google TV show a selected Google Photo (or any image at that) as a screen saver.

Any alternatives are welcomed

[goodedp72]

Thanks Ryan…maybe we’re getting closer to a solution.  I take some solace in knowing that it’s not anything on my end, but instead appears to be a system issue of some sort

[JenniferV]

Hey there,

goodedp72, I can see that you're currently working with one of our Senior Support team. Please continue the conversation there so they can further assist you.

RyanPirolloS and Mekhi, please also fill out this form so we can further check this in our end.

Thanks,

Jennifer

[JenniferV]

Hi RyanPirolloS and Mekhi,

We haven't received your form — were you able to fill it out?

Regards,

Jennifer

[RyanPirolloS]

I have filled out the form & can confirm the issue is still reproducible.

[JenniferV]

Hey RyanPirolloS,

We received your form — thanks for filling it out. Our team will reach out to you via email anytime soon so, please keep your lines open.

Thanks,

Jennifer

[JenniferV]

Hello FIXITFERN and Mekhi,

How's it going? Do you still need help?

Thanks,

Jennifer

[JenniferV]

Hi FIXITFERN and Mekhi,

I haven't heard from you so I’ll be locking this thread after 24 hours. If you need help in the future, please feel free to start a new thread and we'll be happy to help.

Thanks,

Jennifer