App does not recognize the unit

[Bamf]

Hello all!

Although I'm not an 8-year-old, I am a bit savvy.

I solved the problem of getting the hub connected to the Wi-Fi, but It's not being recognized by the app.

Google doesn't seem to want to talk to me because I can't find a number to connect to a person.

I have:

-plugged it in

-turned it on and off several times

-uninstalled and reinstalled the app several times

-factory reset the device several times

-gone through the setting up process several times

I've spent good money on these two units, and I would really like this issue resolved because I would hate to have to send them back.

I would like someone to talk me through it 

Please advise, thank you!

Almost forgot: they are Google Nest Hubs, 2nd gen

[happymommy4]

Same 😞

Except I cannot send mine back.

I posted the same issue two days ago - no responses.

[Bamf]

I'm sorry about that...

[MplsCustomer]

@Bamf 

To talk to Google Nest Support, start with the link below. On the "Resources" page, click on "Next step". Depending on the time of day and your country/region, you usually have a choice to receive a phone call.

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

[Bamf]

I have; It's been 2 days...

[cindyjwally]

Solved!

Apparently I was using the WRONG GMAIL ADDRESS.  Basically I was being locked out because the email address for my Google home was not my work gmail, but another gmail.  

Go to Google Home

- top right - a small screen will open with your name and the email right below

- if this is not the email you used to set up your Google Home, click the drop down arrow and choose Add another account

- exit out of Google Home

- reset Google Nest Hub to factory settings (basically starting over - again!!!)

- open Google Home

- follow all steps to set up

(I did get another error message about "iCloud" - but my Google device then had the option for me to finish set up)

- close Google Home

- reopen Google Home

- find your new device! 🙂

(thank you @Bamf!  I followed the advice - and received a call within a minute!  This is a live person - she was so helpful 😊)

"To talk to Google Nest Support, start with the link below. On the "Resources" page, click on "Next step". Depending on the time of day and your country/region, you usually have a choice to receive a phone call."

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

[Bamf]

Thank you everyone!

As I mentioned, I went through their help system I still have yet to receive a call back or contact of any kind.

I ended up spending more time than I wanted to trying to figure it out, and as it turns out it was the VPN I was using.

Frankly I must say that given the money one spends on these things they should have tech support that one gets a response from (in my efforts to try to get help, I ran across many who had the same issue as I regarding getting no response); it would have saved me time.

[Juni]

Hi folks,

Thanks for reaching out. cindyjwally, I’m glad that yours is already working. Bamf and happymommy4, have you had the chance to try the steps provided by cindyjwally? Let us know by updating this thread, and we're glad to assist you further.

Appreciate the help here, MplsCustomer.

Regards,

Juni

[Juni]

Hi there,

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,

Juni

[Juni]

Hello there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have other concerns in the future.
 

Best,

Juni