Cync devices are able to be controlled via voice, but "offline" in app

[BeefSupreme]

I have several Google Home Mini devices, and also several Cync plugs. These are linked and generally work great.

Within the past couple weeks, I now find that when I tell my Google devices to turn my Cync devices on or off, it performs the action successfully, but will then tell me, "sorry, (the device) is unavailable."

Even worse, if it's a routine with several Cync devices, it will tell me this one-at-a-time. "Sorry, (device 1) is unavailable. Sorry, (device 2) is unavailable. Sorry, (device 3) is unavailable." It's excruciating.

I also noticed the devices show as "offline" in the Google Home app on my phone.

I contacted Cync about this. They had me restart my Google Home Mini devices, clear my Home app cache, unlink and relink my Cync account, and nothing helped. So they told me to contact you.

[Juni]

Hi BeefSupreme

Thanks for posting here in the Google Nest Community.

I know how it feels when something isn’t working as it should, so let’s get this resolved. A few things: is it happening when you try your phone’s Google assistant? Have you tried rebooting your Home Mini? You can also check this helpful link.

Looking forward to your response.

Thanks,
Juni

[BeefSupreme]

I've had several Google Home Mini devices for several years. I also have a premium YouTube Music subscription. This was great, until recently.

As of the past couple weeks, my devices refuse to play specific songs, and instead only play "songs by this artist", as if I don't have a subscription.

This is the reason I have a YouTube Music subscription. So what am I paying for?

 

 

 

[BeefSupreme]

Did some more testing today. It seems if I say "play (song name)", it does it. But if I add the artist, it randomly plays songs by the artist.

Obviously this won't do for covers with multiple different artists - I'll never be able to get the right version. But at least it seems to know I have a YouTube Music Premium subscription.

[BeefSupreme]

Screenshots of the above testing

 

 

[Juni]

Hi BeefSupreme

Thanks for posting, it's me again. It appears that this has the same issue with the other thread you created. I'll merge this and I suggest that you follow the main thread for updates because this thread will be locked automatically once merged in the main one.

Thanks,

Jun

[BeefSupreme]

I'm not really sure why you combined my topics when one is about devices not being properly recognized and one is about YouTube not playing songs I request...? In what way are these related?

To answer your question, yes, I have restarted everything several times (per the last paragraph of my initial post), and it does the same thing when I try it on my phone.

[BeefSupreme]

 Here's a screenshot of this happening on my phone.

I also still need assistance with the YouTube music question I asked which you combined here and didn't address.

[Dan_A]

Hi folks,

@Juni, thanks for the help.

@BeefSupreme, for confirmation, as of now your Cync light bulbs are still working via manual controls but is showing as offline on your Home app, right? By the way, thank you for doing the reboot. I also need you to try to take out the bulbs from its source and put it back in. Lastly, are they attached to a lamp or any other device or are these light strips? Do they have their own native app or are they directly synced to the Home app?

Keep me posted.

Best,

Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[BeefSupreme]

• Hey Dan - sorry for the delay, I'm out of town for a few days for the holidays. Will get back to you in a day or two! I appreciate the help

[Dan_A]

Hi BeefSupreme,

Appreciate the heads up. You enjoy and take your time. I'll keep the thread open for three more days and wait for your update. Enjoy the holidays!

Cheers,

Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,

Dan

[BeefSupreme]

I unplugged several of them and plugged them back in, and they still show offline.

These are actually C By GE outlets/plugs, not lightbulbs.

I did set them up via the Cync app and then connected that account to my Google Home. In the Cync app they all show as connected and work fine.

[Dan_A]

Hi BeefSupreme,

I'm sorry for the confusion, I meant C by GE plugs. When showed as offline, are your plugs not responding to voice command? Also, do you have other 3rd party devices that are not experiencing the same behavior as your Cync/C by GE plugs? Have you done a factory reset on your Cync plugs when you called them?

Regards,

Dan

[Dan_A]

Hey there,

I'm chiming in to ensure you've got the answer you're looking for. Feel free to let us know if you have more questions about this.

Thanks,

Dan

[Dan_A]

Hello,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Best regards,

Dan