Ledvance SMART+ Bluetooth plugs no longer connecting to Google Home

[Peener]

I have a Nest Hub Max and use Google Home to control several devices (Hue, Arlo, Tahoma, ...). I also have 2 Ledvance SMART+ Blootooth plugs which used to work fine until a couple of weeks ago. One day, my routines (to switch them on and off at specific times) stopped working. The plugs were showing off-line in Google Home. First, I removed them from Google Home to re-install them but Google Home doesn't find them any longer. I have factory reset the Nest Hub. No success. I also installed the Ledvance app on the iPad from where I control the Google Home app and this app sees the plugs. So, the bluetooth on the apps seems to be working fine. I can also connect my Nest Hub via bluetooth to my phone, which means that bluetooth on the Nest Hub also works. But the plugs are not connecting/seen by the Nest Hub. What can be wrong here?

[Juni]

Hi Peener,
 

Thanks for posting and for being a step ahead of us. 

I know how it feels when something isn’t working as it should. You can try to reset the plugs then set them up again to the native app and then link it back to Google Home app. Observe if this will make a difference.

Looking forward to your response.

Regards,

Juni

[Peener]

Thanks for the response Juni.

I have tried that twice meanwhile, including a reset of my Nest Hub. It makes no difference. But as stated, the native app of Ledvance detects both plugs without any problem.

Any ideas how I can test whether the problem is with the plugs or with the Nest Hub?

Regards,

Peener

[Juni]

Hi Peener,

Thanks for trying that. Sorry that you are still experiencing the issue. Could you try to create a new home and set up your Nest Hub and smart plugs there, then observe if this will make a difference? Check the steps below on how to create a new home.

1. Open the Google Home app .
2. Tap Add .
3. Tap Create new home.
4. Assign a home nickname, and enter the home address.

Let me know how it goes. 
 

Thanks,

Juni

[Peener]

Thanks Juni.

I had already tried that but to be certain, I tried it again. First fully reset the Nest Hub and then added that to a newly created home. Still the plugs don't get detected. There is a strange thing though: after resetting the Nest Hub max and letting Google Home detect new devices, it finds 2 Nests. The first one being Nest Hub Max and another one Nest Hub which is called EO :)).  I made the initial set up with Nest Hub Max but then afterwards it still sees this EO:)). But no connection with it is possible. Very strange

[Lookthis]

Same problem here as well. TrEd everything of the above.

please solve issue 

[Azarco]

Hey folks,

We're sorry for the trouble this may have caused you. Could you give these steps a try: 

1. Turn off the light for 10 seconds, then turn it back on.
2. Make sure the Google Home app is on its latest version.
3. Make sure it's not set up on the LEDVANCE app.
4. Factory reset the LEDVANCE / Sylvania SMART+ lights.
5. Factory reset the speaker or smart display again.

Best,

Alex

[Peener]

Thanks for your response Alex and for taking the time.

Unfortunately, I'm afraid this doesn't help:

• These are not lights, they are smart plugs
• Google Home app is already on its latest version
• I have factory reset my Nest Hub twice already (hold Volume up and down button for 10 secs)
• I have factory reset my LedVance Smart+ plugs several times (hold the power button for 10 secs)
• I have tried with and without having the plugs connected to the LedVance app

None of these actions have made the plugs detectable for the Nest Hub. It is very strange. They should connect easily via the Bluetooth of the Nest Hub. And they, for almost 1 year. And all of a sudden they were dropped and I couldn't reconnect. They do connect to the LedVance app on my iPad. 

So, the only root cause for this that I can think of is, that the LedVance plugs are no longer compatible with the latest software version of the Nest Hub

[Azarco]

Hi Peener,

We appreciate your efforts and thanks for the details. Have you tried clearing the cache and data of your Google Home app then reinstalling it? Also, could you try using the command "Hey Google, clear all Bluetooth devices" then try linking again?

If the issue persists, we suggest contacting LEDVANCE SMART support for additional information about the compatibility of your devices to your Nest Hub. 

Regards,

Alex

[Azarco]

Hello there,

We wanted to follow up and see if you are still in need of any help. Let me know if you are still having any trouble from here, as we would be happy to take a closer look and assist you further.

Best,
Alex

[Peener]

Hi, apologies for not replying earlier. I've had a busy week and will do the tests that you have suggested (some of them I've done before though) next week.

Will come back to you then.

Greetings,

Luc

[Peener]

Many thanks for your patience. So, I've have followed your suggestions (which I had done before as well): removed all bluetooth devices from my Nest Hub (with the spoken command as suggested) and also reinstalled the Google Home App from my iPad. I have also disconnected the Ledvance Smart+ Bluetooth plugs from the Ledvance app on my iPad and uninstalled the Ledvance app. Then I reinstalled the Google Home App and tried to connect to the LedVance plugs. No success. Google Home simply doesn't see these plugs. Not via the 'simple installation' because there are only Wifi Ledvance plugs in the list (my plugs are bluetooth) not through the first option in the lis (add a device). When I select 'plugs' from the device type list, not Ledvance plug is being presented. I have tried with both brands that are being select (TP and another one) and scanned the QR code of the plug, but that doesn't help either. 

As I have mentioned before, when I ask Google Home to search for devices, it says it has found a Nest Hub with name E0:)) which is very strange. Nothing happens when I select that either.

It was also suggested to contact LedVance support. I did that a couple of weeks ago. The response was that, when I am able to connect the plugs with their LedVance app, everything from their side should be ok. Especially, when I do a factory reset of the plugs and no update. That means the plugs are in exactly the same state as they were when I purchased them, and how they have been working for more than 1  year. I tend to believe that something must have on the Google Home app side or with the Nest Hub that prevents them from connecting with LedVance Smart+ bluetooth plugs. 

Any further suggestions are highly appreciated. I'm reluctant to throw away the plugs.

[Azarco]

Hey Peener,

We're sorry for the trouble this may have caused you. Could you provide us the cast firmware version of your Google Home or Google Nest devices? How about the exact make and model of your plugs? Also, please fill out this form and let us know once you're done.

Thanks,
Alex

[Peener]

Thank you for staying on this topic and trying to help. I have filled out the form as requested and provided the information.

I can also post the details here:

Google Nest Hub Fuchsia version: 9.20221010.3.176
Google Nest Hub Software version: 50.26.12.493473605
Google Home (on iPad): v 2.63.110
Plugs: LedVance Smart+ Indoor BT EU Details can be found on: https://www.ledvance.com/consumer/products/smart-home/smart-components/smart-bluetooth/smart-indoor-...

[Princesss]

Hi Peener,

Thanks for the additional info. We got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Peener]

Thanks again for looking into this. 

A solution will be much appreciated. And not only by me, I assume. Others have the same problem.

[Princesss]

Hi Peener,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

[Peener]

Indeed Princess. I have been contacted by the Customer Care team. But I hadn't noticed that because the mail had landed in my Spam folder. 

We are in contact and hopefully, they can now find the solution.

[Princesss]

Hi Peener,

Chiming in-- how was your device? Is it working good now?

Best,

Princess

[Peener]

Thanks for checking Pricesss. Unfortunately, I haven't heard back from the Google Customer Service since I have sent my note to them on March 16th. 

Any chance you could check with them?

regards,

peener

[LovelyM]

Hello Peener,

Our specialist contacted you via email on March 12. Please check to see if you got his email since he hasn't received any response from you. Bump with him by responding to his email so he can continue assisting you.

Kind regards, 
Lovely

[Peener]

Thanks for that informatioin LovelyM. His mail had landed in my Spam folder😒.

I'll reply now to his mail.

[LovelyM]

Hi Peener, 

Sounds great! Our specialist will help you troubleshoot your issue over email, so please carry over your conversation there as this thread will be locked within the next 24 hours.

Thanks,
Lovely

[Peener]

Thanks Lovely for your facilitating work!

BTW, just checked and it seems that I had already replied to the specialist after you had mentioned it at first. But he didn't get back to me since that reply. I hope it is working this time.

Regards,

peener

[LovelyM]

Hello Peener, 

Would you mind sharing the email case number to which you are responding? I'm not seeing your response on our specialist's case 8-2249000033834. Please confirm if you have the right one. I'll keep this thread open for three more days so you can update me about this.

Best, 
Lovely

[LovelyM]

Hi again Peener,

I want to check if you have the smart plugs connected to the Google Home app already. Our specialist did not receive your reply, so please send him a follow-up if you're still having problems with the email of the case number I've given above.

Cheers, 
Lovely 

[Peener]

Hi Lovely, 

Thanks for following up so closely. But I need to apologize for my late response: our internet router broke down over the weekend and our provider still needs to come and repair it. I hope this note reaches you well in the meantime (connecting over a hotspot at the moment).

Regarding the emails with your specialist (Alfie).

• 11 march: I received his note with reference Case ID [8-2249000033834]
• 16 March: I responded to that note with Case ID [8-2249000033834] in the subject line
• 23 March: I responded again to the initial not with Case ID [8-2249000033834] in the subject line.

All mails went to  <#>. I haven't received any message about delivery issues.

I hope you can find the notes. I have also sent a next reply to my last note today.

Regarding the issue itself: I'm still not able to connect the Ledvance Smart plugs to my Google Home. Of course, I've not been able to test since our router was down but will test hopefully later today after the repair has been done.

Regards,

Peener.

[LovelyM]

Hey Peener, 

Can you check the Sent and Draft folders on your email to see if the messages went through? I've double checked under your email address and I cannot find any of your replies.

Best, 
Lovely

[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.

Regards,

Juni

[Peener]

Hi June and Lovely. Sorry for the delay. My internet connection is still not fully ok and regularly drops out. Hence the delay. 

Now, the Ledvance plugs are still not connecting to the Nest Hub. So, I still need help with this.

I will send an extra email to mail address of your specialists. I will send it from my personal account and from my work account. I hope it arrives this time.

[Juni]

Hi there,

Understood. Please continue the conversation there, as this thread will be locked after 24 hours.

Regards,

Juni