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Problem with Google Home communicating with Hunter Douglas Powerview shades

Boomerut
Community Member

I had had my Hunter Douglas Powerview shades working well with Google Home and have been able to use voice commands to raise and lower the shades.  Today however the connection between Google Home and the Powerview Hub and been broken.  I can control the shades perfectly using the Powerview App but when I try to use voice commands to Google I get an audio response that one of my devices is disconnected.

I looked in the Google Home app and can see all my linked devices.  The Powerview Scenes is listed as a linked device but underneath it the phrase No devices appears.  I have spoken with Google Home support and they have had be unlink and relink the Powerview app, delete and reinstall Google Home app and neither has remedied this situation.  

I assume there is a problem with communication between Google and Powerview but I don't know what to try to fix it.  Any help much appreciated.

16 REPLIES 16

Prosperous_OG
Community Member

I have the same issue today also. Spoke to HunterDouglas and they have received multiple calls around this. They claim this is strictly a google home issue. I suppose we wait till Google addresses the issue in another SW update.

At least I'm not alone.  The fact that it happened to both of us on the same day reassures me that it is indeed a Google Home issue.  I suspected as much.  As you said, I don't think there is really much more to do other than to wait for Google to address the issue.

If by some chance you find a work around please post it and let me know  Or if you are able to have it work at some point also please post this update.  Thanks.

Just another bit of information.  When I head about your issue mirroring mine, I called Hunter Douglas.  I was informed that they have indeed been receiving multiple calls about the same issue and that communication extends beyond Google to Alexa and other formats as well.  They believe there is some glitch in the Powerview program (not Google) and their engineers are working to correct it.  They anticipate a resolution by tomorrow.  Just thought you'd like to know.

JillG
Diamond Product Expert
Diamond Product Expert

Thanks for posting about this issue with the Hunter Douglas blinds and devices not working as they should. Seems like they have an issue on their side and glad to hear there support channels are aware.

Hope for a swift fix!

Boomerut
Community Member

Just got off with Hunter Douglas PowerView support again.  The representative was in communication at her end with technical support and they advised that "the problem" has been fixed.  However, at my end the problem is still exactly the same; i.e., no communication between Google Home and PowerView.  When I look in Google Home by going through the successive screens to see my linked devices, PowerView Scenes is listed as a linked device.  However, unlike under all my other linked devices which show the number or devices, under PowerView it says "No devices".  I have tried repeatedly to unlink and relink PowerView Scenes and also tried the option of "Check for new devices" and neither changes the "No devices" indication nor resolves the problem.

So still in limbo.  I asked Hunter Douglas if deleting and reinstalling the app on my iPhone would perhaps solve the issue but they said, after consultation with IT, that that would not change anything.  Anybody get this to work after a disconnection between Google Home and Powerview?  If so how did you manage to resolve the issue?

Tried one more thing but still won't work.  I tried unlinking the PowerView app from Google Home, then deleting the PowerView app from my iPhone.  Then I reinstalled the PowerView app from the Apple Store and finally relinked it in Google Home.  Just as before it shows PowerView is linked but underneath the name PowerView Scenes it still say No devices and voice command still don't work with Google.  Google says "One or more devices are not available.  You might want to try setting them up again."

So back to square one.

Azarco
Community Specialist
Community Specialist

Hey everyone,

 

Thanks for all the information and steps you've provided — we appreciate it.

 

We appreciate your chiming in, JillG!

 

Could you try rebooting your devices, Google Home and router to refresh the connection? Also, try saying " OK Google, sync my devices". If the issue persists, try resetting your Google Home to its default settings.

 

Best,

Alex

Boomerut
Community Member

I have rebooted my router numerous times and also rebooted by PowerView hub repeatedly.  I have also deleted Google Home from my iPhone and downloaded and reinstalled it.  (I assume that is what you mean by rebooting Google Home,)  When I say "Hey Google, sync my devices my PowerView shades show up as individual shades with open and close commands with PowerView Scenes underneath each device on the list of synced devices.  Still doesn't fix the issue.

What do you mean by resetting Google hOme to its default settings?  Does deleting the app and reinstalling it accomplish that?

Azarco
Community Specialist
Community Specialist

Hey Boomerut,

 

We appreciate your patience. I'm afraid reinstalling is different from resetting the device. Check this link on how to reset your Google Home. 

 

Keep us posted.

 

Thanks,

Alex

Boomerut
Community Member

Maybe I didn't make myself clear.  I have the Google Home app installed on my iPhone.  I have various Google devices including a Max Hub and Google Nest Minis.  I DONT have the device labeled Google Home or a Google Home Max as displayed on the link you sent.  So I can't reset what I don't have.  

Appreciate your help but still floundering in the dark here.

There seems to be a problem with the interface between Google and PowerView and unfortunately I don't know which side of that divide the issue rests.  

I understand from talking with Hunter Douglas that all my PowerView setting reside in my PowerView hub which is ethernet cabled to my Xfinity Gateway.  I have been walked through backing up the PowerView Hub settings by a HD rep so at least i theory they also reside on the HD servers and I can retrieve them and restore my PowerView Hub to my specific configuration should that be necessary.  I am loath to reset the PowerView Hub to defaults and then use the backup to reconfigure it to my settings.  So I've spoke with my HD retailer about buying a new PowerView Hub and substituting it for my existing hub and then using the backup on the PowerView Server to configure the new hub to mirror what I have on my existing hub.  Still awaiting delivery of the replacement hum.

Azarco
Community Specialist
Community Specialist

Hello there,

 

Sorry for the confusion. The link that I've sent has the reset instructions for each Google Home/Google Nest device. So if you have Google Nest Hub Max or Google Nest Mini, you can reset them using the steps on the link. 

 

Regards,

Alex

Azarco
Community Specialist
Community Specialist

Hi Boomerut,

 

Bumping in if resetting your device works. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.


Best,

Alex

Boomerut
Community Member

My plan is to purchase a second PowerView hub and configure it the the setting I've saved from my current hub to the PowerView server.  I understand that the setting are saved in the hub itself,  not on the PowerView server (except for a copy which I have transmitted to them) and I want to be able to use my current hub with its saved setting should the replacement hub not download the setting accurately.  Just being a bit paranoid.  

I'll let you know if the the replacement hub with the settings downloaded from PowerView solves my problem.  I might then reset the original hub to factory defaults and again used the same saved setting to configure it as well just to have a spare.

Azarco
Community Specialist
Community Specialist

Hey there,

 

Cool! Sounds like a good plan. We'll be waiting for your update.

 

Thanks,

Alex

Azarco
Community Specialist
Community Specialist

Hi Boomerut,

 

We know you have other things to do. How's it going with your devices?

 

Regards,

Alex

Azarco
Community Specialist
Community Specialist

Hello there,

 

One quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the Community and we’ll be happy to help.


Best,

Alex