Google home "Problem connecting to cloud" when setting up nest thermostat

[sjervin]

Setting up a new Google Nest Thermostat in a new home, I cannot complete the setup due to the following error.

When I click 'I agree' to 'Supplemental Nest terms' i continually get an error 'Problem connecting to cloud'

[AshlynK]

I am having this exact same problem when trying to set up my new google Nest Camera. I am not sure what to do and have been trying to research how to fix the problem for hours. 

[MelbaDT]

Hey @sjervin, 

Sorry to hear that you're experience with your Google Home app. I want to check on it further. A few questions — what is the make and model of the phone that you're using for the setup of your Nest thermostat? Have you tried uninstalling and reinstalling the Google Home app to ensure that it is running on the latest version? If yes but to no avail, you might need to try using another mobile device. 

Let me know how it goes. 

Best, 

Melba

[MelbaDT]

Hey AshlynK, 

Thanks for chiming in and I'm also sorry that you're having the same experience. 

Have you had chance to try the suggested steps I've given to @sjervin above? If not yet, please give them a try then let me know of the outcome. 

Best, 

Melba

[AshlynK]

Hi Melba, 

My phone is an IPhone 8. I tried reinstalling the app onto my phone but it did not work. I tried installing the app onto my iPad Air 3rd generation but I had the same issue pop up. I plan on asking my roommate to download the app on her iPhone XR. Hopefully it works.

AshlynK

[Lavonne]

Hello, I have an iphone 12 and have tried deleting the Nest and Google Home app, which didn't make a difference. I still get a message: "Problem connecting to cloud" after agreeing to the terms. 

[Markbazor]

Can we get a solution to this problem? I have the same issue with 2 doorbells I just purchased.

[HalleC]

I’m having the same issue. No other device works

[HalleC]

And why can’t we use our g suite accounts with Nest. I use it with google home and everything else. I don’t have another account. Makes no sense

[Klulloff]

Same problem here.  Someone please help!  I have not been able to set up my nest thermostat for days!  Just keeps saying can’t connect to cloud.  I called Nest Customer service, and she was NO help whatsoever!  My phone is an iPhone 13.  The thermostats were previously installed on my iPhone 11 with no problem.  When I transferred all my info over to my new phone, my Google Wifi shows up in the Home app, but not the thermostats (I have 2 in the house).  When I try to reinstall them, I get the cloud error message.  Sooo frustrating!  We set them up on my fiancés phone, with no problem, and then sent an invite from his phone to mine… when I click on the link in the email, it takes me to my Home app and it says “link cannot be used”.  WTH???

[kepiad]

Also having this problem. Installed a new Nest Thermostat and it's worthless because I cannot get past the supplemental terms screen. Have to reinstall old one tonight or we'll freeze. 

[coloradojohn]

Hey all, don't spend any more time on this. I was told by a Google support rep that they won't fix this and that you need to use a different account. I once spent 2 hours on the phone trying to get this fixed, and they bounced me back and forth between Nest support and Google Home support. Like was transferred back and forth nearly 5 times during that call and neither team would take ownership. Don't waste your time for now.

[ninibops1968]

#TRUTH. I had to create a new account and it works perfectly. Thanks for the tip!

[schleglerock]

So what I am gathering, is that in order to get around the Nest terms issues, is that you have to be using Google Home with a native Gmail email address("#"). Gsuite accounts will not work, as they can't be merged with legacy Nest accounts.

Worse, the only way to migrate my two other thermostats and 3 wifi points, which ARE using a gsuite account, is to factory reset them and start over. Thanks Google. This is pretty lame.  

[IzzyBreezes]

I'm using a free gmail account- doesn't help.  Still won’t connect to the cloud. What is wrong with these huge companies. If I provided a service like this I would be shamed and never hired. 

[LewisCarnelian]

I can confirm that this is correct and agree it's mega lame. After setting up all my wifi points and then trying to add nest cameras I'd get to the supplemental screen and get the message 'can't connect to cloud' which can be interpreted as 'you're trying to use your G-suite account that you pay for, this won't work, please use a free @Gmail account'... WT actual F... 🤷🏼‍♂️

[db3rd]

I have 3 nest thermostats running via the nest app no problem.  I am logged into the nest app with a gmail address  When I go to add a new thermostat it scans the QR code and transfers me to the google Home app.  I am logged into that with the same gmail address.  The app again wants to scan the QR code.  I do the scan and am told that it can't connect to the cloud, same as the rest here.  What are all of us doing wrong?  Buying the wrong thermostat I guess.

[db3rd]

So I made a little further. Even though I logged into G Home with a Gmail address, the app was defaulting to my corp account. In the app settings it allowed me to select the other account.

The next roadblock was that since the app needs an assisting device to add WiFi and the thermostat has no physical interface, there isn’t a way to configure WiFi. The setup process stalls at the WiFi setup. I believe that this device is not going to work for us. Returning for a different thermostat.