Can’t remove offline Nest point from app

[Radders123]

Not sure if this is for here or for the Google home forum. 

I’ve had lots of issues over the last few weeks with my google best wifi system that previously had worked very well. I’ve had lots of conversations with google support on Twitter and nothing has helped. 

so today I factory reset the system and on setting it all back up it seems one of the Nest access points is the rotten apple spoiling the bunch. Before I set that one up the mesh seemed ok. 

so I’ve now decided to remove that point from the system. It wasn’t responding in the app so I factory reset it using the button on the device. 

the problem is it still shows up in the app (as offline) and still shows up in the wifi sun menu. I can’t delete it as when I go into the device d open settings it loads for a while and then says “Problem connecting to cloud”. The device is off and unplugged, I just need it off the app. Help!

[Filo74]

Go to your Google account and then do a privacy check that will lead you to "Apps that have access to your account". I was amazed at how many unauthorized companies had access to my information. Anyhow, there's a section there just for Google apps, so you'll be able to locate the app, and then remove it so you no longer have any affiliation with it. 

 

[Radders123]

It’s not an app, it’s a specific Google Nest wifi point I want to remove - there are others that are working I want to keep. 
I don’t think your solution helps at all sadly. 

[olavrb]

Not an acceptable solution, but the best is probably to either do nothing and hope a future update fixes it, or factory reset everything again.

[EdwardT]

Hi folks,

@olavrb and Filo74, thanks for the help!

@Radders123, thanks for reaching out. To isolate the issue, could you try toggling your cloud services before deleting it? Here's how:

• Open the Google Home app.
• Tap the WiFi icon.
• Tap Settings.
• Select Privacy settings.
• Toggle Nest WiFi cloud services OFF and wait for 30 seconds, then back ON.

Let us know hot it goes.

Thanks,

Edward

[Radders123]

Thanks Edward

Sadly that did nothing - still says can’t connect to the cloud. 

[Radders123]

I should say it  says can’t connect to the cloud just for the “zombie” device. Other devices can connect. 

I just want to clear out this zombie device 

[EdwardT]

Hi Radders123,

Thanks for trying. At this point I would also suggest the reset route to remove the offline devices.

Thanks,

Edward

[EdwardT]

Hi Radders123,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[EdwardT]

Hi Radders123,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[Radders123]

When you say the “reset route” what you mean is basically standing down everything on my google home, deleting the app and then resinatelling everything - doorbell, lights, speakers

im not sure what else you mean. 

this is a cumbersome and time consuming “solution” if that’s the case and this should be a quick software fix 

[EdwardT]

Hi Radders123,

I'm sorry for the confusion. That's what I meant, we would need to reset the network like what olavrb mentioned. I understand that this is time consuming but if you set the network with the same network name and password, most of your devices should reconnect automatically.

Thanks,

Edward

[EdwardT]

Hi Radders123,

I wanted to follow up and see if you are still in need of any help. 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.

Thanks,

Edward

[EdwardT]

Hi Radders123,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[Radders123]

I’ve removed the whole google nest wifi system now and the “zombie” one has gone. I’ve moved to a Netgear Orbi system which is working much better

[EdwardT]

Hi Radders123,

Thanks for the response. We're sad to see you go. We hope we can make it up to you in the future. We're always here to help if you ever change your mind.

Thanks,

Edward

[Jeff]

Hey everyone,

As things have slowed down a bit here, I wanted to check in and see if there was anything else anyone needed. If you're still looking for some input, let me know.

Thanks, 

Jeff