Can't add 2nd user to Next Hub Max to access shared shopping list

[itm]

I have a Google shopping list which I have shared with my wife (via her Gmail account). My wife is able to add things to this list using voice control on two of my Google Home devices (a 1st-generation Google Home speaker and a Google Home Mini speaker). When she tries to add something to the list on our new Nest Hub Max she is not recognised, and gets a prompt/QR code on the "Set Up Voice Match" screen of the Nest Hub Max.

She scanned the code on her Pixel 6a phone, and chose to open the link using the Google app, but was then told that the phone had "no wifi connected". The wifi connection on her phone was good, however (she was close to the router). She has tried several times and got the same problem.

How can she access the shopping list? (e.g. "hey google, add bread to my shopping list")

[Juni]

Hi itm,

Thanks for posting here in the Google Nest Community. We understand your concern. Could you have your wife use another phone to isolate the issue? 

Let me know how it goes.

Regards,

Juni

[itm]

I've just set up my wife's account on another phone (LG V20), but am not having any more luck...

If I tap on the Nest Hub Max, which is listed under "Local Devices", then specify the location (kitchen) and tap Next, I get: "There was as error whenlinking your account"

If I go into Assistant Settings....Het Google and Voice Match on this phone, then try "add device with voice match" I get: "No wifi connection...make sure that your phone is connected to a wifi network"

"No wifi connection"

[Muddi]

Hello itm,

Chiming in, could you tell us the Android version of your wife's phone? Please note that the Google Home app will work best on Android phones with Android 8.0 or later. Also, make sure that the mobile data on phone is disabled while adding voice match.

Cheers,

Muddi

[itm]

The first phone that we tried was a Pixel 6a, running Android v12. The 2nd phone that we tried was an LG V20, running Android v8.0. Mobile data was disabled.

[Muddi]

Hey itm,

Thanks for the information. Please try removing her voice match and face match enrollment recordings on her account. Follow the steps below to know-how:

1. On your mobile device, go to My activity.
2. Tap Menu > Other Google activity.
3. Scroll down to “Voice and Face Match enrollment,” and tap View data.
4. Tap Delete all enrollments > Delete.

Once done, re-train her voice and set up a face match (if applicable).

Keep us posted.

Cheers,

Muddi

[Muddi]

Hi there,

It's me again. I want to make sure you're all good — how did the steps go?
 

Cheers,

Muddi

[itm]

My wife followed your instructions, and deleted the voice match data from her account (using her Pixel 6a phone).  When she then tried adding something to our shared shopping list (on the Nest Hub  Max) she had exactly the same problem - she was invited to scan a QR code, which she did (on the Pixel phone), but was then told that there was "no wifi connection". So exactly the same problem as last time.

I then turned off mobile data, and got exactly the same result.

So then she tried to add something to the shopping list again. On the first occasion it actually worked, but when she tried adding a 2nd item - immediately afterwards - she was prompted to scan the QR code again and got the same "no wifi connection" error.

???

[Muddi]

Hey itm,

Thanks for trying. To confirm, does the same thing happen when she add items using the Google Assistant app on her phone?

Cheers,

Muddi

[itm]

No - she is able to add items to the shared shopping list on both her phone and on a Google Home device in the lounge. It's only the Nest Hub Max that is the problem

[Muddi]

Hey itm,

I appreciate it. Let's go ahead and reset your Nest Hub Max. This will help us refresh all the settings on your device. Please note that resetting your Nest display will erase all the settings and will go back to a default mode.\

Follow these steps below to know-how:

1. Save important footage from the device’s video history.  
2. Make sure the device is plugged into a tested and functional power source.
3. Remove the device from the Google Home app.
4. Open the Google Home app.
5. Tap and hold the device's tile.
6. Tap Settings > Remove device > Remove.

Reset the device

1. At the back of the device, press and hold (long press) both volume buttons for about 10 seconds.
2. To signal the start of the factory reset process, Google Assistant plays a sound.

Let us know how it goes.

Cheers,

Muddi

[itm]

Already done - I have reset it 4-5 times and it makes no difference 

[Muddi]

Hi itm,

Since all troubleshooting steps has been exhausted, the next thing to do is to escalate this to our higher tier of support. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[itm]

OK I have just submitted the form

[Muddi]

Hi there,

Thanks — we got your form and have sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Muddi