Cannot activate Nest Hub "It needs to be activated before setup"

[jsilvachgo]

So I just bought this new Google Nest Hub 2nd Generation. I already have the Google Home app on my phone and use it for a range of other products. When I try to activate the device, I get an error message "Nest Hub found. It needs to be activated before setup." There doesn't seem to be any way to actually set up the device. All it does is take me to a completely unhelpful help center article that says to use another, non-Pixel phone to finish setup. A) I don't have another phone laying around and B) What genius didn't check to make sure a Google product can't be activated on Google's current flagship phone? (I have a Pixel 6)

Update: I was able to get it activated using of all things an iPad. (Seriously?) I the end though, I returned it. 

[ProsthoPlus]

I do not own another phone or device. Please help me find a different resolution.

[Muddi]

Hey Rob,

Sorry to hear about your experience. We understand where you are coming from and rest assured that your feedback will be forwarded to the team. Also, we just want to remind you to stay polite and assume good intent as per our community guidelines.

@ProsthoPlus: What specific Google Home/Nest speaker are you having an issue with? What are the troubleshooting steps that you've tried so far?

Cheers,

Muddi

[Ryan2002]

Well that just seems ridiculous and unnecessary. What happens if no one has an iPad or second phone or anything else? At this point I'm just going to return it

[Thorperson]

I too would like to return my new Home Hub for updating or an updated model. Please advise.

[Thorperson]

I have dozens of Google brand devices and have used Home since it's inception. I've never owned an Apple device. This is a first.

[Azarco]

Hey Thorperson,

We understand. Have you tried the suggested steps above? Also, did you try setting up your device using a different phone?

Best,

Alex

[Bigsexy2469]

The fact that someone should use a manufacturer's device other than Google's, to setup other Google devices, is an absolute shame. I will definitely never be purchasing another Pixel! In fact, it makes me not want any Google crap!

[Robb12088]

What if you don't have another phone or any Apple products?

[Oakton82]

We have no non Google phones available (both people in the home have pixels).  No IPAD or apple product available.  What are the options?

[Azarco]

Hey folks,

We appreciate your understanding about this changes.

Oakton82 If you don't have any other phones available, could you provide the version of your Google Home app?

1. In the upper right corner, tap the profile icon or picture.
2. Tap Home app settings.
3. Scroll down to the About the app section and tap App info.
4. Have the customer share the full version number listed next to App version. The format should be something like X.XX.XX.X.
5. Once obtained, fill out this form.

Let us know once done.

Best.

Alex

[Azarco]

Hey Oakton82,

We're still waiting for the additional information needed from you. Also, have you had the chance to fill out the form?

Regards,

Alex

[SouthernTierPC]

I've resolved my own issue.  I don't know about anyone else.  

Regards,

STPC

[Princesss]

Hi SouthernTierPC,

Thanks for updating us. Glad to know that it's already working on your end. Feel free to share the steps so others can also try the steps you did.

Meanwhile, since this is already resolved, I'll consider this post complete and will lock the thread in a few days.

Best,

Princess

[Oakton82]

My issue is not resolved.  I just have not been able to complete the requested steps.  I plan to do so in the next couple days.

[Princesss]

Hi Oakton82,

Thanks for responding. I'll keep this post open for 3 more days and wait for your update as soon as you're available and free to try the suggested steps.

Keep us posted.

Best,

Princess

[Oakton82]

I filled the form out as requested and provided my Google Home about app info.

[Princesss]

Hi Oakton82,

Thanks for filling that out. Please keep an eye for an email from one of our team and let's continue the conversation there over email.

Best,

Princess

[Mantooth]

Seeing all these posts from 2-3 weeks ago. I'm still not able to set up my nest hub on the home app, and I do not have a non Google phone available. Seems stupid that google devices cannot activate another Google device. Tried reaching out to support and have had no response. 

[Zonyl]

I just changed my WiFi network and I needed to reset my Google speakers wifi credentials.

When trying to re-add them using the Google home app, in getting a "It needs to be activated before setup" message and won't let me proceed with adding it back.  

I have a pixel 6 pro and do not have any other mobile device to use to compete this process.  Please help

[Princesss]

Hi everyone,

Apologies for this. I know how challenging it can be not having a working device when needed. Here's a post related to your questions. Feel free to refer to the info on that thread and try the suggested steps.

Best,

Princess

[Zonyl]

I contacted support and they told me that it is a hardware issue with my devices.  

I found a workaround though.  I purchased a Amazon Echo devices during prime day and that activated without flaw on my phone.   Listed my Google devices on marketplace.

[Princesss]

Hi everyone,

Thanks for responding.

@Auntiex10, we've received your form-- thanks for filling that out. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

@Zonyl, I appreciate your honest feedback. Have they checked the warranty options of your device?

Best,

Princess

[Princesss]

Hi everyone,

Chiming in-- have you seen the last post above? Let us know if you have additional questions, otherwise we'll be locking the thread.

Best,

Princess

[Zonyl]

As the article you pointed out started this appears to be a software issue with a patent and you reduced functionality in devices I purchased as a result.   You and support are telling me it is a hardware issue.    Which is it?

[Princesss]

Hi Zonyl,

Thanks for responding.

Based on the article, because of an interruption caused by Sonos, a small number of you using Pixel phones in the US may be unable to set up devices at this time.  We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hi Zonyl,

Chiming in to see if you still need help with this. Let us know if you're done with the form so we can check it right away.

Best,

Princess

[Zonyl]

I don't understand what you can help with.   Your tech support already told me my hardware is malfunctioning and you are telling me it is a software issue that cannot be solved with my Google phone.    Logic would tell any reasonable person that your company can't even help themselves correctly, so I have no faith in your ability to help me at this point.   

I honestly cannot recommend Google products with any of my influencers anymore.    Does Google even try to be good at customer support?

[Auntiex10]

I've yet to hear from anyone with assistance. Please advise.

[Revron36]

I've had same problem with my Pixel 6. Fortunately my wife had a Pixel 2. The old relic worked. It seems absurd that Google continues to sell devices that won't work with their own phone.

[Bigsexy2469]

Got a Pixel 6 and it still won't get past the "needs to be activated ." This should be very embarrassing for Google.

[ed6]

I also have the issue... My old phone is a Pixel 3a... won't work with that either!

I'm not sure why a thread and issue this important keeps listing posts by Google people that they want to close the thread in a few days.... it should remain open until it's resolved !!!

[Zonyl]

Google is being aloof about it to avoid media attention and potential litigation.

Here is the strategy I have seen so far regarding this:

#1 Publish an obscure help page that tells you this isnt working due to a patent infringement.  Suggest that you use a non-google device to activate it.

#2 If you complain about it here, they will tell you #1.   If you complain you dont have a non-google device to activate it, they will coyly tell you to give them "more information" which is really just a ruse to see if the assistant device you are using is made by Nest / Google in which they will send you a replacement device for free (hush hush)

#3.  Reason they are aloof about #2 is that they don't want word to spread around that everyone with a google nest device can get a free replacement device.

#4. If you dont have a google made assistant device (I have a Lenovo Speaker), they will tell you its a hardware issue with that manufacturer and try and deny misdirect accountability for it.   I had thought about starting a legal compliant, but in the end it was easier to sell my devices and use a product that has real customer support behind it.  I have been migrating away from google products for the past year already anyway due to the whole "Legacy Free Workspace" fiasco.    

Bottom line, Google is an advertising company.   Should never have really considered them more than that and shame on me.

[Dan64]

I had to use my wife's iPhone because I have a pixel 4.  The iPhone walked right through the setup

[IBEBrenda]

This solution holds true also for Yale Lock -> Google Nest. Wastes 2 hours of my life on getting connected to the lock. I'm sad to say I will be tossing out the Google Home and using Amazon Echo. I hoped to use the Google family of products in my garage-turned-apartment but I realize now I purchased a very expensive way to watch YouTube. That's all it does.