Cannot rejoin my Nest Hub Max to my account

[DamianM]

I removed by Google Nest Hub from my account because it was stuck in constant boot loop after an upgrade which must have happened overnight.  I purchased this device yesterday.

I did a factory reset and now it keeps telling me that it needs to be removed from the previous account and cannot joint my home.  The previous account is identical to the current account and there is no option to do this on the settings I see.  

Please advise on steps to remedy this.  Please note that multiple factory resets do not help this issue.

[Mr_Borssie]

Hi DamianM,

Have you looked in your Google account under Security --> Devices if your device is still mentioned? If so, you can try to remove the device from your account, and do the setup proces again. Does that help you? 

[DamianM]

Hi Mr_Borssie

Thanks for the suggestion

The device is not listed in that location so that solution will not work

[Mr_Borssie]

Too bad that didn't do the trick. Have you tried to setup the device with a different Google account in your household? To see if that one works? Maybe if you reset the device after a succesfull connection with a different account, it works for you.

Maybe it is a longshot, but you can always give it a try

[DamianM]

I have been in touch with Google support and tried all the standard attempts and they are also puzzled.  Am waiting for a senior technician to review it all and let me know what the fix may be.

I suppose returning it to the store may be the last option and get a replacement device

[Mr_Borssie]

Sure thing, probably the best option. Keep us posted about any updates. I'm curious what eventually could be the root cause, or the solution 😉👍

[Princesss]

Hi everyone,

Thanks for visiting the Community.

@Mr_Borssie, we appreciate your help on answering this thread as well as the steps you shared. That's really helpful!

@everyone, if reset has been done and still experiencing the same thing, kindly fill out this form with all the needed information then let me know once done.

Best,

Princess

[Michael_In_KY]

I'm having the same exact issue. Went from Eero Wifi that kept disconnecting us to Spectrum's Modem + Router. Have reset the device 3x, but same message. When I hold finger down on tile, it just takes me to screen to pick location. No "Settings" link in any of my 3 accounts. Very frustrating.

[dshearin]

I had this issue last night after Factory resetting my Hub Max. I had removed it in the home app but still couldn't get it to join. The solution I found online was to go to my Google account settings - Data & Privacy - Third Party Apps with Account Access. Then find and remove Nest Hub Max. I also deleted and reinstalled the Home app from my phone. Now factory reset your Hub again and attempt to set it back up. This worked for me. Good luck! 

[DamianM]

I looked at my Google Account and the nest hub is not listed there.  That is the strange thing.  I am still waiting to hear back from support

[Michael_In_KY]

Thank you for the info, dshearin. I thought it was going to work, but it did the same thing in the end. Let's hope Google comes up with a solution.

[Michael_In_KY]

Update: I was able to delete our former home (I had tried before, but it failed to delete), and I have now been able to re-join the device to my account. All good here.

[Princesss]

Hi everyone, 

@Michael_In_KY, thanks for the update. Glad to know that it's already working. 

For those who are still experiencing the same thing, feel free to follow the steps posted above. If the issue still persist, kindly fill out the form and let us know once done.

Best,

Princess

[Princesss]

Hi everyone,

Chiming in-- have you had the chance to fill out the form?

Best,

Princess

[DamianM]

I also tried that but still unable to join the device to my new "home"

[Princesss]

Hi DamianM, 

Thanks for responding. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[Mr_Borssie]

Hi Princesss,

I already contacted you and @Azarco in a different thread, which now is locked, so unable to get back to you. But I haven't had any reply of the Google team since more than a week. I had to fill in the form, and Azarco told me that someone would come back to me through email, but haven't heard anything since than, no email. Please assist me in this

Sorry I had to respond in this different thread 

[Princesss]

Hi Mr_Borssie,

It's okay, I totally understand. Could you please provide the case ID in reference to the form you filled out?

Best,

Princess

[Mr_Borssie]

As a matter of fact, unfortunately I didn't wrote down my case ID number 😞 

It was in this thread : 

No new interface after bootloop issues months ago

Should I fill in a new form? 😞

[Princesss]

Hi 

As I have checked, here's your case ID: 4-7007000032669. I've also notified the team about this and they will reach out to you as soon as possible.

We appreciate your patience.

Best,

Princess

[DamianM]

I finally solved the issue.  

I returned the device to the store and my money was refunded in full.

I then purchased the Amazon Echo Show device and it has worked flawlessly since.  

Google support never got back to me after three weeks and there was no other solution in sight.

[Princesss]

Hi DamianM,

We're sad to see you go. We hope we can make it up to you in the future. In any case that you need assistance with your Google Nest speakers, feel free to start a new thread.

@everyone, does anyone here still needs help? Let us know by responding to this post, otherwise we'll be locking the thread.

Best,

Princess

[Princesss]

Hi there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Princesss]

Hi there,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Best,

Princess