Connectivity

[JQ2]

After deleting and adding a new Google Home, I can't get my nest audio to complete connecting and can't get it to reboot manually 

[Princesss]

Hi JQ2,

Thanks for reaching out.

Sorry to hear about your experience on using your Google Nest Audio. A few questions I would like to ask -- what's the exact prompt are you getting upon attempting to connect it to your network? Is this the only Google Home/Nest speakers connected to the network?

Let us know more details about it so we can try some steps to resolve this.

Best,

Princess

[JQ2]

The speaker was connected to the old network, I deleted and set up a new network. There are two additional nest speakers, nest hub, 2 google mini a Sony sound bar and tv, many hue lights a roomba, and more. This speaker was the only one that would not connect to the new network. I have reset several times. Google home finds the device but when the device is at the final point of connecting to the network it fails, saying the device has failed to connect and to try again or cancel. It usually shows up in google home,but not connected or functioning. 

Thanks for your help, John 

jfqueffelec

[Princesss]

Hi JQ2,

I appreciate the details you shared.

Let's go ahead and try these steps:

1.  Open the Google Home app .
2. Tap your device.
3. At the top right corner, tap Settings   Device information.
4. Next to "Wi-Fi," tap Forget. You’ll be taken back to the Home app home screen.
5. Follow the setup steps to set up your device on the new Wi-Fi network.

If you get an error message that says "could not communicate with your [device]" when you try to forget your network, or the steps above don't work, you'll need to factory reset your device and set it up again.

Keep us posted.

Best,

Princess

[JQ2]

Sorry I have been away. There are now 2 devices acting up. The nest hub speaker and a nest hub generation 1.neither of the solutions have worked 

[JQ2]

Both devices were formally on another home 

[Princesss]

Hi JQ2,

Apologies for the late response.

I'd like to check if you still need help with this? Let me know more details so we can start some steps that might resolve this.

Keep me posted by responding to this thread.

Best,

Princess

[JQ2]

Still have not been able to resolve this issue. A first generation nest hub and a nest speaker are basically useless 

[Princesss]

Hi JQ2,

Thanks for responding.

Since you have mentioned that 2 of your speakers are not connecting with your network, you might as well check these network settings to see if all the requirements are met.

• Check that your Google Home device is receiving power from a wall outlet. If your Google Home is receiving power, you will see a blinking white light on the back of the device.
• Make sure that your Google Home device, wireless router, and device used to set up the Google Home (e.g. phone or tablet) are in close physical proximity to one another -- within 15 feet, if possible.
• Please note: Networks that require you to connect through an authentication page (also called a "captive portal") are not supported by Google Home. This is typical of hotels, schools, dorms and businesses.
• Configuring your Router Settings
• Be sure to enable or disable the following router settings to allow Google Home to communicate properly with your router and network. All routers are different, so each setting may or may not appear on your particular router (or may be named differently).

Keep in mind that resetting or making changes to your router settings may have unintended consequences. If you need help or have questions/concerns, contact your router manufacturer or internet service provider (ISP).

Enable: Universal Plug and Play (UPnP), multicast, Internet Group Management Protocol (IGMP)
Disable: AP/client isolation, virtual private networks (VPNs), proxy servers, IGMP Proxy. VPNs and proxy servers should be disabled on your computer as well (if applicable).

Just in case that you don't know to check these settings, you can always ask help from your ISP to check guide you or help you configure these settings.

Best,

Princess

[JQ2]

Both units have power. There are 2 other nest speakers as well as 2 mini connected. These 2 problems units were originally connected and stoped. They both have been reset and are able to connect to my phone but are unable to connect to the wfi. They are within 10 feet of the router. 

[Princesss]

Hi JQ2,

Thanks for the update. 

Is there a way that you can get the cast firmware versions of those 2 affected units?

To check the firmware version:

1. Make sure the mobile device is connected to the same Wi-Fi or linked to the same account as the Google Nest or Home device.
2. Open the Google Home app .
3. Tap the device card of the preferred speaker or display.
4. At the top-right, tap Settings Device information.
5. Under Technical information, find Cast firmware:X.XXX.XXXXX.

Best,

Princess

[Princesss]

Hi JQ2,

Chiming in to check if you you have already got the cast firmware version of your Google speakers?

Let us know by responding to this thread.

Best,

Princess

[JQ21]

I don't know how to do that as they do not connect, can you please instruct me? 

[JQ21]

For some reason I had to change from JQ2 to JQ21? 

[Princesss]

Hi JQ2,

Yes, I've noticed that one too. 

Anyway, since you still can't set it up completely, is there any way that we can try setting it up using a mobile hotspot? Let's have a separate phone that will serve as a source of internet (mobile hotspot) and the other phone as your set up device. Connect your set up device to the other phone's mobile hotspot and let's attempt to set up the Google speakers on that network and let's see if it will connect.

Keep me posted.

Best,

Princess

[JQ2]

Sounds like a plan, however I am traveling for the next 2 weeks. I will have to let you know after that.

Thanks John 

[Princesss]

Hi John, 

Thanks for giving us a heads up. No worries, I'll make sure to keep this case open for the next 2 weeks so you can get back to us as soon as you're available.

Safe travels!

Cheers,

Princess

[JQ2]

Thanks 

[Princesss]

Hi John,

Chiming in to check if you're already available to try the steps mentioned on the previous thread?

Let us know as I will keep this thread open for few more days.

Best,

Princess

[Princesss]

Hi John,

Sure thing! Let me know anytime by responding to this thread.

Best,

Princess

[JQ2]

I just got around to working on this problem. I have sort of solved it. When I plugged them in and went through the connection process, expecting them to be un able to connect, they instead required up dating via the devise app. I live partime in Central America and apparently they were unable to tell me they needed updating till I brought them back to Canada. They are working well now I will take new ones south in the fall.

Thanks for your help worrying out a solution! 

[Princesss]

Hi John, 

Thanks for updating us. I'm so glad that everything is working good now. 

Since this has been resolved, I'll consider this one complete and will be locking the thread in 24 hours. Please feel free to start a new thread if you need any assistance with your Google Nest speakers. 

Cheers,

Princess

[JQ2]

Not yet, but probably this week I will get a chance. Thanks for remembering me, 😊