Device removed from account but still saying it is linked.

[Jg39]

So I have a problem. The camera on my hub max wasn't working. So I followed steps on other threads here. I removed the device from the home app and factory reset the device. Now when trying to add it back to my home. It is saying that it is linked to another account and to remove it from that account. The problem is that I  already did that. What should I do about this?

[MplsCustomer]

@Jg39 

That almost seems like your Nest Hub Max was not actually removed from the Google Home app or that the factory reset did not actually occur.

I'm assuming you can no longer see your Nest Hub Max in the Google Home app, so perhaps you could try doing the factory reset again: "On the back of Nest Hub Max, press and hold both volume buttons together for about 10 seconds. Your Nest Hub Max will let you know that it's resetting."

https://support.google.com/googlenest/answer/7073477?hl=en&sjid=15536769779712368155-NA#zippy=%2Cgoo...

If that doesn't work, try contacting Support.  There are a lot of recent posts about the camera not working in the Nest Hub Max.  (Ours still is working.)

One thing I wonder about is whether the camera in the Nest Hub Max is supposed to be removed from the Google Nest app in this situation, but there seem to be no instructions on that.

Support link:

https://support.google.com/googlenest/gethelp

[Jg39]

So I've actually reset it three times now. You are right, I can no longer see it in the home app or in my nest app. However I didn't do anything to remove from nest. It did it automatically when I removed it from the home app.

[MplsCustomer]

@Jg39 

If you've reset your Nest Hub Max several times and it has indicated that it is resetting, I think it's worth contacting Support.

[Jg39]

I think I'm going to have to go that way. Thanks for the feedback 

[Muddi]

Hello Jg39,

I appreciate MplsCustomer's help here. How was your device? Are you able to contact our support through calls/chat? Let us know if you still need help, and we're glad to further assist you. You can also try the steps below that may help you fix the issue.

1. Remove the Nest Hub Max from its current home structure.
2. Factory reset the Nest Hub Max.
3. Create a new home structure.
4. Leave the Nest Hub Max offline for more than 48 hours.
5. Set up the Nest Hub Max and its built-in Nest Cam on the new home structure.

Hope this helps.

Cheers,

Muddi

[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]

Hey Jg39,

Just one quick final follow up since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
 

Best,

Princess