Device shows offline and leaves home

[Jaimie]

My nest hub I'm using as a bedroom clock and I also have a Chromecast 2k with remote and a Google Pixel 7pro . Both the hub and Chromecast stop working correctly ie won't play music when asked . I then go to the Home app the show as active devices but are no longer in Home room I have set them in I have done factory reset on all devices including my modem from Optus and still now change all non google devices ie light bulbs and lenevo display stay in allocated room and work perfectly I'm not sure what else I can do

Thankyou

[Juni]

Hi Jaimie,

Thanks for reaching out and letting us know about your concern. Are all your devices set up on one Wi-Fi network? Are you using a mesh network? Did your internet provider provide you with their own router? What response are you getting from your Google Nest Hub and Chromecast remote?

I look forward to your response.

Regards,
Juni

[Jaimie]

Thankyou for your reply . Yes all on the one network . No mesh . Optus has supplied my modem don't really have a problem using the Chromecast seems to still work fine even when shown as other devices. The google nest screen will not play any media unless I move it back to home it will still turn lights on and off with voice commands but can't using touch screen.

[Juni]

Hi there,

Thanks for the details you’ve shared. Could you send us a screenshot of your Google Home app showing these devices so we can look into this for you?

Regards,

Juni

[Jaimie]

Hi Juni. Thankyou for trying to help me with this . I have now also spoke with Optus they said they could not see any network issues I have also switch of wifi light bulbs to see if there where any interference issue but did not stop this from happening 

[Juni · Accepted solution]

Hey there,

Thanks for the image you sent. It appears that you set up your bedroom display and Chromecast in another home structure. We need to make sure that all devices are in the same home structure so you can control them seamlessly. You can factory reset both Chromecast and Google Nest Hub again, then set them up at your current home.

Best,

Juni

[Jaimie]

Hi Juni . Yes this is the problem I set it up in the correct home structure then when I leave my house and return 8 to 10 hrs later it reverting to what you see in the screen shot

[Jaimie]

 

[Jaimie]

https://photos.app.goo.gl/MR556Qw2DmXneKxb6  turned wifi off because I was home today to check if they would leave home (structure) 11 hrs later both devices no longer in home (structure) again

[Juni]

Hey Jaimie,

Thanks for the additional details you’ve shared. Is the Google Home app updated? If possible, could you try using another phone to isolate this?

Keep me posted.

Regards,

Juni

[Jaimie]

I set home up on a galaxy S7 no Sim just connected to wifi all went good but 24 hrs later the phone never left wifi area but still both google hub and Chromecast moved them selves to local devices no long in structure (Bedroom and Lounge room) I'm at a  completely lost at what to do . 

Regards Jaimie 

[Muddi]

Hello there,

Chiming in, can you tell me the make and model of your router? Also, how far away are your devices from your router? To rule out any potential network issues, I recommend trying to set up one of your devices using a mobile hotspot. You'll need two mobile devices for this setup - one will act as the router and the other will be used to set up your speaker. Once you've completed the setup, please check if your device has the same behavior.

Cheers,

Muddi

[Jaimie]

Thx for the idea I will try phone got spot when I have time . My modem is a MDM9250-2 from Optus Regards Jaimie

[Muddi]

Hi Jaimie,

Thank you for providing the information. After reviewing the details, it appears that you are using a 4G home modem, and the signal strength will always depend on the network. This is similar to a mobile data connection. Considering this, it is likely that the low network signal is one of the reasons why your speaker is showing as offline and has been removed from the home.

To improve the situation, I recommend the following steps:

1. Check the placement of your 4G home modem: Ensure that it is positioned in an area with good network coverage. Avoid placing it near obstructions or in areas with weak signal strength.

2. Adjust the position of your Google Nest Mini: Try moving it closer to the 4G home modem to strengthen the connection. Sometimes, even a small adjustment in placement can make a significant difference in signal quality.

3. Consider using a WiFi extender or booster: If the signal strength remains weak, you might want to explore using a WiFi extender or booster to enhance the coverage in your home. This can help improve the overall connectivity of your Google Nest Mini.

By following these steps, you should be able to enhance the network signal and resolve the issue of your speaker appearing offline or being removed from the home.

Cheers,

Muddi

[Jaimie]

Thx for trying to help my modem has 4g backup but is on NBN (connect to phone network .not mobile) I'm now waiting to hear from google to try and sort it out again thankyou very much for trying to help me

Regards Jaimie

[Princesss]

Hello Jaimi, 

We just want to check in-- how was your device's connection, is it working good now?

Best,

Princess

[Jaimie]

Hi Princess

Affraid not still doing same thing

Regards Jaimie

[Princesss]

Hi there,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out our Contact Us Form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hello Jaimie,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Synapze]

I've been having the same issue for over a year. I ask Google to "play music on living speaker" and I get a response "Sorry, something went wrong." When I check the home app it shows that all 9 speakers are no longer assigned to rooms. They are all in the same "home" but I still have to reassign all devices to their rooms at least twice daily. Google has no fix for this issue. It annoys my family so much that they have basically stopped using the system. This issue along with speaker groups being discontinued leaves this system barely useful. Not only do I have to reassign the devices twice a day, but I've had to reset and reconfigure the entire system at least once a month. Google tech support can't help. They suggested that I move my devices within 10ft of my router... which makes no sense as most people don't live in homes with all rooms within 10' of their router. 

I think the only fix to this is to buy a different manufacturer of home automation. My friends who use Alexa never have these issues. 

[Jaimie]

Hi Synapse .

Thanks for telling me about your experience with this problem . I'm still working on trying to fix this sounds like I won't succeed but I'll keep trying I have a few more changes to try . ie. Move router and trying all devices on 5ghz not that I think this will work but I am trying anyway.

Regards Jaimie 

[Juni]

Hi folks,

Jaimie, thanks for the input.

Synapze, thanks for posting and for the details you’ve shared. Could you provide the case number when you contacted our support team so we can further check for you? 

Thanks,

Juni

[Jaimie]

Hi Juni 

Just keeping you up on how I'm going . I changed all devices to 5 GHz wifi instead of 2.4 GHz and it has seemed to have stabilised my problem with the Chromecast and nest hub but my lenevo display did not like the change and started dropping to local devices like the other 2 had been doing. So I'm going to move the Lenovo display back to 2.4 GHz and hopefully no more problems . Thanx for the helpful advice.

Regards Jaimie 

[Juni]

Hey Jaimie,

Thanks for keeping us in the loop, and We are glad that works for you. If you need help with other concerns, you know where to find us.

Best,

Juni