Glitches with Google hubs and mini device

[Fletch_b]

When I try to broadcast to 1 certain room for example "hey Google broadcast to kitchen". The Google will reply "sure pausing the one. Sorry it looks like the one isn't available right now". I do not have a device even named the one. It doesn't matter what device I try to use. 

[Fletch_b]

I have already tried all of that. This morning it has stopped recognizing devices like my smart bulbs and won't dim them (mercury). The only thing that I have not tried is deleting the home and creating another one. 

[Fletch_b]

No one else has a fix for this issue? 

[Dan_A]

Hi folks,

@RachelGomez123, thanks for the help.

@Fletch_b, that certainly isn't the experience we want you to have with your Nest device and we're here to help. A few questions: when did this start? Does it happen every time? What are the Nest devices that you're using? I know that you've tried rebooting your devices through the Google Home app however, it would help a lot if you could do a sequential reboot instead. Unplug the power cord of your router followed by your Nest speakers. Plug them back in after 10 minutes tops. Restarting your phone might also help. We need to isolate and clear the air between all your devices.

Tell us how it goes.

Best,

Dan

[Fletch_b]

Dan.

  I have 3 minis 2nd Gen and 2 hub 2nd Gen as well. I believe those are the right Gen. I have done the hard reboot as you suggested and nothing changed. I got in touch with tech support and it was temporarily fixed. Until later that evening I tried to broadcast to that one room and now it says "Sure pausing Bob's speaker. Looks like Bob's speaker isn't playing right now". Well at least now it's not pausing a device that isn't even in my Google home.

I hope that this is some help with what is going on and possibly a fix

Again thank you Dan. 

[Dan_A]

Hi Fletch_b,

Thank you for the reply and as you know, having to talk with our team can clear some things and issues can be isolated for a fix to eventually be found. Thank you so much for the patience and understanding. I'm going to keep the thread open for us to monitor if the issue is fully fixed. If it persists, we'll find another way.

Keep us posted.

Regards,

Dan

[Fletch_b]

Is what the guy from tech support told me is to just broadcast to all of the devices and that's not what I wanted because my wife works overnight and sleeps during the day so broadcasting that way would wake her up. I'm seriously thinking of switching to Alexa. I've been extremely happy with Google so far but this is ridiculous. Especially when tech support tells you to do that instead of working on the problem and fixing it. I've spent well over $1000 on hubs, minis, nest doorbell and cameras (witch I forgot to mention earlier). 6 cameras in total. 4 outdoor and 2 indoor. Everything else works just fine. I just can't broadcast to that 1 room. 

[Dan_A]

Hey there,

We're sorry for the delayed response. Which Nest device is linked to the concerned room? Let's try to delete the current room and create a new room instead and move your desired devices there. Here' how:

1. Open the Google Home app.
2. At the top, select the home with the room you want to delete.
3. Touch and hold the name of the room you want to delete.
4. Tap Settings > Delete room > Remove. 

• Note: When you delete a room, any devices in the room are removed from the room. You can add them to a different room.

Here's how to create a new room:

1. Open the Google Home app.
2. Touch and hold your device's tile.
3. Tap Settings > Room.
4. Choose a suggested room name or scroll to the bottom and tap Add a custom room > enter the room name > tap Save.

Once done, move your devices to the newly created room and try to broadcast.

Also, check out this helpful guide: Share a home and devices in the Google Home app.

Tell us how it goes.
 

Cheers,

Dan

[Dan_A]

Hello Fletch_b,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[Fletch_b]

Dan

 I tried doing the complete restart like you suggested and it worked for 1 day.

Honestly I'm about done with it. 

[Dan_A]

Hi Fletch_b,

For confirmation, are you able to do the steps I provided above about creating a new room? If so, and the behavior's still the same, let's revert your Nest Hub and Nest Mini to its default and original settings by doing the factory reset. Here's how. After the factory reset, set them back up again and if possible, connect them to the 2.4 GHz band frequency.

Also, to isolate further, can you broadcast to your Nest devices using the Google Assistant on your phone. Make sure that all are on the same Wi-Fi network before doing so. Once you do the broadcast, please be specific on the speaker you are broadcasting to. Include the name of the speaker when giving a command.

Keep me posted.

Best,

Dan

[Fletch_b]

Hi Dan. Yes I created a new room and deleted the old one. When I was on the phone with tech support he had me factory reset all of the devices and within a few hours the same thing happened. He even had me change the name of the room. Nothing changed the end results. I reset all 5 nest cameras, the nest doorbell all 10 of the mercury smart bulbs, the 2 hubs and the 2 mini speakers. 

[Dan_A]

Hi Fletch_b,

I understand and thank you for contacting our phone support. There's one more question that I have for you. Do you have multiple accounts that are active? Could you open your Google Home app and go to the upper right corner where your account is and see if there's a dropdown beside your account name. Make sure that all your devices are only set on one single account, most preferably with a Gmail domain.

Let's get this ball rolling.

Thanks,

Dan

[Fletch_b]

There are 2 accounts. My Google account and my wife's account. I set everything up on my account. 

[Dan_A]

Hey there,

Thanks for the update. Would it be okay for you to unlink your wife's account from the Google Home app. If her account was added as a home member, kindly take her out from the feature so that we can focus on a single account. Follow the steps below:

1. Open the Google Home app.
2. Switch to the home you want to edit.
3. Tap Settings > Household.
4. Tap the home member you want to remove.
5. At the top right, tap Remove.

The above steps apply if your wife is a home member added to your Google Home.

Kind regards,

Dan

[Dan_A]

Hello there,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,

Dan

[Fletch_b]

Hi Dan.

 Yes I removed my wife's account and still no change. I've pretty much have given up on it. Next month I think that I will be getting some Alexa stuff instead. Even you would have to admit how ridiculous this is. Over a thousand dollars for something that's not even going to work. It's nothing more than a waste of money now. It seems like I'm the only one that's having this issue or something would have been done to fix it.

Anyways. Thanks for all of the attempts you had me to try.

Thanks

 Fletcher. 

[Dan_A]

Hi Fletch_b,

I'm sorry it had come to this but, if you could give us a chance to dig deeper, please fill up this form with all the needed information then let me know once done. Also, send us your devices firmware version by following the steps below:

Check the firmware version of your speaker or display
 

1. Open the Google Home app.
2. Touch and hold your device's tile.
3. Tap Settings > Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Check the version on your Nest display
 

1.  Swipe up from the bottom of the display screen.
2. Tap Settings > About device. You should find your "Cast firmware version."
   • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs in Fuchsia.

Kind regards,

Dan

[Fletch_b]

Hi Dan. 

My wife found out something with it. If you said hey Google broad cast to room then it will broadcast to that room. If you say hey Google broadcast then it tries to pause that rooms speaker. So to broadcast to just that 1 room (no other room or device) we have to break it up and say broad cast to that room.

I hope that gives you something to work with. 

[Dan_A]

Hey there,

Thanks for the information. Have you tried other rooms with devices in it? By the way, could you provide the firmware version of Nest speakers? Follow the steps above on how to check it. Also, fill out the form we've sent above so we can dig deeper about what's going on.

Cheers,

Dan

[Princesss]

Hi Fletch_b,

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

Best,

Princess

[Azarco]

Hello Fletch_b,

Checking back in if you're able to fill out the form above. Let us know by updating this thread and the Community will be happy to lend a hand.

Thanks,
Alex

[Azarco]

Hi there,

One quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the Community and we’ll be happy to help.

Regards,

Alex