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Google Nest Hub stuck on "Link Account" screen, even after a factory reset and trying again

Tichael
Community Member

Hi!

My mom has a Google Nest Hub since Christmas and it was working perfectly fine up until a couple of weeks ago. It was saying something about not beeing linked to an account.

We tried to factory reset it and add it back in the Google Home app, but it then get stuck on the "Connected" screen and the Google Home app said it failed to configure the device, without anyway of trying again. And after rebooting the Nest Hub, it stays stuck on the "Link Account" screen. The device is visible in the Google Home app, although "Offline", and the only thing we can do is controlling the volume and rebooting the Nest Hub.

Since I'm at her house for a couple of days, I tried a factory reset again and connecting it to her account and even my own account, without success. I have the same device bought at the same time and mine is still working fine.

Since it's been less than a year, it should be coverred by warranty, but I also have trouble contacting them (I can't even see the device in the troubleshooting wizard).

13 REPLIES 13

Juni
Community Specialist
Community Specialist

Hi Tichael,

 

Thanks for posting and for being a step ahead of us. I know how it feels when something isn’t working as it should. Were there any recent changes made before it started? What is its distance from the Wi-Fi router? Try to reboot the router, and once the network is back on, do the factory reset once more to put it back to its original settings, then attempt to set it up once more. You can also use another network to isolate this.

 

Keep me posted.

 

Regards,

Juni

Juni
Community Specialist
Community Specialist

Hi there,

 

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni

Juni
Community Specialist
Community Specialist

Hello there,

 

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have other concerns in the future.

 

Best,

Juni

Tichael
Community Member

Hi! The wireless router is basically right under where the device is, and we get very good signal everywhere, even outside the house. We did try to restart it anyway, without any success.

I didn't think it would work anyway since it always "crash" at the same step in the setup wizard, and I can still send the "basic" commands like volume control and reboot command, even if the device appear "offline".

Juni
Community Specialist
Community Specialist

Hello Tichael,

 

Understood. Have you tried setting it up using another network? Give it a try and let us know the result by updating this thread.

 

I look forward to your response.

 

Regards,

Juni

Tichael
Community Member

I will try that!

But I won't be able to do so before a week or two. I'll keep you updated. 

Juni
Community Specialist
Community Specialist

Hi there,

 

Understood. I’ll keep this thread open and wait for your update.

 

Thanks,

Juni

Princesss
Community Specialist
Community Specialist

Hey Tichael,

 

Chiming in-- have you had the chance to try the steps above? Let us know if it works, otherwise we'll be locking the thread shortly.

 

Best,

Princess

Not yet. As said above, I won't be able to test it until next week. My parent will be coming to my place and they are bringing the device to test it here. I also have one, bought at the same time, that works perfectly fine on my network, so we will know if it was the device or something else.

Princesss
Community Specialist
Community Specialist

Hi Tichael,

 

No worries, we'll keep this thread open for few more days.

 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi Tichael,

 

I just want to follow up, are you available to try the steps?

 

Best,

Princess

Hi! Yes I was finally able to test at my place and it seems to have worked. The device did an update too during setup, so maybe that helped fix the issue. I then tried to add it to my mom's account and it got stuck during the setup again, but something changed because when I pressed the device in the Home app, it resumed the setup correctly and it was able to complete.

Now, the only remaining test will be in 2 or 3 days when they are back home to see if they can set it up again, but with what I saw, I think it will work. They are also switching ISP soon, so maybe that will help too.

If we still have issues with this device, I'll open another thread (and link to this one).

Thank you! 

Princesss
Community Specialist
Community Specialist

Hi Tichael,

 

Thanks for updating us. It's good to know that everything was all sorted out. Updates fixed it.

 

Keep monitoring your device's behavior and since this has been resolved, we'll consider this complete and will lock the thread now. Feel free to start a new one anytime you need assistance and the Community would gladly help.

 

Cheers,

Princess