Google Nest hub gen 2, keep getting error - Authentication isn't successful

[Iollagach]

I have followed - David_K • Platinum Product Expert advice, and I am still unable to get the Google Nest hub gen 2 to connect. I get an error - Authentication isn't successful.

My original issue was with the modem, now replaced and I am still unable to connect two Google devices

All other non google devices connect without issue

Confirmed connecting to the same network, out of ideas?

Any help\advice appreciated

Thanks

[gmelanymelissa]

Hi @Iollagach,

Thanks for posting here in the community. I'm sorry to hear your Google Nest Hub 2Gen cannot be connected to the Wi-Fi network. Help's here!

Please let's try these steps:

• Factory Reset: It resets the device to its original settings, erasing all your configurations. Refer to this article: Factory reset Google Nest Hub (2nd gen).
• Reinstall the app: Sometimes, a corrupted app can cause connectivity problems. Uninstall and reinstall the Google Home app on your phone.
• Internet Connectivity: Verify that your home network is stable and has a strong signal. 
• Avoid interference: Keep the Nest Hub away from other electronic devices that might interfere with its Wi-Fi signal, like cordless phones or microwaves.
• Try a different network: If possible, connect the Nest Hub to a different Wi-Fi network to isolate the inconvenience.

Let me know how it goes. 

Best regards,

Melany

[Iollagach]

Hi Melany,

I have several Google devices, Google nest hub, nest speaker, nest mini and a chromecast. After many attempts I managed to get the chromecast to partially work - it connects but has multiple errors and I am unable to update the device - it keeps saying try again later.

 Nest speaker:

Google home app can find the speaker, connect to the speaker, speaker connects to the Wi-Fi

I follow the configuration steps

Google home states that setup is complete and ready to use

I can adjust the speaker volume and reboot the device via the Google home app

If I say hey google, the speaker immediately responds "your Google home isn't setup yet, download the app to get started'"

Preview

This is what happens with all of the devices, I have been unable to get these devices to work for over a week now and it is very frustrating.

[gmelanymelissa]

Hi @Iollagach,

Thanks for the follow-up.

To better understand the situation, I'd like to ask a few questions:

• When did the inconvenience start?
• What is the router's make and model?
• How many devices in total are impacted by the inconvenience?
• What is the device status in Google Home App after setup?

Keep me posted.

Regards,

Melany

[Iollagach]

Hi Melany,

• When did the inconvenience start? - about a week an a half ago
• What is the router's make and model? - TP-link VX420-G2h. Modem has been replaced, due to a fault with the original modem, it is new and the same model. The issue with Google products started when the old modem was in use and is still happening with the new modem.
• How many devices in total are impacted by the inconvenience? - Google nest hub, nest speaker, nest mini 
• What is the device status in Google Home App after setup? - the devices show up in the home app and I can open the app, adjust the volume, reboot the device. The app also shows the network info, ip address etc.
•  
• Thank you for looking into this, Joe
•  

[cifuentesj]

Hi @Iollagach,

I understand your frustration that your Google devices do not work properly when you ask something and you receive an error message saying your Google home isn't set up yet, download the app to get started. I apologize for the trouble you're experiencing.

To assist you better, we'll need some additional information. I'm sending you a secure form where you can provide all the necessary details and also please fill out all the information required.

Please make sure you leave your Community Thread and Community Username.

Here's the contact us form

Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Best regards,

Jeremy.

[Iollagach]

Hi Jeremy,

I have completed the form, as requested

Kind regards, Joe

[cifuentesj]

HI @Iollagach 

Thanks for letting me know, I can confirm your submission.

You will be contacted as soon as one of our Technical Support is available.

Thank you for your attention.

Sincerely, 

Jeremy

[Iollagach]

Hi Jeremy,

thank you for looking into this and confirming my submission. I did hear back and have a reference number - 3-6356000036915. Is there a way for me to view the progress of this?

I did respond to the email, but I have not heard back from anyone

Thanks, Joe