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Google Nest hub will not connect to cloud not allow me to disconnect device to set up nest cam

Trevor27
Community Member

Hi there I have been having problems with my Google Nest hub where it would not connect to the camera through the Nest or Google home app on my iPhone (which for about a year previously was working fine). I thought I would try removing the device from my home network (through the Google home app)then re-add it as a new device. This only made my problem worse, I reconnected the device to my home network (google home network) but when I try to set up the Nest camera it give me the error that the device is still linked to another account. I try to go to the device settings on my Google home app, it gives me the error that is “cannot connect to cloud”. Any suggestions on how to resolve this.

 

Thanks

10 REPLIES 10

Steps to fix-

1. Try disconnecting ethernet cord

2. Ensure you’re not using Google Workspace email

3. Switch language temporarily

 

Regards,

Rachel Gomez

Hi, unfortunately I have tried all those ideas. 
1. The hub is connected wirelessly, I tried restarting and rebooting the hub.

 

2. Using personal gmail account.

 

3. changed language did not work.

Any other ideas??

rkao1832
Community Member

i have almost exact he same problem! the hub can turn on and off lights! but it cant access the setting (in order to un-link the camera or re-install the hub 

Princesss
Community Specialist
Community Specialist

Hi everyone, 

 

Thanks for posting in the Community.

 

@RachelGomez123, thanks for always helping us out.

 

@Trevor27, @rkao1832, we appreciate all your efforts on trying the steps. Has anyone here already tried using a different phone to check the Nest app? Also, could you please send us a screenshot of what's the exact display you're getting so we can check on it further? We'd love to know more!

 

Keep us posted.

 

Best,

Princess

@Princesss i actually just changed phones to iPhone 14pro (from 12promax) still have the same problem. 

https://share.icloud.com/photos/00dnSIBFDJT0kkaHGi5GP7fMg

 

Yes this was the same thing I experienced. Just by circumstance last night I tried to connect to my google max hub while I was not on my home wifi, I was actually out on the home and it connected. I then was able to disconnect it from my home account once again. I then restored it to factory settings, reaped it to my google home account (which was the easy part) then rebooted it and was able to finally get the nest cam to work.

Princesss
Community Specialist
Community Specialist

Hey folks,

 

We appreciate all your efforts on trying the steps. Has anyone here already tried setting it up using a different account to see if you will still get the same message?

 

Best,

Princess

could you explain how to use a different account? i cant seem to even unpair it with my current account

 

Princesss
Community Specialist
Community Specialist

Hi rkao1832,

 

Thanks for responding. By any chance, do you have a different Gmail account that we can use to set up the Google Nest Hub?

 

Best,

Princess

rkao1832
Community Member

ugh **bleep** awesome. I still have the issue, even off home wifi...