Google nest unlinking constantly

[Blocker1913]

Nest constantly unlinking, even after many factory resets, uninstalling everything and searching for updates. 

It seems that no support offered helps, it seems that there is no patch coming out to fix this issue.

Will Google replace my device?

[Azarco]

Hello Blocker1913,

We'd like to dig deeper on what's happening with your Google Nest Mini: how frequently does the device unlink (daily, weekly, etc.). Could you take a look in your Google Home app feed history if there's any recorded activity of your device being unlinked? Also, is this the only device unlinking from your network?

Also, where and when did you purchased your Nest Mini?

Regards,

Alex

[Blocker1913]

1. Daily

2. Yes notifications of unlinking

3. Yes this is the only device

What has when and where I purchased the Nest got to do with the fact that the device which had been working fine has been unlinking continiously? It was a gift from about a year ago

I've followed all the troubleshooting steps: Factory reset, uninstall app, change Router settings.  It works when you perform the Factory reset (nest setup after factory reset says it encountered an issue, but when you leave setup it works, plays music and answers questions) and that night or just after I get the Please Log in via the Google Home app response.

There seems to be a large portion of Nest users with this exact issue but no responses provided to date from any support forum.

Thanks

[Dan_A]

Hi Blocker1913,

Chiming in to add some steps that might help resolve your concern. Do you have access to your router GUI page? If so, please try to access it and update DNS settings 8.8.8.8  for the primary and 8.8.4.4 for the secondary. Also, try the channel 1, 6 or 11 and check if your Nest devices still disconnects. 

Keep us posted.

Best,

Dan

[Blocker1913]

Hi Dan - Thanks for your offer to help, I appreciate it, I've invested way too much of my time already in all kinds of diagnostic efforts, so before I do that: why do you feel that if the Nest works fine (after re-re-re-setting up) until the same night, why to you feel that making those Router level changes are going to help? I mean, the problem does not seem to be connectivity related as it works when I perform setup and then the "Google Account is Unlinked from the device" happens that night, I mean connectivity is there its just the Device is being unlinked from my Google account

[Dan_A]

Hey there,

Apologies for the confusion! We just wanted to make sure that steps are taken  to isolate the main concern. In this case, it might be because it got disconnected from Wi-Fi momentarily due to faulty Nest speakers or other factors. It might also be an account concern or even a software issue. It would help a lot if you could also set up your Nest Mini to a different phone's hotspot. You got to have 2 phones for this to work. One is for the setup phone and the other is where you connect to via hotspot. Also, try using or creating a new account just for your Nest Mini, set it up and see if there's a difference.

We'll be waiting for your reply.

Regards,

Dan

[Blocker1913]

Tanks Dan, I tried all of that and same issue, took me quite some time to perform everything

[Muddi]

Hey Blocker1913,

Chiming in. To confirm, have you tried using a different account to check if you will have the same issue?

Cheers,

Muddi

[Princesss]

Hi there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Blocker1913]

Yep, I've tried removing and creating many accounts to test with and with other peoples account, very time consuming process, I see no diagnostic benefit in trying with a different account, but I did it anyway.

Please, if there are further responses/suggestions please indicate WHY you think this may be related to the Nest Mini Device unlinking, I'm not adverse to trying, but its very time consuming and difficult to relate to the problem..."try painting the walls of your house white, see what happens"

[mode2recordings]

Having the same problem and tried god knows how many suggested solutions but nothing worked so far … I’ve been having this issue now for nearly a year and there seems to be no interest from Google to get to the bottom of this. 
There are quite a few people who have the same problem 😢

Love to have the Mini working as it use to and not continuously disconnect from my GAccount. 

🖖 greetings 

[Muddi]

Hey folks,

To confirm, did you enroll your account in the Advance Protection Program or did you enable 2-step verification on your account?

Cheers,

Muddi

[Blocker1913]

Hey muddi - I don't see the diagnostic value, given that the account reconnects and works until the following night.

But 2 step is what I have

[Muddi]

Hey Blocker1913,

To confirm, have you enabled it recently? Let's go ahead and try disabling for the mean time then check if your device will have the same behavior. This will help us further isolate the issue.

Keep us posted.

Cheers,

Muddi

[Blocker1913]

Hi Muddi - what is the diagnostic value of this? Why should I try this? As my account is fine and the problem is the account unlinking from the device.

[Muddi]

Hi Blocker1913,

I totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try!

Cheers,

Muddi

[Blocker1913]

Hi Muddi - Troubleshooting is not frustrating when the steps are actually related to the problem.  If your car is broken and someone asks you to put on a hat to see if it works, would you do it?

I'd simply like to hear why you think multi factor or 2 step authentiation will resolve a problem, to me is would suggest that I'm unable to authenticate and therefore use the Device, this is far from the truth, the device & account works when I factory reset and re-do setup, but a day later my "account is unlinked from the device" so I'm trying to understand why you think that Disabling (making my account less secure) would help.  Thanks

[Muddi]

Hey Blocker1913,

I got your point. The steps will only help us to further isolate the issue. It will also allow us to check if there's something wrong with the connection of accounts with 2-step verification to the speakers. Moving forward, I understand your hesitations but we'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[Princesss]

Hi there,

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

Best,

Princess

[Blocker1913]

I've filled out the forms already and have an open ticket, I've provided feedback in the app and through the nest 3 times already. Thanks 

[Muddi]

Hey Blocker1913,

It looks like we haven't got the form. Please fill out the form again and include the link of this thread so we can investigate further on what's happening.

Cheers,

Muddi

[Muddi]

Hi Blocker1913,

Have you had the chance to fill out the form?

Cheers,

Muddi

[Muddi]

Hey Blocker1913,

We got your form — we'd suggest keeping track of your inbox as our team will be emailing you soon for more details. Also, please be advised that this thread will be locked after 24 hours.
 

Cheers,

Muddi

[Blocker1913]

Hi Muddi - I have filled in the form again today, let me know if you can see it on your end.  Thanks

[Blocker1913]

Yes, reply below

[Blocker1913]

Couldn't agree more, I might just get an Alexa to save time