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Issues in setup: after reset still registered to another user

Shaggy
Community Member

I have had my hub Max for about 1.5 years now. Work great till I tried to reset my whole hone due a few bugs (lights randomly turning on) I first removed all devices from my home then deleted my home and built a new one up. All devices have reconnected without fault (Router, Cameras, speakers, lights). However the hub Max keeps coming up with an error that it already registered to another user, please remove this device from the other users account a retry setup. 

I have fully reset all devices after removing them from my home. And i have reset the hub Max a number of times, restarted my phone, force close the hone app and reopen it. What else can I try?

6 REPLIES 6

David_K
Platinum Product Expert
Platinum Product Expert

Because Nest Hub Max has a Nest Cam, Google's process for this is to remove your device from the Google Home app while it is still connected to Wi-Fi and the internet, before factory resetting it.

Are you trying to set it up using the same Google account you originally set it up with? That is the only way you'll be able to set it up.

Shaggy
Community Member

Yes it is the same google account. Yes it was still connected to WiFi when I removed it from my account. 

David_K
Platinum Product Expert
Platinum Product Expert

Would you mind sharing a photo of the error just to confirm?

LovelyM
Community Specialist
Community Specialist

Hi folks, 

Thanks for giving us a hand, @David_K.

@Shaggy, kindly check if your Google Nest Hub Max is showing under your Google Account's Your devices and remove it there. Factory reset it again before going through another setup process. If you are still encountering the same issue, please send us a screenshot. Here's how: start a new post > Click Insert Image > Choose an image source location > Follow the on-screen instructions. You can tap the "Drag and Drop" option. Note: Maximum attachment is 5 MB.

Keep me posted.

Best,
Lovely

LovelyM
Community Specialist
Community Specialist

Hey Shaggy,

Checking in to see if you are still having issues. I want to make sure you are all set, so let me know if you need further assistance.

Cheers, 
Lovely 

LovelyM
Community Specialist
Community Specialist

Hello Shaggy,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. We'd be glad to help you further so if you still need assistance, feel free to start a new thread.

Cheers, 
Lovely