Link Account message

[Sandrad922]

This is apparently an issue that's been randomly appearing on many Hub devices for many months.  Both of my Hubs have been rebooted and factory reset but display "Link Accout "   the Home app has no such option and after trying to connect the Hub it no longer finds the Hub.   Nothing has changed with my home wifi, not provider or equipment or password.   It just disconnected over night.  Please help!

[Alex_S]

Hello Sandrad922,
 

That certainly hasn't been easy for you. Let’s further look into it. Right now, is it still on the “Link account” screen? If not, how frequently do you see this message in a day (or week)? Is it responding to your “Hey/OK Google” commands? Do you have other Google Home devices connected to the same WiFi as your Google Nest Hub? Are they working fine?

Check the inbox if there’s any history of your Google Nest Hub being removed from your account. Open the Google Home app > Favorites > Tap the bell icon at the top right. 

Regards,
Alex

[Sandrad922]

I have unplugged it several times and when it reboots it says the same thing.  It will not respond to me.   I removed it because it would not connect and have tried to reconnect several times.

 I have a new Hub Max that seems to be working ok.  I also have a mini that works fine.   I also have 3 Amazon products and over a dozen Hue lights ......all connected and work fine.

[Sandrad922]

I did a factory reset this afternoon.   It now says it is connected to wifi, but I can't find it in the app.  If I try to add it as a new device it asks what I'm trying to add.  I click Display and it goes to a screen searching for the device.  Then it switches back to the screen in the app asking me what I'm trying to set up.  If I click Display I end up in a loop over and over again.

[Alex_S]

Hello there,
 

Thanks for the information you’ve provided. In the Google Home app > Devices > Scroll down to Other cast/Local devices. Do you see your Google Nest Hub Max there? If yes, tap on it > Add to a room. Follow the instructions in adding it to a room.

Best,
Alex

[Sandrad922]

When I click Devices, it lists rooms.  There is no "Other" category.

[Alex_S]

Hi Sandrad922,
 

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

Warmly,
Alex

[Sandrad922]

I have completed one of these forms before.   Interestingly, I did a reset again and attempted to connect it using my phone.   It finally showed that it was connected to my wifi, but wasn't appearing in the app.  I decided to try connecting using the app on my Samsung tablet and it worked!!!   When I went back to the app on my phone it now appears there.  I have no idea why that worked, and wouldn't work before as I had tried the app on the phone and tablet before.  So, it now seems to be connected - until it does it again.

[Alex_S]

Hi there,

I’m glad to hear that this has been sorted out! Monitor its behavior and let me know in case anything happens again. 

Kind regards,
Alex

[Sandrad922]

So am I.  I will.

[Alex_S]

Hey Sandrad922,

I just wanted to follow up and see if everything is still good on your Google Nest Hub?

Thanks,
Alex

[Sandrad922]

Well, it seems to be doing ok once I got it to connect to the wifi and the app.   Not sure why!!!  Thank you.

[Alex_S]

Hey there,

Awesome! It’s a pleasure to assist you. Should you have other questions or concerns about Google Home, you know where to find us. We’d be happy to help.

Cheers,
Alex