Nest Home Hub errors ' Link Account' multiple times a day

[aussiebish]

My Nest Hub (Gen2 I think) whilst playing an internet radio stream has been stopping and telling me I need to link my account via the google home app on my phone. I've changed nothing in my network or Google Home.

If I leave it a few minutes, it inevitably recovers. If I reboot the hub, it recovers. It's happened probably 4 or 5 times in the past week.

(Update), occurs at 6am each day.

Firmware on the Hub is 20.20240530.3.236

(Also posted on Reddit)

[cifuentesj]

Hi @aussiebish,

Thanks for reaching out and providing detailed information. I understand that you are encountering some issues when you are playing an online radio stream and you receive a message that you need to use the Google Home app to link your account. I'm here to help you find a solution together.

To assist you with the best solution, I would like to get a bit more information:

• Is your Google Nest Hub powered on?
• Is your Google Nest Hub set up on your Wi-Fi network?
• Are you using the same Google Account on your mobile device and in the Google Home app? 
• Is the radio station that you are playing linked to your Google Home app?
• Does this happen with all of the radio stations or just the radio station that you are referring to?
• What is the brand name of the radio that you are playing?
• Do you have premium on this radio, or is it free?
• Are you using an app for this radio?
• Does the Google Assistant react to you when you use it to play radio?

In the meantime, you can do the following:

• Check if the radio station that you are referring to is using the same email address. 
• Check if the Google Home app is completely up-to-date.
• Check if the radio app is completely up to date, if applicable.

For further information, see this article:

• You can check if the radio that you are playing is linked to your Google Home app: Link your radio services

Please keep me posted. 

Warm regards,

Jeremy.

[aussiebish]

Thanks for looking into this Jeremy.

The first thing I'd say, is the issue is not related to the radio station, or playing the radio. It happens even if the radio is not playing, and the entire device becomes inoperable.  It requires either a reboot or waiting 5 minutes for it to come back 

The device is powered on she's connected to my network which also has no issues. Yes, it's the same Google account as my phone.

It happened again this morning, right at 6am. Please help!

[cifuentesj]

Hi @aussiebish,

Thank you for your prompt response, and I appreciate the troubleshooting steps you've already taken.

To assist you further, would you kindly forward me a video demonstrating this error?

Please keep me posted.

Sincerely, 

Jeremy.

[aussiebish]

Yep, same thing everyday, same time. 

Video of failure 

[cifuentesj]

Hi @aussiebish, 

Thank you for your prompt responses and for taking the time to capture the video and send it to me. Please try the following troubleshooting steps:

• Unplug the power cord from your Google Nest Hub.
• Leave it unplugged for 1 minute, then plug it back in.
• Reboot the wifi router.
• Check if that works, if the issue persists, continue with the next steps.
• Uninstall the Google Home app. 
• Install the Google Home app.
• Log in with your Google Home Account.
• If the issue persists, do a factory reset.
• Set up your Google Nest Hub.

Additionally, if you want to know how to execute the factory data reset, you may check out this article: Factory reset Google Nest or Home speakers or displays.

Let me know how it goes. 

Warm regards,

Jeremy.

[aussiebish]

Well I went full nuclear, 

Factory reset (+&- volume buttons). Re-added to Google home (which I reinstalled on my phone). Had to redo sleep calibration and screen settings etc. Did the exact same thing at 6am this morning. 

Ongoing problem. 😩

[cifuentesj]

Hi @aussiebish,

I'm sorry to hear about the situation you're still experiencing, and I really appreciate it for following the steps in the previous post. To assist you better, you can get a hold of our support team by filling out this form, and they can take a deeper look at your specific situation.

Please make sure you leave your community thread and community username. 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.

[aussiebish]

Just updating the ticket here for broader awareness of the issue.  It's continuing to occur, and not just at 6am.  Yesterday I noticed it at midnight, and also around 2pm.  There was a suggestion that I should create a new gmail account and use that, as I use a 'workspace' account, but I'm hesitant to do that, as my whole google existence has been with this other account - and this is a new problem. 

[Cyrus2]

Following this as I have the exact same

problem. Has been going on for months and it happens on all of our google hubs and hub max’s (we have a few throughout our house). For the techs monitoring this thread, if you get these resolved offline with a deeper look it would be great if you share those findings back here and not rely on the customer to do that so all of us can benefit. Thanks. 

[aussiebish]

This also affects our Lenovo smart clocks (2x). We can no longer use them as alarms as Google has made this whole ecosystem too unreliable. 😞

[aussiebish]

Just a quick update. The latest response from Google/Nest Support is that this must be something wrong with my internet. They have made the following recommendations:

• Change the DNS server to “8.8.8.8” and "8.8.4.4.”.
• If iPV6 is on, turn it off in the meantime.
• Reboot your router.
• Factory reset your Google Nest Hub and then set it up.

I have just changed these settings this morning, so I guess I'll see if it makes any difference over the next few days. I'm extremely doubtful.

The issue happens at other times throughouth the day, but it does seem to be 'on the top of the hour', eg. 2pm, 10pm etc. And definitely happens multiple times a day/night.

Sharing my setup in case there's any similarities to anyone else:

• ISP on Fast internet (100up, 40 down)
• Router: Ubiquiti Unifi Cloud router with Ubiquiti Wifi6 AP's
• DNS: 9.9.9.9 (Quad9). (now changed to google DNS above)

[aussiebish]

Yeah nah... None of this helped. Beyond a joke now... All these devices deserve to be in the bin.