Nest Hub Max. Factory reset fails

[dpawson]

1. Initial problem,  Lost 'live feed' of video, yet 'history' showed OK.I.e. camera operative.

2. Removed hub from phone app. Soft reset on hub using vol control. 

3. Set up hub....

4. Got as far as 'connected' to wifi then reports:

"Nest hub max connected to another account or home"
I've tried:
Factory reset. 
Removed / re-installed Home app. (Some devices still appear to be remembered !!)

On occasion(!) fails to find hub (bluetooth?) - loops asking what I want to connect!
Renaming hub.

None of the above worked. 

Suggestions please. 

[MplsCustomer]

@dpawson 

Deleting and reinstalling the Google Home app does NOT change or remove any of your Google Nest devices, or any settings in the Google Home app.

I'm not following exactly what else you've attempted with your Nest Hub Max; I don't know how you could rename your hub if you weren't connected to it. You could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[dpawson]

"

Deleting and reinstalling the Google Home app does NOT change or remove any of your Google Nest devices, or any settings in the Google Home app." Then what does?

[MplsCustomer]

@dpawson 

I was merely pointing out that deleting and reinstalling the Google Home app does NOT remove any settings. However, it can sometimes clear up odd issues with the Google Home app.

If you are asking what will remove your Google Nest devices, accessing each device in the Google Home app and selecting "Remove device" will remove them. You can also remove your Google Nest "home/structure".

I don't think any of that will help with the failure of your Nest Hub Max to factory reset; that's why I suggested contacting Support.

[dpawson · Accepted solution]

Solved (by default?)
Removed the device from phone (home app) and the app from my wifes phone.
Factory reset - again.
Add new device ... this time no '"Nest hub max connected to another account or home" message?
(V.poor / unclear (to me)) message. 
*Possible* issue - I've installed a new router. 
   Anyway, all working (didn't even have to reboot my phone!)