Nest Hub Max - Shows offline in Google Home but isn't

[madastoast]

As the subject indicates, the hub max shows offline in the Google Home app, and won't connect the camera to Google Nest, however it happily responds to commands, plays music, streams, everything except showing offline and the Nest camera part.

I have followed several guides on here stating remove it and factory reset then set up as a new device, some seem to indicate there is a method of checking a box to say set up as a new device, but I cannot see that option other than the + symbol then following the set up.

Nothing yet I've tried appears to work, the only other suggestion seems to be remove everything from the home app and set everything up again, this seems rather drastic and a last resort so figured I'd post here first before resorting to starting fresh.

Thanks in advance

[Juni]

Hi madastoast,

Thanks for reaching out and for being a step ahead  of us. I know how it feels when something isn’t working as it should. A few questions: what phone are you using (Android or iOS)? When did it begin? Were there any recent changes made? Also, is the Google Home app updated? Try to uninstall and reinstall the Google Home app and observe if it makes a difference. See the steps below: 
 

Fo Android: 

To uninstall from the Google Play Store:

1. Open the Google Play Store app .
2. Tap the Menu My apps & games Installed.
3. Tap on the Google Home app.
4. Tap Uninstall OK. 

To uninstall from the Settings app:

1. Open the device's Settings app .
2. Tap Apps or Applications.
3. Tap the Google Home app. If it doesn't appear, first tap See all apps or App info or Application manager.
4. Tap Uninstall.

To reinstall:

1. Open the Google Play Store app .
2. Search or browse for the Google Home app. 
3. Tap Install.
    

For iOS:
 

To uninstall:

1. Lightly touch and hold the Google Home app until it jiggles.
2. At the top left, tap .
3. Tap Delete.
4. Then on an iPhone X or later, tap Done.
   • Or on an iPhone 8 or earlier, press the Home button.

To reinstall:

1. Open the App Store.
2. Search for the Google Home app.
3. Tap the Google Home app to view its product page.
4. Tap Get or the Cloud icon if the customer has downloaded the app before.

Regards,

Juni

[madastoast]

This is on Android, I can try on an IOS device if you think it'll make any difference (I do have access to one).

tried that and still no joy, I tried setting the Nest Hub Max up on a different phone and it gets to exactly the same point and fails "error contacting google" there are no issues with any other google device on this wifi network so I'm fairly confident in the network.

[Muddi]

Hey madastoast,

Thanks for trying those steps. Let's try setting up your Nest Hub Max to a new home structure. Please follow the steps below to know-how:

1. Remove the Nest Hub Max from its current home structure.
2. Factory reset the Nest Hub Max.
3. Create a new home structure.
4. Set up the Nest Hub Max and its built-in camera on the new home structure.

Keep us posted.

Cheers,

Muddi

[madastoast]

Hi, followed these steps still no difference (except I have a new home with just an Offline Hub Max)

Each time I launch "home" it does show online for  < a second, then shows offline

[Muddi]

Hello madastoast,

We appreciate your efforts. Could you tell us the make and model of your router? If you have a dual-band router, is there a way that you can set up your network with a different SSID and password?

Cheers,

Muddi

[madastoast]

Bizarre now after two days of it stating offline it suddenly seems to be online.

I tried enabling the nest aware camera function and it indicated I should add the doorbell etc before I enable the camera function, however this brings me onto the next issue:

My doorbell is Nest Hello (Gen 1) and I can no longer see a method of linking the nest account to import the devices, I've looked in both google home and the nest app, it just doesn't appear to be there.

Other posts indicate that just using the same email address will link it to google home, but how does that work with two "homes" set up to move things over?

Thanks

[Muddi]

Hi madastoast,

Perfect! I'm happy to hear that your Nest Hub Max is now working on the Google Home app. To confirm, is your Nest doorbell (Gen 1) linked to a Nest account? If yes, you have to migrate your Nest account to a Google account to be able to sync all your devices from the native app. To learn more about migrating Nest accounts, please visit the FAQs about accounts for the Nest app in our help center.

Hope this helps.

Cheers,

Muddi

[madastoast]

Thanks for the reply, I've already done the migrate to a Google account. The nest hello (gen 1) doorbell already shows on the original home however it doesn't appear in the new home (with the working hub max) how do I move it to the newly created home in the Google home app?

[Muddi]

Hey there,

Got it! To confirm, do you have a Nest Aware subscription linked to the original home structure?

Cheers,

Muddi

[madastoast]

Hi

Yes I do have nest aware subscription

Thanks

[Muddi]

Hello madastoast,

To help you transfer your Nest doorbell (1st gen) to your new home with the Nest Aware subscription, please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[madastoast]

Thanks @Muddi I have done the form now.

[Muddi]

Hi there,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.
 

Cheers,

Muddi

[madastoast]

Thanks for the help both, I have a new home created, moved my subscription to the new home, however when I try to activate the Hub Max nest camera - it throws exactly the same error, unable to contact google and errors, interestingly at least now it doesn't show offline - it continues to be online but the camera will not set up.

[Alex_S]

Hi there,
 

We appreciate your efforts. I’ve shared this information with the team and asked for a follow-up regarding your case. I will update you as soon as I have any news to share.

Sincerely,
Alex

[Alex_S]

Hello madastoast,
 

I see that you’ve already been assisted by our support team via email. I suggest that you reply to the email so the team can further assist you and provide a resolution. Let me know if I can help you with anything else.

Best,
Alex

[madastoast]

Tried that and they just give me a 1-800 phone number to call...... I asked for a toll free UK number they didn't reply /sigh

So yes I can speak to someone if I'm prepared to phone internationally, do you have a UK toll free support  number?

[Muddi]

Hi madastoast,

Sorry to hear that. Please fill out this form again so we can forward it to the right team. Let us know once done.

Cheers,

Muddi

[madastoast]

done 🙂

[Alex_S]

Hey there,
 

We got your form—thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there so the team can further assist you. If you have other questions or concerns aside from this, let me know. 

Warmly,
Alex