Nest Hub "There was a problem setting up Nest Hub"

[techyporcupine]

The device says "Connected" and I do some setup steps on my phone, and then it gets to a setting up screen, then it says "There was a problem setting up Nest Hub".

I have tried resetting the device multiple times, along with setting it up with different devices, no luck. 

I was able to set up a Nest Mini 2nd Gen perfectly fine though.

[HarshaGogineni]

Same issue for me and also for many users all this because of an update 10 days back...the issue is it is connecting to mobile hotspot but not connecting to any wifi... Google pls solve this asap even my replacement devices also same issue remaining devices are working good

[Dan_A]

Hi folks,

@techyporcupine, @HarshaGogineni, this is not the experience we want you to have; let us help you. A few questions: which Nest speakers are we working with? Is it a Nest Hub or Nest Hub (2nd Gen)? Were there any recent changes made? When you did the reset, was it the same steps as what you see in this link?

It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router, followed by your Nest speakers.
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

Since your Nest Hub devices are connecting via hotspot, have you tried reaching out to your ISP to see if changes happened? We need to isolate this further by checking your router settings.

For more information about your concern, open this link: My speaker or display is not connecting to Wi-Fi.
 

Keep us posted.

Best,

Dan

[techyporcupine]

The device is a Nest Hub, not any recent changes other than a factory reset. I have reset multiple times over multiple days in attempt to get it to finish setting up, the steps are the same as in the link provided.

All 3 steps listed have been tried.

My device is not connected via a hotspot, it connects normally to the WiFi. I also do not believe it is a router issue due to the fact that I was able to set up a Nest Mini perfectly fine.

[Dan_A]

Hey techyporcupine,

I hear you! To further isolate and eliminate network issues, please try setting up your device using a mobile hotspot. Please note that you will need two mobile devices for this setup (one to serve as a router and the other to be used to set up your Google Home or Nest devices). Once done, check if your device will have the same behavior.

Let me know how it goes.

Regards,

Dan

[techyporcupine]

How much data will a Nest Hub use when being set up? I do not have unlimited data.

[techyporcupine]

@Dan_A I was able to set it up using a hotspot. I then tried connecting it to my network afterwards and it still failed.

[HarshaGogineni]

Yeah same issue for everyone Google is not taking this seriously everyone pls make a mail to Google everyday until this get solved 

[Dan_A]

Hello everyone,

Apologies for the delay! It would seem that setting it up on another phone’s hotspot worked, which may give us answers as to why it’s not connecting to your Wi-Fi network. 

What’s your Internet Service Provider? What’s the name of your modem/router? Does your modem/router have a band steering connection in which both 2.4 GHz and 5 GHz are active?

If you have an active guest network, without the 5 GHz enabled, could you connect your Nest Hub there and tell us how it goes.

Kind regards,

Dan

[techyporcupine]

ISP: Shentel

Router: Custom

Access Point: Ubiquiti U6 Lite

Band Steering is active, I did not have a 2.4ghz only network, but I created one and tested the device and I got the same problem. I would like to note that the device is connecting to the network, I can tell because the display says "Connected". The issue is, after doing the final setup steps I get a message in the app saying "Configuring your Nest Hub. Hang tight, it shouldn't be more than a few moments" then after waiting, it says "There was a problem setting up Nest Hub"

[Nevin1]

I have the same issue with my hub nest gen2. Connects to wifi no problem but after finishing set up. It says there is a problem setting up nest hub. I tried three different devices all the same results 

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions and I'd be glad to assist you further.
 

Best,

Princess

[techyporcupine]

Sorry about that, I just responded

[Kimy]

Hi there,

Thanks for the update. Kindly check the below settings on your router:

• Enable: Universal Plug and Play (UPnP), multicast, and Internet Group Management Protocol (IGMP).
• Disable: AP / client isolation, virtual private networks (VPNs), proxy servers, IGMP Proxy. VPNs and proxy servers should be disabled on your computer as well (if applicable).
• If you're having trouble connecting to a 5GHz connection on a router that is running DD-WRT firmware, please change the wireless mode setting to "mixed" and then try setting your Google Nest Hub.
• MAC address filtering: If your router has MAC address filtering enabled, you'll need to add the MAC address of your Google Nest Hub device to the list of filtered devices. You can find the MAC address by tapping on the three dots located on the top right of the Google Home app during setup.
• Security: Google Home supports WEP, WPA, and WPA2 wireless security protocols. These protocols prevent uninvited guests from connecting to your wireless network, and encrypt your private data as it is being transmitted over the airwaves.
• If your router supports Band Steering, also referred to as Smart Steering, try disabling this during setup.

Factory reset your Google Nest Hub once more, and then do the set up. Keep us posted!

Warmly,
Kimy

[Kimy]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.

Regards,
Kimy

[techyporcupine]

My system is set up like those settings show. Is there any reason why only my Nest Hub is unable to be set up, but I was able to set up a Nest Mini fine?

[Muddi]

Hey techyporcupine,

To confirm, have you tried setting up your Nest Hub on a different network? Also, could you tell us the make and model of your router?

Cheers,

Muddi

[Asten]

I am having the same exact issue, it just happened to my Nest Hub Gen 1 and now is happening to my Nest Hub Gen 2. I contacted support, they said they would call me back the next day after it was elevated, and nothing happened (no call no email response)  It's unacceptable that twice now I have lost devices to updates with no available remedy.  Case number: 2-3483000034377

[Juni]

Hi Asten,
 

Thanks for reaching out. We will check the case for you and get back to you once we have news to share.

Thanks,

Juni

[Muddi]

Hey Asten,

We apologize for any delay in our team member's response. Please keep an eye on your inbox, as our team member will be reaching out to you shortly for further details.

Cheers,

Muddi

[Asten]

As an update for the public Google has still not fixed this or made contact outside of @Juni it's now been 4 days since they said the would get back in touch with me.

[LaurentLxf]

I have exactly the same problem, did you get some news from Google?

[techyporcupine]

Nobody has gotten back to me either.

[Asten]

No, it's been over three weeks now. Google communicated with me saying they were going to have someone get in touch, but that hasn't happened yet. 

[LaurentLxf]

I have an answer from Google.

In short: Too bad for you!

Full:

Thanks for reaching out to the Google Customer Care Team.

First of all, we would like to thank you for purchasing our product. It means a lot to us!

We appreciate your patience. I just received an update from our escalation team. Looks like the device is faulty already. We usually process a replacement for this issue if the device is still in warranty. Unfortunately[..], we will not be able to process a replacement

>> My warranty is expired, so "Idgaf mode"

So sad, I will be careful next time i buy something like that 

[techyporcupine]

I doubt it's truly a device issue if I was capable of making mine work over my data.

[Muddi]

Hello everyone,

Sorry for the delays. To help us get a better picture of what's happening, do you mind sharing a video?

@Asten: Your case is being handled by our senior specialists. Please stand by, as you will receive another email from one of our team members.

Cheers,

Muddi

[LaurentLxf]

Same.

It's a software issue. But it can take much time to argue with them.

[LandonC]

I have 2 Nest Hubs (2nd Gen) both which were working normally on a previous network. After moving to a new address but still using the same basic router and internet connection, I set up my entire Google Home network devices without issues, but not 2 days into using them, one of my Nest Hubs kicked out and appeared to need to be restarted. After much, restarting/factory refreshing, and even attempting to boot in "recovery mode" (unplugging and plugging back in, every 10 seconds after seeing the "G" icon on the screen - repeated 11 times which did not work) I am at a complete loss. 

The device is connecting to my network as I can see it in my wifi device list, and the profile appears to be in my google home app, however, the app runs into the same error each time I attempt a factory reset/reinstall, where afterwards, my partially connected hub ends up on the white screen with the rotating RYGB dots. With subsequent restarts it will partially work with adding it to a speaker group but the display remains white at all times, no functions appear to work save for audio will play but not responding to any voice commands. 

Clearly its connected but something is obviously off with the software. My other Gen 2 Hub has had no such issues and is in fact the older device. 

I have submitted several help reports from my phone and have had no response from Google as of yet, so if anyone from Google support who reads this now, please help!

[techyporcupine]

This sounds almost exactly like the issues mine was exhibiting. I will attempt to update it and try again shortly to see if any updates got pushed or something else changed that makes it work now.

[Juni]

Hey folks,

LandonC, thanks for posting and for being a step ahead of us. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Techyporcupine, got it. Let us know the result by updating this thread.

Regards,

Juni

[techyporcupine]

I have not replied to the form, but recently I redid a noticeable amount of my network, and it now functions perfectly! I don't know what of the following it was, but one of these things fixed it:
* Updating AP firmware

* Installing OPNsense on router

* Using AdGuard DNS instead of Pi-Hole

* Separating Google Home devices by putting them on a different VLAN only with Internet Access and an mDNS reflector.

[Juni]

Hi techyporcupine,

Thanks for keeping us in the loop. I’m glad it’s working now. If you need anything you know where to find us.

Cheers,

Juni

[Nevin1]

I had the exact same problem.It turned out that the WiFi was nearly out of contact.I renewed my WiFi contact and reset the hub.It all working fine again.

[LaurentLxf]

Nevin1, i think it was not exactly the same problem, because we tried with other wifi and after a factory reset many time.

As LandonC, i have two devices. Our issue is a bit more annoying. Even on a friend house, the speaker doesn't stay synced and we lose functionalities 

[Juni]

Hey everyone,

Nevin1, glad that worked for you. If you need further help you know where to find us.

LandonC, thanks for the details you’ve shared. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Regards,

Juni

[Juni]

Hey LandonC,

Hello again, we haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Thanks,

Juni

[Asten]

Still have never heard from Google... 

[Muddi]

Hey Asten,

Sorry to hear that. Upon checking, your case has been forwarded to our higher tier of support. Could you share a 45-second video of your device showing the issue so we can get a better picture of what's happening to your Nest display?

Keep us posted.

Cheers,

Muddi