Nest hub has ghost devices that aren't visible in the app.

[kiwijunglist]

Hi

I've always had trouble with the google home hub, often a command won't work then I will say the exact same command again and it will work the second time (even though it correctly understood my voice the first time and the command is identical).

Anyways.

My latest issue is the google home display/hub has multiple ghost devices that are visible on the hub but are not visible in the app.  On the hub display they are listed under "Home Control -> Speakers and TVs -> Unlinked devices", but in the home app they are not visible in devices.

I have tried the following fixes.

Factory reset the hub.

Delete the home on my phone and create a new home.

Delete the cache/app data from the home app on my phone and then restart the home.

"ok google sync my devices command"

The unlinked ghost devices are a chromecast and a nvidia shield pro.

I think the google display gets confused with the voice commands and intermittently tries to use the unlinked ghost devices instead of my actual working devices.  I don't have the same issues on my phone when using voice commands.

[Princesss]

Hi kiwijunglist,

Glad you reached out.

I appreciate all the details and steps you've tried and it looks like you've exhausted the steps. Since reset has been done, you may try this workaround:

1. Open your phone's Settings app.
2. Tap Apps & notifications.
3. Tap the Google (G) app. If you don't see it, first tap See all apps or App info.
4. Tap Storage & cache Clear cache.
5. Turn ON personal results

If these steps won't work, I would recommend sending a feedback by following the steps here: https://goo.gle/3KrjtXF

Keep me posted.

Best,

Princess

[kiwijunglist]

Hi

This did not work I will send feedback tonight.

Also if you read my post you will also see that I have already done this step.

Thanks

[Juni]

Hello there,

Understood. Check out the links below and see if your unwanted apps and devices are still linked. If so, you can remove it from there.

• Third-party apps & services
• Manage all devices

I hope this helps.

Regards,

Juni

[kiwijunglist]

Hi Juni

Thanks for your reply.

re: manage all devices

There were 2 sessions in unknown devices that correspond to the 2 ghost devices.
I clicked "sign out" and now they are signed out.
However, I still have the two ghost devices on the google home hub, I tried  "hey google, synch my devices" on the hub and also power cycled the hub, but the two unlinked ghost devices are still there.

re: Third party apps and services

The ghost devices are not part of any of the apps or linked services. 

The only linked services are: Goldair / Spotify / TVNZ OnDemand.

[kiwijunglist]

it does not fix the problem

I have sent feedback from the google home hub using the "hey google send feedback ... " command

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[kiwijunglist]

The problem is not fixed.

I have seen and replied to both responses above.

[Alex_S]

Hello kiwijunglist,

Apologies for the late revert. Kindly provide the cast firmware version and the software/Fuchsia version of your Google Nest Hub. Swipe up from the bottom of the display > Settings > Device information.

Regards,
Alex

[kiwijunglist]

Fuchsia version: 11.20230306.3.135

Software version: 52.94.21.547883872

Chromecast firmware version: 1.69.362882

[Muddi]

Hey kiwijunglist,

Thanks — we got your form and have sent it over to our team for review. We have also made a note not to contact you during the specified dates you provided. Please check your inbox from time to time as someone will be reaching out to you. 
 

Cheers,

Muddi

[Princesss]

Hey there,

Chiming in-- have you already tried the steps posted above?

Best,

Princess

[kiwijunglist]

Yes i have.

[kiwijunglist]

Ghost Devices (SHIELD AND TV) ; only visible on nest and in your devices webpage list.  Not visible in app.

[kiwijunglist]

All Devices:

[Muddi]

Hello kiwijunglist,

We appreciate your efforts. Since all troubleshooting steps have been exhausted, the next best thing to do is escalate this with our higher tier of support. Please fill out this form with all the needed information, and then let me know once you're done.

Cheers,

Muddi

[kiwijunglist]

Hi Muddi.

I have filled out the form.  I have requested not to be contacted between now(28 Sept)  and the 5th Sept because I am away overseas on holiday  (So can't troubleshoot and additionally i get charged for receiving phone calls while overseas).

Thanks

Mike

[kiwijunglist]

I received this advice from support via email, but it did not solve the issue, and i still have unlinked ghost devices.

Hello Mike,
Thanks for reaching out to the Google Nest Customer Care Team.

This is Alfie, one of the Senior Specialists from the Google Home Support Team. My apologies, I was not able to get back to you right away and that you have an issue with ghost devices in your Google Nest Hub.

These unlinked devices are devices that have the same Gmail account and were prematurely removed without removing the account. Let's try the following:

Go to myaccount.google.com Select Security tab
Scroll down and look for the ghost devices then sign out the account. 
For your reference your case number is XXXXXXXXXXX. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,
Alfie

[Juni]

Hi kiwijunglist,

Thanks for reaching out. I’m sorry to know that you are still experiencing it. It appears that our support team has already contacted you via email. Please continue the conversation there. If you need help with other concerns, create a new thread, and the community will help you.

Regards,

Juni