Set up not working

[auslece]

I was excited to install my Google Nest Max today but what a disaster! i have been trying to set up the live camera for hours and it won’t work. At first, it just kept on saying “connecting to assisting nest device” but it would time out. It’s have googled and tried all the suggestions to fix it including resetting devices and the wifi. The latest is after rebooting the Nest and adding it back into Google Home, the QR code or passcode doesn’t appear to even get to the step I had trouble with last time. It’s too much an expensive display for this to happen! Anyone know a solution or do need to return it? 

[MplsCustomer]

@auslece 

Many, many customers have encountered the "connecting to assisting Nest device" error when installing Nest cameras, doorbells, or other devices. It seems that the install process attempts to communicate with an already-configured Nest device to obtain the SSID and password for your network--apparently to "save you time". However, something goes wrong and the customer gets a "connecting to assisting device" error or a failure to connect error.

I don't know what the right solution is. Google Nest Support says they're researching it. We've added a Nest Hub Max, a Nest Hub, a Nest Hello Doorbell, and a Google Nest Camera (Battery) in the last 4 months and have not encountered it. When installing the Nest Hub Max, it got stuck on a general "connecting" error and moving another Nest Hub close to it resolved it.

Here's a post on the issue occurring on a Nest Hub Max:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-max/m-p/26326

You can try checking this short thread:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Cam-Battery-will-not-connect-to-ne...

Here's a VERY long thread on "assisting device" errors.  Some of the workarounds are difficult (like removing and adding back all Nest devices) and it seems some solutions work for some but not others.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/quot-Can-t-connect-to-assisting-device-...

[auslece]

Thanks for this. Unfortunately, I have tried all those things and nothing has worked. What a mess! The Max is expensive and I would expect a lot better from Google. 

[MplsCustomer]

Were you using the "Set up Nest Cam" option on the Nest Hub Max that is described here?  That's what we used.

https://support.google.com/googlenest/answer/9449420?hl=en&co=GENIE.Platform%3DAndroid

[auslece]

Yes

[MplsCustomer]

Google Nest should either provide a software fix for this all-to-common "assisting device" problem or provide specific workable instructions on the Google Nest Help website for how to address it. Right now, customers are just passing on things that worked for them, with mixed results and hours of pain.

[auslece]

Thank you. I will try Google on Monday otherwise may just return. Hopefully there is a fix soon for everybody! 

[Jake]

Hey auslece,

I am sorry to hear about the trouble you have run into with setting up the device. This is never ideal, and I would be happy to look into the issue further for you. Please let me know if you are still in need of any help.

Best regards,

Jake

[auslece · Accepted solution]

For those wondering what the fix to this issue is… I deleted the Max hub altogether, set up a new home and added it (after rebooting it), and then set up the camera. Then I just transferred all the other devices (relatively easy to do) to the new home and deleted the old home. Annoying but it works. 

[Jake]

Hey all,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake