Trouble Connectibg Nest Hub Max

[BillyBobD]

I have inherited a Google Nest Hub Max which I am trying to connect to my Google Home system. Unfortunately everytime I get to the final part of connecting it, I am notified that it is registered to another 'home' and to contact tge iwner to deregister it. Unfortunately the previous owner is deceased and her account is no longer valid!

What can I do? 

[MplsCustomer]

@BillyBobD 

Have you factory reset the Nest Hub Max to clear its settings?

https://support.google.com/googlenest/answer/7073477

[BillyBobD]

Yes, numerous times. I've unplugged it and switched back on 10 times in succession as recommended on Youtube, used the 'factory reset' process numerous times, but when getting to the end of the connection process to my system, I continually get told that the device is registered to another home and to contact the owner, who is now deceased.

[MplsCustomer]

@BillyBobD 

When you attempted the factory reset, did the Nest Hub Max indicate that it was resetting?

I don't know what else to suggest except to 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.

[ByronP]

Hi BillyBobD,

Thank you for reaching out to the community. I apologize that your Nest Hub Max is unable to complete the factory reset and unable to connect to your account due to an error message that is still linked to another account. I understand how frustrating this can be. I appreciate the effort to troubleshoot this situation and appreciate the help, @MplsCustomer. I'm here to help.

If the Nest Hub Max is offline and assigned to a room, please do these steps to remove the device:

1. In the Google Home app, tap Favorites or Devices.
2. Tap and hold the device's tile, then the More menu, then Settings Tools and the setting menu icon [Gear], then tap Remove device and then Remove.

After you remove the Nest Hub Max from the room, please do the following steps:

1. Attempt to set up the Nest Hub Max again.
2. If the same error message appears, please do the following:

• Force close the Google Home app, but don’t tap Exit setup.
• Reopen the Google Home app and scroll down to the bottom of the Home page.
• Check if your Nest Hub Max is listed under Other Cast Devices or Local Devices.
• If found, choose the device, assign it to a room, and link it to the account.

    3. Unplug the device.

    4. Wait for at least 48 hours.

    5. Factory reset the device, then attempt to set up the device again.

Let me know how it goes and keep me posted.

Regards,

Byron