Trouble Connecting Nest Hub

[BobBrown]

I purchased a new Nest Hub and I am finding it impossible to connect to my Google Nest Pro WiFi network. I first repeatedly got an error message indicating “failure to connect”.  I then moved the hub closer to the primary web point, when I plugged the unit in, it updated the software twice and then indicated that I needed to “Link account” in Google Home.  When I open Google Home, my account appears to be linked, but the error message will not go away and I still can’t connect it to my WiFi network, which by the way is Google Nest Pro.  This is a very frustrating experience and I am on the verge of returning the product to the store.  Any suggestions would be helpful.

[Rusell]

Hi Bobbrown,

Thank you for your response. I'm sorry to hear that you're unable to set up your Nest Hub for the error message “failure to connect”. I'm happy to help you!

At the moment, i need to ask a few questions to give the correct troubleshooting below:

• Are there other Google Nest displays set up and working in the home?
• Are you unable to find your Wi-Fi network when setting up your device?
• Where are you located? (Business network, School network or Shared apartment network)
• What troubleshooting have you done so far? 
• Where's the device placed? 
  
  • Examples: By itself, up against the wall, next to a TV or audio speaker, next to a microwave, etc.
• What's the Google Nest or Home device's firmware version?
  
  • Take a look at this article: Google speaker and display firmware versions and release notes - Google Nest Help

keep me posted.

Best regards,

Rusell. 

[BobBrown]

Hello Russell:

Thank you for your response.  There are no other Google Nest displays in my home, and this is a house (not a business, school or a shared apartment network).  I am able to find my network (which is a Google Nest Pro Web wifi network).  I have followed all of the suggestions mentioned on this forum, with no success.  When I have attempted to connect, I have placed the device on my office desk, near the primary Google Nest Pro Web node and away from TVs and audio speakers.

If you need any additional information or have other suggestions, please let me know.

Bob

[BobBrown]

This afternoon, I noticed that the Google Home app needed to be updated on my iPhone.  So I completed the update and attempted to connect the Nest Hub again:

• My iPhone was able to identify the Hub and scan the QR code for setup.
• The app allowed me to chose my wifi network, name the location for the hub and then connect.
• The Home Hub indicating that it was connecting and then I still get the error message "Unable to connect to my WiFi network".
• I checked the Google Home app and I found a notification that "an unknown server is trying to connect to the network".
• When I restart the Hub, I get an error message indicating "Link the device to a Google Account" and I have to factory reset the device to get that error message to go away.

This all very frustrating and I have no clue as to what is going or why.

[Rusell]

Hi Bobbrown,

Thank you for your response. We appreciated all the information shared and we apologize for the inconvenience caused.

This means that we can move forwards therefore i'd like to share to these steps below:

•  Turn off the Bluetooth, WI-FI and mobile data then turn back Bluetooth and WI - F on
• Delete the Google home app then install it back
• Restart your Nest Hub
  • Take a look at this article: Reboot Google Nest or Home speaker or display - Android - Google Nest Help
• Restart your WI - FI router then add the Nest Hub back 

Keep me posted.

Best regards,

Rusell.