Unable to enable device Pairing

[CDJCDJ1977]

I am getting the same error from the NHM device, the Google Home app on my iPhone 12 max and Android Note 10+. All three devices are giving me the same error message, and the NHM is brand new. This is either an OS issue or the NHM is having HW issues.

Also, I can only bluetooth pair the Apple phone. It will not show up on the Note 10+  - - or any android device in the house. 

I have also factory reset the NHM five times.....

Any recco's here that take this into account? 

[Muddi]

Hello CDJCDJ1977,

Thanks for sharing details about the issue here. I know how challenging it is when you're having issues connecting your phones via Bluetooth to your Google Nest Hub Max. Let's dig deeper into this.

• When did the issues start?
• Are you able to connect your phones to other Bluetooth speakers?
• Do you have a dual-band router?
• What is the current firmware version of your Nest Hub Max?

Please clear all paired Bluetooth devices with the voice command: “Hey Google, clear all Bluetooth devices.” Make sure to clear paired devices on your phones as well. Once done, try to connect to your Nest Hub Max via Bluetooth.

Keep us posted.

Cheers,

Muddi

[CDJCDJ1977]

Hello Muddi - 

This has been an issue since April, when the unit arrived. I can connect my iPhone to the unit, via bluetooth, but it will connect to my Note 10+, which is odd, as they are both Android OS. When I attempt to launch the Bluetooth connection option, it tells me 'an error has occurred' , both on the unit and on the Google Home App. I have cleared all device Bluetooth connections repeatedly and nothing changes. 

I am using the Google Mesh in my home - which makes this even more maddening. 

Firmware version on NHM is 10.20221207.2.120

My larger concern is both the unit and the app give me an error when trying to start connectivity. I had reset the NHM six times, going back to Factory Settings. 
Other options here? It should not be this hard and I think there is a HW or SW issue that needs to be addressed

Thnk you

[Muddi]

Hi there,

We appreciate your efforts. 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.

Cheers,

Muddi

[CDJCDJ1977]

Ok, but it seems like this is not asking for any specific details. I would like to know why this is happening? Is it a known issue? HW issue? OS issue? Seems really odd that it wont allow other Android devices to connect to it

[Muddi]

Hey CDJCDJ1977,

I can confirm that this is an isolated issue, which is why we wanted to check it further by forwarding the case to our Senior Support team. Also, we might need to ask additional questions that can't be shared in public, so it is best if you could fill out the form.

Cheers,

Muddi

[Princesss]

Hi there,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Muddi]

Hey CDJCDJ1977,

We're glad to know that updating your device firmware version has fixed the issue. It looks like we can consider this one complete, so I will lock the thread after 24 hours unless I can help out with anything else. 

Cheers,

Muddi