Unable to "finish setup" on Hub Max and Hub (2nd Gen)

[Powellryleyj]

In a nutshell, I can't get my recently purchased smart displays to use personal results in multi-user environment.

Summary:

• Two adults registered to Home using Google Assistant for iPhone
• Speakers and Chrome Cast devices work with personal results for both users
• Smart Display devices only recognize one user for personal results
• User is unable to "finish setup" for Smart Display through Home app
• iPhone and Smart Display are connected on the same 2.4GHz network

Screenshots on Google Drive

As seen from the screenshots, the Hub Max is connected to the same network as my iPhone, personal results through Voice Match and Face Match are enabled for the Hub Max, I can see and control the device through the Home App, but am not able to get personal on the Hub Max or Hub (2nd Gen).

As mentioned, personal results works fine on any other capable device.

(Initial State) I have setup the device with my account but was not able to setup my spouse for the reason illustrated in screenshots.

(In-between Steps Taken) I have power cycled both phones, the router, and the offending devices.

(Current State) I have factory reset the device, setup the device with my spouse's account, but am unable to setup my account for the same reason illustrated in screenshots.

I can't tell if this is a weird and obscure bug that I've found or if I'm doing something incorrectly, regardless, I feel like I've exhausted most of the immediate/obvious options available to me (except exchanging the Smart Displays).

[Gd1]

Hi,

Sounds like similar problems that I am facing on my Nest  Hub 2nd generation. I had your error too but after a few factory resets I got it to work. Only after that I can't connect to it. Google Home -> Select Hub -> It says "connecting" and quickly after "not available". So I'm in the same boat where I can't connect my girlfriends home account.

What do you see on either device when attempting to connect to it through Google Home? Can you change some settings too when pressing the cog (not all is possible without proper connection)?

Best regards,

G

[Powellryleyj]

That's slightly annoying. 

I am able to see both Hub Max and Hub (2nd Gen) through the Home app. I can control both devices through the Home app as well as issue normal voice commands. The only thing that doesn't seem to be working is personal results for myself, but personal results do work on the device as it is setup with my spouse's account.

- Ryley

[Gd1]

So you are able to add a Bluetooth speaker to the devices or change the picture frame content from the app? If so it does mean we have a different issue with the same outcome. On my girlfriends phone we fail to deliver the voice match settings towards the nest hub2.

Best regards,

G

[Powellryleyj]

I am able to fully control the device(s) from the Home app, I can connect via Bluetooth, I can use voice command to perform searches and control smart home devices, etc. 

For all intents and purposes, if it were only my spouse's device you could consider it fully setup.

The Home app tells me that it will automatically finish setup as soon as my iPhone is connected to the same network. The problem being, that I am connected to the same network, yet it still refuses to finish setup.

- Ryley

[Gd1]

Let's hope someone from Nest/Google will be able to help us soon..

[Powellryleyj]

So I have no idea what happened since I have changed nothing since posting this, but personal results are now working on both my Hub Max and Hub. 

I'm going to leave this up for visibility, but it seems to have been a really weird and obscure glitch in how the Google Assistant synchronizes across devices.

- Ryley

[Battybill]

Hi

I have exactly same issue… tried everything suggested but no resolution.

My other (9) google speakers work fine, the Hub Max is a recent addition to my ‘home’ - so frustrating.

[BEG1]

Any solution yet?

[Azarco]

Hey All,

Thanks for visiting the Community. 

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh.

We hope you were able to get the help you need but if you're still having trouble, give these steps a try: reboot your speaker and router. If the issue persists, feel free to submit another post and provide as many details as possible so that others can lend a hand. Hope this helps!

Best,
Alex