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In Nest, home disappeared with all devices gone; in Google Home all devices disappeared

Samearle
Community Member

In Nest, home disappeared with all devices gone; in Google Home all devices disappeared  . Now, I can’t even add my home back in Nest (it sees the google home structure, then quits). In Google Home app, I can’t add back nest products. All 38 devices gone, and I don’t have QR codes for them all anymore. Especially my alarm, neat secure!! FYI, my WiFi is fine, and devices are still connected. Same thing happens on web version of Nest on my laptop.

12 REPLIES 12

MplsCustomer
Bronze
Bronze

@Samearle 

Since it is happening in the Google Nest app, the Google Home app, and on the home.nest.com website, this seems like a problem on Google Nest's end.  I'm just another customer, but my suggestion is that you contact Google Nest Support, as difficult as that can be, at: https://support.google.com/googlenest/gethelp?hl=en

Thanks. The Nest support in horrible, getting nowhere with them. Since all devices disappeared on Google Home, and the structure disappeared on Nest (and it won’t let me add the one on Google Home), I’ve just deleted the structure entirely and am starting with a new one, reading every item. 

benshepley
Community Member

Try force stop then clear cache from both apps. 

GarrettDS
Community Specialist
Community Specialist

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that this can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this and if you were able to view the previous replies to see if they helped?

I look forward to hearing from you.

Best regards,
Garrett DS
 

Thanks Garrett. Google/Nest support never even got back to me. Such horrible service. I ended up deleting the remaining structure on google home, then recreating the “home” on both apps, and re-adding all 48 products. 

PS Garrett - my brinks monitoring for my Google Nest Secure system became impaired with the problem, then rebuild. brinks has no way of fixing it. Does Google? Thanks. 

mester
Community Member

After I have changed Nest to Google Nest, all of my old settings disappeared.

I have got every five minutes warning to my e-mail box because any movement happened, but I could not enter to my old settings.

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Sorry to hear that your Brinks stopped working. Unfortunately we wouldn't have a way to fix that as it is a 3rd party structure. 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Best regards,
Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just checking in to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

@GarrettDS @I have seen all the responses, called all the tech support lines, emailed, and texted. Nothing solved my issues nor was helpful. I completely rebuilt my home myself after deleting everything. Same with the password issue, had to delete everything on phone and rebuild. Both things fixed whatever Google/Nest’s issues were, but Google nor Nest were any help in the process. More hindrance actually, like having to spend time writing this response to you. 

with regard to Brinks, when I setup my google secure, then opened a brinks account, brinks connected me to google/nest and I allowed them to connect. Now, the connection is lost, because of the issues and subsistent rebuild. Brink has no way to “reconnect” to a device, so this seems a google nest issue for sure. 

GarrettDS
Community Specialist
Community Specialist

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS