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cy...@google.com
cy...@google.com
an...@ideaslab.hk
Dear developer,
Thank you for reaching out to us. Please try the following steps for troubleshoot -
-
As indicated in the
documentation -
Ensure that
Report State Report State QUERYintent.You can inspect if the device status is correctly synced on
HomeGraph Viewer
If the issue persists after troubleshooting, to help us reproduce it, please share the following information with us:
Sync Response - Relevant
GCP logs - Project ID.
If you have any further questions, please feel free to reach out to us. Thank you.
cy...@google.com
The issue still persists.
Currently, both the Check Report State and Query Discrepancy tests are functioning correctly and passing. However, when executing the Request Sync test, the issue remains.
As per your suggestion, I have modified my approach:
I now use the Google Assistant app to add/remove devices.
I use the Google Home app (GHA) for updating devices.
Attached are my operation video and logs for your reference. If there are any errors in my peration process, how should I correctly perform the following test scenarios?
1.Check HomeGraph devices after adding a device => failed (video: adding a device process-20250212.mp4 -
2.Check HomeGraph devices after removing a device => passed
3.Check HomeGraph devices after updating a device => failed (video: updating a device process-20250212.mp4 -
Project ID: zephyr-dev-439505
Sync Response:
GCP logs:
Test suite : Report State and Request Sync : timeout is currently set to 15 seconds
Thank you.
an...@ideaslab.hk
Dear developer,
Thank you for providing the detailed information. Based on the video, it appears that you unlinked and relinked your project in Google Assistant > Home control. However, this is not the correct approach for the Request Sync test cases in the Test Suite.
For the test cases - Check HomeGraph devices after adding / removing / updating a device, you will need to add or remove other smart home devices to your project, such as a LIGHT or AC_UNIT. When updating a device, you can change its name. Kindly ensure that this is done from your third-party app rather than from the Google Home app (GHA). For more details, please refer to this link.
If you have any further questions, please feel free reach out to us. Thanks.
cy...@google.com
Thank you for your response. I would like to provide some clarification regarding our product. It is a smart range hood, and we have developed the Zephyr Connect App: Zephyr Connect on App Store (
If so, the app was originally designed to allow a single account to be linked to only one smart range hood. When a device is already linked, adding a new device requires unlinking and relinking, which will rebind the originally linked device. The original design also does not support adding additional smart home devices while an existing device is linked.
The app also does not support updating or renaming devices. Therefore, it is not possible to achieve this through a third-party application. Given this limitation, how should we proceed to pass the required test items?
A few years ago, we successfully passed the Request Sync test (
Based on the above explanation, are we still required to complete the test for adding and updating devices in HomeGraph? If so, how should we implement and proceed with the test if it is completed without using the Google Home application (GHA)?
Thank you
an...@ideaslab.hk
Dear developer,
Thank you for the update. Yes, you can use your app Zephyr, to add/ delete/ update a device.
The test results you submit must include the
cy...@google.com
But our APP does not have the features to add a second device(the users are required to add the first device once they login) or to update (which we found the only thing we can do is rename a device) an existing device.
Please let us know how to proceed.
BR
cy...@google.com
Dear developer,
Thank you for the update. In this case, please proceed with the review submission, even if the Test Suite results do not pass 100% of the tests.
Kindly add a comment explaining why the Request Sync test cases failed and include the link of this issue ticket in the developer comment field. Our certification team will review your project and comments and will get back to you with the next steps. Thank you.
an...@ideaslab.hk
Hi,
an***+voi**@ide*****.** is the same account we used to reproduce the errors.
We will email the credentials of another test a/c to
an...@ideaslab.hk
Hi,
May I know if there are any findings yet? And anything we can help?
cy...@google.com
Dear developer,
Thank you for your patience, and I apologize for the delayed response. Our team is actively investigating this issue. May I ask if this issue is still occurring and how many users have reported encountering it? Thank you.
Description
When adding a "Works with Google" smart home service in Google Home, the error "Could not reach <service name>. Please try again." is displayed. (See attachment)
Further investigation found that this happens only in some countries. We connected the phone via VPN to different countries, and got the following results:
Countries/cities that can link the account successfully: Hong Kong, California, Belgium, Paris, Copenhagen, Stockholm, London, Singapore, Rome
Countries that failed: Norway, Germany, Canada
On our server (that serves the SG smart home service), we got the followings requests from Google servers if the account linking was successful: action.devices.SYNC action.devices.QUERY action.devices.SYNC (again)
But in case the account linking failed, we only got: action.devices.SYNC
That indicated the oauth process was successful, and data of the smart home devices were reported successfully. But somehow the linking process failed to continue.
Moreover, if we switch to, say, London, and link the account first. Then if we switch to Norway, we can control the smart home devices. So there are problems at account linking, not at controlling.