topic Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet in Nest Wifi

Google Wifi firmware 13729.57.27 frequently disconnected to the internet

FWCA — Mon, 20 Sep 2021 13:26:43 GMT

Previously, I reported that M89 firmware on Google Wifi lost connection to the internet every other day (https://support.google.com/googlenest/thread/116896459/m89-firmware-is-unstable-on-google-wifi?hl=en). Starting 9/18/2021, my Google Wifi keeps on losing connection to the internet a few times a day. I checked the firmware and it has been changed to 13729.57.27. This is worse than M89. Google engineers, please take a look.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

youngbamboo — Wed, 03 Nov 2021 21:35:52 GMT

I have the same issue until I switched back to my old router. It must be an issue of Google Nest wifi router. Please fix it. Thanks.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

Jeff — Fri, 12 Nov 2021 17:28:02 GMT

Hey, all.

Sorry for the late reply on this. I'm curious if you're still seeing these issues now that we've seen some updates to the hardware and the apps involved. If you're still having issues, please let me know as well as what troubleshooting steps you have taken. I'll be happy to be able to out as needed.

Thanks.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

youngbamboo — Fri, 12 Nov 2021 18:06:45 GMT

Thanks for reply. I got this issue yesterday and this morning again. The wifi/internet dropped several times since yesterday. I switched to my old router, no internet/wifi drops anymore. So I guess it should be the nest wifi router's issue, not ISP's.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

FWCA — Fri, 12 Nov 2021 18:20:38 GMT

I haven't had any disconnection or offline problems in the last 3-4 weeks. The routers are still running with 13729.57.27. Interested to know what has been changed to fix the issue.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

Jeff — Fri, 12 Nov 2021 19:17:49 GMT

Hey, youngbamboo.

What's the router you switched to? I would like to see if there's something we could learn between the difference of the two routers.

Thanks

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

youngbamboo — Fri, 12 Nov 2021 20:10:31 GMT

It's ASUS RT-ACRH17. I had several hours online meetings with this router already. There is no broken wifi/internet connection observed. Please let me know if you need more detailed information/logs of nest router. Thanks.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

Jeff — Fri, 12 Nov 2021 20:49:04 GMT

Hi, youngbamboo.

Thanks for providing that. I'll let you know if I need more info from there.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

gregorydulin — Sat, 20 Nov 2021 15:31:29 GMT

I have the same issue with 13729.57.27, but mine only lasts 30-60 minutes before routing breaks. A reboot of the Google Wifi router fixes it consistently (without rebooting the modem), but again only lasts 30-60 minutes. I have several identical Google WiFi pucks, so I tried factory resetting and using a different puck for the router, but they both had this identical issue.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

blakewofford — Wed, 24 Nov 2021 21:04:45 GMT

Aside from my google wifi losing connection frequently, I can now only get 200mbps, instead of the 400mbps that I was getting before. I have Spectrum and the technician came out and checked. Going through the google wifi, 200mbps, going directly to a device, yields the 400mbps. Please take a look at this issue - I don't want to have to spend the $$ to go with a different wifi setup

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

ThomasD — Mon, 29 Nov 2021 11:49:49 GMT

Hi, my Google Nest Router setup has been pretty rock solid for nearly the year that I've had it, but last Friday night there were a few 30-60mins outages during the night, which look like software updates, and then on Saturday, there was an outage. I spent hours debugging first with ISP, then with Google Support, and found that when I don't have my TP Link switch plugged into the router, everything seems to work, but as soon as I plug my switch back it, the Google Nest Router stops responding to anything. Unplugging the switch and rebooting the Router gets things up and running again.

I've tried connecting *only* the switch, without any other devices connected, and it still causes the internet to drop off. Two days of downtime from a patch is pretty unacceptable for such a pricey device, IMO.

What's Google's refund policy on these? I'll have them for one year at Christmas.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

Jeff — Mon, 29 Nov 2021 22:57:13 GMT

Hey, ThomasD.

If you want to discuss returns, your best route is to contact support directly and they can talk you through that process. Here's an article about that for you to reference: https://bit.ly/3ksPj89

i you do choose to keep working on this, I'll be happy to keep helping, but I understand your frustration.

Thanks.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

ThomasD — Tue, 30 Nov 2021 11:02:22 GMT

Hi Jeff,

Sorry I didn't see your reply, as I think it was to a different message.

My ISP (Eir) is sending out a new router today (a F3000, which is a rebranded Sagemcom device). I don't expect it to help, as I'll just be enabling bridging mode on it ASAP, the same as the existing router.

I've ordered a new Netgear switch to try an isolate that being the issue, but again, I think it's really weird that even using a somehow broken switch would prevent a router from handling wlan traffic.

If neither of these has any impact, like I suspect, I'll have to go down the RMA route. Luckily I'm in the EU, so have a two year legal guarantee on all devices.

Thanks,

Thomas

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

Jeff — Tue, 30 Nov 2021 18:16:09 GMT

Hey, ThomasD.

Thanks for the update on everything there. Hopefully it clears things up, but if not, just let me know and we'll continue to troubleshoot.

Thanks.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

youngbamboo — Tue, 30 Nov 2021 19:28:41 GMT

Finally I know the root cause with the help of the online support guy.

Per support engineer's comments:

"There are error logs for Mesh Simultaneous Authentication of Equals (SAE) failure. This error indicates that the parent point and the child point have gone out of sync on their authentication key used to validate the mesh link. When this happens, the child point loses the wireless connection to the root node which is causing unstable connectivity.
In order to try to force the cloud to update the parent point, you can try pausing and unpausing a device. This should trigger the cloud to verify certain configuration files, including the mesh key."

It explains why sometimes the issues are solved if I rebooted all the nodes and router. This is definitely a bug which should be fixed asap. It's really annoying if the network is unstable during some important online meetings. For me, this issue happened every 2 or 3 weeks. Thanks.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

OT87 — Tue, 30 Nov 2021 22:46:04 GMT

Same problems happend also with me from last week; dropping network connections and way lower download and upload speed. Before last week everything worked great!

To test the speed I have connected my laptop via a cable to a switch, that is connected to the Nest Wifi. Then I got my maximum speed (400/400). Via Wifi I always had 150/150. This is accurate because there are two concrete floors between the points. Moving the point closer together did not help. Now it's barely getting 50/25

From this test, I draw the conclusion that something is wrong with the update. Is there a fix in the works? Right now I'm unsatisfied with an otherwise great product!

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

Jeff — Tue, 30 Nov 2021 22:47:50 GMT

Hey, youngbamboo.

Thanks for sharing that here. I'll get this passed along to our other support teams. That's definitely helpful. Hopefully it leads to a fix more quickly.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

marquesodias — Fri, 03 Dec 2021 19:46:39 GMT

Same problem here. I'm using three pucks with the firmware version 13729.57.27.
If I reboot all the three pucks, everything goes back to normal. Hoping to see a solution from Google soon, because this is really driving me nuts in my home office!

I'll do the same question OT87 did: Is there any fix in the works?

Too bad to see this once great product with problems.

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

Jeff — Fri, 03 Dec 2021 21:34:27 GMT

Hi, marquesodias.

Yes, there's a fix in the works. I don't have an estimate on a time for that fix to roll out, but it is being worked on. You mentioned that a reboot clears things up, but for how long does it work before things start having issues?

Re: Google Wifi firmware 13729.57.27 frequently disconnected to the internet

marquesodias — Sat, 04 Dec 2021 00:10:17 GMT

It works for 1 or 2 days, then the problem happens again.