topic Re: Continuous losing connection for Google Wifi in Nest Wifi

Continuous losing connection for Google Wifi

AzrealW — Wed, 05 Jan 2022 15:45:55 GMT

The connection is lost after several minutes good connection, repeatedly.

Device model: AC-1304

Software version: 13729.57.27

ping www.google.com

Re: Continuous losing connection for Google Wifi

jtollet — Wed, 05 Jan 2022 17:50:23 GMT

Hello,

Many people (including me) noticed this and there are other existing threads on this topic. Unfortunately, we don't see a lot of progress on this issue ....

Re: Continuous losing connection for Google Wifi

Scoobydoo — Thu, 06 Jan 2022 06:59:02 GMT

Yes same for mine! I hope someone gets us an answer soon!

Re: Continuous losing connection for Google Wifi

Jeff — Thu, 06 Jan 2022 18:29:07 GMT

Hey, everyone.

Sorry for the issues you're seeing with your WiFi connections. As we multiple reports coming in on this, I've gone ahead and pushed it to one of our internal teams for review. As they take a look at the problem, I'll update here with any new info I learn. Please feel free to share any troubleshooting efforts you make and if there are any changes in your situation over time.

Thanks.

Re: Continuous losing connection for Google Wifi

jtollet — Thu, 06 Jan 2022 21:18:08 GMT

I did a factory reset of the entire network and swapped my Nest Router with another Google WiFi. My network now seems to be working again ...

Re: Continuous losing connection for Google Wifi

Scoobydoo — Thu, 06 Jan 2022 21:53:59 GMT

Awesome Jeff thx so much!

Re: Continuous losing connection for Google Wifi

AzrealW — Fri, 07 Jan 2022 01:32:20 GMT

Thanks a lot, Jeff.

This is not a new defect. It has been for two years at least from a software upgrading. I have tried several troubleshooting methods as follows, but the defect is not fixed:

Restart
Reset
Use the nesh router with DHCP or PPPoE
Optimise the network settings and advanced settings
Swap different hardware devices (have three devices)
Try other networks (different units but same operation)

Personally, I assume that this is a bug of the upgraded software versions from years ago. If the software version could be degraded, it might be helpful to find the bug.

Re: Continuous losing connection for Google Wifi

Jeff — Tue, 11 Jan 2022 18:43:49 GMT

Hey, AzrealW.

Thanks for the info on what you've done in regards to troubleshooting so far. It helps. I'm still waiting for more answers, but I'm hoping to hear more this week about ongoing issues.

Thanks.

Re: Continuous losing connection for Google Wifi

Jeff — Wed, 02 Mar 2022 23:39:05 GMT

Hey, everyone.
Just as an update, we're still looking into this issue and as of yet we don't have a solution. I just wanted to touch base so you would know that you haven't been forgotten. In the meantime if anything else changes about your situation, please feel free to update us in the thread.
Thanks!

Re: Continuous losing connection for Google Wifi

Jeff — Thu, 31 Mar 2022 18:03:24 GMT

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

Re: Continuous losing connection for Google Wifi

AzrealW — Fri, 01 Apr 2022 03:52:36 GMT

Thanks a lot for the info. Could you provide the version of this update, so that we can make sure we are tesing using the correct version, please?

Re: Continuous losing connection for Google Wifi

Jeff — Mon, 04 Apr 2022 17:24:43 GMT

Hey, AzrealW.

The update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.

Thanks.

Re: Continuous losing connection for Google Wifi

AzrealW — Tue, 05 Apr 2022 00:41:51 GMT

Great! I have upgraded to this new version on last Friday and it seems functional until now. Hope the problem has been solved forever.

Re: Continuous losing connection for Google Wifi

brian3snip — Tue, 19 Apr 2022 13:11:40 GMT

I found this thread after recently experiencing intermittent high latency. I don't know the exact date it started, but it was probably within the past two weeks. I have the AC-1304 system and the software version is 14150.43.80.

I initially noticed the problem while playing online games, but it's also noticeable just browsing the web. After reading this thread and suspecting a software/load problem on the router, I ran a ping trace to the router. Although I didn't see any packet loss and most ping times were in the 1-4ms range, there were frequently response times as high as 300ms (but more typically in the 50ms-150ms range).

I have reset my router around 5 times in the past couple of weeks to try and clear the issue, but it keeps coming back. I haven't yet tried a factory reset, but I'm considering it. Prior to this, I haven't had a problem or needed to reset the router since I have had it (~ 4 years).

Any chance this latest patch caused this problem?

Re: Continuous losing connection for Google Wifi

hardisun — Thu, 12 May 2022 17:40:32 GMT

Same issue. AC-1304 with newer version is 14150.43.81. Same intermittent connection loss that seems to have started a month or so ago (4/1?). Seems to correct after about 5 minutes, and I've tried resetting the mesh hubs, etc.

Re: Continuous losing connection for Google Wifi

brian3snip — Thu, 12 May 2022 20:34:37 GMT

I ended up doing a factory reset and set up the network from scratch. I haven't had the problem since then. YMMV

Re: Continuous losing connection for Google Wifi

NdMoreSpd — Wed, 25 May 2022 04:19:22 GMT

Twice in the past month I've Factory Reset all my devices, changed SSID and Password just as a precaution, yet I continue to have issues with lost connection. I move my television to a hardwired connection on the ISP router, I move my laptop to the wifi from their router, internet is fine, however I continue to have issues with my Google network.

I thought based on above this was resolved?

To complicate things when I ask for support I'm either told they aren't available and will get back to me (crickets) or I get support and the answer is to Factory Reset. That is not a viable long term solution.

Re: Continuous losing connection for Google Wifi

hausenpepper — Fri, 03 Jun 2022 17:01:19 GMT

Same issue here, did factory reset work? I hate that to be my only solution but may be necessary?

Re: Continuous losing connection for Google Wifi

Anonymous — Wed, 08 Jun 2022 07:07:12 GMT

I have found this thread after trying all of the usual resets, I have software version 14150.43.81

Factory Reset didn't work for me and I continue to have devices drop off the network and reconnect minutes later.

Re: Continuous losing connection for Google Wifi

AzrealW — Wed, 08 Jun 2022 07:36:58 GMT

It has been two months since I upgraded the software version and it works fine to me until now. I'd like to share the my using hope can help others:

I have never attempted factory reset but the issue seems solved.
I use the device as a wifi router, connecting to the ISP router with DHCP. I have never used it as ISP router (e.g., PPPoE)
I tried both connecting the wireless deviece and wired device to the google wifi at the same time. It is still fine.
I turned on WPA3 security and IPV6, turned of UPnP, but i don't think this is relevant. Auto DNS, WAN: DHCP.

Some issues of the new software version (rarely):

When i use tcp remote control another computer connecting to the same google wifi, it occasionally happens that the parent computer disconnected. In this case, the parent computer displayed connected to the wifi but the network was lost (not only the remote control). This cannot be recovered automatically unless I disconnected the wifi and reconnected it. This only occurs during remote control.
During online video chat, it might rarely show unstable network in seconds then recover. It is difficult to justify whether a wifi hardware issue, a network (ISP) issue or an application server issue.