topic Re: Google WiFi points go offline in Nest Wifi

Google WiFi points go offline

gwinegarden — Mon, 20 Dec 2021 13:25:30 GMT

Google WiFi (not Nest) points go offline randomly. The units are only a month old. Connection will, suddenly drop. The light on the point is white but not online, according to the app. I have to unplug to get them back up. Tried to reboot the network via the Home app but nothing happened. After I unplug, the Home app adds to the grief as it tends to still say the point is offline when it is back up. This has happened to two points, so far.

One additional thing. As the other two units are, apparently, still online why do I not just connect to one of the other points? Isn't that the whole idea?

Re: Google WiFi points go offline

olavrb — Fri, 07 Jan 2022 12:36:20 GMT

I'd try to factory reset (https://support.google.com/googlenest/answer/6246619?hl=en) and set up from scratch (https://support.google.com/googlenest/answer/9548301?hl=en), using the same network name (SSID) and password so all devices reconnects automatically.

I've also read that disabling preferred activity (all of them) have helped with mesh stability issues. Worth trying. 🙂

https://support.google.com/googlenest/answer/9541371?hl=en

Re: Google WiFi points go offline

gwinegarden — Sun, 02 Jan 2022 17:58:25 GMT

Did that and it helped for a few days. Then, it got worse. The app is, basically, saying everything is offline. They now want me to do a factory reset and remove and recreate my home in the app.

We will see.

Re: Google WiFi points go offline

Jeff — Thu, 06 Jan 2022 20:54:12 GMT

Hey, gwinegarden.

Did you ever try performing that factory reset? If so, did it improve things for you? Let us know if you have seen any changes in the situation there and what additional troubleshooting you might have tried.

Thanks.

Re: Google WiFi points go offline

gwinegarden — Thu, 06 Jan 2022 20:58:21 GMT

The reset worked for a few days and then things go worse. Now, the app say that I am not connected to the internet, all points are offline along with every device on the network. Of course, the network is up and running. So, the app is useless.

They, now, want me to do another reset and then remove my home from the app and, completely, start over. I don't have much faith and I am running out of time to return them.

Re: Google WiFi points go offline

Jeff — Mon, 17 Jan 2022 19:01:55 GMT

Hi, gwindegarden.

I understand the frustration with the process. If you have tried those additional steps, did they work for you, or are you still seeing issues? Let me know if you have tried that and are needing me to help you out a bit more.

Thanks.

Re: Google WiFi points go offline

Jeff — Wed, 19 Jan 2022 23:27:10 GMT

Hi, all.
Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
Thanks.

Re: Google WiFi points go offline

gwinegarden — Thu, 20 Jan 2022 15:14:06 GMT

For me doing the manual factory reset and creating a new Home (a slow process) is working, but, the previous reset worked for a while, too. So, I am not confident that the issue will not return, at some point.

Re: Google WiFi points go offline

Jeff — Thu, 27 Jan 2022 22:49:39 GMT

Thanks for updating me, gwinegarden.

I'll keep the thread open for a while longer to see if anything changes. Hopefully it ends up working out for you with this last round of troubleshooting. Let me know if there's more I can do.

Thanks.

Re: Google WiFi points go offline

gwinegarden — Sat, 29 Jan 2022 17:40:10 GMT

Well, the good old Home app is screwed up, again. It says my network is offline but, of course, it is not.

Sent feedback but I am, seriously thinking about returning these puppies,

Re: Google WiFi points go offline

gwinegarden — Wed, 02 Feb 2022 01:29:26 GMT

Support finally came back to me. They gave me the same list of things to do that I have already tried before.

Seems they have no real solution. With all of this, I have missed my opportunity to return the units so I guess I will just have to use them and hop I do not need the app.

Re: Google WiFi points go offline

Jeff — Thu, 03 Feb 2022 18:47:12 GMT

Hey, gwinegarden.

Sorry you've had such a frustrating and confusing experience here. I'm hoping that an app update will clear things up on your end. It is certainly a confusing issue, and I've yet to source a fix for you, but it is something we can continue to investigate. It's good that the network is up, but not having access to it through the app really is not an ideal setup. Again, sorry this has been so frustrating.

Thanks.

Re: Google WiFi points go offline

gwinegarden — Thu, 03 Feb 2022 19:20:21 GMT

Well, I told them that I had tried everything, that they recommended, at least twice with no real results. Just a few days and the issue was back. I have not heard anything from them since.

I am not expecting them to give me anything worthwhile if they respond, at all.

Re: Google WiFi points go offline

Jeff — Thu, 03 Feb 2022 20:02:32 GMT

Hey, gwinegarden.

If you have a Case ID, I can look up your case with support to see if there's anything I can learn from their recommendations. If you have that, feel free to share it here.

Thanks.

Re: Google WiFi points go offline

gwinegarden — Fri, 04 Feb 2022 12:47:01 GMT

Sure 6-############2265

Re: Google WiFi points go offline

gwinegarden — Thu, 10 Feb 2022 12:02:46 GMT

As I have heard nothing back from support, I am assuming that they have nothing new for me to try. So, I will continue using the units until they really go offline, Then I will decide what to do.

Re: Google WiFi points go offline

Eew0105 — Fri, 11 Feb 2022 14:49:51 GMT

Their products suck. I am so frustrated with issues of my own that should be an easy fix. Completely annoying.

Re: Google WiFi points go offline

gwinegarden — Fri, 11 Feb 2022 20:36:24 GMT

In reality, my issue is a breakdown in communication between the app and my network. Everything is running the bloody app just doesn't know it. But, it makes the app useless.

Re: Google WiFi points go offline

Jeff — Tue, 29 Mar 2022 22:07:08 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: Google WiFi points go offline

gwinegarden — Tue, 29 Mar 2022 23:29:10 GMT

Thanks. As I cannot update, without the app, I will have to do another factory reset in hope that I can get the app connected to the units. As this does not tend to fix the issue for very long, I will need to wait until I am sure the update is available.