topic Re: Google nest wifi points appearing 'offline' - but are actually online? in Nest Wifi

Google nest wifi points appearing 'offline' - but are actually online?

hansmoleman2112 — Mon, 05 Sep 2022 13:14:06 GMT

Hi,

I've been using the Google nest wifi at home for a few years now and never really had any issues.

To improve the wifi at our church, I helped setup a nest wifi network there too.

For the most part, it works very well - but an odd thing - I often get notifications that the wifi points have gone offline. Eventually all the points appear as offline (I've set up four of them)

My first dumb question - what does that really mean? Does that mean that the wifi point isn't able to contact the main router?

I'm only there once a week or so, but when I go to check the points, they are actually online? That is, I ask google if there is internet connectivity and it responds by saying 'if I am responding, then I have internet' - so it seems like it wasn't offline? I unplug and plug back in just in case, and they appear as online again, but really odd that I get these notifications.

Anything I should check, or any additional information I can provide?

Main WiFi ssid offline and no internet

Roosterdude — Fri, 02 Sep 2022 13:07:20 GMT

Hello. My Google Nest WiFi AC2200 router is displaying offline all of sudden. Internet was working but is now unreachable. BUT the guest network connects normally. I’ve restarted the network, powered the router and access point off/on, and powered the internet modem off/on. Still, the main WiFi ssid has no internet and is displaying offline. But like I said, devices can connect to the Guest WiFi and it works normally. What is happening? Any ideas? Thanks!

Re: Main WiFi ssid offline and no internet

olavrb — Sat, 03 Sep 2022 09:18:07 GMT

Could be a IP conflict, like multiple DHCP servers or double NAT. What other devices do you have in your network and how are they set up?

Do you have any managed/ "smart" switches with anti loop protection/ STP (spanning tree protocol) enabled?

Other things to try:

Disable IPv6, it has caused strange problems lately ( https://support.google.com/googlenest/answer/6361450?hl=en ).
Disable then enable Google Nest Cloud Services, it sometimes solves strange problems like this ( https://support.google.com/googlenest/answer/6246642?hl=en ).
Try to factory reset your whole network by deleting it from your Google Home home ( https://support.google.com/googlenest/answer/6246619?hl=en ), then set it up from scratch reusing the network name (SSID) and password ( https://support.google.com/googlenest/answer/9548301?hl=en ).

Previous similar threads:

Re: Google nest wifi points appearing 'offline' - but are actually online?

olavrb — Mon, 05 Sep 2022 16:37:12 GMT

If points are online it's only "cosmetic". It seems to be related to IPv6, so you could try to disable that for the network.

Least to most "destructive" things to test:

• Pull down to refresh inside the Google Home app home screen.
• Try to power cycle at least the main/ master puck.
• Try to disable then enable Nest Wifi Cloud Services from the Google Home app. Wi-Fi (icon) -> Settings (icon) -> Privacy settings -> Nest Wifi Cloud Services.
• Try to disable IPv6. Wi-Fi (icon) -> Settings (icon) -> Advanced networking -> IPv6.

Other relevant things to check:
• While using the Google Home app for Nest Wifi, make sure you don't have any VPN services connected. This includes "Apple iCloud Private Relay" ( https://support.apple.com/en-us/HT212614 ).
• If on iPhone, make sure the Google Home app has been granted permission for "local network support" ( https://support.google.com/chromecast/answer/7172427?hl=en ).
• Make sure you don't run double NAT: Any router in front of Nest Wifi should be in bridge mode, as Nest Wifi itself is a router with NAT, firewall and DHCP.

Re: Google nest wifi points appearing 'offline' - but are actually online?

hansmoleman2112 — Mon, 05 Sep 2022 23:56:18 GMT

Hi,

Thanks for the response!

- Pull down to refresh inside the Google Home app home screen.

this doesn't seem to do anything. I'll check again / try the other options when I am there again this weekend. But after restarting all the points on Saturday (two days ago), today (Monday) three of the four are appearing offline already.

"It seems to be related to IPv6"

I checked it, and IPv6 appears to be disabled?

Re: Main WiFi ssid offline and no internet

EdwardT — Tue, 06 Sep 2022 02:50:22 GMT

Hi folks,

@olavrb, thanks for the help!

@Roosterdude, how's it going with your Google Wifi? Still need our help?

Thanks,

Edward

Re: Main WiFi ssid offline and no internet

Roosterdude — Tue, 06 Sep 2022 05:46:30 GMT

I did a full factory reset on the router and access point. Used the same ssid. Everything appears to function normally but the Wi-Fi router still displays as Loading… or Offline I’m Google Home. I can still perform functions on it like speed tests and such. The access point displays normally. Why would the router be still displaying as Offline? What could have changed? Devices can still connect to the ssid. Thanks.

Re: Google nest wifi points appearing 'offline' - but are actually online?

Lornec — Wed, 07 Sep 2022 01:18:14 GMT

Following because I have a similar problem. Wifi mesh nodes showing as “offline” on the main screen- but I can click into them, dim the light , test the mesh (excellent connection)… even restart the node. But they still show as “offline”. It’s nuts.

Re: Main WiFi ssid offline and no internet

EdwardT — Wed, 07 Sep 2022 02:24:45 GMT

Hi Roosterdude,

Thanks for the update. To isolate the issue, could you try changing the DNS on the Google Home app? Here's how:

Open the Google Home app.
Tap Wi-Fi > Settings > Advanced Networking.
Tap DNS.
Tap Save.

Let us know how it goes.

Thanks,

Edward

Re: Google nest wifi points appearing 'offline' - but are actually online?

EdwardT — Wed, 07 Sep 2022 03:48:46 GMT

Hi folks,

@olavrb, thanks for the help!

@hansmoleman2112 and Lornec, thanks for reaching out. Please let us know the results once you've tried the steps that olavrb provided. Keep us posted.

Thanks,

Edward

Re: Main WiFi ssid offline and no internet

Roosterdude — Wed, 07 Sep 2022 12:38:59 GMT

Thanks for the continued assistance!

When I go to DNS, there are 3 choices - Automatic, ISP, and Custom. It is currently set to Automatic. I pressed the little disk save icon in the upper right. Not seeing any difference. Access point and router are both showing Offline right now. But everything with Wi-Fi is working. Sometimes they switch over to displaying as Loading... but eventually go back to Offline.

Re: Main WiFi ssid offline and no internet

EdwardT — Thu, 08 Sep 2022 02:31:41 GMT

Hi Roosterdude,

Thanks for the response and I'm sorry for the confusion. Under DNS, please select Custom and enter “8.8.8.8” and “8.8.4.4”.

Let us know how it goes.

Thanks,

Edward

Re: Main WiFi ssid offline and no internet

Roosterdude — Thu, 08 Sep 2022 22:49:02 GMT

Made the changes to DNS as you specified. Rebooted the network. Still the same result. Access point and Router both show as Offline in Google Home. But wifi is still working normally.

Nest router offline but connected to internet

drew12 — Fri, 09 Sep 2022 19:31:38 GMT

My nest router is connected to the internet and my wifi is working in my home. However, from the home page, it says my router is offline. When I click into the device it says it is connected and running well. How do I get it to show as not “offline” in the Google home app?

Re: Nest router offline but connected to internet

olavrb — Fri, 09 Sep 2022 21:09:53 GMT

This is an issue many have been experiencing lately. Based on previous threads it seems to be related to IPv6 in Nest Wifi, but I don't know for sure what causes it. Hopefully we'll have a firmware update that fixes it soon, but no word on that yet.

Least to most "destructive" things to test:

Other relevant things to check:

• While using the Google Home app for Nest Wifi, make sure you don't have any VPN services connected. This includes "Apple iCloud Private Relay" ( https://support.apple.com/en-us/HT212614 ).
• If on iPhone, make sure the Google Home app has been granted permission for "local network support" ( https://support.google.com/chromecast/answer/7172427?hl=en ).
• Make sure you don't run double NAT: Any router in front of Nest Wifi should be in bridge mode, as Nest Wifi itself is a router with NAT, firewall and DHCP.

Re: Google nest wifi points appearing 'offline' - but are actually online?

EdwardT — Sat, 10 Sep 2022 03:39:30 GMT

Hey folks,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Edward

Re: Google nest wifi points appearing 'offline' - but are actually online?

hansmoleman2112 — Sat, 10 Sep 2022 11:46:38 GMT

Hi, I will be there onsite today, will run through the steps, then I will need to monitor for a few days afterward. Will update with what I observe.

Re: Google nest wifi points appearing 'offline' - but are actually online?

Jhonleanmel — Sat, 10 Sep 2022 20:10:13 GMT

Hey hansmoleman2112,

Thanks for letting us know. Take your time, I'll be waiting for your update.

Best,
Mel

Re: Nest router offline but connected to internet

barberj — Mon, 12 Sep 2022 10:47:02 GMT

Glad its not just me.

Re: Nest router offline but connected to internet

Jhonleanmel — Mon, 12 Sep 2022 19:39:05 GMT

Hi everyone,

@olavrb, thanks for the helpful response.

@barberj and @drew12, thanks for bringing this to our attention ― let's see what's going on.

Give these steps a whirl:

Check if your IPv6 is enabled. If so, disable it or toggle the switch to off.
Unplug the power cable from the Wifi device.
Wait 10 - 20 seconds for the device to fully power off.
Plug the power cable back into the your Google Wifi device.
Wait 1 or 2 minutes for it to fully power on.

If issue persists, reinstall your Google Home app.

Keep us posted.

Cheers,

Mel