topic Re: Google home wifi point shows offline but isn't in Nest Wifi

Google home wifi point shows offline but isn't

rrrccc57 — Thu, 05 May 2022 19:07:30 GMT

Pretty simple set up of original google home network, been working for years until recently

Office-Wifi connected to ISP modem, Model AC1304, software version 14151.43.81
FamilyRoom-Wifi mesh connection, Model AC1304, software version 14151.43.81

Both the devices were purchased from google in a 3 pack.

First issue, a few months ago, I don’t know the exact date but may have coincided with the forced switch to Google Home App; FamilyRoom-Wifi point starts going offline, at least it says so in the “home” app, and stays offline until re-boot/power-cycle. Note the Google Home App notification says the FamilyRoom-Wifi point is offline but the lights on the device don’t indicate a problem. What’s up with that?

Second issue, 2 Roku devices within 4 feet of FamilyRoom-Wifi point, the Home app shows device 1 excellent connection 2.4ghz, but shows a weak connection 5ghz for device 2. Device 1 is a relatively new Roku stick (2.4ghz) device 2 (5ghz) is a TCL Roku TV. Note, device 2 shows it has an "Excellent" connection while the Home app shows weak. What’s up with that?

Re: Google home wifi point shows offline but isn't

Danstl — Fri, 06 May 2022 20:30:57 GMT

I am having the same issue. Just started yesterday. Router showing offline, but network is working, but can no longer manage devices, etc. Tried restarting and turning off / on nest cloud services.

Re: Google home wifi point shows offline but isn't

rrrccc57 — Fri, 06 May 2022 20:48:10 GMT

Danstl

Not really glad to hear someone else has the same problem but it does feel good to know I'm not alone.

I think it's a bug in the app and nothing is wrong with the routers or wifi points. I posted in the app feedback too and got a worthless reply from the app "developers"... we'll see.
BTW, does the stl mean Saint Louis? I spent the first 25+ years in Clayton.

Re: Google home wifi point shows offline but isn't

brightman — Sat, 07 May 2022 01:34:24 GMT

I'm having the same issue. First it was I've nest point showing offline in the Home app which eventually came right after a week, now it is the other point's turn.

Doesn't seem to be any rhyme or reason why..

Re: Google home wifi point shows offline but isn't

PorboyNZ — Mon, 09 May 2022 06:51:56 GMT

Same issue here in Auckland NZ. 3 of my 6 Google Pucks are showing offline when they are clearly still working. The mesh test shows them offline but I can select them in the Google Home app and change the brightness of the puck light, the wifi is still fine. All the pucks are hard wired. I tried a factory reset on one of the offline pucks, no change, indicating it’s a Google Home app issue.

Re: Google home wifi point shows offline but isn't

Danstl — Tue, 10 May 2022 00:03:05 GMT

No changes to network and now everything is back online and functional. Interesting our ISP modem Pace 5268AC stopped showing firewall dropped packets that were happening continuously since this issue began...

Re: Google home wifi point shows offline but isn't

PorboyNZ — Wed, 11 May 2022 01:02:11 GMT

I did a factory reset yesterday on one of the supposedly offline wifi points and added it back into the mesh. No immediate change noted, but today it’s showing online again. I guess I will have to factory reset the remaining 2 still showing as offline but working fine. Fixing what ain’t broke?

Re: Google home wifi point shows offline but isn't

Toy4Rick — Wed, 11 May 2022 03:10:43 GMT

2 of my points are showing offline, not sure when it started.

My wifi speed test is way below what it should be and when I call Cox cable, they want to charge me to come out and say my mesh is old and should be replaced...

I reboot them, both came back online but go back offline shortly after

Sure could use some help here

Re: Google home wifi point shows offline but isn't

Jkspring — Thu, 12 May 2022 17:35:08 GMT

I'm having the same issue, my nest wifi was rock solid for the last few years and now at least once a week I get an error that one or more points are offline even though I don't notice any sort of interruption for connected devices. Unplugging the point seems to reset it until it reports offline again a few days later.

Re: Google home wifi point shows offline but isn't

Jeff — Fri, 13 May 2022 19:51:21 GMT

Hi, everyone.

This offline in Home issue is a new bug that we've identified and we have internal teams looking at the problem now. A fix should be in the works soon, but I don't have a timetable for that quite yet. As soon as I know more, I'll update the thread here.

Thanks.

Re: Google home wifi point shows offline but isn't

Jkspring — Sat, 14 May 2022 00:02:32 GMT

Thanks for the update! Do you know if the defect is in the reporting in the app or in the actual connectivity? Meaning, do I need to worry or can I just leave it alone and expect things to work ok?

Re: Google home wifi point shows offline but isn't

Jeff — Mon, 16 May 2022 17:31:15 GMT

Hi, Jkspring.

Right now there doesn't seem to be any issues with connectivity, but rather just the app reporting a loss of connectivity. Things should continue to function normally from a network connection standpoint, but obviously getting false app reports is frustrating. I'll update as I know more, however.

Thanks.

Re: Google home wifi point shows offline but isn't

Jeff — Mon, 16 May 2022 17:47:21 GMT

Hi, everyone. I got word recently of a possible fix on this. If you toggle your IPv6 settings in the Home app, it can clear up the issue. If you're not using IPv6, you will just enable it and turn it back off. If you are using it, turn it off and back on. Below are the steps for that setting.

Open the Google Home app .
Tap Wi-Fi Settings Advanced Networking.
Turn on IPv6.
Tap Save .

Once going through these steps, check and see if you're still seeing the same issues.

Thanks.

Re: Google home wifi point shows offline but isn't

Jeff — Thu, 19 May 2022 19:26:51 GMT

Hey, all.

This is just a follow up to make sure you saw my last reply. If you're still having issues and haven't given that a try, do so and let me know if you are having problems still.

Thanks.

Re: Google home wifi point shows offline but isn't

Jkspring — Thu, 19 May 2022 19:33:41 GMT

Thanks for the update! I've tried this and it seems to help! Appreciate the follow-up!

Re: Google home wifi point shows offline but isn't

PorboyNZ — Thu, 19 May 2022 21:57:05 GMT

I read your solution to late, I factory reset the 3 rogue AP’s and so far all 6 remain online.

Re: Google home wifi point shows offline but isn't

akalati — Fri, 20 May 2022 23:40:49 GMT

Hey Jeff. Any news on this? it's been an ongoing issue for me for a couple of months, even after replacing entire network with 3 new pucks. Support has been useless. IP6 trick doesn't help since primary Point is offline (while secondaries are online). Any way to roll back to a prior firmware release until this is figured out? Many are suffering and jumping ship to eero or orbi. Thx.

Re: Google home wifi point shows offline but isn't

Jeff — Tue, 24 May 2022 16:41:18 GMT

Hi, all.

I've seen some people asking about firmware rollbacks. That's not something we can offer as firmware updates also address security vulnerabilities and keep the network secure from attackers. As of now, we haven't seen anything to point to the update as being the issue, but we're looking into things and any new information that comes out I will share here.

Thanks.

Re: Google home wifi point shows offline but isn't

Bad_Muz — Sat, 28 May 2022 14:59:11 GMT

Thanks Jeff!

I had 5 additional point offline, even 2 of them are hardwired. This trick has worked for me, but I have to keep IPv6 off. Once I turn IPv6 back on, additional points go offline one by one in about a day. So, IPv6 toggle does not work, only keeping it off works.

Please advise if there is a way to keep IPv6 on and have units online.

Re: Google home wifi point shows offline but isn't

Jeff — Tue, 31 May 2022 16:53:36 GMT

Hey, Bad_Muz.

Out of curiosity, do you have a specific need to have IPv6 enabled, or is it more of a preference? I know the IPv6 issues are being investigated, but I don't know of a time frame for an update to address the issue yet at this time. If you don't have a need for IPv6, it would be best to leave it disabled for the time being.

Thanks.