topic Re: Google Nest Wifi Point Still Goes Offline in Nest Wifi

Google Nest Wifi Point Still Goes Offline

IanJamesOz — Tue, 14 Feb 2023 10:36:26 GMT

Even though Google claimed to have fixed this problem last year and closed the associated thread, one of my Wifi Points still keeps going offline every few days! It's so annoying having to repeatedly power cycle the Wifi Point to get it working again. When it's working normally the mesh test says it has a great connection to the Google Nest Router.

Did Google's promised firmware update actually fix the problem? If so why does my wifi point still keep dropping out?

Re: Google Nest Wifi Point Still Goes Offline

Ozzmike — Tue, 14 Feb 2023 17:41:02 GMT

I'm in the same boat. Really frustrating, especially with our baby monitor going offline every time.

Re: Google Nest Wifi Point Still Goes Offline

Bhambrick1 — Wed, 15 Feb 2023 00:41:35 GMT

This is happening to my home setup now. Super frustrating because I am the home IT expert and I have to travel every week so now my families stuck with Wi-Fi that’s barely working because half of my Wi-Fi points have disconnected. This needs to be fixed or I will be switching to a different brand, and maybe all my google devices, included.

Re: Google Nest Wifi Point Still Goes Offline

DennyB — Fri, 17 Feb 2023 23:15:16 GMT

Same here. "Great connection" when it's working, but drops offline every few days. Unplugging it brings it back online -- still with a "great connection" -- but in a day or two or three it drops offline again. Factory reset of the point that drops most frequently did no better than unplugging it: it still drops every few days.

Re: Google Nest Wifi Point Still Goes Offline

Jeff — Wed, 22 Feb 2023 18:18:43 GMT

Hi all,

I have something for you all to check. Can you go into your advanced networking settings in the Home app and see if you have IPv6 enabled? If so, try disabling it and see if it changes anything for you. If it's already disabled, let me know and we can look into other steps.

Thanks,
Jeff

Re: Google Nest Wifi Point Still Goes Offline

AbigailF — Mon, 27 Feb 2023 05:44:46 GMT

Hey folks,

Thanks for lending a hand, @Jeff.

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 concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,
Abi

Re: Google Nest Wifi Point Still Goes Offline

DennyB — Sun, 26 Feb 2023 15:11:10 GMT

I just returned from a week out of town. I had not yet tried @Jeff's suggestion to try disabling IPv6 before I left. I checked in Home a couple of times while I was gone and saw no offline periods and it is working now, so that's about 10 days -- longer than usual without a failure. The point that goes offline most often is one that is heavily used when I'm home, often handling two or three video streams. I wonder if it could be a thermal issue when it's in use.

Anyway, I'll keep watching and I will post if (when) there are more offline events.

-- DennyB

I just returned from a week out of town. I checked in Home a couple of times while I was gone and there were no offline periods and it is working now, so that's about 10 days. I had not yet tried @Jeff's suggestion to try disabling IPv6. The point that goes offline most often is one that is heavily used when I'm home, handling two or three video streams. I wonder if it could be a thermal issue when it's in use.

Anyway, I'll keep watching and I will post if (when) there are more offline events.

-- DennyB

Re: Google Nest Wifi Point Still Goes Offline

AbigailF — Mon, 27 Feb 2023 05:43:51 GMT

Hi DennyB,

Thanks for the update. I'll keep this thread open for a few more days to give you time to reply in case anything changes. Let us know if you have any other questions or clarifications.

Regards,
Abi

Re: Google Nest Wifi Point Still Goes Offline

IanJamesOz — Mon, 27 Feb 2023 10:15:21 GMT

Hi Abi,

Thanks for following up this issue. I've been away on holidays and only just seen your reply.

I checked the network settings and IPv6 was switched on. I've turned it off and will be very pleased if this resolves the problem. I'll keep monitoring the wifi point over the next week and let you know what happens.

Cheers, Ian

Re: Google Nest Wifi Point Still Goes Offline

IanJamesOz — Tue, 28 Feb 2023 00:26:12 GMT

Hi Jeff,

Thanks for following up this issue. I've been away on holidays and only just seen your reply.

Cheers, Ian

Re: Google Nest Wifi Point Still Goes Offline

DennyB — Tue, 28 Feb 2023 01:20:47 GMT

Isn't IPv6 necessary?

Re: Google Nest Wifi Point Still Goes Offline

AbigailF — Tue, 28 Feb 2023 02:01:46 GMT

Hey everyone,

@IanJamesOz, we appreciate your reply. I’ll keep this thread open to give you time to update us. You can also let us know if you have additional questions.

@DennyB, in most cases it is necessary but we sometimes disable it as a troubleshooting step. It helps us isolate the issue better.

Best,
Abi

Re: Google Nest Wifi Point Still Goes Offline

DennyB — Tue, 28 Feb 2023 05:00:23 GMT

Got it. And interestingly, IPv6 is off. I didn't change it, so I assume it has been off all along.

Re: Google Nest Wifi Point Still Goes Offline

Ozzmike — Tue, 28 Feb 2023 05:51:17 GMT

IPv6 has been off along for me too, I haven't had an issue in a week or two though.

Re: Google Nest Wifi Point Still Goes Offline

DennyB — Wed, 01 Mar 2023 02:38:15 GMT

I have 1 base router and 2 points. This evening, one point (light load) went offline and the other (streaming video) was essentially useless and Home reported it had a "weak" connection. IPv6 is off, and has been throughout this exercise. The three units have not been moved nor has anything near them been moved, there have been no power hiccups, there was no unusual activity that I know of, and I don't know of any unusual RF emission in the neighborhood -- no amateur radio antennas. None of the units is near a microwave or other RF source.

When the problems arose, I ran an Internet speed test in Home, which reported 600+ Mbps download from Comcast. I then ran a mesh test a couple of times and it again reported the same: one offline and one "weak." I then unplugged power from each of the points and plugged them back in. In a few minutes, Home reported "Great connection" and everything was fine. This is the first time both of the points have experienced a problem at the same time.

Re: Google Nest Wifi Point Still Goes Offline

AbigailF — Wed, 01 Mar 2023 22:26:00 GMT

Hi everyone,

Could you try to toggle Cloud Services and Wifi Usage off and on from the Privacy settings? After that, restart your network. Check if it helps. I'll wait for your update.

Regards,
Abi

Re: Google Nest Wifi Point Still Goes Offline

IanJamesOz — Thu, 02 Mar 2023 06:46:02 GMT

Hi Abi,

☹️😭😖The news is not good! I turned off IPv6 in the network settings as recommended. A few days later and the Nest Wifi Point is offline again.

What's the next step to fix (or diagnose) the problem?

Ian

Re: Google Nest Wifi Point Still Goes Offline

IanJamesOz — Thu, 02 Mar 2023 11:44:28 GMT

Hi Abi,

I've opened the Google Home app, selected Settings then selected Privacy, and cannot find either Cloud Services or Wifi Usage. Can you please advise where these settings are located.

Cheers, Ian

Re: Google Nest Wifi Point Still Goes Offline

IanJamesOz — Thu, 02 Mar 2023 11:57:09 GMT

Hi again Abi,

I had another look for Cloud Services and Wifi Usage and found them under Wifi / Settings icon / Privacy and toggled them off/on as requested. I'll restart the network and let you know what if/when the Wifi Point goes offline.

Cheers, Ian

Re: Google Nest Wifi Point Still Goes Offline

DennyB — Thu, 02 Mar 2023 17:26:01 GMT

AbigailF --

Thanks for the suggestion -- and thanks to IanJamesOz for finding where the Cloud Services and WiFi Usage settings are. I have taken those actions, and we'll see how it goes. It may be a while, though. Sometimes the interval between failures is only a day or two, but sometimes it's a week or two. If nothing happens after a couple of weeks, we'll declare a tentative victory.

-- Denny