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Can’t connect nest point to nest router

Kucrit
Community Member

Hi all,

 

I just bought nest router+2 nest points pack recently and tried to setup them. In summary, nest router setup successfully (I can connect my device to the wifi provided by the router, even though I always got built-in speed test failed from the Home App).

 

Problem came when I try to add nest point (goal is to have a nice mesh wifi). 1st point of failure is at the step “Connecting to wifi”.

638013D9-3CCA-46FD-8DCB-E32515B03FED.png

This one is easy to fix, just need to “Try Again” and then it will be connected (weird thing is it’s always  failed on the first attempt of “connecting wifi”).


2nd point of failure is stuck (got timeout error message) at the step “waiting for the final bits of setup to complete”. 

3B849197-3585-4B3A-91D7-94E01BB59B04.png

E3C1482D-0435-4A02-A1DA-6713AFB2DDFB.png


After I got this timeout error message, I can only click “Done” (even though it’s not done). 


FYI, I had done all the suggestion given in other post (plug the cable, wait for 5 mins, turn off the cloud services, wait for 30s, etc.)

I think I need help on next step, how to debug this so we will know for sure what is the root cause. Or maybe any other suggestion?

 


Really appreciate your help, since I’m a bit frustrated with this. Thanks!

 

 

1 Recommended Answer

Kucrit
Community Member

Went there just now to that link (google support), and they asked me to retry again… so I thought let’s give it a try again (after months of doing nothing because there was no clue at all)… and suddenly it’s ok now… it’s all working… so I suggest to everyone here to retry now… google might have done something on the backend side to make it work now…

View Recommended Answer in original post

29 REPLIES 29

Arniem44
Community Member

Did you ever get an answer or solve the problem. I have the same issue except I get a message that counld not communicate with the device. 

Kucrit
Community Member

No answer / solution so far. It feels like wasting my money to buy a single router with a wifi mesh (1 router + 2 points) price. I suspect something related to my isp, but I don’t know how to check and prove it. Looks like nothing much also from community. If you somehow solve it in the future, please kindly post it here (if this thread not closed yet)

Nas
Community Member

Same issue exactly. I’ve bought the router from a different country than where i bought the nest points and I’m now suspecting that they are not compatible. 

Kucrit
Community Member

I bought the 1 router + 2 points package, so I expect it should came from the same country. However since I bought it from local e-commerce website here, I suspect the package is not from my country, so compatibility issue might be there (I don’t know how to check it though)

Schlick
Community Member

I have the same issue and will probably be switching to a different mesh wifi system because of it

Kucrit
Community Member

While I’m still trying to give it a shot (that’s why I posted a question in this forum to get help from the expert in the community), after some time if there is no result or answer on this thread, I might switch to a different mesh wifi system as well.

Schlick
Community Member

I have a solution for this after talking on the phone with google support. You'll need an ethernet cable.

Plug in your extender wifi points near the original wifi point.

Connect the ethernet cable from grey arrow on original wifi point to green globe on extender.

On your device with the google home app, connect to the wifi network of the extender device (setupXXXXX or something like that).

Then check if you have internet on that device.

Then run the setup of the extender point again.

This got it setup for me.

There is no ethernet point on a nest wifi point.  I have that same error still.

We all still waiting for answer from google nest expert, I suppose

Kucrit
Community Member

Not really sure what you mean by “extender wifi points” and “original wifi point”… is it possible for you to rewrite your post using term “google nest wifi router”, “google nest wifi point” and “other router” so everyone can understand which device you are referring to?

Ribrahim
Community Member

I have the same exactly issue with my new NEST WIFI .. failed while adding the WIFI POINT, tried with different ISP provider everything smooth the first time, I think NEST WIFI POINT requiring some TCP/UDP port open from the ISP during setup but I don't know what, looking forward to NEST WIFI expert to explain this 

Kucrit
Community Member

Cool… if it’s working for 1 isp and not working for the others (within the same country), then most likely what you suspect is true. But still, let’s wait for Google Nest expert to answer/explain this

brentkassing
Community Member

Regarding the second set of errors on finishing up bits, I was able to get mine to work by reseting my nest router and starting all over.  Prior to that I tried a variety of other options presented by google support.  After I reset my router, I added the nest point which wouldn't connect first and then did my others.

Unfortunately for me, I reset my Google Nest and starting all over several times and still didn’t work. My closest guess is the same as what @Ribrahim mentioned above

Google suggested trying a different device to use to set it up too.  I used my iPhone and iPad; both didn't work.  I didn't have to use my last resort which was returning it to Costco 

I use iphone and google nexus for setup, both didn’t work

Ribrahim
Community Member

same with me, used 2 different phones .still the same, failed on the last part "connect to wifi", tried both point same result. I check with my ISP they told me they block DNS access other than theirs, tried follow their suggestion set custom DNS (point their DNS) on nest router, still failed adding the second and third nest point, based on this I think nest required certain DNS port to be open, but don't know which one.

Kucrit
Community Member

It’s a pity that the knowledge / information about this can’t be found anywhere. 

Ribrahim
Community Member

It's really is a pain, I can't go back to my ISP without knowing further .. I may need to drop my brand new NEST (set of 3)  what a waste.

Kucrit
Community Member

Yup, I’ll also do this as a last resort

Jeff
Community Specialist
Community Specialist

Hey, everyone.

I know this hasn't seen much action for a while, but I wanted to check in and see if anyone here was still dealing with the same issues. If people in here are still seeing the same problems, please let me know and we can look into your situations a bit more closely.

Thanks.

Kucrit
Community Member

Still the same

Jeff
Community Specialist
Community Specialist

Hey, Kucrit.

Would you mind answering some questions to help me narrow in on your issues?

  • Are you doing setup on an iOS or Android device?
  • Do you have your points all in the same room with the router during setup, or are they placed where they will be used?
  • Which failure point in the process is most common for you to see?'

I know this has to be frustrating and you've been dealing with it for a while, so hopefully we can sort this out quickly.

Thanks.

Kucrit
Community Member
  • Are you doing setup on an iOS or Android device? I did both, both are failed.
  • Do you have your points all in the same room with the router during setup, or are they placed where they will be used? Same room.
  • Which failure point in the process is most common for you to see? You might want to read my initial post. Let me know if my initial post is not clear enough.

Jeff
Community Specialist
Community Specialist

Hey, Kucrit.

I didn't see the text under your first image. Thanks for pointing that out. One last question before we dive in, have you already spoken directly at any point and had them verify country compatibility? You can reach them by chat or phone here: https://bit.ly/3o1aRK5.

If you have already spoken with support directly, let me know.

Thanks.

Kucrit
Community Member

Went there just now to that link (google support), and they asked me to retry again… so I thought let’s give it a try again (after months of doing nothing because there was no clue at all)… and suddenly it’s ok now… it’s all working… so I suggest to everyone here to retry now… google might have done something on the backend side to make it work now…

Jeff
Community Specialist
Community Specialist

Good news, Kucrit! I'm happy to hear you got it working. There have been a few updates and it's possible one of them straightened it out for you.

Jeff
Community Specialist
Community Specialist

Hi, everyone.
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.

Jeff
Community Specialist
Community Specialist

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks