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Family Wifi issues

mdd125
Community Member

I am using both a Pixel 3a and an Acer chromebook, both fully updated.  In the google home app, I had set up the family wifi, and a device group for my children's chromebooks.  Recently when I click on the family wifi link in the home app it states "We cannot get your Family Wi-Fi information. Please back out of this section and enter again."  I have gone as far as deleting the Home app and reloading it, but nothing has changed the message is the same.  Is there a fix for this? 

14 REPLIES 14

GarrettDS
Community Specialist
Community Specialist

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that this can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? I would also suggest reviewing this article to see if that helps you with the problem you're experiencing. 

Please let me know.

Best regards,
Garrett DS

mdd125
Community Member

Yes I am still experiencing the issue as described.  The article is good, but I renamed all the devices when I set up the group in order to make them easier to identify.  The issue isn't with the names.  The error in the home app simply tells me something is wrong and it can't find my family wi-fi group, and to try exiting the app and re-entering.

Any help would be appreciated.

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Thanks for the information and apologies for the long delay in our response. We have sent this information to our engineering team and they are investigating this. 
They wanted me to follow up to see if you have tried doing a full factory reset and resetting the family wifi again. 

Also wanted to know if you had a case ID from support that we could use to review this further. 

I look forward to hearing from you. 


Best regards, 

Garrett DS

mdd125
Community Member
Garrett,
 
Thanks for getting back to me and no worries on the delay.  It is not a mission critical issue.
You will have to excuse my technical ignorance, but I don't know how I would factory reset the family wi-fi.  Maybe we are talking 2 different issues/devices.  I am strictly talking about the family wi-fi capability within the google home app.  I use that capability to create groups of devices, specifically children's devices, so I can create schedules for their internet access.  With the family wi-fi portion of the app not working, I am not able to adjust the schedules the devices are on.  I also have the google wi-fi mesh points.  Do you think that factory resetting those points will affect the google home app operations?
 
I am at work presently and don't have my phone with me.  When I get home I will send you a screenshot of the the error message that I get.
 
I do not have a case ID, as I have not gone directly to google support.  I thought I would try to solve the issue through the forums first.
 
Again, thanks for your help.

GarrettDS
Community Specialist
Community Specialist

Hey there mdd125, 

Happy New Year, and apologies for the late response while our team looked into this. They advised me that it would be best for you to reach out to our customer support directly so that they can properly investigate the issue. 

 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey Bigdoctor,

Thanks for the information. Since you've tried those troubleshooting steps, as stated previously, our engineering team suggests for you to reach out to our customer support directly so that they can look into the issue further. 

Please let me know if you have any other questions. 

Best regards, 

Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Best regards,
Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to hop in here to see if we still needed help on this. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

Still an issue. The app is not working properly. Family wifi gives an error message.

GarrettDS
Community Specialist
Community Specialist

Hi Bigdoctor, 

Would you mind letting me know what troubleshooting steps you've tried? Have you tried uninstalling and reinstalling the app? Clearing the cache from the app?

 

Please try those things and report back. 


Best regards, 

Garrett DS

Thank you.

 
I have deleted the app and reinstalled it.
 
I have deleted data and cleared cache.
 
I tried to sign it with a different account.
 
I have reset my nest router and mesh
 
These are the steps I have tried and nothing seems to work.
 
Thanks

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just checking in to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

GarrettDS
Community Specialist
Community Specialist

Hey folks,
It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Garrett DS
 

Bigdoctor
Community Member

I am experiencing the same.problem. I think it is a problem with the app. When I try to access the family wifi under the  home app I get the error message.