Google Home App fails to load Wi-Fi devices

[abellaj]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community.  You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community. 

Original Poster:Martin Dräxler

I have 4 (non-Nest) Google Wifi pucks set up and ~40 devices in the network.

Around 8 out of 10 times whenever I enter the "Wi-Fi" section of the Google Home app the app tries to load the list of devices and fails with the message "Can't connect to your network..." (see screenshot) The other 2 out of 10 times the list of devices loads properly and I can use the app as usual.

I have already tried a factory reset of the network, but it did not fix the issue (maybe before it failed 9,5 times out of 10...).

The primary wifi point is running directly behind the modem with PPPoE and the three additional points are connected wired via an unmanaged switch.

Any other recommendations or ideas? Did anyone have similar issues?

[Jeff]

Hi, Martin Draxler.

Sorry for the inconsistent performance you're seeing from the Home app. I imagine it's quite frustrating to get results that are so unreliable. Also, I see you've gone ahead and tried troubleshooting a few things on your own. Thanks for letting me know what you have already tried and for including that screenshot. I think your issue might be related to cloud services rather than within your network hardware or setup. I'm going to include the steps for resetting your cloud service connection.

Open the Google Home app.

1. Tap the WiFi icon.

2. Tap Settings.

3. Select Privacy settings.

4. Toggle Nest WiFi cloud services OFF and wait for 30 seconds, then back ON.

Once done, close the Home app and perform a full network restart to ensure that the new settings are in place. To do this, I would recommend doing a power cycle on your network.

1. Disconnect the power adapter and the Ethernet cable from the Nest WiFi router.

2. Disconnect the power adapter from the Nest WiFi points.

3. Disconnect the power adapter from the modem. Allow all devices to stay disconnected from the power for 5 minutes.

4. Connect the power back to the modem only and wait for it to fully back up. All lights should be lit up before moving to the next step.

5. After the modem is back online, connect the Ethernet cable back to Nest WiFi router's WAN port (globe symbol port).

6. Connect the power back to the Nest WiFi router and to the Nest WiFi points. Wait until they're all fully back on.

After going through these steps, see if it clears up the issues with devices disappearing on you. If you're still having problems, please come back and let me know.

Thanks.

[Jeff]

Hey, Martin.

I just wanted to check in real fast to see if you saw my reply and to check and see if there's anything else I can do for you.

Thanks.

[Jeff]

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