How can I connect the Google Home App to my google wifi when the Home app can't find any devices?

[garyhovey]

We have Xfinity internet service and have an Xfinity router at the house with Google wifi. Since the change from the Google Wifi app to the Google Home app our wifi across the house has diminished and I can't get the Home app to discover/find any of the Google wifi devices. This means I have zero control or connection to the google wifi  system. How do I get the Home App to discover the Google wifi devices?

[Mikered79]

I’m having the same problem - when in the Google home app, it sees the neat router but won’t load the QR scan prompt; the screen goes black after the wheel rotates for a second or ao

[Fishies]

Ours also ! We added new Xfinity Router and nest Wi-Fi at same time and has been a wreck! We can't get all the mini, to connect 3 outlets and Wifi isn't any better with the Nest Router 

[Jeff]

Hey, everyone.

Sorry for the issues you're having with the Home app seeing your devices or network. I imagine that's been frustrating to deal with. This is actually a known issue that we're working on internally and we're hoping to have a fix to share soon. In the meantime, some users are finding some success after resetting their cloud service connection. Instructions for that are below.

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 anything has improved for you. If you're still having issues, please come back and let me know. Thanks.

[Jeff]

Hi, all.

I just wanted to check in real quickly to see if we were able to sort this one out or if there's anything else I can do for you here. If so, please let me know and I'll be happy to continue helping.

Thanks!

[garyhovey]

Thanks for checking in Jeff, no resolution has been found yet and the issue continues. To be clear my xfinity Wifi is working as are to Google Wifi discs (or whatever they’re called) but the Google Home app will not find any of the devices which means I can’t manage the Wifi with the Home app.

[Jeff]

Hey, garyhovey.

Thanks for the update. So the Home app is actually experiencing a bug that's affecting some users right now. It is something that our internal teams are aware of and are working on. I do have a question, however. Are you running your network in bridge mode by any chance? Being in bridge mode can limit access to settings in the Home app.

For those with similar issues, I will keep things updated as I learn more. Thanks.

[Jeff]

Hey, all.

As we have multiple threads on this issue floating about and this one has tailed off in replies, I'm going to go ahead and close the thread. I'll keep the community updated as fixes or new information become available. If you experience the issue, feel free to join in on any of the other threads or start up a new thread to get some 1-on-1 support. Again, I'm sorry for the frustration this is causing, but we hope to have more info soon.

Thanks.