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1 of our WiFi points was factory reset. Now it fails to connect when adding it as new device

rgaila
Community Specialist
Community Specialist

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:j tats 

Our system suddenly showed “weak signal” so we followed suggestions from this community:

First we reset one of the points to factory, but no success. Then we reset the entire system by unplugging WiFi points, and router then plugging all back again one by one.  That seemed to work great for all points EXCEPT for the factory reset one.  Now we can’t get that one to connect.  What do we do?
1 Recommended Answer

rgaila
Community Specialist
Community Specialist
Hey there j tats, 
Sorry for the late response, but I wanted to hop in here to help. I understand that it can be confusing when a device isn't working as expected, but I'm happy to help. 
 
For this case, there can be a lot possible reasons why this type of setup issue happens. In most cases, it can be due to some restriction coming from an upstream device or by having a Double NAT in the network. This happens if you're using a 'modem+router combo' or has a separate 'upstream router' connected to your Google Nest Wifi. A firewall/security feature from an upstream router would most likely blocks or causing a restriction within the communication between the Google Nest Wifi network and the Google Cloud server resulting to some connection issues on the network.
 
If you have a 'separate upstream router', we highly suggest to just disconnect it from the network and connect your main Google Nest Wifi router directly to the modem. Otherwise if you're using a 'modem+router combo' device, here are some workarounds you can do to avoid having a Double NAT in the network.
  • Turn any security/firewall settings down/off on the modem+router device.
  • Set a DMZ on the modem+router device.
  • If possible, bridge the upstream router.
  • Disable the wireless of the modem+router device.
If you’re not sure how to do it, you can contact either your ISP or the Modem/router manufacturer for better assistance.
 
If the above scenario does not apply to your case, check out these few things to consider before you can try adding your Google Nest Wifi point on the network.
 
Check if the Google Nest Wifi point is on the 'ready to setup status' and is showing a slow pulsing white light. If not, then you may need to manually reset the device. -> Factory reset Google Wifi devices - kindly go to Factory reset your router or point with the factory reset button on your device section and select Google Nest Wifi point to view steps on how to manually reset your Wifi point. Once your Nest Wifi point is in the 'ready to setup mode', then kindly see these few things I have listed below before you can start the setup.
  1. Ensure 'Location Services' and 'Bluetooth' are both turned ON on 'device/phone' you're using. Turn OFF mobile/cell data, if possible.
  2. Make sure to 'connect' the 'device/phone' you're using' - to your Google Nest Wifi network.
  3. Open the app, proceed adding your Wifi point to the network. -> 
    Set up Google Nest Wifi - (go to Add a point or an additional router section).
  4. If the app prompted you to the same message, force close it and do a full network restart. Here's how to do it properly.
  • Disconnect the power cable and Ethernet cable from the Google Nest Wifi router.
  • Disconnect the power cable from the  Google Nest Wifi point.
  • Disconnect the power cable from the modem.
  • Allow the power to stay disconnected from all for 5 minutes.
  • Connect the power back to the modem only and wait for it to fully boot back up.
  • All lights should be lit up before moving to the next step.
  • After the modem is back online, connect the Ethernet cable back to the Google Nest Wifi router's WAN port (globe symbol).
  • Connect the power cable back to Google Nest Wifi router/Nest Wifi point.
  • Allow the all devices to be fully back on.
Make sure to connect the 'device/phone you're using'- to your 'Google Nest Wifi network'.
Once done, re-open the app and try connecting/adding your Nest Wifi point again.
 
Please let me know if you have any further questions or concerns as I'm happy to help.
 
-From Garrett DS, Community Specialist.

View Recommended Answer in original post

24 REPLIES 24

rgaila
Community Specialist
Community Specialist
Hey there j tats, 
Sorry for the late response, but I wanted to hop in here to help. I understand that it can be confusing when a device isn't working as expected, but I'm happy to help. 
 
For this case, there can be a lot possible reasons why this type of setup issue happens. In most cases, it can be due to some restriction coming from an upstream device or by having a Double NAT in the network. This happens if you're using a 'modem+router combo' or has a separate 'upstream router' connected to your Google Nest Wifi. A firewall/security feature from an upstream router would most likely blocks or causing a restriction within the communication between the Google Nest Wifi network and the Google Cloud server resulting to some connection issues on the network.
 
If you have a 'separate upstream router', we highly suggest to just disconnect it from the network and connect your main Google Nest Wifi router directly to the modem. Otherwise if you're using a 'modem+router combo' device, here are some workarounds you can do to avoid having a Double NAT in the network.
  • Turn any security/firewall settings down/off on the modem+router device.
  • Set a DMZ on the modem+router device.
  • If possible, bridge the upstream router.
  • Disable the wireless of the modem+router device.
If you’re not sure how to do it, you can contact either your ISP or the Modem/router manufacturer for better assistance.
 
If the above scenario does not apply to your case, check out these few things to consider before you can try adding your Google Nest Wifi point on the network.
 
Check if the Google Nest Wifi point is on the 'ready to setup status' and is showing a slow pulsing white light. If not, then you may need to manually reset the device. -> Factory reset Google Wifi devices - kindly go to Factory reset your router or point with the factory reset button on your device section and select Google Nest Wifi point to view steps on how to manually reset your Wifi point. Once your Nest Wifi point is in the 'ready to setup mode', then kindly see these few things I have listed below before you can start the setup.
  1. Ensure 'Location Services' and 'Bluetooth' are both turned ON on 'device/phone' you're using. Turn OFF mobile/cell data, if possible.
  2. Make sure to 'connect' the 'device/phone' you're using' - to your Google Nest Wifi network.
  3. Open the app, proceed adding your Wifi point to the network. -> 
    Set up Google Nest Wifi - (go to Add a point or an additional router section).
  4. If the app prompted you to the same message, force close it and do a full network restart. Here's how to do it properly.
  • Disconnect the power cable and Ethernet cable from the Google Nest Wifi router.
  • Disconnect the power cable from the  Google Nest Wifi point.
  • Disconnect the power cable from the modem.
  • Allow the power to stay disconnected from all for 5 minutes.
  • Connect the power back to the modem only and wait for it to fully boot back up.
  • All lights should be lit up before moving to the next step.
  • After the modem is back online, connect the Ethernet cable back to the Google Nest Wifi router's WAN port (globe symbol).
  • Connect the power cable back to Google Nest Wifi router/Nest Wifi point.
  • Allow the all devices to be fully back on.
Make sure to connect the 'device/phone you're using'- to your 'Google Nest Wifi network'.
Once done, re-open the app and try connecting/adding your Nest Wifi point again.
 
Please let me know if you have any further questions or concerns as I'm happy to help.
 
-From Garrett DS, Community Specialist.

DaveAA
Community Member

Hello! I am having a similar problem with the setup of a Nest Wifi router, not a point. I get a "something went wrong" error with no further detail, and it won't make a network. Nest Wifi support has been worthless. I have factory reset everything, including the modem. Deleted the old "home" in the app. Tried turning off and on the Bluetooth, wifi, reinstalled the home app, this that and the other. Any insight would be greatly appreciated!

Obediah
Community Member

Similar situation here…Home app treats every Google WiFi device I attempt to add to an existing Nest WiFi network as another router and asks if Home can join it. Not surprisingly, the process fails at that point. Have tried none of the many trouble-shooting recs from the web failed, including using a wired connection between the router & node & factory resets (on all devices). I have 4 Google WiFi devices to use as nodes and get the same result with each. I’m sure there must be a solution, but I haven’t found it yet.  

wameson
Community Member

I'm in the same situation trying to add Google wifi devices as nodes to Nest Wifi network. Let me know if you have found the solution.

Jeff
Community Specialist
Community Specialist

Hey, everyone.

I wanted to jump in real fast to check in real fast to see who was still having an issue with this. It looks like some people are getting it figured out and the talk is slowing, but I want to make sure we work with anyone that still needs help. If you're still seeing issues with this, please let me know.

Thanks.

DaveAA
Community Member

Mine never worked, and Google support told me it was bricked.

Jeff
Community Specialist
Community Specialist

Hi, DaveAA.

Were you able to get a resolution from support? What steps did you take with them after being told it was non-functional?

Thanks.

DaveAA
Community Member

Support walked me through all kinds of things. Hard factory resets, uninstalling and reinstalling the home app, removing the "home" from the home app and starting fresh, trying to set up the device with a different device, a different version of android, a device using the home app on IOS, getting the ISP to "reset" the modem, trying different ports on the modem, trying a different modem, using a different router as a switch to send the signal to the nest wifi router, tried setting up the nest wifi router on a different network. You name it. Eventually they told me they would replace it, but it was out of warranty, and therefore they weren't going to give me anything else to try.

We need easier quicker solution admin reset the enterety of matrix please #solicitationsent #justneed10minut

Jeff
Community Specialist
Community Specialist

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

Hi Jeff, how do we get the firmware to update if we can’t connect the device to the internet? Or maybe I’m missing something. I’m having this issue as well with modem/router combo after wifi settings vanished from my google home app. It’s unclear if that’s a separate part of the issue (also noted elsewhere online with no real solutions), but is also inconvenient for setup as I can’t configure options till my network is set up

Cdenn1993
Community Member

Commenting to track for the end of April

I have 3 devices now in two separate homes are not able to be connected.  They "self selected" off of our network - turning orange.  I had to manually reset them to get them back to flashing blue and discoverable - but all 3 of them cannot be connected to the networks they were part of.  How do I get the firmware update applied these?

Still nothing solid to help those experiencing this issue, which seems to be a common issue. Add my name to the list. Recently my WIFI has been intermittent, but after rebooting the router it usually returns steady for about a week, until another reset is required. This time nothing has worked, which led me to a factory reset, and now the router is found, but will not connect to internet. Any suggestions? I have deleted and reset everything multiple times for the last 6 hours, no luck!

Zi1
Community Member

No. It didn’t work. Thanks for nothing. Adding a third Wi-Fi point is a lie. 

Googlewifisucks
Community Member

I have the same issue google wifi point wont connect to the internet after a factory reset 

The access point connected to the router hardwired out stopped working. The WiFi was still working and the mesh still worked. I reset all three points and hardwired a different point to the modem. The original modem now cannot be added to the network.  I have tried multiple times and it cannot be discovered. 

Glencon1188
Community Member

Having the exact issue. Ordered an extra node to add to the system, and it tries to join the wifi and the connection always fails… I have reset the whole system, deleted the home/app entirely, switched the nodes around and in the end, it never lets me connect the fourth point. Any suggestions?

Using an android phone was the only solution that worked for me i got nothing else 

wameson
Community Member

I finally got it to connect. The trick is putting the point not too far not too close to main router. Between 4 ft and 12 ft. No need to hardwire the point using cable. 

idiotrunner
Community Member

I am having real difficulty adding back a google wifi nest after a reset.  Google home wants to “join wifi network”.  Is there any solution to this other than buying a new nest?  

rodrik
Community Member

is there a solution for this issue then? 

DaveAA
Community Member

If you are out of warranty, the solution appears to be to go buy a new one.

Glencon1188
Community Member

I ordered my fourth one on Amazon, so I swapped it out as "deficient" but I encountered the exact same issue with the new mesh point... I have reorganized my layout to utilize only three nodes but it is not ideal.