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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 ACCEPTED SOLUTION

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 solution in original post

10 REPLIES 10

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 solution in original post

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.

Googlewifisucks
Community Member

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

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.