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14150.376.32 firmware - connection drop outs

sulaimana
Community Member

It's frustrating whenever google releases updates to its mesh devices, it brings a lot of issues and it won't be fixed immediately. 14150.376.32 update was installed silently onto all my devices(nest wifi and google wifi routers). I observed connection drops very frequently, so decided to power cycle all the routers, it didnt resolve the issues. I have now done the factory reset of all devices and reinstalled the whole mesh unfortunately it has not resolved the issues. Connection dropouts, routers going offline on the android app, but white steady connection light on the routers. awful devices. I have invested quite a lot of money n time, but still no steady mesh set-up. F**** you google

1 Recommended Answer

Hey folks,

Thanks for posting — let's see what's going on. 

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices? 

Give these steps a try:
 

  1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
  2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
  3. Remove any special characters in your network name and password.
  4. Turn off IPv6.
  5. Set a custom DNS at 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
  6. Unplug the power from your Google Wifi devices for 2 minutes.
  7. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

View Recommended Answer in original post

233 REPLIES 233

blitwack
Community Member

Happened to me too. Nodes worked fine for a few weeks and starting yesterday are dropping at random.

Caz43
Community Member

This is occurring to me too. 
Did a factory reset with no luck.
Have set DNS to 1.1.1.1 and 1.0.0.1 as per customer service suggestion. Still having wifi dropouts.

Ethernet has no issues at all

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

@blitwack, have you had the chance to try the steps suggested above? If so, how was it?

@Caz43, could you try to set your DNS to 8.8.8.8 on the primary and 8.8.4.4 on the secondary server?

 

Let us know how it goes.

 

Best,

Mel

Hey Mel! 

Thanks for your message. 

I contacted my ISP today who cancelled the IPV6 on our service. This appears to have resolved all drop-outs so far. The ISP also mentioned they were aware of an issue with Nest routers and IPV6. 

This might be a fix for some others in this thread.

 

Cheers

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

 

@G00gleFool, have you had the chance to try the steps above? If so, how was it?

@Caz43, glad to hear that and thanks for getting back to us. We appreciate you sharing the steps that helped resolve your issue.

 

Best,

Mel

Just a further update on this. After turning off IPv6 on both the Nest and from the ISP side, there were still occasional drop outs.

I set the DNS to 9.9.9.9 and 1.1.1.1 a few weeks ago and have not had a single dropout since.

Jhonleanmel
Community Specialist
Community Specialist

Hi Caz43,

 

Thanks for sharing the steps that helped resolve your issue ― this helps the community a lot. 

 

To all, I suggest trying the steps provided above and check if this will also help out with your network issue.

 

Best,

Mel

I reset the nodes and everything works fine now.

My experience was that someone from Google looked at my diagnostic logs and recommended I reset my network but setup my 2nd router as my main router, and then use my old main router as my 2nd (I have 2 google nest routers not just 1 router + wifi points). Ever since I did that weeks ago I've had 0 issues. Everything works fine. 

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

We appreciate your patience and I'm glad that @mzanette and @blitwack were able to resolve their issue after factory resetting the entire network.

 

To all, please let us know if the same troubleshooting step works for you. Let us know if you're still having network drops after trying the step above.

 

Best,
Mel

Hey there,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

I have this issue now. Wifi drops out, is only 2.4ghz instead of 5ghz. Limited to approx 8mpbs instead of over 90mbps. Very frustrating.

Ethernet is perfect!

 

Form submitted 

Hi,

I'm experiencing the same issue reported by others in this thread. Every now and then my devices will lose the internet connection, however they continue to be connected to the wifi. Everything will be back up after a complete power cycle in both router and nest point. This is so frustrating.

I've completed all the steps mentioned on this thread (turned off IPv6, changed the primary and secondary DNS, Factory Reset), but unfortunately it didn't work for me. I continue to experience the issue of being connected to the wifi, but not to the internet 3-4 times a week.

I've been using my Google Wifi Devices for almost 3 years, and I don't remember restarting it because of any issues until it got updated to the software version 14150.376.32.

(I've just submitted the form mentioned in the previous post)

G00gleFool
Community Member

I too am a fool for buying and trusting Google to actually develop products that will do what they're advertising says they will do. I have had nothing but problems with all the Google minis and displays. And these Google nest routers are such a disappointment. And the support is abysmal. How can a company put out software updates that screw over customers. It happens on every single Google product I have ever used constant updates that screw things up. My Google Pixel 6 pro is absolutely horrible. I would never have bought that. If I knew the troubles it would cause. Same goes for these routers. I feel like such a fool for buying from Google right now

Store934
Community Member

Was having an issue after the update.  Entire network would go offline (wired and wireless), could not access google Home apps, even though lights looked good.  Only solution was a Nest router reboot.  Full factory reset did not work, changing DNS to 8.8.8.8 on the primary and 8.8.4.4 on the secondary seems to have brought back stability for the last few days.

I've tried various different DNS servers including Google's (8.8.8.8 and 8.8.4.4). Am now trying 9.9.9.9 as primary and 1.1.1.1 as secondary/fallback. 

 

Nothing seems to work. The only solution is for Google to release an updated firmware to address these issues 

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

 

@eddiebaretoe,  we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon.

@mzanette, thanks for trying the steps. could you check what firmware version your devices have?

 

Best,

Mel 

I checked. My routers have firmware 

14150.376.32

And the nest points show 

Software version: 1.56.315675

eddiebaretoe
Community Member

Same issue here and just submitted the form. VERY FRUSTRATING

rosielarose
Community Member

Hi folks.  So I disabled IPv6 in my upstream AT&T router so no IPv6 packets would hit the Google wifi router and it appears to have fixed the problem.  I haven't had a single disconnect in almost two days.  But agreed, Google needs to diagnose and fix the root cause on their end.

Hmm, I'm with Rogers in Canada and my modem is in bridge mode.  Is there a way to do this for me as well?

I don't know.  You'll need to check your router settings.  It's probably only relevant if using IP passthrough vs. pure bridge mode, ie. when terminating IP packets.  I'm not sure what your modem+router provided by Rogers supports.

https://www.iplocation.net/bridge-vs-passthrough

 

Jamwal
Community Member

I’m the Rogers customer in Toronto facing the same problem. I’ve disabled the ipv6 and changed the dns to 8.8.8.8. The problem is still the same. You can go to google home app and then wifi for those settings but I doubt if they help 

Cimmerian
Community Member

I'm pretty familiar w/ tech and set this up at two different houses:

  • A: 1 x AC-1304 (main router) + 1 x GJ2CQ - Added GJ2CQ
  • B: 3 x GJ2CQ (one router, two access points) - swapped TP-Link Range extender and Netgear WNDR3700v3 (no support - risky in the information age)

Setup A always has had issues despite the house not being as large or needing as much coverage, I added the GJ2CQ recently to increase performance. I heard there were random disconnects ever since they've had it and they've had it a while. I experienced this as well. It was as if the network went out for about a minute or two. Can't quite explain it. However the main issue is because of findings at B.

B. There were actually no connectivity issues here whatsoever just the range and outdated firmware. With G2JCQ I had the cable modem and the computer both hardwired. All seemed well but even on updating the firmware I noticed connectivity issues, felt that was par for the course due to firmware being updated. Then I started receiving reports of disconnects on the PC and wireless devices at random. It would happen for minutes at a time and also resulted in failed purchases.

I know there weren't any issues prior to but now there are. The cable modem is a simple cable modem with no router capability at both A and B. The ISP is Xfinity and so they do have IPv6 but I have seen at other places to not use IPv6 with Google Wifi. Honestly speaking most all other router manufacturers and even custom firmware (i.e. dd-wrt, openwrt, tomato) work fine and then about a week later stop working so not a deal breaker, important, but not a dealbreaker in this day and age.

However I can't say if it was ever working correctly, I just know this is a brand spanking new product I got, I added a point to an AC-1304 router, I did a complete setup with one main and two satellites and it's causing them grief. I understand and can 100% say these devices are way more beefy than many other devices I've used. However those other manufacturer's devices work/worked so curious if there's any deep diving I can do to help out or else I hate to say this, especially with all the nice management utilities, I may have to return these devices.

I understand the IPv6 struggle. Regardless let me know if I can help out. I'm very comfortable around a UNIX/Linux environment and TCP/IP diagnostic tools and or most anything pertaining to UNIX/Linux, I speak some CCNA stuff but not all. Can do some Quagga / FRR or Vyatta if needed.

Haven't deep dived into Google Wifi because the end users don't need that level of "drama" 🙂 but if there's ways and you think it'll help, let me know. I also have a Cisco RJ-45 to serial cable in case there's a way to enable/disable that somewhere somehow.

Thanks in advance!

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

 

@rosielarose, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

@mzanette, I suggest continuing your conversation with our support team through email to avoid confusion.

@Cimmerian, thanks for sharing your insights. If you've already tried the suggested steps above and still have issues, please fill out this form so we can take a look at what's happening.

 

Best regards,

Mel

Thanks Mel,  but I haven't received direct email from the support team as of yet.  I also have an existing issue that was opened through my Google One support and was given to a nest wifi specialist but also have not gotten any update.

In the interest of transparency if it helps, these are the responses to the above suggestions (https://www.googlenestcommunity.com/t5/Nest-Wifi/14150-376-32-firmware-connection-drop-outs/m-p/2501...) more or less:

  1. Not a modem router combo.
  2. All devices are at most one room away from another device and Google Home said the connection was Great and Good.
  3. Valid SSID by spec and valid printable ASCII characters for password.
  4. IPv6 already off.
  5. Google Wifi Router by default, defaults to Google DNS and will use ISP DNS by Google's own algorithm.
  6. I'm remote, however this has been done and they only achieved stability on their wired connection by leaving the points powered off and only having the main point (i.e. ISP + Computer) connected via wires. This however defeats the purpose of setting up a mesh network and brings us back to square one.
  7. I'm remote and the users on-site are not tech savvy enough for me to want to have them walk through the procedure and or have access to administrative controls.

I did manually assign OpenDNS servers but this was after stability was achieved by shutting down the mesh as mentioned in item 6 above.

So after weeks of being fine, my issues have returned. The wifi just randomly drops out for a minute or 2 and then comes back. This is ridiculous, I'm not troubleshooting any longer and Google's only troubleshooting tip is "factory reset your network". They don't want to push out a firmware update to actually fix the issue.

Basta.

I've had enough. Buying the Eero mesh system from Amazon and selling my google nest wifi. Thanks

mzanette
Community Member

For the record, since I switched to Quad9's DNS server (9.9.9.9) as primary and Cloudfare's 1.1.1.1 as secondary DNS, the network seems a tad more stable.  Not any dropouts last night, (also I have IPv6 turned off)

Jhonleanmel
Community Specialist
Community Specialist

Hey folk,

 

Thanks for the update. 

 

@mzanette, we appreciate your patience. I've notified our support team to send an email to you as soon as possible.

@Cimmerian, have you had the chance to fill out the form?

 

Best,

Mel

Hello Mel,

Yes - I responded earlier on. I wanted to, non-verbatim, document the information I sent here in case it would help others if a resolution is found.

Thanks!

Jhonleanmel
Community Specialist
Community Specialist

Hi Cimmerian,

 

Thanks for the update, however, we cannot see your form. I suggest filling out the form again with your Community username and email address. 

 

Best,

Mel

Anonymous
Not applicable

considering this DNS change to see fi ti helps, but do I need to check with My ISP first to ensure no conflicts?

and should we all complete the FORM linked to above in order to get support from google?

mzanette
Community Member

So, knock on wood but everything has been stable for me for 2 days now.  Not sure if there was some sort of change on Google's end with regards to the "Nest Wifi cloud services" that is on for the network.  Seems strange that it suddenly is fine.  Only thing I changed was to turn off IPv6 and use DNS 9.9.9.9 and 1.1.1.1

I'm also trying this out on two different sites, both w/ Comcast/Xfinity. We'll see how it goes. I'm using OpenDNS FamilyShield on both.

So Google support got back to me.  Had me send some router logs to them, they said they found an issue that the "mesh protocol link is broken between two nodes".  They recommended I factory reset my network, but switch which Google router I was using as my main one. (I have 2 routers..one is the router, the 2nd acts as a point).  No idea why that would make a difference (although the 2nd router is newer, but they should be identical hardware).

 

Anyway, I've done that, set the IPv6 off again, DNS to 9.9.9.9 and 1.1.1.1 and so far all has been stable for 24 hours.  No drop outs at all. 

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

 

@rob772, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

@parked_it, could you change your DNS server to 9.9.9.9 (primary) and 1.1.1.1 (secondary)?

@mzanette, I'm glad that the step provided by our support team helped fix your issue. Let us know if you have other concerns or questions ― we'd love to help.

 

Best,

Mel

Jeff
Community Specialist
Community Specialist

Hi mzanette,

 

I'm happy to see that you're seeing improved results. In many cases, users see improvement with the IPv6 changes and others with the DNS update. It could have been either or both in your case, but it's great you're back on track. Let's watch it for a few days and make sure things remain stable. If you see any new problems, please let me know.

 

Thanks,

Jeff

rob772
Community Member

Having the same issue where it drops out but never notifying so devices that don't handle interruptions well ( looking at you Hue) either significantly slow down or stop responding altogether 

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

Thanks for the help, @Jeff.

@Cimmerian, and @Store934, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

@rob772, I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?
 

Best,

Mel