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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

100 REPLIES 100

FigmentRules
Community Member

Exact same experience here. 

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

I'm seeing the same issue.  Tried everything except a factory reset.  It seems the whole wifi network goes down, at least what's reported in Google Home.

Hi rosielarose,

 

Thanks for the update and for doing the steps. I suggest you factory reset your network since the other steps did not resolve your issue.

 

Keep us posted.

 

Best,

Mel

This does not work

Followed these steps exactly. Turned off IPv6, set custom DNS to google servers 8.8.8.8 and 8.8.4.4 still having dropouts. Factory reset network -- still the same issues. 

 

GOOGLE has to fix this with a new firmware update

Jhonleanmel
Community Specialist
Community Specialist

Hi there,

@Store934 and @mzanette, thanks for reaching out and 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?

Thanks,
Mel

Done. Form is filled out. Just as an FYI I've reset my nest WiFi to factory settings at least 3 times since Thursday.  Also created a brand new Home in Google home just for kicks and assigned the network there. Still an issue as of this morning 

Jhonleanmel
Community Specialist
Community Specialist

Hey there,

 

@mzanette, 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. 

To all, if you're still having issues after trying the suggested steps above, could you fill out this form with your email and Community username?

 

Best,

Mel

Well, my issue came back so I submitted officially through the form.  Since we work from home, the solution seems to be that is time to replace Google Nest Wi-Fi.

Way off the mark, bought from googly store same problem.

DNS is about looking up a name and resolving, this is wifi just dropping off specifically google devices. Windows devices, Mac os, other web enabled devices fine just google devices. Even Android tv runs slow or drops off

Hi,

Thanks for leading me on the path of solving my own issue, posted in https://www.googlenestcommunity.com/t5/Nest-Wifi/Our-Geneva-Decon-continuously-disconnects-from-the-... . Disabling IPv6 and setting DNS to 9.9.9.9 on primary and 8.8.8.8 on secondary has so far yielded the best results. Although I am still experiensing disconnects they are not as frequent as before. Do you have any date for an update that will address this issue?

I have also filled the support form a couple of days ago, but have not heard anything yet.

vk15220
Community Member

I am experiencing same issue. Please post the permanent solution if anyone finds.

Jhonleanmel
Community Specialist
Community Specialist

Hi vk15220,

 

Have you had the chance to try the suggested steps provided above? if so, how was it?

 

Best, 
Mel

rob772
Community Member

My permanent solution is to purchase a new (completely different manufacturers) router... Drop outs causing devices to go offline is unacceptable 

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

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

 

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.