AP's are disconnecting

[claushansendk]

I have a Nest router + 4 AP's in mesh network.

It has worked perfectly for about a year, but now I start to experience periodically disconnect of a single AP.

It happens randomly between the 4 AP's. It simply disconnects, and after 3-4 days it reconnects by it self.

Because I used them as speakers in each room, there is only 3-4 meters between them, and Mesh-test shows perfect connectivity.

I did not do any changes to the network, and I didn't add any devices.

Google Home provides as good as no logs or anything useful for troubleshooting the root cause.

Any ideas ?

[Donut]

I think they did a firmware update because this happens almost every single time they push out a new one.

[claushansendk]

Are planned updates annouced somewhere ?

would be nice to know and be able to delay or at least plan for it ….

[AbigailF]

Hi folks,

Thanks for posting and I’m sorry to hear about your issue. Please keep your Google Wifi unplugged for a few hours, then try the steps below:
 

1. Press and hold the factory reset button for 10 seconds. The light will flash orange, then turn solid blue. When the light is solid blue, release the button.
2. The reset process will start, which can take up to 10 minutes. Don't unplug the power cord during this process.
3. When the factory reset is complete, the light will change from solid blue to pulsing blue to indicate it's ready for setup.
4. After the device has been reset, the device will still appear in the Google Home or Google Wifi app. To remove the device and your previous network, follow the instructions for app factory reset.
5. Try setting it up again via your Google Home app.

Let me know if you’re able to set it up this time. I’ll wait for your update.
 

Thanks,

Abi

[Dan_A]

Hey there,

I'm chiming in to ensure you've got the answer you're looking for. Feel free to let us know if you have more questions about this.

Best,

Dan

[Dan_A]

Hello again,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.
 

Cheers,

Dan

[claushansendk]

I asked for diagnostics on why the issue reoccurs periodically, not a simple powercycle.

My installation is remote so i depend on it being stable, and I am missing logs with information about why it is disconnecting.

[Dan_A]

Hi claushansendk,

Apologies for the delayed response. Just so we’re on the same page, what page are you referring to when checking the missing logs? Is it through the Google Home app or the diagnostic/status report.
 

Looking forward to your response.
 

Best,

Dan

[Jenelyn_O]

Hi there,

Chiming in — I wanted to follow up if you still need help. Please let me know if you’re still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks for your help, Dan.

Regards,

Jenelyn

[claushansendk]

My question is WHERE to find useful logs. The app and the diagnostic does not show any details about what is going on in the AP before is just disappear 

[LovelyM]

Hello claushansendk, 

This certainly hasn't been easy on you. Please share the Case ID number on the email sent by Google Support to you so we can continue with the troubleshooting steps from where you left off.

Cheers,
Lovely

[LovelyM]

Hi again claushansendk,

We want to ensure you are good to go. Please reply to this thread if you still need assistance so we can give you a helping hand.

Cheers,
Lovely

[claushansendk]

The answer is still the same.

I am looking for access to logs and debug info, as my AP’s are randomly and periodically disconnected, without any explanation.

AP’s are within 3-4 meters and the mesh network is working well. 

Google support never replied back…

I am probably going to replace the entire installation with UniFi 

[claushansendk]

The answer is still the same, but I came to the conclusion that I need to replace my Google Nest Wifi with Ubiquity....

[LovelyM]

Hey there claushansendk,

We're sad to see you go. We hope we can make it up to you in the future. Please send us a message if you change your mind and we'll be more than happy to assist.

Kind regards,
Lovely

[LovelyM]

Hi claushansendk,

Checking in should you have any concerns or questions you need help with. Let us know by replying to this thread. 

Cheers,
Lovely

[LovelyM]

Hello claushansendk,

It's been a few days since your last reply — we're going to lock the thread within 24 hours. If you have further concerns, please feel free to create a new post.

Many thanks,
Lovely