All 2.4 Ghz devices ejected from Nest Pro and unable to reconnect

[txco]

For the second time in 2 months, all my 2.4 Ghz devices were disconnected from WiFi and unable to reconnect until I rebooted the entire network.

I did look at my wifi diag app and the SSID was being broadcasted normally.  

No other diagnostics available thanks to Google.

I submitted a feedback, which always feels like a waste of time.

The first time this happened after leaving town, and while on the road all my cameras and security suddenly goes offline, causing a small panic.  Luckily I was able to reboot everything using the home app, or I might've been forced to turn around because one camera was monitoring the dog until a dog sitter arrived later in the day, and my garage door was in a concerning status.

It seems that one shouldn't be concerned that the basic functionality of the Nest Pro is working properly. 

Is reliability a priority for this product?  It's highly unclear.

Version 1.63.327820

[Hiker]

Tried to connect to WiFi for days after I changed the router nothing works I have read online and I need to talk to a live person at Google Nest but can’t find a phone number or email for any help 

please help if u know any google contacts 

thanks David Coffman 

[AbigailF]

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:

• If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
• 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.
• Remove any special characters in your network name and password.
• Turn off IPv6.
• Change your DNS server into 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.
• Unplug the power from your Google Wifi devices for 2 minutes. You may skip this part if you've done it already.
• If the issue persists, try factory resetting your network. Take note that this will delete all network data.

Let us know how it goes.

Best,
Abi

[txco]

This happened again a few days ago.

The number of devices was probably around 10, consisting of cameras, doorbells, garage door sensor, smart outlets.   The one thing they have in common is 2.4 Ghz only.

It should be very clearly stated that none of those suggestions should fix what has happened.  The devices failed during the Wifi connection process.   Somewhere between Hello and Connected  (only God knows since Google hides all diagnostics).

Also, those suggestions imply that the Nest Pro is incapable of basic functionality.  Is IPv6 broken?  Does DNS not work unless it's set to Google's DNS server?   

Factory resetting is not a respectable solution unless there is a reason for it, which none has been given.   When I reboot all the devices, the network returns to normal, until it decides to kick half my devices off it.  

I'm assuming Google has no useful support methods, other than here?

[Jeff]

Hey txco,

I can definitely see how your 2.4GHz devices dropping out randomly would be a huge disruption to your day. I also understand your hesitancy to try some of the recommended steps as they feel unrelated, but once you have given them a try, it rules out different branches of troubleshooting from there. There are lots of factors that can cause disruptions. Let me know if you have been able to try the custom DNS and disabling IPv6 and we'll pick up from there.

Thanks,
Jeff

[txco]

Custom DNS and ipv6 are already set/disabled, respectively.   

The only other interesting thing about the configuration is I'm doing Ethernet backhaul on the two remote points.  I also use a 10.0.0.0/22 network.  (Which I  carried over from the Google WiFi network I previously used, and which was stable and reliable.)

This happened again a couple nights ago.   

A reboot of the entire network again allowed the 2.4Ghz devices to reconnect.

[LovelyM]

Hello txco, 

Appreciate the details. Sorry about this experience. Since you've already restarted your entire network, let us know if your devices drop out of the WiFi connection again so we can look into this further.

Best, 
Lovely

[txco]

Considering only a full network reboot works, it will be impossible to wait a day or more to get help here, which so far has been very generic and not at all diagnostic.  I would need actual steps I can take when it happens, which I am willing to do prior to rebooting.  It's happened 4 or 5 times, usually a week or two apart, so there is no reason it won't happen again.

[LovelyM]

Hello everyone, 

I apologize for the late response @txco and @Sagurski. Kindly perform a factory reset on your Google Nest Wifi Pro. If you have two or more Wifi devices, switch them and set up your secondary point as the main router. Let me know if the 2.4 GHz devices are still disconnecting several times a day from your network.

Let me know how it goes.

Many thanks, 
Lovely

[AbigailF]

Hi folks,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Thanks for the help, @LovelyM.

Regards,
Abi

[AbigailF]

Hey everyone,

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 have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Cheers, 
Abi

[Jake]

Hey there,

I wanted to check in and see if you managed to see Abi's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Sagurski]

I’m seeing this too.  Only for 2.4 ghz devices. Restarting nest Wi-Fi pro seems to be only mitigation so far.  This was flawless not too long ago, must be update pushed to router