All My Devices Say Google Nest WiFi Pro is Offline in App - But it is Not.

[Sunrise767]

My three iPads and on iPhone all say (in the Google Home app) my Google Nest WiFi Pro mesh network is offline.  But all those same devces (plus several TVs and PCs) are still connected to the Internet via that same network.

[ByronP]

Hi Sunrise767,

Thank you for reaching out to the community. I understand you're experiencing trouble with your Nest WiFi Pro that shows offline in your Google Home app; however, all your devices are still connected. Let's work together to find a solution.

To fix this situation, please do the following recommendations:

Force close and reopen the Google Home app. Here are the steps:

1. From the bottom of the screen, swipe up and pause slightly in the middle of the screen.

2. Swipe right or left to find the Google Home app.

3. On the app's preview, swipe up to close the Google Home app.

Check if there's a switch or a third-party router upstream.

• The firewall of some third-party routers can block cloud services, which may cause the Google Home app to indicate as offline. Please do the following:

1. Set a Demilitarized Zone (DMZ) on the upstream router for the parent point.

2. If possible, put the upstream router on bridge mode.

3. Disable the firewall and wireless of the upstream router. 

Please check your upstream has a switch; it may block Spanning Tree Protocol (STP) packets. Determine whether the switch is managed or unmanaged and attempt the following:

• Unmanaged: Move downstream from parent point. 

• Managed:

  • Enable Bridge Protocol Data Unit (BPDU) flooding.

  • If the situation persists, attempt the following:

    • Set an Any-Any rule for the parent point.

    • Forward the Cloud Services port 5222 User Datagram Protocol (UDP) to the parent point.

Please let me know how it goes.

Regards,

Byron