All wifi points dropped offline and won't re-add even with factory reset.

[jschilen]

Hello,

Last week on November 13th all my points went offline and haven't come back since. I haven't made any changes or touched anything. Last night I tried powering off and powering on all the devices which didn't work. I also tried to factory reset one and re-add it. The Home app saw it and had me scan the QR code and played the tone, but when it got to where it was connecting to my wi-fi network it wasn't able to.

Other devices including my computer and phone are connected just fine. In the Home app I can see the other points that haven't been reset, they say offline and have an ip address when I look at their settings but the ip doesn't ping from another device on the network. 

What can I do to get my points back?

Thanks!

[Kmtwomey]

I am having the same problem.  

[Jm5496]

I have same problem!!!

[kcruzgonzalez]

Hello @jschilen,

Thank you for posting in the community. I understand that you experienced a failure of your Google WiFi points, with all points dropping offline on November 13th and remaining offline since then, and that you have already tried powering off/on all devices and even attempted a factory reset and re-setup of one point. Let me help you with this.

The fact that all points failed simultaneously and a factory reset point failed to reconnect to the network strongly suggests a fundamental issue with the main router's connection to the modem or a widespread system firmware error that a simple power cycle couldn't clear.

We need to perform a comprehensive restart sequence to force a fresh connection between your ISP, modem, and the Google WiFi router.

Step 1: Complete Power Isolation and Reboot

This sequence is crucial for resetting the network address delegation and clearing any cache conflicts.

1. Unplug everything: Unplug the power from all of your Google WiFi points/routers.
2. Unplug the modem: Unplug the power cord from your main Internet Service Provider (ISP) modem or gateway.
3. Wait: Wait for a full 5 minutes. This ensures all temporary network addresses and cache are completely cleared from the devices.
4. Power On Modem: Plug the power cord back into your ISP modem/gateway. Wait for it to boot up completely and show a stable internet connection (usually indicated by stable lights).
5. Power On Main Router: Plug the power cord back into your main Google WiFi router (the one connected directly to the modem via Ethernet). Wait for its light to turn solid white or solid blue, indicating it has successfully connected to the internet.

Step 2: Re-attempt Factory Reset and Setup

After the main router is confirmed stable (solid light), reattempt the factory reset and setup of the point you were working on previously.

1. Factory Reset: If you haven't completed the factory reset on the main router in Step 1, perform the reset now. (Please follow the instructions in our Help Center article to know more about factory resetting your WiFi device).
2. Setup: Open the Google Home app and try to set up the point/router again.

Let me know how it goes and keep me posted.

Regards,

Kevin

[jschilen]

Hello Kevin,

Thank you for that comprehensive plan. I unplugged my router (even both network cables), wifi points, and modem for at least 20 minutes. I also used the Home app to factory reset the entire network. I was able to re-create my wifi network and my laptop, phone and other devices are back on it. However when it got to the step of adding the points they again were discoverable, and I went through the process of adding them, heard the chime but when they try to connect to wi-fi it just says "Connection problem during setup. Please check your Wi-Fi network settings."

Thanks,

Jeremiah

[Jm5496]

I did everything you said and what all other posts said!!!! My devices aka speakers will not connect! Yellow light!!! Extremely frustrating wasted 3 hours out of my day doing it multiple times!

[kcruzgonzalez]

Hello there,

Thank you for trying the comprehensive power isolation and factory reset steps and for providing the update. I understand that you were able to successfully re-create your main Wi-Fi network using the primary router, and your laptop and phone are now connected, but the secondary points still fail to connect during the setup process. Let me continue helping you.

To determine why the points cannot connect to the primary router, I need to clarify a few details about your system and the steps you have taken:

1. Point Reset Confirmation: Did you perform the manual factory reset (pressing and holding the reset button until the light flashes) on the individual Wi-Fi points that are not connecting, or did you only reset the main router via the Home app?
2. Network Hardware: Do you have a modem-router combo (gateway) provided by your Internet Service Provider (ISP)?
3. Network Name Conflict: Is the name of your Google Wi-Fi Network different from the name of the Wi-Fi network broadcasting from your ISP's modem/router combo (if you have one)?

Please provide the answers to the probing questions above so we can isolate the cause of the connection failure.

Regards,

Kevin

[jschilen]

Hello,

1. I tried a manual factory reset on two of the points before resetting the router. This morning I tried a manual factory reset on one of the points and tried adding it again. It again failed.

2. Yes. 

3. No there is no conflict. I turned off the wifi on the ISP router. 

Thanks,

Jeremiah

[Jm5496]

Why would any of this matter if I didn’t touch anything and it just stopped working?

[Jm5496]

Did everything you asked still no connection to speakers!!!!