Can't Find Nest Wi-Fi Point

[MsCheryl]

Nest Wi-Fi Point. Was set up in new home, no issues. Then internet provider crashed and everything had to be reset. Hard reset on the hub, no issue, but my Home app cannot find the point (and some other devices). Does not have a QR code. I've been trying for a week now without success. I think I've tried everything I've read. Yes, phone and router are on the same network. Distance from hub and point at the moment is maybe 20'.

[David_K]

If the QR code label is missing, you can try these steps:

Google Nest Wifi device or Google Wifi point doesn't have QR code - Google Nest Help

[MsCheryl]

It has no QR code. It never had a QR code. Continuing without one does not work. It has no Ethernet connection. The only input is power.

[David_K]

If it never had a QR code, or setup key underneath that, how did you set it up originally?

[MsCheryl]

The wi-fi router has a code. The point does not. I set it up originally and then I set it up in my new home recently with no problem until the internet service provider had a glitch. When I set it up this last time it said something to the effect "we see you have a point let's set it up" but it never found it or two other devices. But it did set up one of two audio speakers. I don't see a pattern to the behavior. I did find a tiny recessed spot I could punch...the base flashed yellow but nothing happened.

[David_K]

Ah I see, so originally the app detected you had a Wifi point ready for setup. When you reset your Wifi network, did you use the factory reset network option in the app? I see you mentioned you did try a reset on the Wifi point. Was it these steps?

1. Press and hold the factory reset button on your point.
2. After about 5 seconds, your device will begin the factory reset process. Continue to hold the button for about 10 seconds, until there's a sound confirming the device is resetting.

Does that match what you did and experienced? If not, I'd recommend giving those steps a try. Once its reset, it will still appear in the Google Home app. You'll need to remove it to be able to set it up again:

1. In the Home app, tap the Wifi point.
2. At the top right corner, tap the settings cog > Factory reset Wifi point  > Factory reset.

Let me know if that helps!

[MsCheryl]

I did a factory reset on everything. It told me to do a reset. That worked for the router but not the point. I did not do it from the app as I had previously deleted everything. I thought the best way to was to start from scratch. I think I'm going to just start over since some of the other devices can't be found either.  The Next Hubs worked fine.

[LovelyM]

Hello everyone, 

I appreciate the assistance here, @David_K.

@MsCheryl, I want to follow up to see if you were able to find the Google Nest Wifi point after starting from scratch. Feel free to tell me if you are still having concerns so I can help you further.

Cheers, 
Lovely

[LovelyM]

Hi MsCheryl,

I'm chiming in to see if you're all good now. Please reply to this thread if you still need assistance so I can help address your concerns.

Regards, 
Lovely

[MsCheryl1]

I haven't had the time and patience to try again. I hope to do it this weekend. Thanks for asking. 

[MsCheryl1]

I haven't had the time and patience to try it again. I hope to do it this weekend. Thanks for asking.

[MsCheryl]

I was able to factory reset the Nest wifi point. The Home app immediately asked if I wanted to set it up. I said yes. then it said it couldn't find it. My computer can see the wifi point but can't connect to it, says it is not secure. The Home app also asked me if I wanted to set up another device and when I said yes it said it couldn't find it. Obviously, the app saw the wifi point and the other device.

[LovelyM]

Hey MsCheryl1,

If you haven't already, uninstall and reinstall the Google Home app before trying to setup your Google Nest WiFi point again. If the issue remains, use a different phone for the configuration and take a screenshot once you encounter the same concern.

Keep me in the loop.

Best, 
Lovely

[MsCheryl]

Reinstalled the Home app. It advised me the wifi point needed to be set up. I could see it was lit up and ready. I asked it what time it was and it said it wasn't set up yet so I know it works. But it demands the code and there isn't one. Of the other two devices it can't find one (that I don't need anyway) and says the other one needs a factory reset, again, which I will do later.

[AbigailF]

Hi folks,
 

@LovelyM, thanks for lending a hand.

Appreciate the update, @MsCheryl. Feel free to reply to this thread once you have an update.
 

Regards,
Abi

[MsCheryl]

I'm taking it to Google. I think we have exhausted all logical "fixes."

[AbigailF]

Hello everyone,

Thanks for the help, @Dianahemes.
@MsCheryl, 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,
Abi

[MsCheryl1]

I filled out the form but the issue now seems to be there is no code on the device. I have had several people look to see if I am missing something but there is no code.

[Jeff]

Thanks for filling out the form, MsCheryl1. This will allow one of our higher tier support agents to reach out to you directly. They'll be able to look closer at the situation and take over support. If you have any questions leading up to that, just let us know.

Thanks,
Jeff

[AbigailF]

Hey MsCheryl1, 

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. 

Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers, 
Abi