cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Help

Can’t set up Nest Router – “Caller does not have permission” after factory reset

HairyOryx
Community Member

2 weeks ago

Hi,

 

I’m having trouble setting up my Google Nest Router after performing a full factory reset (holding the reset button until solid yellow, then releasing).

The device now blinks white, which should mean it’s ready for setup, but when I try to add it in the Google Home app, I get the error:

“Caller does not have permission.”

I am the original owner of this router. It has only ever been used on my home network, but it’s possible it’s still linked to my Google account from a previous setup. I no longer have the proof of purchase, but I can provide:

  • Serial number
  • MAC address
  • Photos of the device (front, back, bottom with serial number visible)
  • My Google account email I’m trying to use for setup

 

I’ve already tried:

  • Multiple full factory resets
  • Two different phones (one with no MDM/work profile)
  • Scanning QR code and manual setup
  • Restarting modem, different cables, and direct connection to WAN port

 

Could someone from the Google team please help me remove any old account association so I can set this up again? I’m happy to provide any info you need via private message.

 

Thanks in advance,

HairyOryx

0 Kudos
1 REPLY 1

AndersC
Community Specialist
Community Specialist

a week ago - last edited a week ago

Hi @HairyOryx,

 

Thank you for posting in the community. I'm sorry to hear you're having issues setting up your Nest Wifi router. It appears you're getting the error message "Caller does not have permission" during the setup after factory resetting the device. I also appreciate the information you provided about the troubleshooting you performed to fix the issue. It doesn't sound like a good experience when you just want to set up your device. I'm happy to help.

Based on the information provided, when setting up your router in the Google Home app and you get the same error message, follow the steps below:

  1. Go back to the main screen of the Google Home app, and then go to Devices.
  2. Select your Nest Wifi router, which may appear as unassigned.
  3. Look for the option to assign/add to a room and then assign it to the room where it is located.
  4. Once your router is assigned to a room, go back to the main screen of the app and tap Wi-Fi. All the information about your Wi-Fi network will be displayed.
  5. Set up the name of your Wi-Fi network and create a new password.
  6. After naming your Wi-Fi network and creating a password, your network will be successfully set up, and you'll be able to connect your devices to it. You can also continue adding more Wi-Fi points if you have them.

If you performed a factory reset on your Nest Wifi router with the reset button after getting the "Caller does not have permission" error, you'll need to reset your network from the Google Home app after assigning the device to a room. Then, you'll just need to follow the steps provided above.

Please keep me posted.

 

Regards,

Anders

0 Kudos