Cannot add Wifi Point

[wouterd]

Hi,

I have moved to another place for a few months and took my Google Nest wifi devices. I'm now reinstalling them in my old place, where they used to work just fine. The router is up and running, but for some reason I cannot add a wifi point. I can go through the steps just fine, but as I reach the 'assistant setup' step, I encounter this issue issue.

I am still using the same account as before, so that's not the issue. I tried changing my default language from dutch to EN-BE, but same issue (I read that that may have something to do with it). Not sure what else to try. Frustrating, it worked seamlessly before.

[Alex_S]

Hi wouterd,
 

I know how it feels when something isn’t working the way it should. Let’s further look into it. Try to factory reset your Google Nest Wifi in the Google Home app (if it is still showing from the old home structure):

1. Open the Google Home app.
2. Tap Devices.
3. Tap your Google Nest Wifi device's tile.
4. Tap Settings > Factory reset Wifi point > Factory Reset.

Then manually reset the Google Nest Wifi device:

1. At the bottom of the Nest Wifi point, above the G logo, press and hold the small circle that's etched into the device for about 15 seconds.
2. The factory reset process starts about 5 seconds in. Continue to hold the button for 10 more seconds until there's a sound to confirm that the device is reset.
3. Force close and reopen the Google Home app > Try to set up again.

Regards,
Alex

[wouterd]

Hi Alex,

Thanks for chiming in. I can’t factory reset it, as it doesn’t show up where you point me at. It only shows the WiFi router, which I could reset (but iI works fine). 

I can see one disconnected WiFi point if I go through Home > WiFi. Tapping that device here immediately gives me a dialog box saying it was factory reset and should be removed. So I did. I factory reset the point as well (did so multiple times before), but the same error occurs at the end of the setup (when I reach the Google assistant section). Then it all starts over. 

[Alex_S]

Hi there,
 

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

Best,
Alex

[Dan_A]

Hello there wouterd,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there for updates.

Cheers,

Dan

[wouterd]

Hi Alex,

Thanks for chiming in. I can’t factory reset it, as it doesn’t show up where you point me at. It only shows the WiFi router, which I could reset (but iI works fine). 

I can see one disconnected WiFi point if I go through Home > WiFi. Tapping that device here immediately gives me a dialog box saying it was factory reset and should be removed. So I did. I factory reset the point as well (did so multiple times before), but the same error occurs at the end of the setup (when I reach the Google assistant section). Then it all starts over. 

[sayantani_kundu]

I am unable to set up Google Nest Wifi point. Each time the error pops up while trying to set up google assistant. kGSKErrorDomain error-83902

I am not using workspace account. Its my own personal gmail account. The language on my iPhone is English. i have tried so many times we end up in the same place again and again. IS there any way to fix this please? Help!

[wouterd]

I have the same issue. Google engineer told me it’s likely caused by double NAT. Do you have a router in front of the Google WiFi Router?

[sayantani_kundu]

No I have the only Google Wifi router

[Dan_A]

Hi folks,

@wouterd, upon checking, you may need to reply to the email sent to you for your conversation with our higher tier of support to continue. There is personal information there that they need you to provide.

@sayantani_kundu, we’re sorry you’re also experiencing the same behavior. For confirmation, have you already tried the steps above? If so, how was it?

I look forward to your response.

Best regards,

Dan

[sayantani_kundu]

Hi @Dan_A thanks so much for your response. 
I followed the steps to factory rest the Nest WiFi point as per @Alex_S  comment earlier. Still facing the same issue. Always get stuck at the same step. 83902 error. 

[Dan_A]

Hello sayantani_kundu,

Thank you for following the provided steps. We would like to elevate this to our higher tier of support. Please fill out this form with all the needed information, and then let us know once you're done.

Best regards,

Dan

[sayantani_kundu]

Hey @Dan_A completed my form.

[Alex_S]

Hey there,

We also got your form. One of our support specialists will email you soon. If you have other questions or concerns aside from this, let me know.

Best regards,
Alex

[wouterd]

Hi Dan,

I have responded, gotten in touch with an engineer, and he explained it was likely due to a double NAT situation. I'm not entirely convinced, though I plan to take steps to verify it (although it involves switching hardware provided by my ISP, which I wanted to avoid). This is interesting because @sayantani_kundu has no double NAT, yet the same error. I hope they share their solution, should they find one.

[Alex_S]

Hey wouterd,

We appreciate your update. To cover all the bases, try doing these steps:

• Install the Google Assistant app on your phone > Login to your Gmail account.
• Go to Activity Controls > Toggle Web & App Activity off and then on.
• Force close and reopen the Google Home app > Change the Language to EN-US (or UK).
• Factory reset your Google Nest Wifi point (manually) once more.
  • At the bottom of the Nest Wifi point, above the G logo, press and hold the small circle that's etched into the device for about 15 seconds.
  • The factory reset process starts about 5 seconds in. Continue to hold the button for 10 more seconds until there's a sound to confirm that the device is reset.
• Try to do the setup again.

Let me know how it goes.

Warmly,
Alex

[wouterd]

Hello Alex, I tried all the steps but end up with exactly the same issue. 

[Alex_S]

Hello there,
 

Thanks for trying the steps. It’s best to continue the conversation on the case the senior specialist is handling. I also asked for a follow-up regarding it. If you have other questions I can help, let me know.

Warmly,
Alex