Continuous Reboot Since Wednesday

[Alex-NYC]

Hello All,

 I recently upgraded from Google Wifi (First Gen.) to Google Wifi Pro 6e. Everything worked flawlessly for a month with much improved wifi speed.
This past Wednesday the router started going into an infinite reboot.  I went through the complete reinstall (even deleting the home per Google Support)- factory reset (both from the Google Home App and Hardware Reset) without any success. The router would work for an 1 hour or so and then go into continuous reboot (the led goes white, then flashes white then goes dark and back to white). I even swapped access point ( i have 4 units) and used a different AP as the router - same problem.
Now surprisingly, if I bring the router to my office and connect it there . It works fine without any reboot.

My home Setup is:
Astound Broadband for Internet Service Provide
NETGEAR Cable Modem CM1000
Google Wifi Pro 6e running firmware 1.63.377847 (one unit setup as the router and 3 units setup Wifi Points.

I understand that the firmware 1.63.377847 was released recently and i suspect this reboot issue was introduce with the upgrade. 

I went ahead and  reinstalled the old Google Wifi first gen and it works properly without any issue.

Any insight on how to fix this mess before I return Google Wifi Pro hardware and select a different manufacturer?

Thanks in advance.
Alex 

[Dan_A]

Hi Alex,

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Which Google/Nest router are we working with? What device are you using to set up your network (iOS or Android)? Do you have the Internet from your modem? Does the main or child  point broadcast the setup Service Set IDentifier (SSID) or network name located at the bottom of the device? Is this a drop in connection or a power issue already?

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

Also, you can give these steps a try:

1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
3. Remove any special characters in your network name and password.
4. Turn off IPv6:
   1. Open the Google Home app Google Home app.
   2. Tap the Wi-Fi coin  and then Settings.
   3. Scroll down and tap Advanced networking.
   4. Scroll down to IPv6.
   5. Toggle the switch off Toggle button off.
5. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
6. Unplug the power from your Google Wifi devices for 2 minutes.
7. If the issue persists, try factory resetting your network. Take note that this will delete all network data.

You may skip any step that you’ve done already.

Let us know how it goes.

Best,

Dan

[Alex-NYC]

Thanks Dan,

My home Setup is:
Astound Broadband for Internet Service Provide
NETGEAR Cable Modem CM1000

It seems that the router was getting a continuous reboot signal from the internet. I took my Google Wifi Pro at work (Verizon FIOS) and it worked without any issue.
This leads me to believe there is some king of bug/security flaw in Google WIFI Pro. 
I have brought back Google WIFI Pro at home and it is now working properly - It has not rebooted with 5 days.
What we need to understand is what conditions can cause the router to automatically reboot. I know you can do that via the Google Home App and when there is firmware upgrade. But under NO circumstances should traffic from the internet  make a Router reboot without first making sure the request is from an authorized request - otherwise you have a major security issue.

Cheers & Thanks Again

Alex

[Dan_A]

Hey there Alex,

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 us know once you're done.

Regards,

Dan

[Dan_A]

Hello again,

We haven't received your form. Have you had a chance to fill it out?

Thanks,

Dan

[Alex-NYC]

Thanks for the reminder Dan. I just completed the form.

Cheers

Alex

[Dan_A]

Hello there,

We got your form; thanks for filling it out. Please continue the conversation there and keep an eye on your email for updates.

Kind regards,

Dan