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Devices showing wrong connection properties in Google Home App

sredmyer
Community Member

Setup:

1 Google nest router with 4 wireless add-on points and 1 wired router acting as a point.  The first router is wired to the ISP modem/Router.  The modem/router has all router functionality disabled and is acting as a modem only.  The second router is hard wired from the LAN port on the main router to the WAN port on the secondary router. The primary router is named “Lake House Router” and the secondary is named “Carriage House Router”.  The secondary router (acting as a wired point) is placed in my detached garage (about 250 feet away from the house) which has an apartment over it.  The renters in the apartment use my WIFI by connecting to the secondary router.  I have a main network (named “Redmyer”) and a guest network (named “Haven Way”).  The tenants in the apartment above the garage have all of their devices connected wirelessly to the “Guest” network. 

The Issue:

All of the tenants’ devices show up in the Google Home App as being connected to the primary router (“Lake House Router”) via wire and being part of the primary network (“Redmyer”).  They cannot be connected via wire as there is no ethernet cabling for them to connect to.  Further, I am certain they are connected to the guest network as that is the only network they have the passcode to.

Further testing has shown that any device which connects to the guest (“Haven Way”) network via wireless connection to the secondary router, is shown in the Google Home app as being connected to the primary router (“Lake House Router”) via wire and being part of the primary network (“Redmyer”).  Any devices connected to the guest network via the primary mesh (within the house and out of the range of the secondary router) shows properly in the Google Home app as being connected to some point (or the router) within the home and part of the guest network.

Likely Problem:

So, the secondary router (“Carriage House Router”) is connected via wire to the main router (“Lake House Router”) and is part of the primary (“Redmyer”) network.  Since all devices connected to that secondary router also report as being on the primary (“Redmyer”) network and connected to the main router (“Lake House Router”) via wire, it seems clear that the secondary router is reporting its own connection properties to the app rather than the connection properties of its clients.

 

Has anyone else experienced this issue and found a solution?

35 REPLIES 35

olavrb
Platinum Product Expert
Platinum Product Expert

Known issue going way back.

So you've done nothing wrong.

One more way to verify what network devices are connected to, is to see what IP address they get. Primary network by default gets a 192.168.86.X address, while guest network gets 192.168.87.X.

Cabled devices will always be on primary network, no way to get them on guest network.

One more thing to notice: Unlike other vendors/ solutions, devices on guest network on Nest Wifi will see each other. So no "AP isolation".


I don't work for Google.

sredmyer
Community Member

When you say "devices on guest network on Nest Wifi will see each other. So no "AP isolation"" his means that devices on the guest network can see each other...not that they can also see devices on the primary network correct?

olavrb
Platinum Product Expert
Platinum Product Expert

Correct. Unless you configure that specific device(s) should be accessible from the guest network, which is also possible.


I don't work for Google.

sredmyer
Community Member

I have read the other threads and see that the problem is very likely just as I explained it in my original post.  This seems like a fairly straight forward problem (easy to duplicate) and as a retired software engineer, I cannot imagine the fix for this would be very difficult to implement.  I can't imagine why Google hasn't fixed it yet.

Jeff
Community Specialist
Community Specialist

Hey, sredmyer.

This is a bit of a known issue that has been something that our internal teams are aware of. It's a little confusing, and I'm sorry for any frustration you're feeling as a result. I don't know any sort of timeline for a fix on this, but it's something I can bring up with those teams to see where things are at. If I find anything out soon, I'll update the thread.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, everyone.
Just as an update, we're still looking into this issue and as of yet we don't have a solution. I just wanted to touch base so you would know that you haven't been forgotten. In the meantime if anything else changes about your situation, please feel free to update us in the thread.
Thanks!

Jeff
Community Specialist
Community Specialist

Hey, sredmyer.
I wanted to check in again and see if you were still seeing this issue or to find out if you have found a fix. If you're still needing help here, please let me know.

Thanks.

sredmyer
Community Member

Hey Jeff,

Yes the issue remains with no change.  Devices connected to the secondary router via WIFI and joined to the guest network, still show, in the Google Home App, as being hard wire connected to the primary router and joined to the main network. 

I would be more than happy to chat with an engineer there to explain the situation and exactly how to recreate it.

Thanks

Jeff
Community Specialist
Community Specialist

Hey, sredmyer.
As an update for you, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in how devices are displaying in the app, please let me know and we can keep looking into things.
Thanks.

Jeff
Community Specialist
Community Specialist

Hi, sredmyer.

I just wanted to follow up as it's been a while here to see if you've received the update or seen any changes in your situation. If anything has changed, just let me know.

Thanks.

sredmyer
Community Member

Not sure how to tell if the Google Home app on my iPhone has updated to the latest but I still have the same issue...no change. 

Jeff
Community Specialist
Community Specialist

Hey again, sredmyer.

Thanks for the update. I'm sorry to hear things are still not working quite right. To see if you have the most updated version of the Home app, you just need to open the App Store and click on your profile icon. Scroll down to see apps that have pending updates available. If the Home app is listed, you can update it manually there. If it's not listed, it will be up to date.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, sredmyer.

I wanted to see if you were able to verify your Home app version and to see if anything else has changed on your end.

Thanks.

sredmyer
Community Member

Hi Jeff,

I am still experiencing the same issues.

The version of Google Home I have is 2.50.105.  As far as the devices on my nest network they are as follows.

Primary Router                                   - software version 14150.43.80

Secondary router acting as point - Software version 14150.43.80

Hallway Point                                       - Software version 1.54.294928

Master bedroom Point                     - Software version 1.54.294928

Basement Point                                  - Software version 1.54.294928

Bedroom #1 Point                              - Software version 1.54.294928

Bedroom #3 Point                             - Software version 1.54.294928 

 

Steve

Jeff
Community Specialist
Community Specialist

Thanks for the update again, sredmyer.

You're all up to date on firmware and software, so that's not the issue here. You are running a lot of points. How spaced out, on average, are those points?

sredmyer
Community Member

I have an 8500 square foot 3 story (4 counting the basement) home and the points are spread basically evenly about.  There are 2 points on the first floor as well as the main router.  There are 2 points on the second floor and one point in the basement.  The final one is a router acting as a point with wired backhaul in the garage which is about 250 feet from the main house. 

For the most part the system works well, it is just the reporting from any devices connected to the second router in the garage that is the problem. 

Jeff
Community Specialist
Community Specialist

Hi, sredmyer.

It's been some time since we discussed your situation. I just wanted to check in to see if you were all set on this or if there were more things you wanted to look into. If you're all good for now, let me know.

Thanks,

- Jeff

sredmyer
Community Member

As mentioned in the previous message, I still have the same problem.  Well, I should say last I was able to check I had the same problem.  There seems to have been an update to the Google Home app and now I simply can't see much of anything in the app.  All I can see is the 5 points in the main house.  Selecting any of these takes me to a screen where I can change the volume of the point's speaker but nothing else.  None of the previous options for managing or viewing the devices (points and routers) on my network are there.  This may be due to the fact that I recently had to replace my phone but I see no way to get the app back to how it was previously.  Can you help with this problem?

Jeff
Community Specialist
Community Specialist

Hi there, sredmyer.

The changes in the Home app, depending on what version you updated from, might have changed where things are in regards to settings. When you tap on one of the points do you see a gear icon in the upper right? Does clicking on that get you into the settings for that specific device? If not, let me know what you are seeing and we can figure it out from there.

Thanks,

- Jeff

sredmyer
Community Member

I do have the gear (settings) icon on each of the device screens.  However, clicking it simply shows a blank screen.  See the attached screenshots.  The first (Home Screen.jpg) shows what my current home screen (when first opening the app) shows.  The second (Point Screen.jpg) shows the screen I see after clicking on one of the devices shown on the home screen.  Finally, the third image (Point Settings Screen.jpg) shows the screen after clicking on the gear icon for the point.

As mentioned in the previous email, I did just recently update my phone (iPhone) and did the automatic data transfer which seems to have brought all my old apps (and their settings) over flawlessly.  However, I am not sure if the main Google router (notice it is not shown on the home screen) maybe just does not recognize this new phone.Home Screen.jpgHome Screen.jpgPoint Screen.jpgPoint Screen.jpgPoint Settings Screen.jpgPoint Settings Screen.jpg

Jeff
Community Specialist
Community Specialist

Thanks for sharing those screenshots, sredmyer. That really helps me see what's going on here.
I'll look deeper into this and let you know what I can find. I think you've given me a lot to go on and I appreciate the help.

Thanks,

- Jeff

sredmyer
Community Member

Any update on this?  I still cannot do anything with my WIFI

Jeff
Community Specialist
Community Specialist

Hi there sredmyer,

 

Sorry for the long process and wait on this. I saw news yesterday that an update to the Home app is rolling out soon, and hopefully that clears this bug up for you. If you receive the update and still see the issue, I would suggest entirely uninstalling the app and reinstalling it fresh. Since your settings are saved to your Google account, your settings will remain intact once you log back into the app. That update will be hitting real soon if it hasn't already for you.

 

Thanks,

Jeff

Jeff
Community Specialist
Community Specialist

Hey sredmyer,

 

I'm just checking back in to see if you were able to receive that app update and to see if it had any impact on your situation. Let me know if things are the same or if you've seen any improvement.

 

Thanks,

Jeff

sredmyer
Community Member

No it did not clear up the problem.  I think I am going to have to remove my home, delete the app and reset all the devices then reinstall the app and setup everything from scratch.  Is there a tutorial somewhere that would walk me through doing this...remember, I have no control over the devices through the app so the device reset will have to be done at each device physically.

Jeff
Community Specialist
Community Specialist

Unfortunately you might be at the point of needing to set everything up again fresh, sredmyer. I'm sorry that you'll need to do that, but I think that's our best bet for getting things back on track. If you give that a go, let me know how it works out for you.

 

Thanks,

Jeff

olavrb
Platinum Product Expert
Platinum Product Expert

Guide on factoey reset with the physical button:


I don't work for Google.

Jeff
Community Specialist
Community Specialist

Hi again sredmyer,

 

It's been a while since we left on this. Were you able to give factory resetting a try? If so, did it clear up your issue, or are you still seeing problems? Let me know if you're still looking for help here and we can keep working this out.


Thanks,

Jeff

sredmyer
Community Member

Hi Jeff - I have not yet had the chance to do the factory reset (have had to be out of town a lot for business) but hope to get to it soon.  When I do, I will be sure to comment on this thread with the results.

Thanks,

Steve

Jeff
Community Specialist
Community Specialist

Sounds great, sredmyer. We'll keep this open until you have an opportunity to do so.

 

Thanks,

Jeff

Jeff
Community Specialist
Community Specialist

Hi again, sredmyer.

 

It's been a few weeks so I figured I would touch base and see if you were able to try things out with the factory reset. If so, I'm hoping you saw some good results, but let me know if things are still not working right.

 

Thanks,

Jeff

Jeff
Community Specialist
Community Specialist

Hi sredmyer,

 

I'm just checking in once more to see if you were still looking to work on this or to see if you managed to find some resolution.

 

Thanks,

Jeff

sredmyer
Community Member

Sorry for the delay in getting back.  I think everything is working correctly finally.  I had to reset all devices, remove the app from my phone then re-set everything up from scratch and now it all seems to be correct.

Thanks for your help,

Steve

Jeff
Community Specialist
Community Specialist

No worries, sredmyer. I'm just happy that things are working out well for you. Before I mark this one as resolved, is there anything else you might need?

 

Thanks,

Jeff

Jeff
Community Specialist
Community Specialist

Hi all,

As we got our resolution here, I'm going to mark this one as resolved in the next 24 hours. Thanks to all who helped and contributed. If anyone has any other needs, please feel free to let me know before the lock.

Thanks,
Jeff