Extra Mesh unit- unable to connect

[CocoM]

Hi,

I have 3 wifi points and I am trying to add another one.

I start setting  it up with the Home app and as soon as it’s connected to wifi, I get an error message: 

‘The wifi unti  may be sett up but we cannot communicate with it from your phone. Make sure you have enabled local network access in settings’

I have looked and local network access is on.

i have tried resetting the unit, restarting the router, re-installing the app.

nothing worked. 
please help.

[virnab]

Hi CocoM,

Thanks for reaching out to our community.

I’m sorry to hear that you’re experiencing troubles trying to add an additional WiFi point to your network using the Google Home app. I appreciate you taking the time to describe the device behavior when you try to set it up and the troubleshooting steps you have performed to resolve the inconvenience. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

• Could you please confirm what the model of your Google Nest mesh WiFi system is? Here is a Google help center article that can help you to identify your device: WiFi products compared

• Is the additional WiFi point the same model as your Google Nest mesh WiFi system?
• How far is the failing WiFi point from the main point or router?
• Is your Google Home app updated?
• What's the light color on the failing WiFi point?
• What mobile device was used to set up the network?

Thanks for your kind attention; I will be looking forward to hearing from you.

Best regards,

Virna

[CocoM]

Hi Virna,

Thanks for your message.

- The extra units are Mesh wifi points. The other system is 1 Mesh router and 2 units. So yes same.

- It's about 5 meters away

- My app is up to date. The new points show up on the app but not connected (red dot)

- The colour is yellow.

- I use an Iphone 12 - I have check that local network are enabled. IOS 18.3.2

[CocoM]

Sorry the light was actually orange beacause the mike was off.

with the mike on, there is no light.

I tried asking ok google what time is it and it said ‘please log in through the google home app’

[virnab]

Hi CocoM,

Thanks for your timely response and the comprehensive information you've provided. It is my pleasure to continue assisting you to add the WiFi point to your mesh system.

Based on the information you shared, I recommend you try the following troubleshooting steps.

1. Factory reset your failing WiFi point with the factory reset button on your device. Please use this Google Help Center article to identify the model of your device and the instructions to perform it: Factory reset your Wifi device

1. After performing the factory reset, it will be necessary to set it up again. Here is a Google Help Center article where you can find the instructions: Set up Nest Wifi Pro or Nest Wifi

Please let me know how it goes.

Best regards,

Virna

[CocoM]

hi,

thanks for your reply. I did reset the unit twice already and it did not change anything sadly.

[virnab]

Hi CocoM,

Thank you for keeping me updated on the situation you are facing. I’m sorry to hear that the troubleshooting steps provided didn’t help to connect your Nest WiFi point. But, no worries, it is my pleasure to continue assisting you to find the solution.

Please try the following recommendations:

Open your iPhone 12 WiFi settings and toggle the WiFi switch off, then on:

• Go to the iPhone 12 “Settings.”
• Navigate to WiFi, then disable it.
• After 10 seconds, tap the slider to re-enable WiFi.

Disable VPN:

• Go to the device’s “Settings.”
• Select “General.”
• Tap “VPN and Device Management.” Then, if connected, disable the VPN.

 If you have an iCloud subscription, it is necessary to disable iCloud Private Relay:

• Go to your iPhone 12 “Settings.”
• Select [your name].
• Tap “iCloud.”
• Select “Private Relay,” then tap the slider to turn it off.

Make sure the local network access is enabled:

• Go to your iPhone 12 “Settings.”

• Tap “Privacy,”then select “Local Network.”
• Toggle the Google Home app on.

Ensure the location services and Bluetooth are enabled on your iPhone 12:

            Location:

• Go to the iPhone 12 “Settings.”
• Locate the Google Home app.
• Once selected, tap the option for location and select “While using the app.”

            Bluetooth:

• Go to the iPhone 12 “Settings.”
• Navigate to, then enable Bluetooth.

After following these instructions, please try to Set up Nest WiFi Point.

Please let me know how it goes.

Best regards,

Virna

[CocoM]

Hi Vima,

Thanks for this. I completed the steps and did another factory reset.

Unfortunately, I still get stuck at the ‘set up Google assistant stage’ with the error 93902.

Any other idea? 

[virnab]

Hi CocoM,

Thank you for your reply. I appreciate all your troubleshooting efforts to connect your Nest WiFi point. I appreciate you letting us know that you are getting stuck at the 'Set up Google Assistant stage’ with error 93902. No worries, let's continue working together to find the solution.

Please follow these steps to connect your Nest WiFi point:

1. Power cycle your iPhone 12; please follow these instructions: 
• Power the device off.
• Wait 30 seconds.
• Power the device back on.
• Try to connect to the WiFi network.
2. Perform a 2-minute power cycle:
• Disconnect the power from the modem. Make sure there isn't a backup battery. If there’s a backup battery, remove the battery. Otherwise, it won't perform a power cycle.
• Disconnect the Ethernet cable and power cord from the parent point.
• Disconnect the power cord from the child point.
• Leave everything unplugged for 2 minutes.
• Connect the power to the modem, then wait up to a minute until the modem fully powers on.
1. All light indicators must be solid colors.
2. Connect the Ethernet cable, then the power cable, to the parent point. Wait until the parent point is fully back online.
• Connect the power cord to the child point.
3. Check if the Nest WiFi point light shows solid white or teal, and try to Set up the Nest Wifi Point.

Please keep me posted.

Best regards,

Virna

[CocoM]

Hi Virna,

thank you. I performed all the new steps.

it still get the same error message at the Google assistant stage unfortunately.

[virnab]

Hi CocoM,

Thanks for keeping me posted. I'm sorry to hear that the WiFi point still gets the same error message after trying the troubleshooting steps suggested to connect it to your WiFi mesh. No worries, help is here.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please keep me posted.

Best regards,

Virna