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Facebook and Instagram images not loading

MRap
Community Member

We have a Google Nest Wi-Fi router for our home. Images on Facebook and Instagram do not show. We had this problem once before, but after turning off and back on lots of settings, something eventually fixed it (though I forget exactly what). We had to get a new Cable Modem recently and the problem has returned. It happens on all of our phones in the house, a Google tablet, my laptop, etc., so we know it is not related to a specific device. When I load Instagram while NOT on the Google WiFi, such as if I am at work or using my cellular network, the images load correctly. Even our old (like 10+ years old) router loads Instagram and such correctly.

We have tried many different things, such as changing our DNS server to be Google's 8.8.8.8 or switching to our ISP's. I have turned IPv6 on and off. We are not using any Family Wi-Fi settings. We tried turning WPA3 on and off. We turned "Nets Wifi cloud services" off and back on. Nothing seems to make any difference.

I have seen a few other posts about this, but none of the recommendations have helped and I don't see anyone saying how they fixed it. Any help is appreciated.

13 REPLIES 13

Jeff
Community Specialist
Community Specialist

Hi, MRap.

Sorry for the troubles you're having viewing media on social networks. I imagine that's quite confusing and frustrating to deal with that. Let's see what we can do to sort this out for you.

You mentioned already switching over to Google's DNS server. Generally that's the fix for this, but I do want to be sure that in addition to the 8.8.8.8 on the primary server you also update the secondary server to 8.8.4.4, right?

In addition to the DNS servers, can you check to see if you have site blocking enabled? The instructions for disabling it are below.

  1. Open the Google Home app Google Home app.
  2. Tap Wi-Fi  and then Family Wi-Fi.
  3. Below the name of the group that you would like to block, tap Edit .
  4. Under “Restrict access,” turn off SafeSearch.
  5. Tap Save.

After disabling site blocking, check to see if things are properly displaying. If you are still having issues, please come back and let me know. Thanks.

MRap
Community Member

Jeff,

Thanks for the reply. I did not have the Family Wi-Fi set up. I did create a group just now, though, and made sure that Safesearch is OFF.

 

As for the DNS Settings, it is set to "Automatic", which sets it to 8.8.8.8. I do not see any option to set a secondary server. If I select "Custom" then I can set it there, but then it also asks me to set my Primary and Secondary IPV6 server. Do I leave those blank or should I put something in it?

 

Thanks

Jeff
Community Specialist
Community Specialist

Hey, MRap.

Yes, go ahead and put the 8.8.8.8 as the primary and 8.8.4.4 as your secondary. This will set you up with the Google DNS servers. From here, you shouldn't have any problems viewing the social media content that's been failing to load for you. Give that a try, and if you're still having issues, please let me know.

Thanks.

MRap
Community Member

Jeff,

I made the change. It has not made any difference in viewing images from Facebook or Instagram. We have restarted the server several times as well just to make sure and double-checked all the settings. 

Jeff
Community Specialist
Community Specialist

Hey, MRap.

Sorry to hear that my first suggestion didn't work out for you. Have you spoken to your ISP to see if they have any insights on this? If so, did they offer any advice? Let me know if you have any info from them. In the meantime, I'll continue to look deeper into possible causes.

Thanks.

MRap
Community Member

I have spoken to my ISP. They said they have not heard of this issue and when I remove the Google Wi-Fi from the network, it works correctly.

Jeff
Community Specialist
Community Specialist

Ok, so it's definitely on the Google WiFi end if you can produce normal results by moving it. I'm going to consult with my internal teams here and I'll follow up with you soon. Thanks for being patient on this.

Jeff
Community Specialist
Community Specialist

Hey, MRap.

I just wanted to check in to see if you were able to resolve anything with support or to see if you were still working on this. If you have anything else I can do for now, please let me know.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, Spamwolff.

I'm sorry to see that you're experiencing the same issues. I'm sure you've reviewed the thread. Have you tried any of the recommended troubleshooting steps so far? How long has this been happening with your setup?

I'll be happy to help you work on this, but I am still waiting on info from our internal teams here. Hopefully we can find a resolution for your situation before that point, however. I look forward to hearing back from you.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, Spamwolff.

Just a quick check in to see if you saw my reply and to see if you were still having issues with this. Let me know if you still need some help.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks

Jeff
Community Specialist
Community Specialist

Hey, MRap.

We've escalated your issue and someone will be reaching out with you via email. It will be the email address you used to sign up with the community, so keep an eye out for that.

Thanks.

Spamwolff
Community Member

I have the same issue and cannot get any help from Google