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Failure to add additional access point.

LF
Community Member

‎10-26-2023 03:20 PM

The new device I like to add is the 1gen AC1304 to an existing network.  I successfully factory reset it.

When I set it up using Google Home app on iPhone, the new device is detected, and it asked for the code.  I enter the code written on the backside of the device and it pairs correctly.  So far so good.

Then it asks to connect to the new network "setupxxxx".  Here is where the problem starts.  I see on my iPhone that the Wifi connection changes from my home network to "setupxxxx".  Needless to say, that "setupxxxx" has no internet connectivity.  So, the last step of the setup fails.

Previously, I was able to add a device easily, but that was with the old Google Wifi app, instead of the new Google home app.  But I expect it still to work.  

What is wrong?

Thank you!

 

 

 

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Dan_A
Community Specialist
Community Specialist

‎11-05-2023 10:07 AM

Hi LF,

 

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions:

 

  1. Are you using a modem/router combo from your Internet Service Provider (ISP)? Which Google/Nest router are we working with?
  2. Does the Google Wifi point in question broadcast a setup SSID? You can check by going through your phone’s list of Wi-Fi networks.
  3. Did you try setting up your Google Wifi point wirelessly or through a wired connection?
  4. What’s the color of the status lights on the router and points?
  5. How far is the point from the main Google/Nest Wifi router?
  6. Did you get any messages on the Google Home app during setup?
  7. Do you have any switches on your network?

 

You may also try to 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.
     

Keep us posted.

 

Best,

Dan

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