Frame cast error 14

[Eric43]

Hi guys,

I have connected my iPhone to the google nest. All cables are connected securely. The light is blue on the nest. I've turned off and on 3 times now to no success. I keep getting the error code. The problem seems to be between the nest and the modem. I've contacted my service provider and the modem (arris 8200) is compatible with the nest. I've combed the internet for a solution. I'm at a stage where I will return the product and post a crap review. I don't want to do either as I believe it's a good product and will do what I need it to do. Just frustrated. I'm not a computer genius so if there's any solutions please keep them simple. 
thanks all. 

[luciaaa]

Hi, @Eric43!

Thank you for reaching out to the community. I apologize to hear that you are receiving frame cast error 14. I appreciate you taking the time to power cycle your Nest device multiple times. I'm happy to help you resolve this!

To provide you with the best assistance, please let me know the following information:

• What Google Nest Wifi device do you have?

• Is this a new installation, and are you trying to set it up? 

• Is the upstream device a modem or a modem and router combo?

• Is the child point within the recommended 20 to 25 ft (6 to 7 m) of the parent point?

• Are there any switches in the network topology? If there are, please provide the make and model of the switch.

Here are some troubleshooting steps you can try: 

• Turn off VPN during setup.

• Turn off Private Relay during setup.

• Turn on local network access.

Also, here are some extra troubleshooting steps you can try: 

• Force close, then reopen the Google Home app.

• Uninstall, then reinstall the Google Home app.

• Forget the nearby networks.

• Restart your Wi-Fi device.

• Use a different device (phone or tablet) for setup.

Please let me know how it goes.

Best regards,

Ana

[Eric43]

Hi Ana,

It is a google nest pro. The modem is just a modem as far as I am aware. 

I connected the google pro to the modem. But that is as far as it goes. No internet after that. My ips provider supplied an NBN (national broadband network Australia) box and the original router was connected to that. 

I don't know what a child point is. And I don't know what you mean by network topology? 

When you say turn off the vpn do you do this on my smart phone?