Google Home app indicates offline and problem connecting to cloud for nest router but wifi connected

[TheRiceClan]

I set up my Google nest router and point to make a mesh in the home. It is connected and working well, the internet speed test indicates a blazing connection. But when I try to look at privacy settings or any settings for the nest primary wifi network it shows- Problem connecting to cloud.

I have done a power cycle as well as a factory reset and a new set up.

Why does the router appear offline in the google home app, but the wifi works?

[olavrb]

This has been a common issue for months now, and I haven't heard about a fix any time soon.

As you've already tried the common things like power cycle and factory reset, could you try to disable IPv6 from the Google Home app?

• Wi-Fi (icon) -> Settings (icon) -> Advanced settings.

Maybe you'll need a power cycle or factory reset before being able to change the settings.

[TheRiceClan]

Thanks for the feedback- but I have tried a power cycle and I can't get into the advance settings as the message appears 'problem connecting to cloud'.

No solution yet.

[olavrb]

Factory reset all pucks, set up first puck, disable IPv6 at once, set up more pucks. Could work.

Do you happen to have a router i front of Nest Wifi that is not bridged/ running as a firewall with NAT too? This could also cause problems.I

I'll escalate this thread.

Edit: I did not manage to escalate this thread, I've informed the community managers.

[EdwardT]

Hi folks,

@78912 and @olavrb, thanks for the help!

@TheRiceClan, how's it going with your Google Wifi? Were you able to try the steps provided by olavrb?

Thanks,

Edward

[EdwardT]

Hi TheRiceClan,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[EdwardT]

Hi TheRiceClan,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[TheRiceClan]

I have access to the wifi cloud settings in the Google Home app. However, the app still indicated that the Nest is offline in the Google Home app when the internet is connected and everything is working.

[Jeff]

Hi TheRiceClan,

Have you tried resetting your connection to the cloud servers? If you haven't done that, it's worth a try. Also, if you haven't done so, try clearing the cache from the Home app as that will often clear these sorts of things up. Below are the steps for resetting the cloud service connection.

Open the Google Home app.
Tap the WiFi icon.
Tap Settings.
Select Privacy settings.
Toggle Nest WiFi cloud services OFF and wait for 30 seconds, then back ON.
Once done, close the Home app and perform a full network restart to ensure that the new settings are in place. To do this, I would recommend doing a power cycle on your network.
Disconnect the power adapter and the Ethernet cable from the Nest WiFi router.
Disconnect the power adapter from the Nest WiFi points.
Disconnect the power adapter from the modem. Allow all devices to stay disconnected from the power for 5 minutes.
Connect the power back to the modem only and wait for it to fully back up. All lights should be lit up before moving to the next step.
After the modem is back online, connect the Ethernet cable back to Nest WiFi router's WAN port (globe symbol port).
Connect the power back to the Nest WiFi router and to the Nest WiFi points. Wait until they're all fully back on.

Once you've given that a try, let me know if you're still seeing the same issues.

Thanks,

Jeff

[Jeff]

Hey TheRiceClan,

I wanted to check in and see if resetting cloud services had any impact for you. If things are still not working correctly, please let me know and I can keep helping.

Thanks,

Jeff

[Jeff]

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Jeff

[78912]

As olavrb mentioned this has been an ongoing issue with many users. App shows router /points offline but everything is working as it should. I had the same issue where I would get a notification saying " Your Google Router is back online - it was off for 1 day 4 hours" problem was it was never offline.  I enabled IPV6 and UPnP and selected custom DNS (I picked CloudFlair) and since doing this I have not had this issue return. It maybe unrelated to these settings, but I'm no longer having the points or router show offline. Also you're not using any sort of VPN on your network that might be blocking communication with the cloud services?