Google Home app says device offline but is...cannot pause

[Ctucker33]

Hello,

This is quite madening and I am hoping someone can help me.  My daughter has a Kindle Fire 10 which I set up as a group on the home app.  I set a scheduled time for her internet to pause and that worked for a day or two.  Now the device ONLY shows up as offline and NEVER pauses.  Even when it says it is offline, its not as I have access to the wifi on it.  I set it up to have a reserved IP.  I've restarted the network multiple times as well as reimaged her device.  Nothing works.

Can someone advise how I can go about pausing the internet for this device that constantly shows up as paused?

Thanks,

Craig

[LovelyM]

Hello Ctucker33, 

Thanks for reaching out. I'm sorry for this experience. 

Please make sure that your daughter's Kindle Fire 10 is up-to-date. Verify that you have the latest Google Home app installed. You may also try to forget the Wi-Fi network on the Kindle Fire 10, then reconnect before trying to add it to a Family Group to pause or unpause. Check out this link for more information.

Let me know how it goes.

Best regards, 
Lovely

[Ctucker33]

Thank you.  Kindle is up-to-date.  I do have the latest Google Home app installed.  I have tried repeatedly "forget" and add the Wi-Fi network.  It still says the device is offline when it is online and actively opporating.  It doesn't pause when scheduled.

[LovelyM]

Hi Ctucker33,

Sorry for the delay. See if setting up a static IP address for the Kindle Fire 10 will make it show constantly on your Wi-Fi network. If this doesn't work, share with me your Google Home app and phone model.

Keep me posted.

Sincerely,
Lovely

[Ctucker33]

Hi,

yes, the kindle fire is set up as a static address. It shows constantly on the app, however it always shows offline even when it’s in use.  And never gets paused due to this.  

I am using an iPhone 14 pro max.  I am currently on iOS 16.6.  The nest pro wifi software version I am running is 1.63.355999.  

[LovelyM]

Hey Ctucker33,

If you have IPv6 configured on your Wi-Fi network, please disable it. Change the DNS server on the Google Home app and once done, perform a 2-minute power cycle on your entire network. 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 from the modem, then your router and points.

Hope this helps.

Thanks,
Lovely

[Ctucker33]

Is there any update on this?