Google-Home-states-that-WiFi-is-offline-but-works-fine

[Rokesby]

https://www.googlenestcommunity.com/t5/Nest-Wifi/Google-Home-states-that-WiFi-is-offline-but-works-f...

I have the issue which is discussed here.

I have tried the solution given by @Jeff  but the issue is not resolved.

I hope that I can get some assistance here.

Thank you

[AbigailF]

Hey Rokesby,

Thanks for posting. Can you try using a different device to access your Google Home app? Check if it still shows the same offline status. We'll wait for your update.

Best,
Abi

[Rokesby]

Hi Abi, thank you for helping. I just did a fresh install of Google Home on my iPad. Until now, I have used just my iPhone to control my Wi-Fi. When I log onto Google Home on my iPad I also get the same ‘Your network is offline’ message. So the iPhone and iPad are displaying the same error.

Can you advise further please?

Thank you.

[AbigailF]

Hi Rokesby,

Give these steps a try:

Confirm that IPv6 is enabled on your device. If so, toggle it off from your Google Home app.

Restart your device with the power cord.

Unplug the power cable from the Wifi device.

Wait 10 - 20 seconds for the device to fully power off.

Plug the power cable back into the Google Wifi device.

Wait 1 or 2 minutes for it to fully power on.

Let us know how it goes.

Regards,
Abi

[Rokesby]

Hi Abi,

Thanks again.  You’re correct in that IPv6 is enabled.

However, I’m unable to disable it.

When I click on the toggle, I get a spinner, and then after a short while (just over 30 seconds), I get the message : Error, An error has occurred while updating your settings. Please try again in a few seconds.

I have tried this a number of times and can’t get past this stage.

Please do advise, thank you.

[AbigailF]

Hello Rokesby,

Try to uninstall and reinstall your Google Home app. Let us know if you'll be able to toggle it off after that.

Best,
Abi

[Rokesby]

Hi Abi,

Sorry but that didn’t work,.

This did not work on the freshly installed Google Home app on my iPad.

I uninstalled, reinstalled on my iPhone and that did not work either.

Thanks.

[AbigailF]

Hello Rokesby,

Thanks for trying out the steps. I'd like to isolate the issue. Could you try to access your Google Home app using an android device? 

Regards,
Abi

[Rokesby]

Sorry but I don’t use an android device only apple devices. 

[AbigailF]

Hi Rokesby,

Do you have a switch or a third-party router before your main Google Wifi router? We'll wait for your answer.

Best, 
Abi

[Rokesby]

Hi Abi. Yes a third party modem/switch feeds into the google wifi unit. 

[AbigailF]

Hey Rokesby,

You’ll need to set your modem router on bridge mode. Please contact your Internet Service Provider and have them assist you with bridging your modem. Once your modem has been reconfigured, you will need to factory reset then set up your Google Wifi router and points again. Let us know the results after.

Cheers,
Abi

[Rokesby]

hi Abi, 

I'm sorry but I'm not following here. I've been using Google Wifi for a number of years now. And this is the my third modem so far. The failure recently has nothing to do with my modem setups and I believe that I'm technical enough to make that determination. I don't understand why you're asking me to do this and then factory reset everything. Can you please provide a more detailed explanation and why you think I need to do this. My setup has been in place for 10 months now, and now the Google Wifi app is failing. Please explain and can you refer me to the documentation.

[AbigailF]

Hello Rokesby,

The reason why we’re suggesting this step is because the firewall of your third-party modem router can block Cloud services which in turn could prompt the Google Home app to indicate your network as offline. As your modem router will be re-configured after putting it on bridge mode, it’s necessary to set up your network again. Your Google Wifi devices may show a ‘Can’t Connect’ or ‘Offline’ message when you try to reconnect your modem router to your Google Wifi devices without doing the factory data reset and setup. Also, the Google Wifi app is already obsolete, so do the setup using the Google Home app instead.

Regards,
Abi

[AbigailF]

Hi Rokesby,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Best,
Abi

[AbigailF]

Hey Rokesby,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks, 
Abi