Google Nest Pro point say offline occasionally in Home App, BUT not really offline

[donaldscanlon]

With the most recent updates to the Nest Pro Wifi in mid Dec. 2024 and now the Google Home App with the integration of other Nest products and material U update my points are constantly saying offline in the app and getting alerts, but that is not the case. They are online, all our devices and cameras work fine and are online and ONLY connect to the Google Wifi network.  Also the light on the points is solid white and not blinking yellow/orange or blinking white like it actually would if offline.  Occasionally the Home App will also say its completely offline.  Any idea what is going on and should I just wait for Google to push more updates?

[chimpster23]

I have a similar issue after the update:

1 - [2 of my 3] google nest pro's go offline at the middle of the night every day, but the network still "seems" to work.  They go offline and I get a notification on my android via google home app push.  Running a wired backhaul.

2 - Frequently, I get a yellow blinking light on the same 2 of 3 points, and then it goes back to normal.  I have had this since 2022 and I have never gotten those yellow lights before, only started in Jan.   I tried changing wires and ensuring everything is plugged in and working.  I reset my devices as well, none of these seems to fix the issue. 

3 - one day the whole network complexly turned off and I did not have any internet in the house, it was not an issue from my ISP.

I am disappointed with this process and worried about the networking going offline again. 

[donaldscanlon]

I wonder what we have to do to get Google to chime in?  

[ByronP]

Hi Folks,

Thank you for reaching out to the community. I apologize that you're experiencing troubles with your Nest Wi-Fi Pro and Nest Wi-Fi Point going offline in the Google Home app; however, it still works and has access to the Internet. I understand how frustrating this can be. Let's work together to find a solution.

Before I begin, please answer the following questions:

• Are you logged in to the correct account in the Google Home app?

• Are you in the correct configuration? (Note: If you signed into the wrong configuration, the network may indicate as offline.)

• Do you have internet access when you connect via wireless or via Ethernet?

Please keep me posted. I look forward to your response.

Regards,

Byron

[donaldscanlon]

1. Yes I am signed into the only account we have.

2. Not totally sure what you mean but again signed into the correct account.  

3. Yes we have internet access when connected wireless.  Main point is hardwired

These issues only started after I received the Dec. update in Jan. and the update to the Home App.  Before that everything was great.  

[ByronP]

Hi donaldscanlon,

Thank you for your response. I appreciate the detailed information. I'm sorry for the misunderstanding with the second question. Based on your answers, please do the following:

Force close and reopen the Google Home app. Sometimes cloud services don't sync properly to the Google Home app. When this occurs, restarting the Google Home app resolves the situation. A Google Home app restart forces it to sync with the cloud. Here are the steps:

Android:

1. Tap the Recent apps button.

2. Swipe left or right to select the Google Home app.

3. Swipe up on the Google Home app to close it.

Or

1. From the bottom, swipe up, hold, then let go.

2. Swipe up on the Google Home app.

iOS:

iPhone X or newer versions:

1. From the bottom of the screen, swipe up and pause slightly in the middle of the screen.

2. Swipe right or left to find the Google Home app. 

3. On the app's preview, swipe up to close the Google Home app.

iPhone 8 or earlier versions:

1. Double tap the home button to show the most recently used apps.

2. Swipe right or left to find the Google Home app. 

3. On the app's preview, swipe up to close the Google Home app. 

• Verify if the customer’s issue is now resolved.

• If the customer still experiences the issue, then go to the next step.

Let me know how it goes and keep me posted.

Regards,

Byron

[donaldscanlon]

I have forced closed the app the way you asked and also through the settings tab in my Google Pixel 9 Pro for a force quit.  Still getting alerts of offline points

[ByronP]

Hi donaldscanlon,

Thank you for your response. I appreciate the effort to troubleshoot this situation. Help's here.

1. Please check if you paused the device where you view the Google Home app.

2. Check if there's a switch or a third-party router upstream from the primary point. The firewall of the third-party router can block cloud services, which may cause the app to indicate as offline.

Attempt one of the following:

• Set a Demilitarized Zone (DMZ) on the upstream router for the parent point.

• If possible, put the upstream router in bridge mode.

• Disable the firewall and wireless of the upstream router. 

3. If there's a switch, it may block Spanning Tree Protocol (STP) packets. Determine whether the switch is managed or unmanaged and attempt the following:

Unmanaged: Move downstream from the parent point.

Managed: 

• Enable Bridge Protocol Data Unit (BPDU) flooding.

• If the issue persists, attempt the following:

• Set an Any-Any rule for the parent point.

• Forward the Cloud services port 5222 User Datagram Protocol (UDP) to the parent point. 

Let me know how it goes and keep me posted.

Regards,

Byron

[donaldscanlon]

I'm constantly getting the message "Network was offline for 2hrs because the Domain Name System (DNS) resolution failed". Also, "WiFi might have gone offline because of loose cable or service outage"

[ByronP]

Hi donaldscanlon,

Thank you for your response. I appreciate the detailed information and the effort to troubleshoot this situation. Let's explore alternative options.

Based on the information provided, please try to change the DNS; it allows the app to communicate properly with the cloud services. To change and set a custom DNS, please do the following:

1. Open the Google Home app.

2. Tap Favorites or Devices. For the 2 options, you can select either of the following:

• Under Favorites: Tap Wifi.

• Under Devices: Tap and hold your device's tile Settings or More menu Settings.

3. Tap Network settings and then Advanced networking.

4. Tap DNS.

5. Select Custom and enter 8.8.8.8 and 8.8.4.4.

6. Tap Save.

Important: These are the primary Google DNS servers that have been tested and confirmed to be quick and reliable nationwide.

If you have IPv6 set, you need to specify a custom IPv6 DNS.

Google IPv6 DNS: 2001:4860:4860::8888 and 2001:4860:4860::8844

If you encounter trouble with these addresses, set DNS to ISP's DNS instead. This only uses the ISP's DNS and doesn't try to add Google's DNS as well.

Let me know how it goes and keep me posted.

Regards,

Byron

[donaldscanlon]

• I was getting the same message when the DNS was sent to the ISP.  So on Saturday I did exactly what you said because I read it in another forum with the 8888 and the 8844 under custom DNS and I'm still getting the message occasionally.    

[ByronP]

Hi donaldscanlon,

Thank you for your response. I apologize that the previous steps didn't work. Let's check other options.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Let me know once you're done and check your email for any updates.

Regards,

Byron

[donaldscanlon]

I filled out the form.  

[ByronP]

Hi donaldscanlon,

Thank you for your response. I received your form, and our dedicated team will reach out to you for further instructions.

Please keep an eye on your email for any updates.

Regards,

Byron

[chimpster23]

Before I begin, please answer the following questions:

Are you logged in to the correct account in the Google Home app?

Yes

Are you in the correct configuration? (Note: If you signed into the wrong configuration, the network may indicate as offline.)

Yes wired backhaul all points show up with great connection until we see drops

Do you have internet access when you connect via wireless or via Ethernet?

Yes we have internet access when connected wireless and wired.  Main point is hardwired

I get yellow flashing lights but then it goes away by itself

every morning around 4-5 AM the two points drop offline for 1 -2 hours each.

[ByronP]

Hi chimpster23,

Thank you for posting. I appreciate the information. Based on your answers, I need to ask some additional questions:

• Does your modem have an internet connection?

• Were there any recent power outages in your area?

• Is the situation with the parent or child point?

• Has your primary Wi-Fi router been set up before, or is it new?

• Please keep me posted; I'll look forward to your response.

Regards,

Byron

[chimpster23]

Does your modem have an internet connection? 

Yes there have been no outages in my area whatsoever

Were there any recent power outages in your area?

There were no outages for power

Is the situation with the parent or child point?

Over the last month I have disconnected child points 25 of the 30 days 

One of the 30 days it was disconnected completely including both parent and child 

Allpoints are wired backhaul 

I have reset the settings and network several times with no solution I have also tried to reset individual points with no luck at all 

I also tried to remove all wired and make this a Wi-Fi-based backhaul with the same issue

Has your primary Wi-Fi router been set up before, or is it new?

The primary router has been set up before and I have reset it multiple times as well primary point is in my basements 

[ByronP]

Hi chimpster23,

Thank you for your post. I appreciate the detailed information. 

Please try the following steps:

Perform a 2-minute power cycle. Here are the steps:

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 point.

4. Leave everything unplugged for 2 minutes.

   • Start a 2-minute timer to track.

   • Check the make and model of your modem, and make sure there isn't a backup battery.

5. Connect the power to the modem, then wait up to a minute until the modem fully powers on.

   • All light indicators must be solid colors.

   • Connect the Ethernet cable, then the power cable to the parent point. Wait until the parent point is fully back online.

6. Connect the power cord to the child point.

Let me know how it goes and keep me posted.

Regards,

Byron

[chimpster23]

I will do that now and report back typically the disconnects of device offline messages happen overnight so I will do this restart process now and message you back in the morning to see if anything went wrong 

[donaldscanlon]

I have done this a few times in the past 2 weeks.  Same issues stilll

[donaldscanlon]

I'm constantly getting the message "Network was offline for 2hrs because the Domain Name System (DNS) resolution failed". Also, "WiFi might have gone offline because of loose cable or service outage".  I was not getting this message before.  I did on Sat. change the settings to the custom DNS with 8888 and 8844 and still getting the message.  

[donaldscanlon]

I'm constantly getting the message "Network was offline for 2hrs because the Domain Name System (DNS) resolution failed". Also, "WiFi might have gone offline because of loose cable or service outage" 

[chimpster23]

I did your steps to reset things and I ran into the same issue two devices both child were offline in the morning for more than half hour

[chimpster23]

@ByronP 

1 - I am seeing a VERY frequent yellow flashing light, please let me know if you can pull a diagnostic off the device logs.   I do not have any wires loose and faulty.  I tested my speed and they all are pulling close to 1gb which is per my plan.  I have no idea why it's flashing yellow and the only way I can think of solutioning this is to get a diag.  The error message on yellow light is way to vague per the user manual, which states it can be a network issue or wiring issue. 

2 -can find a way to force me back to the old firmware that would be help me solution if it's truly firmware related update issue or not.

[ByronP]

Hi chimpster23,

Thank you for your response. I appreciate the detailed information. Let's explore an additional option.

Please check and access the status report.  To access the status report, you need to connect to the Wi-Fi network, either over wireless or via Ethernet. Take notes of the results for WAN:

CaptivePortal: If captivePortal is True, the Wifi device won't go online. Proceed to power cycle the modem. A suggested step for a captive portal connection is to connect with Ethernet to the point with an external device in order to log in to the captive portal and come back online.

EthernetLink: If EthernetLink is False, verify the Ethernet connection.

InvalidCredentials: Ideally, this should be False. If invalidCredentials is True, the entered credentials for PPPoE or Static IP are invalid. You might need to check the correct credentials with your ISP.

IPAddress: If ipAddress is false, verify also the Ethernet connection.

Online: The online status is related to the IP address. If the status is false, you need to contact your ISP.

pppoeDetected: If the pppoeDetected status shows False, verify the Ethernet connection as well. Otherwise, refer to your ISP to confirm if the PPPoE credentials are correct.

Note: If there's no connection with the modem, or the status report indicates that you need to check the correct credentials, refer to your ISP.

Let me know how it goes and keep me posted.

Regards,

Byron

[chimpster23]

@ByronP 

I lost you after you said this statement: - need more clear guidance and step by step process. 
To access the status report, you need to connect to the Wi-Fi network, either over wireless or via Ethernet.

How do I go about doing the next steps?

Take notes of the results for WAN:....where do I find this? 

[ByronP]

Hi chimpster23,

Thank you for your response. I'm sorry for the misunderstanding. Here are the steps to access the status report:

Use the following format to access:

Custom SSID: http://192.168.86.1/api/v1/status

Custom LAN IP: http://[custom IP]/api/v1/status

Bridge mode: http://[WAN IP assigned by upstream router]/api/v1/status

Child point: http://[WAN IP/api/v1/status

Note:  If you're unsure of the IP address for the parent point, use the following URL: http://testwifi.here/api/v1/status.

Those are the commands to access the status report and should get the following information:

After getting this information, please check the previous post for the parameters to review.

Let me know how it goes and keep me posted.

Regards,

Byron

[chimpster23]

So I think I did this right I pulled the information associated to each one of my Wi-Fi points The first Wi-Fi point is in the basement which is the true wired connection to the modem The second two Wi-Fi points are then wired mesh and basically I went on the Google app identified the necessary IP address for each one by looking at the device IP address and then used that IP address into the web link text that you provided and revised or updated that information there 

My findings were a little bit odd and I don't know if I'm reading this clearly on the basement one it shows that the captive portal is false and the ethernet link is true and the triple p OE detected is false 

Conversely on the other two wired points the ethernet link shows up as false I have no idea why it would say that considering I have a wired backhaul and even on the Google Home app it shows that it's wired which makes me feel like I may not have done this correctly or if I have something else as the issue can you please let me know if I am looking at this information correctly I have printed as a PDF each of the logs if that helps I can send that to you

[ByronP]

Hi chimpster23,

Thank you for your response. I appreciate the effort to troubleshoot this situation and the detailed information.

So here are the parameters for WAN that need to be checked:

• captivePortal: Recognizes if the network requires login credentials. This setting is usually found in public networks that require login, such as an apartment, dorm, or library. If this setting is set to true, the device can’t go online as it’s not supported.

• ethernetLink: Identifies if an Ethernet cable is connected to the WAN port of the device.

• gatewayIpAddress: Identifies the gateway of the upstream device.

• invalidCredentials: Determines if the credentials for PPPoE or Static IP are valid for the connection.

• ipAddress: Confirms if the device receives an IP address.

• ipMethod: Identifies the WAN setting the device uses.

• ipPrefixLength: Identifies the number of bits set in the subnet mask. For instance, the subnet mask 255.255.255.0 is 24 bits.

• leaseDurationSeconds: How long the device retains the DHCP lease before you try to renew or release the current IP.

• localIpAddress: WAN IP address of the device.

• nameServers: The DNS the device currently uses.

• Online: Identifies if the device is online or offline.

• pppoeDetected: Identifies if the upstream device requires PPPoE credentials to access the internet.

The main goal here is if there is no connection with the modem, or the status report indicates that you need to check the correct credentials, you might consider contacting your ISP.

Let me know how it goes and keep me posted.

Regards,

Byron

[chimpster23]

@ByronP 

I tried all your steps and I am still having issues and I am getting a yellow flashing light every day with device disconnects. Can you please provide me a form as well to fill out and get further detailed support? 

[ByronP]

Hi chimpster23,

Thank you for your response. I appreciate your effort troubleshooting this situation. I apologize that none of the steps provided worked. Let's check alternative options.

Before moving forward, I still need to check additional options. Please do the following:

Disable bridge mode on the Wi-Fi device; on some occasions, bridge mode might've been enabled during setup. Try to disable bridge mode, then check if this resolves this situation. Here are the steps:

1. Open the Google Home app.

2. Tap Wi-Fi, then Settings, and then Advanced Networking.

3. Tap Network mode, then the Wifi router or point, and then NAT (standard) mode.

Also, if you still have the same results, please perform a factory reset; here is the article on how to factory reset your Wi-Fi device.

Let me know how it goes and keep me posted.

Regards,

Byron

[chimpster23]

When I follow those steps, it says Device Mode has been automatically set and i can NOT have the option to disable bridge mode.  

I see 3 points.

Point 1 is NAT Standard

Point 2it is blank

Point 3 is Bridge Mode. 

when I did a factory reset, it still shows up as bridge mode. 

[ByronP]

Hi chimpster23,

Thank you for your response. I appreciate the detailed information. Let's find an alternative solution.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Let me know once you're done and keep me posted.

Regards,

Byron

[chimpster23]

I have completed filling out the form

[ByronP]

Hi chimpster23,

Thank you for your response. I received your form, and our dedicated team will reach out for further assistance.

Please keep an eye on your email for further instructions.

Regards,

Byron