Google Nest Wi-Fi setup issue

[Rsr]

Just bought a 4 point Google Nest Wifi system. When going through setup in the Google Home App, I add the first point device, scan the QR code on the back, and when trying to connect to Wifi I get the error "Connection failed. Couldn't connect to device. Try again or tap get help for more solutions." 

my internet connection on existing ISSP router is good. 

no helps or CSR number to resolve this issue. 

[SamHarley]

Currently running into this issue - the iOS bug is not allowing me to set up Google Nest Wifi despite the advice provided. I do not have any Android devices. Hoping to see a fix for this very soon given it has been pending for far too long. 

[Jeff]

Hey, SamHarley.

Have you tried setting up all the devices in the same room together yet? It's an odd sounding fix, but we're seeing it work for others. I listed the steps for that above.

Thanks.

[SamHarley]

Hello Jeff,

Yes, I have made sure to keep the devices in very close proximity with one another while attempting set up, along with the other steps of the process you listed. Still no success unfortunately. 

[Jeff]

Ok, thanks for the follow up, SamHarley.

I'm hoping that when we see a fix roll out to address the iOS issues that you will see things clear up for you. I don't have news on a timeline for that, but I'm hoping to hear something soon.

Thanks.

[Bear908]

Trying to instaill new Nest Wifi to implement mesh network in my home.  Tried all three devices as the router without success.  Same issue as those listed below and yes I'm using iOS device for Google Home.

[Mickey5k]

I'm experiencing the same issue. Network just stopped working out of nowhere and now I can't get past the network connection failed issue. It's very frustrating. The amount of money I spend on this and clearly I don't have an android phone to help me. Terrible 

[Jeff]

Thanks for sharing that, Awesum.

Restarting the connection to cloud services is a good step to take for these sorts of issues. It's not always the solution, but it very often works. For those that haven't tried it yet, give that a try and let me know if it works out for you.

Thanks.

[Jeff]

Hi, Awesum.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

[apexslide]

Did this ever get fixed in iOS?  If not than YES we still need it fixed.  

[Jeff]

Hi, apexslide.

There was a recent update to the Home app for iOS. If you haven't installed that update, check to see if it helps on your end.

Thanks.

[cgwaters]

I’m experiencing the same issue. iOS 15.

The device acting as the router and the three devices acting as access points were working fine for months then suddenly would no longer allow connections to the Internet.

I reset the device acting as the router. I also reset all three devices acting as access points; two of the devices joined the mesh but the third refuses to do so. “Couldn’t connect to device”. All three access devices are temporarily in close proximity to one another and in close proximity to the device acting as the router.

I’ve spent way too long trying to resolve this issue. It shouldn’t be this difficult!

[PaulNeilSmith]

@Jeff I bought a Google Nest Wifi today and yes using an IOS device and up to date with the google home app and  it appears this same issue still exists.

[Snibbon]

This happened to me yesterday. I suspect it’s because I updated the Google Home app. When I came back home nothing worked, so I did a factory reset of the Nest Wi-Fi and now I’m getting nowhere.

I’ve tried:

• Physical factory reset x15
• Deleted and reinstalled Google Home app
• Unplugged both router and modem and waited 10 minutes before plugging it all in
• Tried both scanning the QR code AND using the setup code
• Tried turning off “Private Wi-Fi address” in the Wi-Fi settings on iOS
• Restarted my phone
• Tried doing all this from iphone and iPad

and I’ve done everything above in a myriad of different combinations. No luck.

[mama_marf]

Absolutely ridiculous that this is still a problem. 

[PaulNeilSmith]

After talking with google support we believe my issue may be double nat due to a modem/router + router combination.   I need to talk to my ISP to bridge the modem/router which I plan on doing soon.  Hoping this fixes the issue.   I tried it with an android phone and it didn't fix the issue.

My main issue is Chromecast will not work now but everything else connects fine.  uPnP devices are the only thing broken for me.

[Cez531]

Running into same issue this week. 

All of my wifi pucks stopped working and turned into a orange/red tint lights.

I was able to factory reset 2/3 of the wifi point pucks.

The 3rd wifi point will not reset. I held the reset button under the wifi point for 10 seconds. Waited for the blue light to start blinking and release. I let it sit for 24 hours, it will not get pass the stage where it reset, and do the initial setup.

[PaulNeilSmith]

My issue turned out to be double Natting. It was easily fixed once I knew that was the cause. 

[Cez531]

It's currently not plugged into my switch. 

Other 2 pucks reset and came online with no issues. 

Google has started the RMA process for my 3rd puck. 

[jjgnyc]

I just bought a Nest router and point and having the SAME ISSUE. It’s July 5, 2022. Looks like this issue is AT LEAST 8-9 months old and Google has not fixed it.  Can anyone help?  Looks like I’ll be returning this product imminently.

[VicKhan]

I was having the same issue and was finally able to get it to work by manually connecting to the access point’s Wi-Fi on my iPhone and clicking the “i” for more options and turning off both the limit ip address tracking and private Wi-Fi address settings. Not sure which one did it, but worked right away after turning those off and trying to connect in the app again.

[ermc]

This workaround also solved the issue for me. Thanks for finding it!

[jjgnyc]

Thanks VicKhan, appreciate the response. I ended up fixing the issue with a Google support supervisor who had me delete the Home and re-create it which somehow fixed the problem.

[adambarton]

This was the fix for me. Big thanks.

[Dudley44]

Ive tried several times following the instructions to the letter and success is not in my immediate future.  It's going to take a technician to put me back on line.  I'm able to use my upstairs office computer which is hard wired to the old system.  I've tried everything on the instruction help sheet, and nothing works.  Like I just mentioned it's going to take a Tech Person.  

[ITXinNC]

Just to add another potential issue/fix. I had a client come in that had reset their nest router and we were trying to set it back up. We'd get to the Accept/Decline for stats and cloud services and it would briefly say 'Checking for update' and then would say not connected and fail. Fairly new iPhone. Tried setup on my Android - worked like a champ. Ironically - when I tried to factory reset the router via the Android app to get it out of my account - the app crashed. Over and over. Sigh. So reset it via the button. Tried on iOS again. This time I connected them to our WiFI even though they had strong LTE signal and the phone briefly showed the VPN symbol. And we couldn't keep the phone connected to WiFi. It showed connected but no WiFi symbol next to the 5G bars. It would appear then go away. Go into settings, VPN was off. But checked the setup anyway (Settings -> General -> VPN Information) and McAfee Safe Connect was configured as an available VPN and said 'Will connect on demand'. So I deleted the VPN configuration (couldn't find the app at that moment). Did the setup routine again and it worked. But McAfee SafeConnect popped up trying to get itself reconfigured at least 4 times during the setup process. We just denied it. And voila! Nest configured fine. Removed the app right after that. So if you have any kind of VPN configured on your iPhone, make sure it's not set to 'On Demand' (or temporarily remove the configuration) because every time the Home App switched between the setup WiFi and what would be the new WiFi, it kicked in and caused problems.

[Grillmann]

I’m having the same issue. I’ve rebooted modem. I’ve reset the Google router. I’ve contacted Spectrum support. No matter how many times I try, I get connection failed on initial setup. 

[hvandenbergh]

Just tried to add a 4th Google WIFI point to my setup (have 3 correctly working) After scanning the QR it says Connecting to WIFI. But after 30 seconds or so it says "Connection failed, couldn't connect to device' Have tried many times, have done resets, power off, disabled the cloud services. But result remains the same

[Grillmann]

I had the same problem. Turned out a call to Spectrum support corrected the issue. They did something on their end that allowed the nest router to receive an internet signal from their modem.  
(you may not have Spectrum, but it may be similar for any service)

[hvandenbergh]

Was that also for an additional point? I already have 3 access points with good internet access. The problem is adding the 4th.. Assume Spectrum is your ISP?

[hvandenbergh]

Just got it setup with the help of Google Support. When many options didn't work we ended with with a ethernet cable between the new point and the 1st wifi point. That worked

[aneks]

Hi all, I’ve stumbled across this post and see that a lot of people are having the same issues. I’ve found a solution on a reddit post that works like a charm and yes I’m using iOS. 

awesomestvi •6 mo. ago

Additional comment actions

I have found the solution for this problem. If you are experiencing this issue on an iphone then this guide is for you.

I am assuming you have connected your Google Wifi with Ethernet and the internet works fine for you.

Now, to add additional Google Wifi Access Points

1. Open the Google Home app .

2. Tap Add ➕ > Set up device > New device.

3. If prompted, choose a home.

4. Select the device you would like to set up as a point > Next.

5. Scan the QR code on the bottom of your device.

6. Here, you will be asked to connect to your Access Point’s wifi > Join the Wifi

7. It will try to find the wifi connection and you will see “Connecting” on the screen.

8. Go to Settings app on the iPhone (use multitask by swiping up from the bottom of the screen).

9. Go to Wifi section > Press the blue “i” on the right side of the wifi name and disable Private Wi-Fi Address and also disable Limit IP Address Tracking.

10. Go back to Google Home app > here you might see that “connecting failed”… > Press retry.

11. It will ask to reconnect to the device wifi > press Join > while it is trying to connect > go to the settings App again > Wifi > click the blue “i” icon and then again disable “Private Wi-Fi Address” and go back to Google Home app.

It should now be connected.

I hope this helps as it worked instantly for me. 

[marccous]

yes this worked for me, thanks!

[hlilaporia]

Help please 

[Grillmann]

I struggled with the same issue for a while. I have an Apple phone and use Spectrum internet. I finally resolved it by a simple call to Spectrum.  They sud some magic in their end to facilitate the setup. Price of cake after that.