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. 

[apexslide]

Have multiple gen 1 devices in my home.  Tried to add a new google router to control things but use the old gen 1 devices as points.  New Nest router won't connect and I had to do a factory reset to get the old router online.  Now when I try and add in the points they all "Fail to connect" and I can't get anything to be added.  

[Jeff]

Hey, Rsr.

It's been a while since you posted and I'm sorry for the late reply here, but have you been able to resolve this or are you still seeing the same issue? Let me know if you need support and I'll be happy to help out on that. I know how frustrating setup issues can be.

@apexslide, sorry you're having the same troubles. You've done the factory reset on the old points, but have you tried it on the new Nest router as well? I know it's new, but sometimes when setting up points, it's helpful to reset all devices involved. If you've already done so, just let me know and we can check other options on this.

Thanks.

[apexslide]

I'm still having this issue.  I have tried using a hard wire to connect the point to the router, still no luck.  I have 3 points and I can get NONE of them to connect.  

[apexslide]

I have moved the points so they are next to the router.  I have moved them so they are in the next room.  I have hardwired them into the router.  I have hardwired them into an ethernet switch.  I have uninstalled and reinstalled my app on my phone.  I have manually factory reset the router and all points multiple times. 

I get same result.  Once I get the router online and establish a new network, I get the Connection failed. Couldn't connect to device. Try again or tap get help for more solutions." error.

[apexslide]

When trying to setup a point the app detects the point and when I try and connect to it I get:

"The WiFi network "setup(pointID)" does not appear to be connected to the Internet.  Do you want to temporarily use cellular data? "  I have tried using cellular data and Keep trying Wi-Fi.  

[Awesum]

Hi ApexSlide

I had the same issue and what solved it for me was the following.

I went into the Google Home App and selected Wifi, Settings, Privacy Settings and turned off Nest WiFi Cloud Services and WiFi router and point usage stats. Once you connect to your point it will give you an opportunity to turn these items back on. Hope this helps.

[Jeff]

Thanks for the extra info, apexslide.

Yeah, that's really frustrating, and you've tried a lot of troubleshooting only to run into the same issues. Have you tried rotating a different point in as the main router? It's not always a fix, but it has worked for other users at times. It's probably worth giving that a try too.

Thanks.

[apexslide]

I have tried swapping out multiple of the units and got nowhere.  I finally broke down and got a cheap Android tablet, I heard the issue is with iOS.  I was able to get everything configured with the Android tablet and I'm back up and running again.  HORRIBLE experience and I'm now out $200 for a tablet I didn't need but had to have to get back online.  

The iOS app needs to be fixed so people don't run into this.  It totally crippled me. 

[Sammy3]

I’ve just hit this same issue with my 3x Google wifi devices. I even had my ONt replaced before I realised it was an issue with Google Home.

I’ve even tried to install an android emulator (BlueStacks) to get the home app to work (don’t bother - it needs Blue Tooth which the emulator doesn’t support).

Can you please just bring back the Google wifi app or fix the bug in Google Home? Right now I have to go buy a cheap android  to get around this. Will probably be the last piece of hardware I buy from Google.

[Jeff]

Hey, apexslide.

Sorry that you had to go to those lengths to find a workaround. Yes, the iOS bug is a known issue and will be fixed, but I don't know the timeline for that. Sorry it's been such an inconvenience.

[jjgnyc]

I’m having the same problem. So what you’re suggesting is…??  Should I just return the product??

[rruggerio]

@JeffHaving the exact same issue. I have two older google wifi units and have tried everything mentioned here short of buying an android tablet. Any updates on the iOS bug fix? I'm going to assume there are a lot of users in the same position after the holiday.

[Validus001]

Not to rain on your parade but I'm having similar/same issues and I have am using an Android phone.  Having to reboot every 2-4 weeks lately only to have all external (streaming) devices connected and an intact mesh/wifi but unable to directly access my "points." In the app, I can see the device and it tells me I have a great connection. When I hit the "sprocket" for settings I get the message "unable to load" "There could be a connection issue"  Again, all of my connected devices seem to work but I can't access or modify the actual network (google/nest) devices themselves. The only thing that fixes it is a hard reset and starting over again, from scratch. Maybe this is a software issue from a recent app update? I haven't been tracking updates but everything worked a few months ago and then suddenly I'm having to hard reset every two to four weeks.

Not cool. 

[Roxana]

Trying to set up a  Nest Wi-Fi and keep getting the message that there is no connection  try again later

I have already reset everything and it still won’t work

can this be fixed or is it an iOS bug and I should return this nest Wi-Fi to Costco?

[apexslide]

I had to get an Android device from Costco to get routers set up.  Known bug with IOS not sure yet when it will be fixed.  

[djmotto2]

lol this is so sad. The only way to fix this issue is to use an android device. From a billion dollar company. Love to see it

[Epicxmo3896]

So true. Google fix this!

[Jessol]

I had the same issue..delete and re-download the Google home app. You might have inadvertently blocked some permissions that allowed the app to link to the nest during setup. 

[Womguy]

Any update on this issue? As above, bought 4 google wifi points at Costco. Have Xfinity internet and iPhone XR. Set up first point as router with no issues. Have had no luck onsetting up the other 3 points in a mesh ("after scanning QRC code on each get the same"Connection failed Couldn't connect to device" error. Have tried resetting, etc. with no luck. Tried calling Google help but never got a person on the phone or chat.  Trying to get a wifi connection to the basement for an upcoming Peloton delivery and connection.

[mama_marf]

I'm having the same issue - I'm furious. I've done everything listed in this thread short of buying an android device to fix it - which is insane. 

[mama_marf]

And by the way - you will LOVE your Peloton!! I got the Bike in Oct of 2018 and the Tread+ in October of 2020.

[Womguy]

Looking forward to getting the Peloton and it connected and me up and running or riding! sounds like you've got a big head start on me.

[mama_marf]

It's a great community! You'll love it!

[Womguy]

I did receive my new Peloton+ and have used it for 14 straight snowy days in Chicago.  Love it so far.

[Womguy]

Finally got a pleasant Google rep on the phone today who walk me through several of the same solutions  and settings on my iPhone. After 30 minutes or so he suggested I take the 4 pack back to Costco and try another. Having the same result with the new 4 pack. Frustrating.  Assuming there is some setting I'm missing but can't figure it out. Will probably return the second set tomorrow. Next, whether to try the Nest wifi or Eero wifi 6.

[mama_marf]

I ended up borrowing an Android laptop from my neighbor -- installed my wifi points in seconds after the HOURS I wasted.  Apple needs to get their crap together.  It's 100% an iOS problem.

[Womguy]

I'll have my Android loving son in law stop by with his phone before I return it again! Seems like it shouldn't be hard so it's worth giving the a shot. 

[mama_marf]

Yeah - I was like "I did this before - why is this so hard to add another point??"  I returned one assuming it was bad, and then the second didn't work either. Glad I stumbled on this post - I can't believe iOS is an issue for this long!!  It literally took seconds with the Android.  And I can see them all in my app on my iPhone now and run mesh tests and everything - just can't get them added.  

[Womguy]

Found my wife's old Android phone, charged it up and set up the mesh network with no issues. Crazy that google wouldn't fix this iOS issue.  Clearly losing sales on returns and creating bad brand image. Also strange that the google help desk person wouldn't come clean when I asked if there was an issue setting up with iOS devices as I had read. Anyway, network is now set up.  Only wasted about 2 days on something that should have taken ############ minutes.

[Womguy]

not sure why all those ###s appeared when I sent the past reply. wasn't swearing.

[mama_marf]

Assuming it’s Apple that doesn’t want to play nice with google??

[apexslide]

Crazy thought, can you allow a browser to do the config changes?  Why does it have to be a mobile device or tablet, why can't a PC with wifi card do the same thing. 

At least the system is stable and once set it should be good.  If I had to use a droid device every time I want to make a change, SUCK. 

[Jeff]

Hey, everyone.

It's been a while since I've popped in, and I can see more reports being added into the mix. I'm still waiting to hear more, and I'm sorry for frustration this is causing everyone. I wish I knew more, but I'm keeping an eye on this and hoping to be able to provide more info soon.

Thanks.

[mama_marf]

absolutely unacceptable that this has gone on as long as it has. The fact that I need an Android to make changes is ridiculous. 

[kmiller405]

It's now March  of 2023 and this is still going on.  I don't have an Android device to use. Will try to borrow one.  But this is nuts.

[rruggerio]

So I've seen multiple threads on this topic and rumblings all over the internet. @Jeff is there any light you can shed on this, This is now close to 6 months for me, I've upgraded all of my Google Wifi to Nest and the issue persists. The unit that is problematic has been swapped and is in line of sight 20 feet away from another way-point. 

[Jeff]

Hey, everyone.

I have a little more news to share. While a more permanent fix is being worked on, we have found a fairly reliable workaround. There seems to be an issue in iOS with proximity during setup, so here's the process.

• During setup, have all your devices involved (router, points, iOS device) in the same room
• Perform setup with the points all present (don't move them to their place where they'll be used yet)
• Once setup completes for each point, move the points to where they will be used
• Run a mesh test to check for good connections and coverage
• Adjust placement of points as needed

If you still can't get setup to complete with all the devices in the same room, please let me know.

Thanks.

[Womguy]

Jeff,  On my second purchase of the Google Wifi system I tried to set it up exactly as you suggested with all 4 pods and modem and iPhone in same room.  First pod/router set up fine. The rest of the pods/mesh failed on several attempts even after resetting the devices.  After I charged my wife's old android phone and added google home app I was able to finish setting up the rest of the network with no problem.  Has worked fine since.

[Jeff]

Hey, Womguy.

Thanks for reporting back about your setup process. We are aware of the iOS bug and it's being worked on. For those who do have access to an Android device, definitely try setup using that.

Thanks.