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Google Nest WiFi Pro point is permanently offline

BCSDEL7
Community Member

Bought this from Google tried all troubleshooting tips, power comes on, white link blinks and stays on but it doesn't join the mesh stays / shows offline.

Tried to call / chat horrible experience, chat form continues to say form submission is invalid ... call form said I would be contacted in 1 minutes it is now many hours later.

This is a $200 wireless point sitting doing nothing and I have no connectivity in the areas it was covering.

Any suggestions and / or help?

6 REPLIES 6

olavrb
Platinum Product Expert
Platinum Product Expert

What are you trying to connect it to, and how?

Here is the general set up guide:


I don't work for Google.

BCSDEL7
Community Member

Thank you for your response ... much appreciated.

I had a Google Nest WiFi Pro Mesh network setup with a total of 3 nodes ... 1 router and 2 points ... in February I added a 3rd point for a total of 4 nodes in the mesh. It worked till about 4 weeks ago, and then it intermittently started complaining (in the Google Home app) that this node was offline. I tried setting it up in different locations and it would work for some time, but from the last 3 weeks it says it is permanently offline.

I followed Google Nest WiFi Pro instructions including Factory reset but it doesn't show up connected ... the light even during and after the Factory stays white ... it does blink for a few seconds during the Factory reset.

olavrb
Platinum Product Expert
Platinum Product Expert

Thanks for more details/context.

Four is a lot (of Nest Wifi Pro units). Do you need that many? Too many can do more harm than good, due to the overhead (traffic going between the Nest Wifi Pro units themselves) and interference. More on placement and how many you need:

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It's also best to create a star topology, as in placing the main/master unit in the center of all the other units. As in, place the main unit in the center of the house, rather than at some outer point. It will give better performance and reliability, as it gives fewer jumps between the units. I've tried to visualize the pros of this approach like so:

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It's also worth considering going wired backhaul, as in pulling ethernet cable between all the Nest Wifi Pro units, instead of wireless backhaul, a.k.a. mesh. This will give better performance and reliability. Add an unmanaged switch behind the primary Nest Wifi Pro unit to get more LAN ports, rather than daisy chaining them. Here's a diagram of how that can look like:

More on wired backhaul:

If pulling ethernet cable everywhere ain't an option you could consider ethernet over coax (MoCA) or powerline.

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One last thing: Is your ISP equipment in bridge/bypass mode, so you avoid double NAT? If not it can hurt performance and reliability, and it can create strange peoblems. More on why double NAT is bad:


I don't work for Google.

BCSDEL7
Community Member

Thank you for the detailed response ... I seem to be in a "star" topology and I had introduced the 4th point since one corner of the house the wireless signal was always suspect.

Key point is that that the 4 points actually worked well from Feb to about a month ago (June) and then this started happening.

I want to thank you for taking the time ... at this point, I'll figure out what to do ... one of the reasons to go for something like a mesh is to not have the convenience of plug and go.

 

LovelyM
Community Specialist
Community Specialist

Hello everyone, 

I appreciate your assistance, @olavrb.

@BCSDEL7, thanks for reaching out and sorry for the delayed response. I want to see if you are still in need of any help. Please let me know if you are still having trouble from here, as I would be happy to take a closer look and assist you further.

Sincerely, 
Lovely

i have the same issue.