Google Nest Wifi Pro loses connection to 2.4 GHz devices regularly

[Jan-Paul]

Hello all,

I have an excellent working wifi configuration in my home with 4 Nest Wifi Pro points. I have a great connection everywhere and am very satisfied. Everyone in the house can use an excellent connection on various school, work or private devices. All connections to home automation like Domoticz are stable, domain names work well and I have an excellent fiber internet connection.

On a number of devices in the house, I notice that the connection drops regularly. These are devices that only work on a 2.4 GHz connection. Something my configuration should be able to handle just fine.

Two devices I will briefly further name below because they actually bother me on a regular basis. Namely, my printer and my remote control for audio and video:

• Printer: Canon G3030 Series (G3430)
• Remote: Logitech Harmony Hub

By now, of course, I have tried everything to get the connection stable. The printer and remote have both been reinstalled several times and the Harmony has also been replaced.
However, the printer often remains offline even after repeatedly rebooting and connecting. The problem with the remote is even more annoying because I want to turn down the volume or change the channel but the connection frequently drops out.

I have also provided both devices with a fixed IP address, have the latest updates and when connected everything works properly.
I have everything working nicely on a relatively fresh installation of the wifi points
I have dozens of devices in the house that work fine and without problems.

So the problem is limited only to 2.4 GHz devices. But apparently also, as far as I can tell, to devices that ONLY have a 2.4 GHz connection.

Can anyone say anything more about this? Or are there others where this is noticeable and perhaps there is a simple solution that I am overlooking?

Thanks in advance for your time folks!

[Majkel]

I have the same problem , but with the regular Nest Wifi, and it also only happens with selected devices on the 2.4GHz band. One of them is the Harmony Hub, which disconnects from the network every few seconds and then reconnects, and this continues until I reset Nest router. Afterward, it's okay for a while, but the problem returns."

[Jan-Paul]

Thanks for your reply. Is there anyone else with the same issues?

[ByronP]

Hi Jan-Paul,

Thank you for posting here in the community. I'm sorry that your device loses connection; this could be frustrating since it happens regularly and you don´t know why. Help´s here.

For this concern, please follow the below questions and the troubleshooting steps to isolate the issue:

1. Were there any recent changes to the network or to your Nest Wifi Pro?
   • Did the Nest Wifi Pro recently update?
   • Did your device recently update?
2. Let’s run a network check with a device that can connect.
   • Is the network check close to what is expected?
3. Can the unconnected device connect to other Wi-Fi networks?
4. On your phone, turn the Wi-Fi off, and then turn it back on.
   • Do you know if this device has specific Wi-Fi capabilities?
     • Does it only accept WEP or WPA passwords, such as the original Nintendo DS?
     • Is it meant to only communicate with a networked device it cannot find?
     • Does it require certain ports or a reserved IP to work? If unsure, you may need to research this specific device at this point.
5. Restart the device.
   • Is it able to see the SSID?
   • Is it able to associate with the SSID?
6. If no new devices can connect, this may be an issue with Nest Wifi Pro. Please attempt these troubleshooting steps and check the following:
   • Ensure Nest Wifi Pro is not in Bridge Mode. If it is, it may be the current router preventing connections.
   • Make sure the number of devices does not exceed 254.
   • Turn off currently connected devices to ensure a device limit isn’t blocking additions.
   • Verify that the DHCP IP reservation list is not reserving IP’s of disconnected devices or otherwise offline.

Please let me know if you need more assistance.

Regards,

Byron

[PatInAZ]

Hi,

I am experiencing a similar issue with my Nest Wifi Pro network.

My configuration is 1 Nest Pro router and 1 Nest Pro access point. I have around 60 devices on my network. Most of the devices are IoT. These include Matter enabled light switches/outlets and TP-Link non-Matter enabled light switches. All of these devices are on 2.4GHz band. The remainder of my devices (speakers, hubs, laptops, phones, and TVs are using 5GHz). 

Every day or two, some of my IoT devices go offline and do not recover automatically. I have found that I have 2 options to get them back online. I can reset the network manually on each devices that is offline or I can do a network reset on Nest Pro router. 

My wired devices and my 5GHz devices do not have this issue. Since the devices that are offline are IoT devices, it is not easy to test them with another SSID or network. 

My Nest wifi pro router is in NAT mode, the mesh access point is in bridge mode. IPv6 is disabled, 160MHz channel is enabled, wifi protected access 3 is disabled.

Is there a log or status that I can look at that will give me a clue why my 2.4GHz devices are going offline?

Thank you in advance,

[ByronP]

Hi PatinAZ,

Thank you for posting here in the community. I'm sorry that you can't hold the connection with your 2.4 GHz devices. This could be frustrating, especially if you followed all the steps but could not find the exact issue. help's here.

For your concern, please check for better connections to change the DNS. Here are the steps:

1. Open the Home app.
2. Tap Favorites 
3. Tap WiFi, Network Settings, and Advanced Networking.
4. Tap DNS.
5. Select Custom, then enter "8.8.8.8" and "8.8.4.4.".
6. Tap Save.

Let me know if you need more assistance.

Regards,

Byron

[Jan-Paul]

Done this and will check. I'll come back in a few days.

[ByronP]

HI Jan-Paul,

Thank you for posting.

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

Regards,

Byron

[Jan-Paul]

My Harmony Hub lost its connection aigain. Even a reboot on the Harmony was not succesfull. Or switching my mobile wifi on or off.

Then a full reboot on my network.That did the trick. 

[ByronP]

Hi Jan-Paul,

Thank you for posting. I´m sorry that the device reboot doesn´t work; only the full reboot works on all systems. This could be frustrating, especially if you need to reset all the networks to connect to the device again.

We would like a deep dive into the issue. Please fill out this form, and our specialist team will reach out to you about your concern.

Let me know once you´re done.

Regards,

Byron

[Jan-Paul]

Done!

[ByronP]

Hi Jan-Paul,

Thank you for posting. @Jan-Paul, I received your form, and our specialist team will reach out to you for further assistance. 

@PatInAZ, for your concern about slow internet and drops, please follow below to perform a 2-minute power cycle on your modem. Here are the steps:

1. Disconnect the modem from its power source.
2. Unplug the Ethernet cable and power cord from the parent point.
3. Remove the power cord from the child point.
4. Leave everything unplugged for 2 minutes.
   • Start a timer to track.
   • Check the make and model of the modem, and make sure there isn't a backup battery. If there’s a backup battery, ask the customer to remove the battery; otherwise, it won't perform a power cycle.
5. Connect the power cable to the modem and allow the modem to fully turn on before proceeding.This process can take up to a minute.
   • All light indicators should be solid colors.
   • Connect the Ethernet cable, then the power cable, to the parent point. Wait until the modem is fully back online.
6. Connect the power cable to the child point(s).

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

Regards,

Byron

[PatInAZ]

Hi Byron,

I did as requested, my 2.4Ghz devices are still dropping off of my network.

[ByronP]

Hi PatinAZ,

Thank you for posting. I'm sorry that the previous steps didn't work. But not to worry, let me check other options.

Please fill out this form, and our specialist team will reach out to you via email for further assistance.

Let me know once you're done.

Regards,

Byron

[PatInAZ]

Hi Byron,

I did as requested above. My devices on 2.4Ghz are still dropping off of my network, but perhaps not quite as often (they stayed connected for 3 days, which is better than before I made the change), but that may be coincidental. After I reset the network, they seem to be slower to recover than before I made the DNS change. 

Again, is there a log or other way that I can see why they are dropping? Or is this a known issue?

Thank you!

[Jan-Paul]

Dear ByronP,

A month ago you indicated that my application had been received in correct order. I would be contacted. However, I have heard nothing more.
Can you tell me more?

[ByronP]

Hi Jan-Paul,

Thank you for posting.

I just want to confirm. Did you receive the email about the questions and instructions?

Have you tried to follow the steps in the email sent to you?

Please keep me posted.

Regards,

Byron

[Jan-Paul]

I used the link you send above. Recieved no e-mail... hearf nothing after that. 

Greetz!

[ByronP]

Hi Jan-Paul,

Thank you for posting.

It seems that you submitted the form using a different email, which is why you are unable to view the information. Can you check if you have an additional email account?

Keep me posted.

Regards,

Byron