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Google WIFI reset up

mpgoguen
Community Member

Visiting a friend who has a Netgear modem/router combo. Last year he setup a Google WIFI system. He used the same SSID on his Google WIFI as on the Netgear router.  He said his performance didn’t improve after setting up the Google WIFI.  I looked at his Google WIFI and no devices were connected to it.  So I assumed all devices were still connecting thru the Netgear router.  

I factory reset his Google WIFI to set it up fresh with a different SSID to see if devices would connect to the Google WIFI using a different SSID.  Unfortunately when I try to start installing the Google WIFI (router) the Home App appears to be trying to connect it as an (access point) to the Netgear WIFI which it fails to connect to. After scanning the QR code on the bottom of the Google WIFI puck I thought the Home app would prompt me to enter a SSID/Password combo to setup the Google WIFI system but it doesn’t.  It tries and connect to the existing WIFI but fails. I’m stuck in that loop. 

I only have basic networking knowledge so I hesitate logging into his Netgear router to change anything since he works at home and I don’t want to get him into a situation where he has no internet connection. 

If anyone has any suggestions I’d appreciate it.  TIA

8 REPLIES 8

olavrb
Platinum Product Expert
Platinum Product Expert

You could've changed SSID and/ or password without resetting it.

Have you made sure all Nest Wifi pucks are reset, _and_ that the network is removed from the Google Home home?

  • The Google Home home you are adding the first Nest Wifi puck to can't already have a network in it.
  • There can only be one network per Google Home home.

Also, Nest Wifi itself is a router, with DHCP, NAT, firewall, DHCP. Running multiple routers, and thus double NAT, is not recommended. So, either the existing Netgear router, or Nest Wifi. Not both.

Guide on factory reset:

Guide on set up:

Info about double NAT:


I don't work for Google. I'm here to help and learn more.

mpgoguen
Community Member

Thanks for the quick response. Unfortunately I should have done as you suggested just changing the SSID  on the Google WIFI I think that would have worked. But I already reset the system. 

My current situation is; I’ve unplugged all of the WIFI pucks.  After scanning the QR code on the first puck the Home app asks if I want it to join the WIFI network with the same name as the Google puck being scanned. Only offering me Cancel and Join buttons. If I select join it fails to join with retry or cancel options. So I’m in that loop. 
What I expected to happen after scanning the QR code is it would ask me to create and name the SSID for the Google WIFI network being setup. 

Not sure what to do at this point any help would be greatly appreciated.  TIA

olavrb
Platinum Product Expert
Platinum Product Expert

That indicates that you haven't removed the old network from the Google Home home yet.

Do you see a Wi-Fi icon in the Google Home app? Enter it, then settings (icon), then factoey reset network. First then you can set up a new network.

Eventually create a new Google Home home to test/ as a permanent workaround. Delete the old Google Home home to clean up the app afterwards.


I don't work for Google. I'm here to help and learn more.

mpgoguen
Community Member

That’s what it seems like to me also. No there is no WIFI icon only a settings icon. There is no WIFI link under the features section either. 
I deleted the Google Home home and created a new one, still the same results. 
There is a Setup Network button next to the QR code on the bottom of each puck. I’ve pressed those same results. 
Do you think creating a new Google account and logging in with that might clear everything?

When setting up the first puck as a router does the Home app normally use Bluetooth to find the puck since there is no WIFI network yet?

I’m not feeling very confident at this point. I feel like I’m going to have to shut off his current Netgear WIFI network which I’d prefer not to do because of my limited networking knowledge I’d hate to screw something up and leave him with no internet connection. 
Thanks again for your attempts to resolve the issue for me. 

One more thing I noticed is whenever I power on one of the Google WIFI pucks that pucks name shows up under available WIFI networks in the WIFI section of my Settings app where I select the WIFI network to connect to. 
Is there any way to wipe all of the data associated to the Home app?  I feel like there is something not right there that is preventing the app from setting up the first puck as a router. 

Thanks again…

Thanks for your help I resolved my issue by using a different iPhone to setup the Google WIFI in the Google Home app. 
Thanks again…

Jeff
Community Specialist
Community Specialist

Hi mpgoguen,

 

I'm happy to hear that you got things worked out with @olavrb's help here. Before I mark this as resolved, is there anything else you might need? If so, just let me know.

 

Thanks,

Jeff

Jeff
Community Specialist
Community Specialist

Hi all,


As we got our resolution here, I'm going to mark this one as resolved in the next 24 hours. Thanks to all who helped and contributed. If anyone has any other needs, please feel free to let me know.


Thanks,
Jeff