Google Wi-Fi point with solid blue light and not detected in Home App

[mistergreen]

Hi there,

Apologies if my problem has already been addressed in the forum!

I have the old Google Wi-Fi setup with 3 Google points - 1 point successfully set up and used as a Router and then 2 points as Wi-Fi extenders.  

My problem is that one of the Google Wi-Fi points has been acting up.  
Essentially it fell off the network ( it wasn’t coming up in the Google Home App) so I decided to “factory reset” the Wi-Fi point in order to re-add it to the network. 
I think that in this process something has gone wrong?

The W-fi point is showing a solid blue light.  The Google Home App does not find it when I try to add it. 
When I unplug the power cord on the Wi-Fi point  and re-plug it back in, I still get a solid blue light. 

When I unplug it and wait a minute, then hold down the reset button and re-plug it in, first of all the Wi-fi point has a solid white light for about 10/15 seconds and then it starts blinking blue and then as it starts to blink blue I immediately released the reset button, and it continues to blink blue. I leave it then and it continues to blink blue 1 hour later!

I am at a loss to know what else I can do. I have tried various combinations of the reset button but nothing works. 

Has anyone any idea how I can bring this wi-fi point back to life?

Many thanks in advance for any tips/help

[AbigailF]

Hi mistergreen,
 

Thanks for posting and I’m sorry to hear about your issue. Please keep your Google Wifi unplugged for a few hours, then try the steps below:
 

1. Press and hold the factory reset button for 10 seconds. The light will flash orange, then turn solid blue. When the light is solid blue, release the button.
2. The reset process will start, which can take up to 10 minutes. Don't unplug the power cord during this process.
3. When the factory reset is complete, the light will change from solid blue to pulsing blue to indicate it's ready for setup.
4. After the device has been reset, the device will still appear in the Google Home or Google Wifi app. To remove the device and your previous network, follow the instructions for app factory reset.
5. Try setting it up again via your Google Home app.

Let me know if you’re able to set it up this time. I’ll wait for your update.

Thanks,

Abi

[mistergreen]

Hi Abi

Thank you so much for getting back. 

So I have got as far as the “pulsing blue light” “ready for setup”. 

When I go into the Google App to add the Wi-Fi point (having previously removed it via a factory default reset) the Google Home App does not “find” it or “recognise” it when I try to add it back to the Home network.

 So to be precise:

I choose the “+” symbol on the top left.
 Then I choose “Set up device”.
Then I choose “New devices”.

Then I choose  the “Home”. 

Then I choose “Next”. 

Then it says “Looking for devices”. 
After a few seconds it asks “What are you setting up?”

I choose “Google Wi-Fi”

It says to Plug in your Google Wi-Fi Router”

I choose “Next”. 
Again it says “Looking for devices”. 
Then again it loops back to “What are you setting up?”

etc etc

It looks like it cannot recognise/find the device. 

Thanks for any further help.  Very much appreciated!

john

[mistergreen]

Hi there

Back in May I tried to get some help with this problem. Thanks for your initial help but as my reply shows your advice unfortunately did not work. 

As my reply demonstrates, I get as far as the “pulsing blue light” but essentially the Google Home App is just not recognising the device. I see that someone else has a similar issue. 

I would appreciate any further ideas or thoughts. 

Thank you

John

[LovelyM]

Hello mistergreen, 

I'm sorry to hear that the issue remains even after multiple troubleshooting steps. Please fill out this form so our senior specialist can handle your issue and reach out to you over email. 

I look forward to your response. 

Cheers, 
Lovely

[mistergreen]

Thank you - will do!

[LovelyM]

Hey mistergreen,

Thanks for submitting the form. One of our senior specialists should reach out to you soon to further assist you with your concern.

Regards, 
Lovely

[aopokudon]

Currently experiencing this exact issue. Please help!

[CaptainW]

Did anyone get a satisfactory answer to this problem without a senior specialist?

[mistergreen]

Hi CaptainW

Unfortunately - no one came back to me here and then I filled out the form and @LovelyM said that somebody )a senior specialist) would be in touch. That has been nearly 2 weeks ago and I have heard nothing which is quite dissspointing

[LovelyM]

Hello everyone, 

@CaptainW, let's try doing this workaround. Leave your Google Wifi point unplugged for a minute before pressing and holding its reset button and plugging it back into the wall outlet. Continue holding the button until the light turns solid blue and then let go. Wait until the LED light turns blue, indicating that it's ready for setup. 

@mistergreen, I'll bump up your case with our senior specialist team so they can get in touch with you as soon as possible. Kindly follow the steps I provided above as well and see if that helps.

Sincerely, 
Lovely

[mistergreen]

@LovelyM Just saying that it has been over a week now and nobody has got back to me? 

Thanks

[mistergreen]

@LovelyM .......and it has been nearly 4 weeks since I completed the form? That's a lifetime!

[mistergreen]

@Lovely 

Is anyone from Google looking at this.
Is there a Google specialist team?

Why bother filling out forms if no-one follows up?

Waiting (im)patiently..........................................

[Alex_S]

Hello mistergreen,

Apologies for the delays. I see that a senior specialist has already sent you an email with the subject line: [1-2287000034261] Your Google Support Inquiry: 1-2287000034261. Kindly continue the conversation there so he can further assist you.

Kind regards,
Alex

[Yunjo]

I have been having the same exact issue.. 

I bought my Nest Outdoor/Indoor Battery Camera refurbished from Best Buy and had no luck setting it up. 

I tried factory resetting the camera but the device would still not be detected when searching for the device. For whatever reason, foregoing the QR code and using the 6-digit setup code (on the back of the device) worked in adding the device to my Google Home App. 

Steps were:

1. Add 
2. New Device
3. Choose Home
4. Select Camera > Nest Cam (outdoor or indoor, battery) 
5. Select 'Find the QR Code' instead of scanning the QR code attached to the device 
6. Select 'No QR Code?' on the bottom left corner 
7. Enter the Six-Digit Code on the back of the camera (under s/n number, where the power cable plugs in)
8. Follow the prompts hitting 'Next' and hopefully you can move onto selecting the Wi-Fi networks

Hope this works for anyone else having the same issue! 

[Chadjsexton]

I now have 2 google homes impacted by this stuck on blue issue, how do I get a ticket opened? I’ve followed all the steps above

[Dan_A]

Hi Chadjsexton,
 

We appreciate all your efforts and thank you for doing the provided steps above, we'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

Thanks,

Dan

[Alex_S]

Hey Chadjsexton,
 

We haven’t seen your form submission come through—were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Warmly,
Alex

[Dan_A]

Hey there Chadjsexton,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there for updates.

Cheers,

Dan