Google WiFi - Direct Blue Light

[galberico]

I have 03 devices: 02 are working normally, but I have already performed the factory reset on 01 device several times, but it goes through the reset process and returns to a steady blue light.

[virnab]

Hi galbérico,

Thanks for reaching out to our community.

I’m sorry to know that one of your three Google WiFi (Gen 1) is not working; even though you have performed the factory reset several times, it only returns to a steady blue light. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

• When did the issue start?
• Could you let me know if the failing Google WiFi device is a router or a point?
• Did you receive any error messages in the Google Home app after performing a factory data reset and trying to set up your failing Google WiFi (Gen 1) device?
• Can you find the failing Google WiFi (Gen 1) device in your Google Home app? 
• Has the device been dropped or knocked over? 
• Have you tried connecting the Google WiFi failing device to a different power source? 
• Have you tried to use another Ethernet cable?
• Have there been any recent changes to your environment, such as a change in WiFi network or recent outages? 
• What is the make and model of the mobile device you're using for setup?

Thanks for your kind attention; I will be waiting for your answer.

Best regards,

Virna

[galberico]

Thank you Virna for trying to help me...
1. It is a point.
2. It does not connect to Google Home, Google Home does not locate the device.
3. No, the device has not suffered any damage.
4. I have tried changing the power supply, the Ethernet cable and even the internet location, but it just stays on a constant blue light.
5. There has been no change.
6. The device model is a Google Wifi (GJ2CQ). And I use the iPhone to configure it.

Please let me know if you need any more information.

[virnab]

Hi galberico,

Thank you for your prompt answer and the extensive information you provided. This information enables me to offer you better service.
Based on this information, I recommend that you take the following troubleshooting steps:

• Please check if there are wireless interferences like walls and floors, nearby Wi-Fi networks, other electronics, cordless phones, baby monitors, microwaves, Bluetooth devices, and wireless video equipment.
• Make sure that the child point is within the recommended distance from the parent point, between 20 to 25 feet (6 to 7 meters). 

• Ensure there isn’t a switch upstream from the parent point.
• Unplug the failing child point from the power source during 48 hours.
• After 48 hours, plug it in again and check if it is discoverable in the Nest app and try to set it up.

Please let me know how it goes,

Best regards,

Virna

[galberico]

Hello Virna,

I did all the tests below including with the network cable connected, as main, and also as child, but I do the factory reset and it goes back to constant blue light... 😞

[virnab]

Hi galberico,

Thank you for keeping me up to date with your case. I’m sorry to hear that we still haven’t restored the child point Google WiFi (Gen 1). Please try with the last two troubleshooting steps previously recommended:

• Unplug the failing child point from the power source during 48 hours.
• After 48 hours, plug it in again and check if it is discoverable in the Nest app and try to set it up.

Please let me know how it goes,

Best regards,

Virna

[galberico]

Hi Virma,

I have the same problem, it doesn't appear on Google Home... It seems to be stuck in the factory settings. Can I access it via computer, point to point, or generate a log that I can send to you to check what's happening?

[virnab]

Hi galberico,

Thanks for keeping me posted. I’m sorry to hear that it hasn’t been possible to restore the Google WiFi (Gen 1) child point, even though you’ve already tried the troubleshooting steps suggested. It is my pleasure to continue assisting you to find the solution. 

My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.

Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Best regards,

Virna

[galberico]

Hello Virna, I sent the form, I'll be waiting.

[virnab]

Hi galberico,

Thank you for letting me know you had already sent the form. I confirm that we have got it. Please keep an eye on your inbox; we will contact you shortly by email.

Best regards,

Virna

[galberico]

Ok, tks...

[galberico]

I haven't had any feedback yet...

[virnab]

Hi galberico,

Thanks for coming back to this community to let me know that you haven't had any feedback yet. While monitoring the status of your case, I found that this form was unable to provide my team with important information from you.

We kindly ask that you re-complete it, making sure to include the link to this post , the name of your post “Google WiFi - Direct Blue Light,” and the user name that you use in this community, “galberico.”

Please let me know when you're finished. Thanks for your kind collaboration.

Best regards,

Virna

[galberico]

Ok, I made the form and put the notes as you mentioned...

[virnab]

Hi galberico,

Thank you very much for your kind collaboration. I confirm that we already have your form. Please keep an eye on your inbox; we will contact you shortly by email.

Best regards,

Virna