Google WiFi lost internet connection

[gwinegarden]

A new one on me.

On Sunday, we suddenly lost internet connection via wifi.  When I checked, the internet was up (one PC is hardwired to the modem).  All devices showed that they were connected to wifi.  Therefore the only possibility was that the main unit was, somehow, not talking to the modem.

While I sat there, trying to figure it out (Home app is useless due to my other issue) the point, suddenly went Red, then green and everything was back online.

Has anyone else seen this?

[Juzdu]

Red is bad, it means the point has a fault.  If it stays red you have to factory reset it.  Are you sure it went green though?  Green's not supposed to be a colour option for the Nest wifi point LEDs:

https://support.google.com/googlenest/answer/6191584?hl=en-AU#zippy=%2Cgoogle-nest-wifi-point

Once setup and working, the router's LED should be solid white, with the points there should be no lights at all unless you're interacting with it (e.g. talking to it or changing volume etc).

[gwinegarden]

Mine are not Nest.  They are Google Wi-Fi.

[Juzdu]

Sorry, missed that. There's still no green light mentioned for Google wifi either though, just white, blue, orange and red (red still meaning an issue/fault)

[gwinegarden]

They refer to it as white but it is actually a light green, as confirmed by support.

[EdwardT]

Hi folks,

@Juzdu, thanks for the help!

@gwinegarden, Thanks for reaching out. I'm glad to know that it's working fine now. Please observe it for now and let us know if it happens again so we can investigate further.

Thanks,

Edward

[gwinegarden]

The least of my issues.  The Home app is completely useless and thinks that I am not connected to the internet.  But that is another long story.  I am waiting until these puppies, finally, go down the tubes.  Then I will buy another system.  

[EdwardT]

Hi gwinegarden,

I'm sorry to hear that but please in case it goes down again, let us know and we'd be happy to assist you.

Thanks,

Edward

[EdwardT]

Hi gwinegarden,

It's me again, I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do.

Thanks,

Edward

[gwinegarden]

Same old, same old.  App is useless but units are working.  No idea how I can update firmware, etc. but I will just keep going.  Support has never come back to me after telling, me for the third, time to reset everything.  If it didn't fix it then, why will it fix it now?  I have come to the conclusion that they have no idea what is causing my issue.

[EdwardT]

Hi gwinegarden,

Thanks for the response. Could you share us the case number of your interaction with our support team so we can check the steps that you've done so far?

Thanks,

Edward

[gwinegarden]

6-0248000032265

[EdwardT]

Hi gwinegarden,

Thanks for the response. I saw the case that you provided and the troubleshooting steps that you tried. To isolate the issue further, could you share the OS version of your tablet and the version of the Google Home app? Also, have you checked the Google Home app on a different device to check if the Google Wi-Fi is also appearing as offline?

Thanks,

Edward

[gwinegarden]

This occurs both on my tablet and phone.  Both are running Android 10 with the latest updates available.  Home app is 2.49.1.8.  I have reinstalled the Home app several times on both devices.

[EdwardT]

Hi gwinegarden,

Thanks for the added information. Aside from the Google Wi-Fi devices, do you also have other devices on the Google Home app? If so, do they also appear offline?

Thanks,

Edward

[EdwardT]

Hi gwinegarden,

It's me again, I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[Jeff]

Hi, everyone.
Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
Thanks.

[gwinegarden]

Well seeing as I have had no help, from support, and I see no reason to expect any, go ahead.  As I indicated, I am only keeping these things until they pack it in and then will get something that works.  

[Jeff]

Hey, gwinegarden.

I'm happy to keep the thread open. I just wanted to make sure you were still looking for some help on this. We can look at other options if you would like to continue the troubleshooting process here. Just let me know.

Thanks.

[gwinegarden]

I hear that there is a firmware update but do not know if it is for my units. or when it will be available.  All I hear is April.  As I will have to do a full factory reset just to be able to use the app, I do not want to do that until I am sure that it affects my devices and I can get it.  

[Jeff]

Hi, gwinegarden.

Both Google and Nest WiFi product lines will be getting the firmware updates. You mentioned that you have Google WiFi, so you will see the firmware update on your devices.

Thanks.

[gwinegarden]

The question is if I will know that it has arrived without doing a factory reset. 

[Jeff]

Hey, gwinegarden. Here's how to check your firmware version.

1. Open the Google Home app .
2. Touch and hold your device's tile.
3. Tap Settings Device information.
4. Scroll down to view your software version.

Thanks.

[gwinegarden]

13729.57.27

[Jeff]

Ok, gwindegarden. You're still waiting for the update to hit based on the version you shared there. It will be there within the next 10 days or so. Once it installs, let's see how things are going with the network.

Thanks.

[Jeff]

Hi, gwindegarden. 

By now you've definitely received the updates. Are you still seeing issues here, or have things smoothed over for you?

Thanks.

[gwinegarden]

I have a new tablet and installed the Home app, today.  It is, now, seeing the network and the points, but that has happened, before, and it, eventually lost contact.

The app says the s/w version is 14150.43.81

Is this the expected version?

[Jeff]

Yes, that's the newest firmware version that was very recently released. It has some stability updates and compatibility updates, so this could be why you're seeing a better result. Let's keep an eye on it for a while and see if it stays working as it should.

Thanks.

[gwinegarden]

I, definitely, will.  

Thanks

[Jeff]

Hi, gwinegarden.

I just wanted to follow up and see if things stayed working for you now that it's been some time. Hopefully things are still stable.

Thanks.

[gwinegarden]

All good, so far.