Google WiFi points go offline

[gwinegarden]

Google WiFi (not Nest) points go offline randomly.  The units are only a month old.  Connection will, suddenly drop. The light on the point is white but not online, according to the app.  I have to unplug to get them back up.  Tried to reboot the network via the Home app but nothing happened.  After I unplug, the Home app adds to the grief as it tends to still say the point is offline when it is back up.  This has happened to two points, so far.  

One additional thing.  As the other two units are, apparently, still online why do I not just connect to one of the other points?  Isn't that the whole idea?

[olavrb]

I'd try to factory reset (https://support.google.com/googlenest/answer/6246619?hl=en) and set up from scratch (https://support.google.com/googlenest/answer/9548301?hl=en), using the same network name (SSID) and password so all devices reconnects automatically.

I've also read that disabling preferred activity (all of them) have helped with mesh stability issues. Worth trying. 🙂

• https://support.google.com/googlenest/answer/9541371?hl=en

[gwinegarden]

Did that and it helped for a few days.  Then, it got worse.  The app is, basically, saying everything is offline.  They now want me to do a factory reset and remove and recreate my home in the app.  

We will see.

[Jeff]

Hey, gwinegarden.

Did you ever try performing that factory reset? If so, did it improve things for you? Let us know if you have seen any changes in the situation there and what additional troubleshooting you might have tried.

Thanks.

[gwinegarden]

The reset worked for a few days and then things go worse.  Now, the app say that I am not connected to the internet, all points are offline along with every device on the network.  Of course, the network is up and running.  So, the app is useless.

They, now, want me to do another reset and then remove my home from the app and, completely, start over.  I don't have much faith and I am running out of time to return them. 

[Jeff]

Hi, gwindegarden.

I understand the frustration with the process. If you have tried those additional steps, did they work for you, or are you still seeing issues? Let me know if you have tried that and are needing me to help you out a bit more.

Thanks.

[Jeff]

Hi, all.
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]

For me doing the manual factory reset and creating a new Home (a slow process) is working, but, the previous reset worked for a while, too.  So, I am not confident that the issue will not return, at some point.

[Jeff]

Thanks for updating me, gwinegarden.

I'll keep the thread open for a while longer to see if anything changes. Hopefully it ends up working out for you with this last round of troubleshooting. Let me know if there's more I can do.

Thanks.

[gwinegarden]

Well, the good old Home app is screwed up, again.  It says my network is offline but, of course, it is not.

Sent feedback but I am, seriously thinking about returning these puppies,

[gwinegarden]

Support finally came back to me.  They gave me the same list of things to do that I have already tried before.

Seems they have no real solution.  With all of this, I have missed my opportunity to return the units so I guess I will just have to use them and hop I do not need the app.

[Jeff]

Hey, gwinegarden.

Sorry you've had such a frustrating and confusing experience here. I'm hoping that an app update will clear things up on your end. It is certainly a confusing issue, and I've yet to source a fix for you, but it is something we can continue to investigate. It's good that the network is up, but not having access to it through the app really is not an ideal setup. Again, sorry this has been so frustrating.

Thanks.

[gwinegarden]

Well, I told them that I had tried everything, that they recommended, at least twice with no real results.  Just a few days and the issue was back.  I have not heard anything from them since.

I am not expecting them to give me anything worthwhile if they respond, at all.

[Jeff]

Hey, gwinegarden.

If you have a Case ID, I can look up your case with support to see if there's anything I can learn from their recommendations. If you have that, feel free to share it here.

Thanks.

[gwinegarden]

Sure  6-############2265

[gwinegarden]

As I have heard nothing back from support, I am assuming that they have nothing new for me to try.  So, I will continue using the units until they really go offline,  Then I will decide what to do.

[Eew0105]

Their products suck. I am so frustrated with issues of my own that should be an easy fix. Completely annoying. 

[Lk100]

I am having the same thing. All points have white lights app says they are connected and all is good but the 2 points say offline in the app

[gwinegarden]

In reality, my issue is a breakdown in communication between the app and my network.  Everything is running the bloody app just doesn't know it.  But, it makes the app useless.

[Jeff]

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

[Lk100]

I am trying to set up google Wi-Fi I bought for Christmas before pandemic. App is saying my mesh is good. All points have white lights but my 2 points say offline in the app

[gwinegarden]

Thanks. As I cannot update, without the app, I will have to do another factory reset in hope that I can get the app connected to the units.  As this does not tend to fix the issue for very long, I will need to wait until I am sure the update is available.

[walter1]

What is the  version number for the new firmware update?

[manfromthemars]

I'm seeing the exact same issue. My google wifi devices installation was just a couple days ago. What firmware version should my devices be on?

[walter1]

No one seems to know how to determine what version is currently being used by one's Google wifi devices.  Similarly, no one seems to know what the latest firmware version is. 

And Google isn't saying.

[Sposeso]

Same issue!!!!

Hey Google!

Help!!

[RussD]

Don’t know if it’s exactly the same issue as others here but in last few days, my access points (wired) just randomly dropped off the network, all at different times. Others picked up the connection. I unplugged/replugged the point and it reconnected. Have had a stable mesh for over 2 years. What’s going on?

[Monyque]

I am also having an issue where I switched my Wi-Fi name and password and all of my linked devices to google home mini show offline. I reset my 2 google home mini and they now connect however all of my other linked devices (smart app lights and Govee lights) will no longer connect t my google home. I can control them through their original apps but not through google home as it keep showing them “offline”. This is super frustrating.

[CaptNingo]

Hi, I am having the same problem with all the nest wifi points offline. The router is online but nothing else (and hence the entire network is now offline). This is happening ever day since last week and it sounds like the firmware update that went through in April may be the cause? I have had these devices for just over 2 years now and they started off great but not anymore.

The question is how long do we wait for a fix? This is not the kind of thing you can wait for too long on.

Any help Google??

[Monyque]

Absolutely agree. I spent money on all my smart lights and devices to work with my google mini and now nothing works. Feel like I threw my money away. I’m so upset

[BC007]

I am also having the same problem with all the nest wifi points offline. The router is online but nothing else (and hence the entire network is now offline). This is happening ever day since last week.  VERY disappointing!!

When will this be fixed?

[RJBC]

Ditto here. Mesh went offline in the middle of the night two weeks ago or so. I have no QUERTY codes (except on the router) and so a factory reset makes me nervous. 

[BC007]

It’s very sad that no one from Google is addressing this issue

[RJBC]

Update: today I successfully used my Home app to do a factory reset on my three wifi points, as well as do a scratch set up of my hub. The router was working fine all along. I brought the points in, set them very near the router, then using my iphone and the Home app, reset each one individually. So far so good. I am hopeful. 🤞

[Lk100]

I saw this done on YouTube. I tried doing this with reset but not factory reset. Not wanting to start all over but will see

[CaptNingo]

Update: I decided to move on. It is a shame as I do have lots of Google products but could not work with the WiFi issues any longer so bought a set of ASUS XT8 mesh routers. Work flawlessly so far and unfortunately, I think this is the only solution - buy something else. It is a shame as this was a great product that seems to have been ruined by poor software updates and lack of customer support. Good luck all!

[gwinegarden]

Since the update, I have had zero issues.  Lucky, I guess.

[gwinegarden]

I have to take back my previous post.  

I looked at the app, yesterday, and it said that my router had been down for 1 day and 20 hours.  Of course, it had not.

So, I am back to the app being completely messed up.

[Rosa_cbd]

I have the same problem 

[BabakB]

The Google Home app says my Google wifi points are offline. All three of them. The router, and the two slave points. All connected wirelessly in mesh. What a horrible company for not giving this any additional resources or attention. This should be in the news and the media should be shaming google into action. I am remote and all my investment in cameras and connected IoT are not connecting and glorified paperweights. Google you broke my connected home. Running perfectly for 2+ years until your blasted firmware updates.