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Google Wifi firmware 13729.57.27 frequently disconnected to the internet

FWCA
Community Member

Previously, I reported that M89 firmware on Google Wifi lost connection to the internet every other day (https://support.google.com/googlenest/thread/116896459/m89-firmware-is-unstable-on-google-wifi?hl=en).  Starting 9/18/2021, my Google Wifi keeps on losing connection to the internet a few times a day.  I checked the firmware and it has been changed to 13729.57.27.  This is worse than M89.  Google engineers, please take a look.

184 REPLIES 184

youngbamboo
Community Member

I have the same issue until I switched back to my old router. It must be an issue of Google Nest wifi router. Please fix it. Thanks.

Jeff
Community Specialist
Community Specialist

Hey, all.

Sorry for the late reply on this. I'm curious if you're still seeing these issues now that we've seen some updates to the hardware and the apps involved. If you're still having issues, please let me know as well as what troubleshooting steps you have taken. I'll be happy to be able to out as needed.

Thanks.

youngbamboo
Community Member

Thanks for reply. I got this issue yesterday and this morning again. The wifi/internet dropped several times since yesterday.  I switched to my old router, no internet/wifi drops anymore.  So I guess it should be the nest wifi router's issue, not ISP's. 

FWCA
Community Member

I haven't had any disconnection or offline problems in the last 3-4 weeks.  The routers are still running with 13729.57.27.  Interested to know what has been changed to fix the issue.

Jeff
Community Specialist
Community Specialist

Hey, youngbamboo.

What's the router you switched to? I would like to see if there's something we could learn between the difference of the two routers.

Thanks

youngbamboo
Community Member

It's ASUS RT-ACRH17. I had several hours online meetings with this router already. There is no broken wifi/internet connection observed. Please let me know if you need more detailed information/logs of nest router. Thanks.

Jeff
Community Specialist
Community Specialist

Hi, youngbamboo.

Thanks for providing that. I'll let you know if I need more info from there.

Jeff
Community Specialist
Community Specialist

Hey, ThomasD.

If you want to discuss returns, your best route is to contact support directly and they can talk you through that process. Here's an article about that for you to reference: https://bit.ly/3ksPj89

i you do choose to keep working on this, I'll be happy to keep helping, but I understand your frustration.

Thanks.

ThomasD
Community Member

Hi Jeff,

Sorry I didn't see your reply, as I think it was to a different message.

My ISP (Eir) is sending out a new router today (a F3000, which is a rebranded Sagemcom device). I don't expect it to help, as I'll just be enabling bridging mode on it ASAP, the same as the existing router.

I've ordered a new Netgear switch to try an isolate that being the issue, but again, I think it's really weird that even using a somehow broken switch would prevent a router from handling wlan traffic.

If neither of these has any impact, like I suspect, I'll have to go down the RMA route. Luckily I'm in the EU, so have a two year legal guarantee on all devices.

Thanks,

  Thomas

 

 

Jeff
Community Specialist
Community Specialist

Hey, ThomasD.

Thanks for the update on everything there. Hopefully it clears things up, but if not, just let me know and we'll continue to troubleshoot.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, youngbamboo.

Thanks for sharing that here. I'll get this passed along to our other support teams. That's definitely helpful. Hopefully it leads to a fix more quickly.

Jeff
Community Specialist
Community Specialist

Hi, marquesodias.

Yes, there's a fix in the works. I don't have an estimate on a time for that fix to roll out, but it is being worked on. You mentioned that a reboot clears things up, but for how long does it work before things start having issues?

It works for 1 or 2 days, then the problem happens again. 

Anza
Community Member

any update on this fix @Jeff? I checked app it seemed the fw version is still 13729.57.27. Was told Google device will update automatically. 

Jeff
Community Specialist
Community Specialist

Thanks for the info, marquesodias. We're going to continue to work on this and I'll update things as soon as I know more.

Thanks.

youngbamboo
Community Member

Hi Jeff, Thank you for following this issue for us. I hope it would be solved soon. For me, it happened lots of times  yesterday and Today, I have to switch to my old router for my online meeting. 

Jeff
Community Specialist
Community Specialist

Hey, iggypapa.

Usually when you see 2.4GHz and 5GHz switching like that, it's due to placement of the device or the WiFi point itself. 2.4GHz has a longer range and penetrates better through walls than 5GHz does, so if you're right on the edge of the range for good 5GHz performance it will often switch to 2.4GHz to try and keep connected. Check to see if moving the point a little closer to the device helps or maybe check to see if there might be any new forms of interference present.

Thanks.

Anza
Community Member

The disconnection happened to my multiple devices. 

1. MacBook Pro 13 Inch 2019

2. MacBook Air M1 2020

3. HP Elite PC laptop

Jeff
Community Specialist
Community Specialist

We're still looking into this one, everyone. I'm really hoping for some news soon. It's good seeing some people getting things worked out and back to normal, but we definitely have many that are still seeing the problem.

Jeff
Community Specialist
Community Specialist

Hi, gogog22510.

There's no timeline yet for a fix, but I do hope it's coming soon. Keep an eye on the thread as any updates will be shared here.

Thanks.

JamesGP
Community Member

Just following this thread for an update. Have upgraded my entire internet connection thinking that was the issue - which sounds like it might be a Google firmware one... upsetting to say the least

Jeffroh
Community Member

Any update? This happens routinely for my network. Really makes for a lousy streaming experience (YoutubeTV primarily). Hoping for a fw upgrade to address ASAP.

itzju
Community Member

any update, I'm experiencing the same issue. 

yi7509
Community Member

any update, I'm experiencing the same issue

EricX
Community Member

LOL don't expect anything from Google in a community forum. The only way you'll get an issue recognition from Google is if a) this issue shows up in major online sites b) if this issue affects Google's image.

Otherwise, you're on your own for a fix or wait until Google thinks it's time to fix it or better yet, they'll sunset the product and push you to buy one of their other merged products. 

Anza
Community Member

If this is the case the. I will have to get something else from the market and return my google Wi-Fi. All my family members heavily rely on internet these days. 

Vpiguy88
Community Member

Having the same issues here since 13729.57.27. I understand there is a new version rolling out, but not everyone has it yet. Looking to expedite firmware updates, as this has made my wifi unusable for work and I may need to replace. Is there an ETA yet, or should I contact about returns?

Anza
Community Member

13729.57.27
My firmware is the same version as yours. 

SteveinDC
Community Member

Still a daily issue. Makes the product essentially useless.

Cavtroop92
Community Member

All of a sudden my network will not connect to main mesh point - have had this for over 3 years working fine

I am having similar issues out of the blue with this version: 13729.57.27

It drops out and slows down intermittently.  I have not changed any hardware or its location.

What is the latest version and how can I get it?  Google is now making money on my Google Fi account when my pixel cellphone cannot connect with my Google Wifi Mesh router.

gregorydulin
Community Member

I have the same issue with 13729.57.27, but mine only lasts 30-60 minutes before routing breaks.  A reboot of the Google Wifi router fixes it consistently (without rebooting the modem), but again only lasts 30-60 minutes.  I have several identical Google WiFi pucks, so I tried factory resetting and using a different puck for the router, but they both had this identical issue.

blakewofford
Community Member

Aside from my google wifi losing connection frequently, I can now only get 200mbps, instead of the 400mbps that I was getting before.  I have Spectrum and the technician came out and checked.  Going through the google wifi, 200mbps, going directly to a device, yields the 400mbps.  Please take a look at this issue - I don't want to have to spend the $$ to go with a different wifi setup

ThomasD
Community Member

Hi, my Google Nest Router setup has been pretty rock solid for nearly the year that I've had it, but last Friday night there were a few 30-60mins outages during the night, which look like software updates, and then on Saturday, there was an outage. I spent hours debugging first with ISP, then with Google Support, and found that when I don't have my TP Link switch plugged into the router, everything seems to work, but as soon as I plug my switch back it, the Google Nest Router stops responding to anything. Unplugging the switch and rebooting the Router gets things up and running again.

I've tried connecting *only* the switch, without any other devices connected, and it still causes the internet to drop off. Two days of downtime from a patch is pretty unacceptable for such a pricey device, IMO.

What's Google's refund policy on these? I'll have them for one year at Christmas.

youngbamboo
Community Member

Finally I know the root cause with the help of the online support guy. 

Per  support engineer's comments:

"There are error logs for Mesh Simultaneous Authentication of Equals (SAE) failure. This error indicates that the parent point and the child point have gone out of sync on their authentication key used to validate the mesh link. When this happens, the child point loses the wireless connection to the root node which is causing unstable connectivity.
In order to try to force the cloud to update the parent point, you can try pausing and unpausing a device. This should trigger the cloud to verify certain configuration files, including the mesh key."

 

It explains why sometimes the issues are solved if I rebooted all the nodes and router. This is definitely a bug which should be fixed asap. It's really annoying if the network is unstable during some important online meetings. For me, this issue happened every 2 or 3 weeks. Thanks. 

Thanks for sharing this.  We've been having the issue for weeks.  Just tried the pause/unpause and it seemed to reconnect all the nodes. Hopefully there will be a fix for this soon!

Late to this thread, but seems I had the same issue with mesh with the same November timing; the outermost puck would drop for an hour or two, (with notifications on my phone) and then return. Have four Google WiFi pucks spread around the house and generally they work fine. Today was a cascade of failures; 5 hours getting them all working together again. Really wish we had the Google WiFi app, as the detail was better than Google Home. Will watch for new firmware for my old pucks. Get on it, Google!

OT87
Community Member

Same problems happend also with me from last week; dropping network connections and way lower download and upload speed. Before last week everything worked great!

 

To test the speed I have connected my laptop via a cable to a switch, that is connected to the Nest Wifi. Then I got my maximum speed (400/400). Via Wifi I always had 150/150. This is accurate because there are two concrete floors between the points. Moving the point closer together did not help. Now it's barely getting 50/25

From this test, I draw the conclusion that something is wrong with the update. Is there a fix in the works? Right now I'm unsatisfied with an otherwise great product! 

marquesodias
Community Member

Same problem here. I'm using three pucks with the firmware version 13729.57.27. 
If I reboot all the three pucks, everything goes back to normal. Hoping to see a solution from Google soon, because this is really driving me nuts in my home office!

I'll do the same question OT87 did: Is there any fix in the works? 

Too bad to see this once great product with problems.