Google Wifi router and point are offline in the Home app, but the router still working

[dshykuts]

Hello, Community!

Today I'm reach an "old" problem, when the Google Wifi router and point are offline in the Home app, but Internet through the router still available, although the point is really offline.

The lights on the router and point are disabled. Firmware version is 14150.376.32.

I'm tryed to restart network with no success from the Home app. After ISP modem reboot, Google Wifi router bring online, but the point was unaccessible while not power off/on cycle.

When devices was offline, Youtube and Chomecast TV are worked as usual, but Google Nest Hub showed "No Internet connection". Google search also not worked in Chrome on my phone.

Prior to this incident, a couple of times, the Home App reported that the point was offline, although it worked. Then the point itself returned online after a while.

Any thoughts on this?

P.S. Before Google Wifi I had a Mikrotik router and never had this problem. I think the problem is not with the ISP modem.

[AbigailF]

Hi dshykuts,

Thanks for posting. I’m sorry to hear that you have this issue. A few questions: what device are you using to check your Google Home app? Could you try using a different device? If you’re using an android, try using an iOS instead. If that doesn’t work, try uninstalling and reinstalling your Google Home app. 

We’ll wait for your update.
 

Regards,
Abi

[dshykuts]

Hello, Abi!

Home app is installed on two Android phones, no IOS phones.
I think that this is not the case with the Home App, because the point did not really work, I had to turn off/on the power on it.

As soon as all parts of the mesh were working, the Home app began to display them correctly.

[AbigailF]

Hello there dshykuts,

Thanks for the update. To confirm, are you still experiencing the issue or has it stopped already? If it did, let's monitor the issue for a few days just to check if anything changes.

Thanks,
Abi

[dshykuts]

Hello, Abi!

So far so good, I'm monitoring. If there are any changes, I will let you know.
Thank you for your help!

[AbigailF]

Hey dshykuts,

That's great news! Hopefully nothing changes in the next few days. I'll keep this thread open so you can reply to us. If you have any other questions for now, I'm here to help out.

Best,
Abi

[dshykuts]

Hello, Abi!

I don't want to upset you, but on the 23rd, the access point was offline for 4 hours and 27 minutes, Home app reported this. Then the access point itself returned online.

[AbigailF]

Hi again dshykuts,

Give these steps a try:

• If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
• Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
• Remove any special characters in your network name and password.
• Turn off IPv6.
• Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
• If the issue persists, try factory resetting your network. Take note that this will delete all network data.
   

Let us know how it goes.
 

Regards,
Abi

[AbigailF]

Hello dshykuts,

It's me again. I just want to check in if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Thanks,
Abi

[dshykuts]

Hello, Abi!

So far, so good. I'm following the situation; maybe the latest Home app update helped.

[AbigailF]

Hey dshykuts, 

Awesome — glad to hear that your issue is fixed. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Best, 
Abi