Google Wifi

[PeterDav]

I installed the google mesh system in my house about two months ago. In the last week neither my wife or I can use the mesh system when connecting to ZOOM or MSteams video conferencing.

Our vidoe feed simply does not work. 

So when we have to do a call we revert to our work phones personal hotspots on 4G and everything works.

This is extremely frustrating.

Any ideas?

[Ashepherdson]

I know it sounds basic and apologies if you already have, but have you power cycled  the mesh network ?  

[PeterDav]

Hi, no need for apologies but it’s the first thing I did.

[Ashepherdson]

Open the Google Home app .

Tap Wi-Fi Settings Advanced networking.

Tap DNS.

If it's set to your ISP's DNS, switch it to Google. If it's set to Google, change it to your ISP's DNS.

Tap Save .

[PeterDav]

Setting options I have are Auto, ISP and Custom. Tried swapping from Auto to ISP but no change.

[Ashepherdson]

Auto should be Google (would be 8.8.8.8 and 8.8.4.4 I believe).  When you change it you would need to restart the network for it to take effect(I should have mentioned that my apologies)

[PeterDav]

I did restart and nothing has changed unfortuneately

[Ashepherdson]

Okay try this 

1. Google Home > WiFi > Settings > Preferred Activities > Uncheck Video Conferencing
2. Google Home > WiFi > Settings > Restart Network

[PeterDav]

That seemed to at least show my video at the other end using MSteams but it was distorted.

[Ashepherdson]

Okay so that's good we're getting somewhere.  You now run both a mesh test and a speed test and tell me the results?  You might also consider disabling IPv6 if you haven't done so already.

[PeterDav]

The IPv6 was already disabled.

For the internet speed we had 53 Mbps download and 20 Mbps upload

The google mesh test came back Great Connection

[Ashepherdson]

Do those speeds match up with what your Internet connection is supposed to be ? 

[PeterDav]

they do

[Ashepherdson]

Hmm..okay can you disable cloud services under privacy settings?

[PeterDav]

Unfortuneately that had no effect

[Ashepherdson]

Okay I have to ask you to take the next leap with me ..a factory reset of the nest wifi system.  A few months back I had similar issues , and it took a full factory reset ,but it worked and my system started working perfectly again.  

[PeterDav · Accepted solution]

Hi, I did a complete factory reset but still does not work.

[Ashepherdson]

I'm escalating this so a Google member can take a look for you, as we have exhausted the troubleshooting options here 

[Ashepherdson]

Actually one more ask, can you try running zoom on a mobile device such as your phone while on your wifi, just to be extra sure it's not a Windows issue? I know you said you use hotspots, but sometimes specific internet connections have firewalls that others don't.. it's rare but that will exhaust options. 

[PeterDav]

If I use my IPAD i have no issues and video is clear

[Jeff]

Hi, PeterDav.

Sorry for the issues you're having with your network and video conferencing. Seeing how you and Ashepherdson have ran through a lot of troubleshooting together, I'm going to go ahead and get you referred to an internal team here so we can get more eyes on the problem. Someone will be reaching out to your via the email address on your forums account. If I find out anything more, I'll update you here as well.

Thanks.

[Jeff]

Hey, PeterDav.

It's been a few days and I just wanted to follow up real fast to see if anything has improved on your end and to see if you were able to connect with support via email. I haven't heard anything new on this yet, but I thought I would check in to see how things were going for you.

Thanks.

[zosenlovieunipo]

 

[PeterDav]

Hi Jeff, I havnet had contact from support and am still using my personal hotspot for ZOOM and MSTeams calls.

[Jeff]

Hey, PeterDav.

I got a response back from our internal support team. They may still be contacting you for follow up, but in the meantime they have given me some things to check. You mentioned earlier that things work well on you iPad. Have you tried any other devices? Can we find out if the issue is isolated to a single device, or do you find the issues across multiple devices?

You have already reset connections, but have you tried setting up the network with a different network name and password? This was also suggested by our internal teams as it will make your devices recognize the network as entirely new.

I know it's a bit of a checklist, but if you could see if this clears things up, it might resolve things at this point. Let me know if any of this helps.

Thanks.

[PeterDav]

Hi, I am currentl using a Dell laptop which is failing and my wife uses a HP laptop which doesnt work either.Both laptops are work laptops and about three years old. As mentioned IPAD is fine. I did a complete reset of sytem and did in fact use a different name for the network to no avail.

[Jeff]

Hey, PeterDav.

Thanks for checking that out for me. I'll report back to our internal team and see what our next steps should be here. Thanks again for hanging in there as we sort this out.

[Jeff]

Hey, PeterDav.

I know it's been a while, but I still don't have any info on a fix. I did want to touch base though to see if you were able to make any progress on this and to see if you were still needing help. If so, please let me know.

Thanks.

[Jeff]

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks