10-21-2021 05:37 PM
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?
Answered! Go to the Recommended Answer.
10-24-2021 03:25 PM
Hi, I did a complete factory reset but still does not work.
10-21-2021 06:29 PM
I know it sounds basic and apologies if you already have, but have you power cycled the mesh network ?
10-21-2021 06:32 PM
Hi, no need for apologies but it’s the first thing I did.
10-21-2021 06:37 PM
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 .
10-21-2021 07:13 PM
Setting options I have are Auto, ISP and Custom. Tried swapping from Auto to ISP but no change.
10-21-2021 07:16 PM
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)
10-21-2021 08:08 PM
I did restart and nothing has changed unfortuneately
10-21-2021 08:14 PM
Okay try this
10-21-2021 08:33 PM
That seemed to at least show my video at the other end using MSteams but it was distorted.
10-21-2021 08:36 PM
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.
10-21-2021 08:42 PM
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
10-21-2021 08:43 PM
Do those speeds match up with what your Internet connection is supposed to be ?
10-21-2021 08:45 PM
they do
10-21-2021 08:46 PM
Hmm..okay can you disable cloud services under privacy settings?
10-21-2021 08:54 PM
Unfortuneately that had no effect
10-21-2021 08:59 PM
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.
10-24-2021 03:25 PM
Hi, I did a complete factory reset but still does not work.
10-24-2021 05:41 PM
I'm escalating this so a Google member can take a look for you, as we have exhausted the troubleshooting options here
10-24-2021 05:49 PM - edited 10-24-2021 05:50 PM
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.
10-24-2021 07:37 PM
If I use my IPAD i have no issues and video is clear
10-25-2021 10:06 AM
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.
10-28-2021 12:27 PM
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.
11-04-2021 01:35 PM
11-01-2021 06:02 PM
Hi Jeff, I havnet had contact from support and am still using my personal hotspot for ZOOM and MSTeams calls.
11-03-2021 11:11 AM
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.
11-03-2021 05:18 PM
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.
11-04-2021 10:20 AM
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.
12-01-2021 02:54 PM
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.
12-06-2021 10:38 AM
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