Google home wifi point shows offline but isn't

[rrrccc57]

Pretty simple set up of original google home network, been working for years until recently

Office-Wifi connected to ISP modem, Model AC1304, software version 14151.43.81
FamilyRoom-Wifi mesh connection, Model AC1304, software version 14151.43.81

Both the devices were purchased from google in a 3 pack.

First issue, a few months ago, I don’t know the exact date but may have coincided with the forced switch to Google Home App; FamilyRoom-Wifi point starts going offline, at least it says so in the “home” app, and stays offline until re-boot/power-cycle. Note the Google Home App notification says the FamilyRoom-Wifi point is offline but the lights on the device don’t indicate a problem. What’s up with that?

Second issue, 2 Roku devices within 4 feet of FamilyRoom-Wifi point, the Home app shows device 1 excellent connection 2.4ghz, but shows a weak connection 5ghz for device 2. Device 1 is a relatively new Roku stick (2.4ghz) device 2 (5ghz) is a TCL Roku TV. Note, device 2 shows it has an "Excellent" connection while the Home app shows weak. What’s up with that?

[rrrccc57]

I started this thread 5/5/2022 so it's been 3 months and nothing has been done beyond a workaround, disable IPv6, that doesn't work. 

Apparently Google doesn't care about this issue. Me, when this thing needs to be replaced I will replace it with a non Google product. When you think about it, Google has a pretty slick support model, sell hardware you don't make, acknowledge a problem and don't fix it. Nice work if you can get it. 

Fool me once, shame on you,

fool me twice, shame on me

[unceman]

Just completed the Factory Reset on my network.  The app kept the room names, which made it easier than expected.  You know what else the App kept?  Showing each of my WiFi points as OFFLINE.  Test Mesh passes with all Good/Great connections.  All my devices reconnected.

This is 100% a problem with the APP based on basic troubleshooting.  

This is INSANE that this issue has been around for at least THREE YEARS!
(1) WiFi pucks appear offline in app, but have white ring : GoogleWiFi (reddit.com)

[unceman]

I have a theory that the "router" Wifi point is not allowing clients in the internal DHCP range to reach the ISP router (which I think Google Home needs for its "cloud" connection), specifically for the Google App.  Here is my home config:

ISP LAN IP:
192.168.1.1

ISP DHCP range:
192.168.1.100 - 254

/24

Google Wifi Mesh Router WAN IP:
192.168.1.106

Google Wifi Mesh Router LAN IP:
192.168.86.1 (this was the "default", IIRC)

Mesh DHCP range:
192.168.86.20 - 250

/24

Both the ISP and LAN networks are based on /24 or subnet mask of 255.255.255.0.  That means that the number in the 3rd octet of the IP address must be the same on that network.  Due to the Google WiFi router giving out IP addresses from a different subnet (192.168.86.x), the Google Wifi router must route traffic from 192.168.86.x to 192.168.1.x.  That works for normal Internet traffic, but the app does not work across those separate subnets.  Maybe the route from 192.168.1.x to 192.168.86.x is broken?  

To fix this, I think I should get rid of the 192.168.86.x network and only use 192.168.1.x.  However, then I would have 2 gateways outside of 192.168.1.x which would be the Wifi router (192.168.1.106) and the ISP router (192.168.1.1).  I would HAVE to utilize the WiFi router as a Wifi "client" device, but if the WiFi router does not allow the application traffic to the ISP router, it can't use the "cloud service".

Hopefully some more skilled network folks can comment 

[PorboyNZ]

Not claiming to be skilled at networking but having the router and the AP using the same subnet is not going to work, even if they are using different ranges within the subnet. Is there a reason you are still using the isp router? Double NAT adds complexity for port forwarding. My Google Wifi AP is now directly connected using VLAN 10 tagging and PPPoE and after factory resets all 6 AP’s have stayed online in the Android Home app for the past 3 months, fingers crossed etc.

[TarzanaMGM]

Just started today with one of three wired Google Routers functioning as points. Speed test in the area is 450 Down and 25 up. Toggling the IPv6 doesn’t change the “disconnected” yellow dot visible on two iOS/iPad OS devices

[MKNest]

I have 600 down and also 25 up. Who is your provider? Mine is xfiniti. 

[KCMopar]

I can’t even test anything in my home app but it’s all working.  One nest shows offline.

[Bmesh]

I tried work around and didn’t work.  I actually noticed my Wi-Fi is struggling and I have reboot computer to pick up.   

[MaryB207]

Having the same problem, just started a few weeks ago and I have to constantly run speed tests for fear of losing connection. I work at home so this could potentially effect my livelihood. I was worried something like his would happen when forced to migrate to google home. I am certainly not to shell out more money for the nest pucks when these google Wi-Fi pucks have given me solid, reliable performance for over 3 years. We need a fix here, not some work around that is clearly not a reliable solution.

[Copt4lyfe]

Here's what worked for me, I don't know why. 

1 turn off wifi radio on phone

2 in home app, toggle ipv6 on then back off

3 restart network

4 all points came back online and stable

5 turn wifi radio back on

The first thing I tried was Jeff's toggle solution but it didn't work and I suspect its because my phone was connected to one of the "offline" but still online points and kept getting a toast notification that something went wrong. So that's why I decided to add that step.

I just wanted to add that I am really in favor of hardwiring APs if this thread is still open I will update how that goes. But I feel like a lot of my problems would go away if the access points were all hardwired to the router.

[MaryB207]

I will give your work around a try and wanted to let you know that 2 of my pucks are hardwired to Ethernet but still show offline. I saw on Reddit that someone hardwired all of their pucks but the problem still occurs. It seems to be both WiFI and Nest products which makes me feel like it’s a problem with the app itself.

 https://9to5google.com/2022/04/14/nest-google-wifi-offline-random/

[Matt_SM]

Thanks for the help but unfortunately it didn’t work for me! 😑

[Eric63]

Thanks everyone for your responses and updates

I have 6 pucks - 4 are hardwired and all except 1 wireless new NEST unit show offline.

Sadly, no different set up to the NEST one either.

Weird things is that even my new LG Fridge shows offline - yet it shows great connection.

I have logged this fridge issue as as separate issue - maybe the logs will help Google figure this out.

Onto the suggestions.

I tried Jeff's toggling IPV6 on and off and sadly it did nothing.

However, having wifi off from Copt4Lyfe is a new idea but as far as i know you need to have wifi switched on the phone to make this connection to IPV6 to make the toggle?

Will try it again tonight.

Thanks again for the help and suggestion

[Bad_Muz]

Hey.

Just try to keep IPv6 off. In few hours your units should start coming back online.

I have 6 units, 2 hardwired. This trick worked for me. Toggling IPv6 off and on didn’t work for me either. Just keep IPv6 off worked.

Good luck

[CoffeeTalk]

I did try this and it didn't work. I'm getting the same perma-"loading" followed by "offline."  
I have one of 4 hardwired in, but for the other three that's not an option. I have Google Wifi only, not Nest. So, I'm hoping it's easier to continue to troubleshoot. Thanks, and I'll continue to follow and try. 

[Tallkris]

What’s the latest here. Been happening about a month for me and the IPV6 trick doesn’t work. 

How has gone on so long without a fix?

[SteveJano]

I not only have the same “offline problem but now my Google assistants (2 of them) not respond with “there was a glitch, try again in a few seconds” to any commands given. This is getting old, especially for my wife. We control a lot of our devices in our home through Google and sometimes it’s a real pain to wait for the error response and then issue a 2nd command. It works the 2nd time but what a pain when you need to turn on or off the lights!  I just recently switched from Netgear Mesh to Google Mesh and I’m starting to regret it. 

[fredtop]

The toggling of IPv6 doesn’t clear the problem. I have a fully functioning mesh, but every device (4No.) show offline in the google home app!

[Matt_SM]

Today I can see all my points online!!

Not sure if there was an Google Home app update but this is the first time in more than a month that all are shown online!

 

[Matt_SM]

And this morning… all are back offline (nothing has been changed on my side)

🤬🤬

[MaryB207]

Same for me Matt_SM. Mine came online for 2 days and I thought they were fixed, but then they went back to offline. As chance would have it my modem and 2 of my hardwired WiFI points were zapped by lightening last night…maybe it was divine intervention! I’m going to look into that mesh system Jperchulyn bought at Costco. I hate to think of a new mesh since I’ve had zero problems until the migration to Google Home. I delayed the migration for an entire year because of the complaints in this feed. But I bit the bullet about a month ago when I invested in a Google thermostat . I could not set it up without migrating to the home app and it has been frustrating ever since. It’s ludicrous that a huge “think tank” like Google doesn’t have a  genius who can fix it!

[Jperchulyn]

The decoAXE5300 has been up and running flawlessly for a few days now.

i have 2 TiVo boxes. I can now share the 2 between tv’s in different rooms. Never could hold a connection with Google mesh. 
initial reaction is I get more distance out of deco when I go outside and use internet on my iPhone.

streaming shows definitely works better without dropping connections.

just starting to explore features.

Have a ring type doorbell, WiFi camera above front door,  4 camera security system, printer, 2 MacBook pros, 2 iPhones, iPad, smart thermostat connected.

there is a smaller deco system that’s a little cheaper but with the Costco discount it was worth the difference I think.

[bobfrommd]

I purchased and setup a Google mesh system last week - purchased @ Costco.  It worked great for about 5 days and then my Google Home app on my iPhone showed them all to be offline - even though they were still working fine.  Interestingly enough, my wife has an Android phone with the Google Home app and it shows everything online.  Any ideas?

[Matt_SM]

That’s interesting…

maybe it’s a iOS app issue? 🤔

The main deal is that there is no Google support in here!! We are all expecting some kind of answer but it never comes…

[rrrccc57]

My idea is return them while you can and buy something with support, you won't get any from Google

[Jperchulyn]

Costco guy told me to bring mine back and buy one of the others. I got the deco tp-link system which is on sale for $299. Works great!

[Jperchulyn]

I GAVE UP!

I bit the bullet and went out and bought a deco AXE5300 Superior Mesh Wi-Fi 6E router system. 3 pods. Costco on sale for $299.

Just finished installation which was a breeze. Everything is up and running and fast.

Watch eBay for some google mesh pods. I got 4.

[Jperchulyn]

Sorry about the double post.

[Jperchulyn]

I GAVE UP!

I bit the bullet and went out and bought a deco AXE5300 Superior Mesh Wi-Fi 6E router system. 3 pods. Costco on sale for $299.

[Copt4lyfe]

How is it? Similar features? Pause devices? Ethernet ports?

[Jperchulyn]

Things working flawlessly since I installed it. 

Video streaming works instead of being initermitent.

Very happy with the change.

[Jperchulyn]

Copt4lyfe,

The deco system is working great. 

Features are somewhat similar and more I think.

Each pod has 3 ethernet ports. 

Very happy with it. Everything has been working flawlessly. No breaks in my streaming video like with the google wifi.

[Jperchulyn]

So far. works just great but haven't had time to explore it. 

Setup was a breeze.

I got the tp-link deco AXE5300 system. You can go to their website and see the specs.

www.tp-link.com

Its a Wi-Fi 6E system. Much newer technology. Covers up to 7,200 feet.

I had to have 4 google mesh pods. This one only has 3 and reception is good through out the house. Not that it's a big house.

Costco has it on sale for like $100 less than retail I think. maybe more.

[Spuds]

This is great to hear. I will purchase and toss my googles in the trash. Clearly no support here based on the pathetic precanned input. Talk with my dollars because the silence here is deafening from google. 

[Bassiersti]

I started having a similar issue aug18th. The home app would say all 4pucks(original) were offline, even though all pucks were online and were glowing constant white. I tried the ipv6 but the app couldn't connect the the router or any mesh points, I couldn't even update the wifi name or password. I could do a speed test or mesh test. I tried unplugging an letting each unit sit for a while without any luck.  Then I did a manual hard reset one on mesh point. When I tried to add it back the home app saw it and tried to add it but it would get to theth point where my phone would connect to the puck's wifi to set it up then it would give me a message saying no network detected.

So in the end I went balls out and hard reset the everything, not knowing if I would ever be able to add any back, created a new home and it worked, for now anyway. It's only been an hour. I'll update if it goes offline on the app again.

[Jsmithstt]

I’m experiencing the same issue with my WiFi appearing offline. As a result, a few other devices are offline. When I tap on the offline WiFi icon , it’s online . I can’t seem to fix this! This has disrupted my seamless smart automations causing noticeable glitches and hidden or offline devices . 

[rrrccc57]

Neither can Google!

Google is a good application/software company for the most part... they should stay out of hardware.

Kind of like McDonald's trying to make a salad

[MMaj916]

I am also seeing the same issue - started about a day ago. Network is still working fine, but Home App shows that my wifi router and points are all "offline." Creating issues with trying to connect a newly purchased Google Assistant and add everything on the first floor of my home to a single group.

[Jsmithstt]

You will probably have more problems connecting new devices especially if you’re using smart automations to work seamlessly. Base on other responses on this issue with google, this network or software problem has been notified since May 2022 and the google developers haven’t pushed a fix to-date.

[Jperchulyn]

Just f.y.I., I connected my new deco to-link system with no issues and literally in minutes. 
i have 2 tivo’ now talking to each other where with google it was intermittent, security camera system showing all 4 cameras, smart doorbell, smart thermostat, Epson printer, remote camera, iPad, 2 iPhones, iPad, garage door, 2 smart tv’s all working flawlessly.  
The deco to-link is much newer technology with Wi-Fi 6E, coverage up to 7,200 feet and speeds up to 5,300 Mbps.

yesterday I sold my google pods for $100 (cheap for quick sale). So I got a far more superior system for $199.