Google nest wifi points appearing 'offline' - but are actually online?

[hansmoleman2112]

Hi,

I've been using the Google nest wifi at home for a few years now and never really had any issues.

To improve the wifi at our church, I helped setup a nest wifi network there too.

For the most part, it works very well - but an odd thing - I often get notifications that the wifi points have gone offline. Eventually all the points appear as offline (I've set up four of them)

My first dumb question - what does that really mean? Does that mean that the wifi point isn't able to contact the main router?

I'm only there once a week or so, but when I go to check the points, they are actually online? That is, I ask google if there is internet connectivity and it responds by saying 'if I am responding, then I have internet' - so it seems like it wasn't offline? I unplug and plug back in just in case, and they appear as online again, but really odd that I get these notifications.

Anything I should check, or any additional information I can provide?

[barberj]

Still showing same issue.

[barberj]

Internet seems to work, as i haven't setup points yet, but google home shows it as offline.

[Jhonleanmel]

Hi folks,

Thanks for the help, @Princesss.

@barberj, we appreciate you getting back to us and for sharing a screenshot.

Sorry for the inconvenience and thanks for your patience. Our teams are aware and we're working on a fix.

Best regards,

mel

[Jhonleanmel]

Hi everyone,

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

Thanks,

Mel

[barberj]

[Dudder]

Hi

In the app Google Home my Nest router is shown as offline on the start page but when I press the icon it tells me the opposite - that it’s online and everything is good. 
I tried to restart but it doesn’t change anything.

Please help 🙏🏻 

 

 

 

[olavrb]

This is an issue many have been experiencing lately. Based on previous threads it seems to be related to IPv6 in Nest Wifi, but I don't know for sure what causes it. Hopefully we'll have a firmware update that fixes it soon, but no word on that from Google yet.

Least to most "destructive" things to test:

• Pull down to refresh inside the Google Home app home screen.
• Try to power cycle at least the main/ master puck.
• Try to disable then enable Nest Wifi Cloud Services from the Google Home app. Wi-Fi (icon) -> Settings (icon) -> Privacy settings -> Nest Wifi Cloud Services.
• Try to disable IPv6. Wi-Fi (icon) -> Settings (icon) -> Advanced networking -> IPv6.

Other relevant things to check:

• While using the Google Home app for Nest Wifi, make sure you don't have any VPN services connected. This includes "Apple iCloud Private Relay" ( https://support.apple.com/en-us/HT212614 ).
• If on iPhone, make sure the Google Home app has been granted permission for "local network support" ( https://support.google.com/chromecast/answer/7172427?hl=en ).
• Make sure you don't run double NAT: Any router in front of Nest Wifi should be in bridge mode, as Nest Wifi itself is a router with NAT, firewall and DHCP.

[CocoHenn7]

Only thing that has helped me was I installed a new non Google router yesterday no connection issues so far … 

[Jeff]

Hi Dudder,

I just wanted to jump in real fast to see if you saw olavrb's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks,
Jeff

[Dudder]

Hi Jeff

It still shows offline when apparently being online. Quite annoying as it makes me wonder if there is some sort of problem. 
Quite often I experience aim drop outs in the Wi-Fi and I have to turn Wi-Fi on and off again on my iPhone or iPad. 

I’m quite sure it needs a new update either to the Google Home app or the best. 

[Jhonleanmel]

Hi everyone,

@Jeff, thanks for the follow up.

@CocoHenn7 and @CocoHenn7, sorry for the inconvenience and thanks for letting us know. We're already on top of this, hang tight.

Best,

Mel

[Jhonleanmel]

Hi everyone,

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

Thanks,
Mel

[CocoHenn7]

Yes this is still an issue.  To the point I bought a new router.  The google router is constantly dropping my connection.  On a chat with someone from Google and they are not helpful at all.  Nothing like wasting $500 for something that its only use is a paper weight right now 

[Maekr]

Hello

I have 3 Google mesh set up - they have good connection with each other and various products (ring cam / garage door etc) are connected to the network created by it. However, in Google home it is saying that all three are offline. How do I get them online? They’re all plugged in and have white lights. 

Thank you!

[Bigtime]

I’m having the same issues, I’m wondering if it’s a bad firmware update. I hope google fixes this soon!

[SpottedQuoll]

This is a bug that has existed for a long time now, various people have reported the same. I've experienced it as well. They never bothered to fix this. The new firmware update only introduced new bugs.

[FNS]

I'm experiencing the same thing as of right now. Been happening for about two months now. And sad thing not one forum post has a straight up salution from Google other than request a refund

[Jhonleanmel]

Hey folks,

Sorry for the inconvenience and thanks for your patience. Our teams are aware and we're working on a fix.

Best,

Mel

[SpottedQuoll]

Wow, you have multiple teams and still didn't manage to fix this in all that time?  Incredible feat.  For new visitors: these are Google Home app issues, which will affect the new expensive pro routers as well; don't forget that when you consider buying them.

[Jhonleanmel]

Hi everyone,

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

Thanks,
Mel

[gwinegarden]

Are they, in fact offline?  My Home app keeps telling me one or more are offline but the network is fine.

[hansmoleman2112]

Was this ever resolved? As this still keeps happening. Home app keeps telling point is offline, but it isnt.

[gwinegarden]

The longer that I use the Google Home App, for my Google Wi-Fi, the more I realize how useless it is.

Today, it tells me that my wi-fi was down for 4 days and 20 hours, which is a surprise to me and everyone else, in the house.  It also tells me that my laptop and PC are offline.  I am typing this on my "offline" PC.  The laptop is up and connected.

But what bothers me most is the app's inability to really control the network.  As an example, I got a notification that a new device has joined my network.  OK, but I have no idea what this device is and I cannot do anything about it.    Currently, it says that it is idle so it gives me virtually no information about it.  Gee, thanks!

I should be able to lock out an unknown device but how?  When it comes down to it, the app cannot do very much at all, especially compared to the controls on other routers.

I know that, eventually, the app will go back to my old issue and completely lose contact with the network.  At that point, I will have to spring for a new network.  It, certainly will not be one from Google.

[Jhonleanmel]

Hi gwinegarden,

Thanks for letting us know and I am sorry to hear that you're having issues with your Google Home app. We're already on top of this, hang tight.

Devices can only connect to your network by typing in the password you set. Also, if a device shows as offline on your app, that may be a device previously connected to your network that currently is not. Those devices will automatically be removed from the app if they have not connected to your network in 30 days.

We appreciate your interest however, we don't have any news to share about an option to blacklist devices to reconnect/connect back to your network. We're always looking for ways to improve and we'll take it as feedback.

I also suggest that you send feedback by following this link. Let me know if you have other questions or concerns ― we'd love to help.

Best,

Mel

[gwinegarden]

The app, specifically said that that device had just joined the network in the recent past.  I do not trust anything that tells me that my network was down for days and that the PC that I am typing this on, is off-line.

[JenniferV]

Hi everyone, 

It looks like your concern is similar to this trending thread in the Community.  I'll merge your thread to the main one. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed since this one will be locked automatically once merged. 

Thanks,

Jennifer

[Kmom23]

Google mesh system showing up as offline in the Home app. The app is not connecting to my Chromecasts. I’ve unplugged and restarted a few times. Everything stays the same. Is there a fix for this? Anyone have any luck fixing this issue?

[Jhonleanmel]

Hey Kmom23,

Thanks for bringing this to our attention.

A quick question: is your Google Nest Wifi network showing offline on other phones or tablets with the Google Home app? Also, are you using an Android or iOS device? When did this start happening? 

Try to reinstall your Google Home app and sign in with the same email.

Best regards,
Mel

[Jhonleanmel]

Hey Kmom23,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Kmom23]

I am still having the issue that started about 3 weeks ago.  It’s the home app on Amy device whether it be iOS or android. WiFi is working. Mesh is all connected but on the home screen it says they are offline. 

[Jhonleanmel]

Hi Kmom23,

Thanks for letting us know. We're already on top of this, hang tight.

Best,

Mel

[JenniferV]

Hi everyone, 

It looks like your concern is similar to this trending thread in the Community.  I'll merge your thread to the main one. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed since this one will be locked automatically once merged. 

Thanks,

Jennifer

[FNS]

Same with me. As of right now Tuesday, October 18, 2022 at 9:29 PM it took nearly 30 minutes for all the points to finish loading from when I pulled down on the screen to refresh. And all four of them show as being offline, yet I am connected to the wonderful nonproblematic world wide web. Kinda strange that somehow it shows all offline but I am still connected somehow.