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?

[olavrb]

If points are online it's only "cosmetic". It seems to be related to IPv6, so you could try to disable that for the network.

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.

[hansmoleman2112]

Hi,

Thanks for the response!

- Pull down to refresh inside the Google Home app home screen.

this doesn't seem to do anything. I'll check again / try the other options when I am there again this weekend. But after restarting all the points on Saturday (two days ago), today (Monday) three of the four are appearing offline already.

"It seems to be related to IPv6"

I checked it, and IPv6 appears to be disabled?

[Lornec]

Following because I have a similar problem.  Wifi mesh nodes showing as “offline” on the main screen- but I can click into them, dim the light , test the mesh (excellent connection)… even restart the node.  But they still show as “offline”.  It’s nuts.  

[EdwardT]

Hi folks,

@olavrb, thanks for the help!

@hansmoleman2112 and Lornec, thanks for reaching out. Please let us know the results once you've tried the steps that olavrb provided. Keep us posted.

Thanks,

Edward

[EdwardT]

Hey folks,

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 trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Edward

[hansmoleman2112]

Hi, I will be there onsite today, will run through the steps, then I will need to monitor for a few days afterward. Will update with what I observe.

[Jhonleanmel]

Hey hansmoleman2112,

Thanks for letting us know. Take your time, I'll be waiting for your update.

Best,
Mel

[Jhonleanmel]

Hi everyone,

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 trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Ebarba22]

on our google home app it says offline for two weeks now and we can’t fix it!!! Please help 

[gwinegarden]

But is it, in fact?  Mine, constantly, tells me the network is down but it is not.

[hansmoleman2112]

Thanks, restarted everything this weekend and am now monitoring.

It can take days or even weeks before the wifi points start disconnecting, so I will have to keep an eye on it and update.

[Jhonleanmel]

Hi hansmoleman2112, 

Thanks for the update. Keep us posted ― this helps the community a lot.

Best,

Mel

[Jhonleanmel]

Hi hansmoleman2112, 
 

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 trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jeff]

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Jeff

[hansmoleman2112]

It can take weeks, if not months before the wifi points start disconnecting, so please do not lock this thread just yet.

The only other note I'd make is that I moved some of the wifi points to be a bit closer to the main router, perhaps that will help (previously all the wifi points were reporting 'weak' connections, but now two of the four are 'good' while the other two are still 'weak')

I will continue to monitor.

[Jeff]

Thanks for letting me know. We'll keep this open longer, hansmoleman2112. That will give you a chance to keep looking at things and others might have more insight.

Thanks,

Jeff

[Jhonleanmel]

Hey folks,

@Jeff, thanks for the help.
@hansmoleman2112,  we apologize if this thread was closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread. 

Thanks,
Mel

[hansmoleman2112]

Hi, everyone,

One of the wifi points is now appearing as 'offline'. I am not at the location, so cannot check if this is actually the case, but is there anything I can do remotely?

Is there any logging I can access, that would tell us why it went 'offline'?

[Jhonleanmel]

Hi hansmoleman2112,

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

Best, 

Mel

[Roosterdude]

Hello.  My Google Nest WiFi AC2200 router is displaying offline all of sudden.  Internet was working but is now unreachable. BUT the guest network connects normally. I’ve restarted the network, powered the router and access point off/on, and powered the internet modem off/on.  Still, the main WiFi ssid has no internet and is displaying offline.  But like I said, devices can connect to the Guest WiFi and it works normally. What is happening?  Any ideas?  Thanks!

[olavrb]

Could be a IP conflict, like multiple DHCP servers or double NAT. What other devices do you have in your network and how are they set up?

Do you have any managed/ "smart" switches with anti loop protection/ STP (spanning tree protocol) enabled?

Other things to try:

• Disable IPv6, it has caused strange problems lately ( https://support.google.com/googlenest/answer/6361450?hl=en ).
• Disable then enable Google Nest Cloud Services, it sometimes solves strange problems like this ( https://support.google.com/googlenest/answer/6246642?hl=en ).
• Try to factory reset your whole network by deleting it from your Google Home home ( https://support.google.com/googlenest/answer/6246619?hl=en ), then set it up from scratch reusing the network name (SSID) and password ( https://support.google.com/googlenest/answer/9548301?hl=en ).

Previous similar threads:

• https://www.googlenestcommunity.com/t5/Nest-Wifi/Google-WiFi-primary-network-has-no-internet-connect...
• https://www.reddit.com/r/GoogleWiFi/comments/ruoxci

[EdwardT]

Hi folks,

@olavrb, thanks for the help!

@Roosterdude, how's it going with your Google Wifi? Still need our help?

Thanks,

Edward

[Roosterdude]

I did a full factory reset on the router and access point. Used the same ssid.  Everything appears to function normally but the Wi-Fi router still displays as Loading… or Offline I’m Google Home. I can still perform functions on it like speed tests and such.  The access point displays normally.  Why would the router be still displaying as Offline?  What could have changed?  Devices can still connect to the ssid. Thanks. 

[EdwardT]

Hi Roosterdude,

Thanks for the update. To isolate the issue, could you try changing the DNS on the Google Home app? Here's how:

1. Open the Google Home app.
2. Tap Wi-Fi > Settings > Advanced Networking.
3. Tap DNS.
4. Tap Save.

Let us know how it goes.

Thanks,

Edward

[Roosterdude]

Thanks for the continued assistance!

When I go to DNS, there are 3 choices - Automatic, ISP, and Custom.  It is currently set to Automatic.  I pressed the little disk save icon in the upper right.  Not seeing any difference.  Access point and router are both showing Offline right now.  But everything with Wi-Fi is working.  Sometimes they switch over to displaying as Loading... but eventually go back to Offline.

[EdwardT]

Hi Roosterdude,

Thanks for the response and I'm sorry for the confusion. Under DNS, please select Custom and enter “8.8.8.8” and “8.8.4.4”.

Let us know how it goes.

Thanks,

Edward

[Roosterdude]

Made the changes to DNS as you specified.  Rebooted the network.  Still the same result.  Access point and Router both show as Offline in Google Home.  But wifi is still working normally.

[Jhonleanmel]

Hey folks,

@EdwardT, thanks for the helpful responses.

@Roosterdude, chiming in to make sure everything is good here, and sorry for the delay in response and for the inconvenience and thanks for your patience. Our teams are aware and we're working on a fix.

Best,

Mel

[Roosterdude]

Thanks for the response. Are you saying this is a known problem?  My router is still displaying as offline, though Wi-Fi is available and working. Thanks.

[Jeff]

Hi Roosterdude,

The issue is known and is being worked on internally. While it's good that your network is functioning from a connectivity standpoint, we definitely want you to be able to view all the stats and settings. As information about a fix becomes available, we'll share it here.

Thanks,

Jeff

[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

[drew12]

My nest router is connected to the internet and my wifi is working in my home. However, from the home page, it says my router is offline. When I click into the device it says it is connected and running well. How do I get it to show as not “offline” in the Google home app?

[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 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.

[barberj]

Glad its not just me. 

[Jhonleanmel]

Hi everyone,

@olavrb, thanks for the helpful response.

@barberj and @drew12, thanks for bringing this to our attention ― let's see what's going on.

Give these steps a whirl:

Check if your IPv6 is enabled. If so, disable it or toggle the switch to off.
Unplug the power cable from the Wifi device.
Wait 10 - 20 seconds for the device to fully power off.
Plug the power cable back into the your Google Wifi device.
Wait 1 or 2 minutes for it to fully power on.

If issue persists, reinstall your Google Home app.

Keep us posted.

Cheers,

Mel

[barberj]

IPV6 is not enabled for me. I've unplugged and rebooted as recommended without any change

[Jhonleanmel]

Hi barberj,

Thanks for getting back to us.

Try to reset your Google Wifi network and setup in another Home structure. You can use the same network name and password so your devices can reconnect back.

Let us know how it goes.

Best,

Mel

[Princesss]

Hi barberj,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[barberj]

Giving a go now...