Google wifi

[mjvilleneuve]

Hi, recently had a nest point failure. Would not reconnect to existing network.  Ran a Restart on the nest point that wouldn't connect and tried to connect again.  No success. 

Thought it might be a good idea to reboot the whole system. No dice. 

Ran a factory reset on all points, including the router. Proceeded to create a new network, but the process gets stuck at the very last stage and won't create a new network. Now nothing works.😔

Any suggestions or anyone else having or had this problem?

[EdwardT]

Hi mjvilleneuve,

Thanks for reaching out. I'm sorry to hear that you're having an issue with your Google Nest WiFi points. I see that you've already tried some steps to resolve this. I'd love to know more about this, and I have a few questions:

• What is the exact message that you're getting when it fails?
• What is the light status of your Google Nest WiFi parent point?

Also, could you try using a different point as the parent point to isolate the issue?

Let us know how it goes.

Thanks,

Edward

[EdwardT]

Hi mjvilleneuve,

How's it going with your Google WiFi? Still need our help?

Thanks,

Edward

[mjvilleneuve]

Hi Edward,  

I have given up. Exhausted all solutions. The wifi network fails to be created despite all my efforts. 

The home app says it loses connection to the router and to check check if wifi and Bluetooth are enabled on my phone .

I am able to use wifi off the router. I am connected to it now. However, I cannot create a network in order to mesh the three other wifi points.  Sort of defeats the whole purpose. 

I have done all that is necessary to try to get the system going. I guarantee that I have tried any solution or advice you are thinking of. 

I see a lot of other threads with similar issues. Maybe this is a Google problem and not a user problem.....

[Jeff]

Hi, mjvilleneuve.

When you're doing setup with your devices, are you setting them all up in the same room or placed where they would be used? Have you tried setting all the devices up in the same room and then moving them to where they will be used? If you haven't tried the same room setup, give that a try. Sometimes there are issues with the bluetooth range during setup that causes some difficulty. If you have already tried, let me know and we can look at other steps.

Thanks.

[Jeff]

Hi, mjvilleneuve.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

[mjvilleneuve]

Sorry, did not see your reply. I have not tried setting them up in the same room. I'll try over the weekend 

[Jeff]

No worries, mjvilleneuve. Hopefully it works out!

[mjvilleneuve]

Just tried, no luck

[Jeff]

Hi, mjvilleneuve.

Sorry for the delayed response here, but I wanted to drop in and let you know that we are rolling out a new firmware update. It might take a couple of weeks for it to hit your devices, but it could be the solution for your issues here. If things are already working, let me know, but we'll definitely want to touch base again either way after the update.

Thanks.

[Jeff]

Hey, mjvilleneuve.
Just to add some info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.
Thanks.

[Jeff]

Hey, mjvilleneuve.

I know we're waiting on that firmware update, but I wanted to check in and see if you had seen any changes or if things were still the same. Have you seen the update yet? Let me know if anything has shifted at all on your end.

Thanks.

[Jeff]

Hi again, mjvilleneuve.

I just wanted to check in once more to see if you were still seeing the same issues and to see if you were able to get the new firmware release. Let me know if you're still looking for help on this.

Thanks.

[mjvilleneuve]

Hi,

I was able to connect one wifi nest point to an existing wifi router.  

However, I am still unable to set up the wifi router. This is the best progress i have had since the problem started last year. Firmware is up to date on the router. 

One step forward. Problem still not resolved

[Jeff]

Hi, mjvilleneuve.

It's been a while since we touched on this, but I wanted to come back and see if you had made any progress here or if you were still stuck at the same spot. Let me know how things are going and we can continue to troubleshoot if needed.

Thanks.

[mjvilleneuve]

Jeff,

By some miracle, the problem suddenly solved itself. Maybe the system update had something to do with it....

I was able to create a wifi network and connect all the nest points.

Even though the problem is resolved, it does not erase four months of frustration 

[Jeff]

Hi, mjvillevneuve.

I'm happy to hear that the update resolved the issue, but I definitely understand the frustration. It turned out that the fix for this one took longer than most updates, so I appreciate you hanging in there until things smoothed over. Before I mark this as resolved, is there anything else I can do for you here?

Thanks.

[mjvilleneuve]

Hi Jeff, no further Support needed.  Thanks.