HOME app: Wi-Fi function not working

[abellaj]

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Original Poster:Cockeyed Observer

WIFI function in Google HOME app fails to connect. Phone connects OK and app shows all devices and works as expected. However, unable to manage network due to this error. Network was migrated from WIFI app several months back.

The wifi mesh is working fine, and devices connect as expected.

Steps & symptoms: Open HOME app > tap on Wi-Fi button ==> Network page opens for around 5-10 seconds and then error message appears. 

Error message: Can't connect to your network. Make sure it's plugged in and your phone is able to receive cellular data.

But the phone is connected and the cellular data is active as well!

Last speed test was on 22 July.

Issue started: after July 22nd - not sure exact date.

I have tried restarting the network several times, but no luck.

Any assistance would be much appreciated.

[abellaj]

Hey, everyone.

Sorry for the issues you're all having with the Home app and the WiFi network management. I know it can be frustrating to deal with resets and then having to go through the process again. Let me offer one more fix that might be able to clear these sorts of issues up.

If you have performed your factory resets and problems are still happening, try turning off and on your cloud services. Cloud services are used to communicate between Google's servers and your WiFi network, so some of those problems you've had could be attributed to an issue there. The process is below.

Open the Google Home app.

1. Tap the WiFi icon.
2. Tap Settings.
3. Select Privacy settings.
4. Toggle Nest WiFi cloud services OFF and wait for 30 seconds, then back ON.

Once done, close the Home app and perform a full network restart to ensure that the new settings are in place. To do this, I would recommend doing a power cycle on your network.

1. Disconnect the power adapter and the Ethernet cable from the Nest WiFi router.
2. Disconnect the power adapter from the Nest WiFi points.
3. Disconnect the power adapter from the modem. Allow all devices to stay disconnected from the power for 5 minutes.
4. Connect the power back to the modem only and wait for it to fully back up. All lights should be lit up before moving to the next step.
5. After the modem is back online, connect the Ethernet cable back to Nest WiFi router's WAN port (globe symbol port).
6. Connect the power back to the Nest WiFi router and to the Nest WiFi points. Wait until they're all fully back on.

If you are still running into problems after trying this, please let me know and we can look deeper into your specific situations. Thanks.

From: Jeff

(Community Specialist)

[Jeff]

Hi, Cockeyed Observer.

I’m just checking in real quick to see if we needed anything else here or if we were able to resolve the problem. Let me know if there’s anything else I can do here.

Thanks

[Jeff]

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