Home App does not see my mesh devices - cloud service error

[jscusc]

Looking for some help - I've recently moved and am reestablishing my Gen 1 Google Wifi pucks in a new house. Last week I plugged them in and everything worked very well. The old Google Wifi App saw the devices, the Home App saw the devices and I was able to change my home address and rename the devices. So far everything is great.

Then Sunday I went to add a new device to my home and I received an error about cloud service problems. I ignored the error and came back a couple of hours later to discover that my home had been deleted from the Home App and that the Wifi app also lost access to the network devices.

I'm now in a situation where I cannot get the mesh devices recognized by either the Wifi or Home apps.

Any guidance on how to get past this situation and either set up a new Home or reenable my old home?

[Jeff]

Hey, jscusc.

Sorry for the issues you've had with your network setup. That sounds like a real inconvenience, but we can get this worked out for you.

To help you out, I do have a few questions first.

• Did you migrate your WiFi settings from the WiFi app to the Home app?
• When you set up the network, did you set them up in both the WiFi and Home apps?
• Have you tried turning your cloud services off and on in the Home app settings?
• Have you tried doing a factory reset on the devices and setting things up from scratch once more?

The WiFi app is no longer used to manage WiFi settings. Everything is handled in the Home app now, and the WiFi app will only let you view certain settings. Going forward, everything you manage for your network will be done through Home. If you can let me know the answers to those questions, I'm sure we can figure this out.

Thanks.

[jscusc]

Thanks for the reply Jeff - I did try stopping and restarting the Cloud Services to no avail. Given I needed to reconfigure some other things, I did a factory reset on all the access points and started fresh. So far everything is working as expected. 

The big downside was that I had to go around and "reprogram" all of my devices. 

[Jeff]

Hey, jscusc.

Thanks for the update and I'm glad that everything is working for you now. The reset process is a bit of a, well, process, but I'm glad it worked out for you. Thanks for letting me know! Since we have our answer here, I'm going to go ahead and close up the thread. If you have any other issues or need anything else, please feel free to start a new discussion.

Thanks.