Home App shows no internet but Im still connected

[Patchbear]

Hi anyone able to shed some light?

I'm connected to the Internet thru WiFi. However my Google home app shows red on Internet and I can't control my nest wifi router and perform speed and mesh test. It also shows all my nest point and Google routers offline but I'm still getting Google assistant on nest wifi point.

Do I need to factory reset the whole network?

[olavrb]

Have you tried a simple reboot of the whole network, including the modem?

If that doesn't work, the fastest solution is probably to factory reset. Else we can escelate the issue and see what Google reps might find.

[MichaelP]

I have seen this as well, and I've seen increasing reports of this elsewhere as well. You won't be able to initiate a reboot from the app, since that requires the same connection to the back end that has stopped functioning (resulting in the "offline" status, even though they are still working). So, they'll have to be unplugged for a few seconds and then plugged back in manually to get them restarted. This should result in them all showing up again in the app. A factory reset should not be required (I've had my Google WiFi units since they were first introduced in late 2016 and I've never done a factory reset on them yet – it really should be a last resort).

[Patchbear]

@MichaelP I have tried all below stated but no joy 😪

1. Powered down all wifi router and wifi point, including the modem. All the cables (data and power) were pulled off from devices. Waited a few minutes before re-connecting all cables and powering up again.

2. Uninstall and re-installed my google home app. Got my spouse (manager of the network) to do the same as well.

Have spoken to the google technical support team. Over their side shows my network online. They were saying it could be an issue with the app itself. So I guess can only wait for the patch / update of the app before this will be resolved 😂. 

This issue is not life affecting as I'm still able to access the internet. Just trying to figure out and resolve the situation. Thks a lot. 😊

[Jeff]

Hi, everyone.

I've received word from our internal team members that this is know considered a known issue and a fix is being worked on right now.When I have information about when that will be available, I'll share that information here.

Thanks.

[Jeff]

Hi, all.

I have an update for a possible fix on this. You will need to toggle your IPv6 settings in the Home app. If you are using IPv6, you will just disable it and re-enable it. If you're not using it, you'll turn it on and then back off. Here are the steps for doing so.

1. Open the Google Home app .
2. Tap Wi-Fi Settings Advanced Networking.
3. Turn on/off IPv6.

If you go through that process and aren't seeing any differences in your situation, let me know.

Thanks.

[Jeff]

Hi, all.
I'm following up once more to make sure everyone saw my last response and to make sure they were able to try out those steps. If you have questions, please post them here.

Thanks.

[RobboNZ]

Thanks @Jeff I was able to follow your steps without any issues and presume I am now in a good position for the future. As I was previously able to resolve my issues with the the power off and restarts, I continue to have no ongoing challenges. I wonder how @Patchbear is doing?

[Jeff]

I'm happy to hear that, RobboNZ.

Hopefully everyone with this issue was able to sort it out with the instructions here. If anyone has any additional troubles after trying the steps suggested, please go ahead and start up a new thread. For now I'll mark this as resolved.

Thanks.

[RobboNZ]

Thanks @MichaelP that fixed the issue for me. Unplugged my primary Google Wifi router unit, waited a few seconds, restarted it, then closed the Home app and restarted it and the internet and this unit were now online. I had to repeat the proess for my secondary Google Wifi router unit and all showing online in the app now.