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Installing WiFi router and keeps saying cannot connect to cloud

Mmk1
Community Member

I disconnected our Asus router and tried to install the Nest WiFi router.  When I am on the Google Home app on my iPhone for set-up, it says it’s connected to the router and I scan the QR code on the router but then at that point I keep getting an error saying it could not connect to the cloud.  I tried power cycling by turning off and unplugging the router but no luck.  Please help - I am not super tech-savvy so if there isn’t a fairly easy solution soon (I have seen some other posts about contacting my ISP and asking to re-prioritize the MAC??), I will return the router which is pretty disappointing.  Thank you.  

6 REPLIES 6

davidking
Gold Product Expert
Gold Product Expert

 

Try these steps:

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.

Hopefully this helps, let me know!

Mmk1
Community Member

Thanks for the tip however it did not work.  Once it says it’s connected, I go to the main screen on the Home app to find the router and it’s not there, so I can’t move onto the next steps you provided.  I’ve attempted to install the router multiple times over the course of the last few weeks - at this point, it is not worth the time it is taking just to do initial set up and I’ll be returning the product. 

Jeff
Community Specialist
Community Specialist

Hi, Mmk1.

It's been a while since you and davidking were looking at this. I wanted to check in and see if you were able to get this resolved or if this remains an issue for you. I'm sorry for the frustration you have experienced, but I wanted to see if there's anything I can do for you here. I would be happy to pick up troubleshooting efforts and work on this with you if you still need some help. Just let me know.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, Mmk1.
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.

Jeff
Community Specialist
Community Specialist

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
Community Specialist
Community Specialist

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