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Issue connecting mesh routers (but not main router)

ronniebellie
Community Member

I'm having ani issue connecting the Google mesh routers to my main Google router. I've had the three routers for years (purchased from Costco about 3-4 years ago( and they have worked well, but this time when setting up, although the main router is successfully connected (via ethernet cable) to my Comcast modem, I'm not able to connect the other two. I start creating the mesh and scan the QR code for verification on the first one, then when it say's "Connecting to wifi ..." it fails every time. I've tried resetting those two routers several times. Nothing seems to work. The main router as mentioned above is working, but the house is big, and I want to get the other two working as well like I've done before. Any ideas?

1 Recommended Answer

ronniebellie
Community Member

After hours of trying to figure this out, I discovered it the was Cloud Relay settings on my phone which are part of the recent IOS 15 install. Had to turn that off each time the device connected (using it's own wifi named after the device) to my the primary network. All is well now. 

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4 REPLIES 4

officialeddiep
Community Member

Same issue. Looks like it's a known bug, but doesn't seem to be a fix. I have 6 Google Wifi Points, and can only connect the 1st point. So frustrating the Home App doesn't work.

officialeddiep
Community Member

I BELIEVE I HAVE A SOLUTION FOR SECONDARY GOOGLE WIFI POINT(S) THAT WON'T CONNECT BUT INITIAL POINT CONNECTS — Note: I use Google Wifi puck and Wifi point interchangeably. You'll need a few ethernet cables (one to connect to the modem, another for info down below).

I also have similar issues as above, and have been on support with Google for a few hours, however, I came up with a simple solution that may have helped trigger an update. I'm not 100% sure what fixed it, but I can narrow it down with some painstaking tasks that was facilitated with Google Support. 

I have 6 Google Wifi Points that have frequently been losing connection or not able to connect at all after Google migrated to Google Home App from Google Wifi for iOS. Here are my recommended steps for resolution (but feel free to see if any of the steps will help)

1. Restart Modem and make sure there's Internet connectivity.

2. Factory reset all devices (Make sure light is pulsating slowly blue to confirm reset is complete—or about 10 minutes). Move all of your Points to the same room and plug them in if you can so they're all complete in their factory reset.

3. Factory Reset through the Google Home App (if available). Delete and Reinstall Google Home 

4. Your first Google Wifi puck should be reset, pulsating blue slowly, and there should be an ethernet connection to the globe symbol to your router. Connect #1 Google Wifi Point as the Primary Router through the Google Home App. If this works, then you have gotten as far as I had originally. The issue did not seem to be wifi, or Internet related.

5. The next step would normally be to connect additional devices to your MESH NETWORK, but this is the problem I had and I suspect many others have had. You can try this again since the Support rep said Google has been updating apps and pushing updates, but if it fails, go to the next step to see if it works.

6. I decided to connect an additional ethernet cable from the ethernet port on the #1 puck to secondary Wifi Point's internet port (the globe). Go through the Home App to "add another device" to your location and select the device from the list. 

7. Go through the setup process and connect to the second puck's Wifi. Connection might fail, but keep hitting "TRY AGAIN" and eventually it connects (for me it did). Finish the setup by telling the App which room the puck lives.

8. Repeat for additional pucks and then test the MESH. 

My thinking is that plugging the Wifi Point into the network pushed an update, or helped facility the connection to the primary puck.  Not really sure if this workaround will work for everyone, but after hours and hours, going old school and using an ethernet cable worked.

The Google Support rep thought it might have something to do with rolling out updates. 

Hope this helps!

 

 

ronniebellie
Community Member

After hours of trying to figure this out, I discovered it the was Cloud Relay settings on my phone which are part of the recent IOS 15 install. Had to turn that off each time the device connected (using it's own wifi named after the device) to my the primary network. All is well now. 

Jeff
Community Specialist
Community Specialist

Hey, ronniebellie.

Thanks for coming back and letting us know what the issue ended up being. I'm glad that you were able to get this sorted out. As we have our answer, I'm going to go ahead and close up the thread, but if you need anything else in the future, please feel free to start a new discussion.

Thanks!