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Issues with Google home showing network offline, IPv6 causes system to crash

PK231
Community Member

Hi. I’ve recently got a google nest wifi and and wifi point with google assistant. 

The internet is working well, but in my Google Home app it shows the Nest router is offline. This can’t be true, as the wifi is working perfectly and the white light is on. The wifi point is showing it is online. 

I’ve looked this up but it doesn’t seem like there is a fix. I saw a recommendation to toggle IPv6 on - I tried that, but after loading for a while there was an error message and my internet disconnected and the wifi point was flashing amber for ages before coming back online. Not too keen to try that again. 

The internet IS working, but it’s really annoying seeing it as being offline in the app. Any help? Looks like this has been an issue for a long time. 

17 REPLIES 17

ArvindAgarwalla
Community Member

Pls go thru the long list of posts on this issue / distilled as follows
1. Google lost a lawsuit to SONOS and released an update late 2019 to remove the offending code
2. This update resulted in random and intermittent WiFi going offline (same as you mentioned)
3. The Google Community Expert has been posting every month or so that they are looking into the matter, but that is all we hear from Google (which is shameful)
4. Many users have tried Factory Reset etc (I have too) but to no avail
5. I had a Google Nest Router + 3 Nest Points and yesterday spent USD 400 to buy the Linksys Atlas Pro 6 (3 Pack) and have put the Google Nest (1+4) into cold storage (what a waste of USD 600)
6. The situation is exasperating and Google is showing their true colours as an IT behemoth

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

Thanks for reaching out. I'm sorry to hear that you're having an issue with your Google Wifi appearing offline in the app. I'd love to know more about this and I have a few questions:

 

  • Does the Wifi point still appear offline when you tap on it?
  • What device are you using? Is it an iphone or an Android phone?

To isolate the issue could you try clearing the cache of your Google Home app?

 

Thanks,

Edward

PK231
Community Member

The wifi point has no problem, it is the wifi/router Nest unit. It says it is offline, but when I tap on it it says "connected to 1 wifi point. Online and connected to 1 wifi point. Your wifi router is online and everything looks good" There is also an option to run a speed test which returns good results.

 

I am using an iPhone for the Google home app.

 

I'm not sure how to clear the cache on the Google home app.

EdwardT
Community Specialist
Community Specialist

Hi PK231,

 

Thanks for the response. Since this is an iPhone, please try to uninstall and reinstall the app to clear the cache and let us know if the point would still appear offline.

 

Thanks,

Edward

PK231
Community Member

Thanks. I deleted the app and reinstalled it - no change.

EdwardT
Community Specialist
Community Specialist

Hi PK231,

 

Thanks for the update. To isolate the issue, please try changing the DNS. This allows the app to communicate properly to the Cloud services. 


To change and set a custom DNS, ask the customer to do the following:

 

  • Open the Google Home app .
  • Tap the Wi-Fi  and then Settings Settings and then Advanced networking.
  • Tap DNS.
  • Select Custom and enter 8.8.8.8 and 8.8.4.4.
  • Tap Save .

Let us know how it goes.

 

Thanks,

Edward

PK231
Community Member

There are 4 lines to fill in. 

Primary Server

Secondary server

Primary IPV6 server

Secondary IPV6 server

 

Please advise on what to put into each line.

 

Cheers

EdwardT
Community Specialist
Community Specialist

Hi PK231,

 

Thanks for the response. You can use this for the primary and secondary IPV6 server: Google IPv6 DNS: 2001:4860:4860::8888 and 2001:4860:4860::8844

 

Let us know how it goes.

 

Thanks,

Edward

Jeff
Community Specialist
Community Specialist

Hi PK231,

I just wanted to jump in real fast to see if you saw Edward's latest reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks,
Jeff

PK231
Community Member

Hi. When I put “2001:4860:4860::8888” into the primary ipv6 server DNS area it says “the server IPV6 address is invalid. 

The “2001:4860:4860::8844” number in the “secondary IPv6 server” area accepts it. 

Google home still saying the wifi thing is offline. Wifi still works, and when I click into it it shows online

EdwardT
Community Specialist
Community Specialist

Hi PK231,

 

Thanks for the update. Could you try using your ISP's DNS instead of Google's? Keep us posted.

 

Thanks,

Edward

PK231
Community Member

I’m not sure how to do that 

EdwardT
Community Specialist
Community Specialist

Hi PK231,

 

Thanks for the response. Could you check if there's an option to select your ISP's DNS instead of custom? You could also click on this link to learn more about this.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi PK231,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

 

Thanks,

Edward

PK231
Community Member

When I enter into the DNS settings there are options for automatic, ISP, and DNS. I have clicked ISP. 

 

That made it worse. Both the WiFi router and WiFi extender points said offline. After some time the extender point changed to "Paused", but still seems to work. It used to say online.  The main router still says "offline". Still working otherwise.

 

This is a very frustrating issue, I don't understand how it's possible.

EdwardT
Community Specialist
Community Specialist

Hi PK231,

 

Thanks for the update. We'd like to know more about this. Please fill out this form so we could investigate further.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi PK231,

 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hours.

 

Thanks,

Edward