Nest WIFI doesn't recognize Access points

[IMZ13]

Hi,

I have (4) Nest access points that were previously connected to my Nest Wi-Fi Router. I wanted to restart the network, but accidentally hit factory reset. This happened before, but I was able to retrieve and connect to the access points. But this time around it's not working properly. I've gone through the process of setting up the router and when trying to connect back to the access points, it wouldn't recognize it as a point but just as another device. So I've tried all options with the router, holding the button, disconnecting and reconnecting the Ethernet cable, and even factory reset. I also reset the access points too but still nothing.

 It shows as local devices.

 But on Points, they are not shown and only the Router is.

 I've stayed on this step for a long time and nothing happens. So I'll cancel it and restart the process.

Please let me know what I can do to fix this, thanks in advance.

[onohararicardo]

There is a known situation currently happening and there is no SLA to resolve it. They say that the Engineering team is already working on it but without any commitment about the time needed to make us able again to add the devices to our networks.

[GabrielaG]

Hi IMZ13,

Thank you for reaching out to the community. I'm sorry to hear that your Nest WiFi is not recognizing the access points, but there's no need to worry; I'm happy to help you right now.

To get a better understanding of the situation, please help me out by answering the following questions:

• Do you have any switches in your network setup?
• What is the LED status light on your Nest WiFi point and the Nest WiFi router?
• Who is your Internet Service Provider?
• Did you try to set up the Nest WiFi points on another device?
• Is the child point within the recommended distance from the parent point? The recommended distance is between 20 to 25 feet (6 to 7 meters).
• What is the device model you are using to set up your device, Android or iOS?

Any additional details you can provide will be helpful.

Regards,

Gabriela

[onohararicardo]

Hi Gabriela.

As I mentioned before, this is a known issue that Google's engineering team is already working on at the moment. The annoying part is that there is no SLA to solve this situation. All the questions you made me were already checked during the time in which I was in contact with Google's support team.

Just a quick advice: before questioning about anything, you could take in consideration what was written before in order to avoid creating friction with the community users.

[GabrielaG]

Hi onohararicardo,

Thank you for your response. I understand how frustrating it may be that your Nest WiFi Points are not connecting to the Google Home app. We need to confirm the information by asking questions to get to know the best troubleshooting steps or isolate the issue to find a possible solution.

We are aware of an issue impacting a limited number of users on Android while accessing the Google Home App version 3.28. Google's engineering team is still working to solve this problem as soon as possible.

Feel free to keep us posted if you have more questions.

Regards,

Gabriela

[SpdRacMD]

GabrielaG,

It's not a limited amount of users.  It's literally anyone who has reset their network configuration, or bought a  new Nest product.

[bpcs]

Do you have an ETA on when the fix/ update to Ver 3.28 will be released so that we can start adding mesh access points again??

[SpdRacMD]

There is mention that if you install the Home app on an IOS device, you will be able to complete the setup.  I do not have a "young" enough IOS device to test but will borrow one later today and see if that is a viable workaround.

[Humble_one]

i have the same problem. two of them.

[IMZ13]

*UPDATE*

I'm not sure for everyone else, but I guess Google Engineers rectify this issue. I just retired reconnecting all my access points and everything is working normal again. The access points successfully connected to the wifi network. Furthermore, I would like to thank everyone for their help and/or suggestion.

I

[bpcs]

Yes, version 3.29 is now installed and hopefully fixes these issues that 3.28 had.