Nest Wi-Fi Reboot Issue email

[BrightVader18]

An year ago I received this email about Nest router reboot issues but I still haven't received the replacement. Link to email screenshot 

I have been experiencing frequent router restarts during summer only when temperature goes beyond 80°F. I have used these links to see uptime for router and the points.

http://192.168.86.1/api/v1/status

http://192.168.86.150/api/v1/status

http://192.168.86.144/api/v1/status

http://192.168.86.183/api/v1/status

Only router restarts and causes connection drops

Case ID 7-8077000035830 has been raised but haven't received any updates yet

[MichaelP]

It looks like that screenshot is not to the email, but in any case, I've escalated this. I expect someone from Google will take a look at it soon.

[nerys]

Hi @BrightVader18,

Thanks for posting in the community!

I'm so sorry to hear that your Nest WiFi reboots itself when the temperature goes beyond 80°F and that you haven't received your replacement since a year ago. Don't worry, I'm here to help! 

To ensure the quickest resolution, can you please share the reference number from the case where you were promised a replacement unit a year ago?

I really appreciate @MichaelP for letting us know about this situation.

If you both have more questions for me, feel free to reply to this post. I'll be happy to assist further. 

Best regards,

Nery.

[BrightVader18]

Hey @MichaelP  I updated the link to email screenshot https://photos.app.goo.gl/ktg6eJF7c32JCesh

I uploaded the wrong photo.

The previous case is not showing up in my profile now. I'm pretty sure I submitted one last year and then I forgot about it. @nerys are you able to see the case from 2 days ago though? 

[nerys]

Hi again BrightVader18,

Thanks for your quick reply!

I was trying to see the picture you sent, because it is also important to me to check the origin of the email and provide you with a resolution, but the link does not show any picture. You can also attach the picture here without needing a link.

About the cases you mentioned, I'm able to see the cases, and my team is aware of this situation. A specialist will take care of one case and will be contacting you via email as soon as possible.

If you have more questions for me, feel free to reply to this post. I'll be happy to assist further. 

Best regards,

Nery.

[BrightVader18]

https://photos.app.goo.gl/ktg6eJF7c32JCesh7

Sorry about the link! It was missing a character at the end

[BrightVader18]

Customer support has also reached out to me and I have sent them the necessary information such as proof of purchase and email about the issue. @nerys 

[nerys]

Hi BrightVader18,

Thanks for your response!

I'm glad to hear that you are working together with my team to solve this situation.

In the meantime, please don't hesitate to reply here if you have any further questions. I'll be happy to assist further.

Best regards,

Nery.

[BrightVader18]

Received the replacement router today. Will test it out as a separate WiFi network for a week. 

Kudos to @nerys @MichaelP for prompt responses and helping to engage customer support

[nerys]

Hi BrightVader18,

Thanks for your reply! 

I'm happy to hear you received your replacement! Remember that I'm here for everything you may need in the feature. If you have more questions for me, feel free to reply to this post. I'll be happy to assist further!

Best regards,

Nery.

[BrightVader18]

After getting a replacement router, I have connected the router to ATT Fiber modem using LAN cable in IP Passthrough mode. I haven't noticed any unexpected restarts so far. I have been checking this url daily for uptime - http://192.168.86.1/api/v1/status. After setting the IP Passthrough I have noticed the change in `oobeDetailedStatus` from OOBE_COMPLETE to INITIALIZATION_STAGE_DEVICE_ONLINE. Is that a cause for concern? @nerys 

{
   "dns": {
      "mode": "automatic",
      "servers": [ "###.###.#.###" ]
   },
   "setupState": "GWIFI_OOBE_COMPLETE",
   "software": {
      "blockingUpdate": 1,
      "softwareVersion": "14150.882.9",
      "updateChannel": "stable-channel",
      "updateNewVersion": "0.0.0.0",
      "updateProgress": 0.0,
      "updateRequired": false,
      "updateStatus": "idle"
   },
   "system": {
      "countryCode": "us",
      "groupRole": "root",
      "hardwareId": "MISTRAL D2B-A2C-C3Q-I4H",
      "lan0Link": false,
      "ledAnimation": "CONNECTED",
      "ledIntensity": 30,
      "modelId": "MISTRAL",
      "oobeDetailedStatus": "INITIALIZATION_STAGE_DEVICE_ONLINE",
      "uptime": 191819
   },
   "vorlonInfo": {
      "migrationMode": "voobed"
   },
   "wan": {
      "captivePortal": false,
      "ethernetLink": true,
      "gatewayIpAddress": "###.###.#.#",
      "invalidCredentials": false,
      "ipAddress": true,
      "ipMethod": "dhcp",
      "ipPrefixLength": 23,
      "leaseDurationSeconds": 86400,
      "localIpAddress": "###.###.##.##",
      "nameServers": [ "###.###.#.###" ],
      "online": true,
      "pppoeDetected": false,
      "vlanScanAttemptCount": 0,
      "vlanScanComplete": true
   }
}

[nerys]

Hi BrightVader18,

Thanks for your reply!

I see that you have a question about the "oobeDetailedStatus" in your code. Let me help you with that! 

The "oobeDetailedStatus" identifies if a child point can connect to the mesh network successfully. When we see "oobeDetailedStatus": "OOBE_COMPLETE" in the code, that means that the device has finished the initial setup process and is ready. The "oobeDetailedStatus": "INITIALIZATION_STAGE_DEVICE_ONLINE" might indicate that the device is connected and ready to begin the full OOBE flow. 

I am not so technical in that regard, so I recommend asking a specialist about this.

I hope this helps! If you have more questions for me, feel free to reply to this post. I'll be happy to assist further.

Best regards,

Nery.