Nest WiFi Pro recently began losing connection approximately every 30 minutes

[childeroland42]

As in the title, starting on Monday June 2nd my 4 pod Nest WiFi Pro system began losing connection.

If I manually restart the system and it comes back online, but after about half an hour, the connection drops again. 

I am losing both WiFi and Hardwired connection. The pods show a flashing yellow light after this happens. 

I only need to restart the pod being used as the router for it to come back online.

I have tried changing cables, locations, and which pod was the router, but the same situation happens.  

I've contacted my ISP and they show a strong steady fiber signal to my home. The ISP modem is showing no fault lights when this happens. And as I said, when I restart the router pod, the system will come back online, albeit for only ~30 minutes. 

Additional info: I'm not sure when, but it seems my system was updated to the 3.76x firmware. Could this have caused the sudden instability? 

[Sdebruler]

I'm experiencing the same issue.  Please help!

[Ashepherdson]

Gonna escalate this to the team, can you confirm which software version you have , and any other important info ? (Are you using a switch, how many devices , etc) 

[Sdebruler]

My network if back working again.  From the best I can tell the issue was an IP address conflict.  Not sure if was on the Nest hardware side or on the Nokia ONT side of things my fiber service uses.  All 4 AP are on the below firmware.

3.76.467368

[Sdebruler]

Correction...  After working great all day it is back to doing what is was doing before...

I can plug a computer directly into the ONT using a cat5 cable and can get a connection, but it takes 5ish minutes for the ONT to assign my computer an IP address.

Here is what we I have tried.

Several Soft Resets of the Google AP's

Factory resets of all 4 Google AP's

Soft reset of the ONT

ISP says no issue on their end.  

Thinking about requesting a static IP...  Thoughts?

Not sure what else to do.

[DeboraJ]

Hi Folks!

Thanks for posting! I understand you're experiencing some inconveniences with your Nest WiFi Pro, as it starts losing connection approximately every 30 minutes. Thank you for letting me know the steps you've already tried on your end and for confirming that you've contacted your ISP. I'll handle it from here.

And also special thanks to @Ashepherdson and @Sdebruler for the steps, assistance, and details provided to the customer.

For this inconvenience, I recommend you follow these steps:

• Step 1: Check if the affected devices are 2.4 GHz- and 5 GHz-capable.
• Step 2: Check for any special characters or spaces in the SSID or password.
• Step 3: Check the mesh connection for weak Wi-Fi points.
  • To run a mesh test:
  • Open the Google Home app.
  • Tap the Wifi space.
  • Then, select Wifi points.
  • Select Test mesh. The results will show the connections of all your Nest Wifi or Google Wifi points. If one or more has a weak connection, the app will notify you. 
  • Step 4: Run a 2-minute power cycle. 
• Step 5: Check for an upstream router.

Please follow these steps. If you continue to see a similar issue, please let me know, and I will be happy to assist.

Best regards,

Debora

[Sdebruler]

Hey Debora,

I have tried all of these troubleshooting steps.  System still down.

[childeroland42]

I'm on software version 3.76.467368.

I have a 4 unit system.

I've tried connections with various cat 5a and cat 7 cords.

I've used different units serving as the router. 

I've tried multiple power cycles. 

Both wifi and direct wired to the router lose connection. 

There is no switch being used. 

No mesh test possible during event because no connection. After restart, during the 30 minutes before connection is lost, mesh test shows strong. 

[childeroland42]

Also did several factory resets with no change. 

[DeboraJ]

Hi folks!

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Best regards,

Debora

[childeroland42]

Hello DeboraJ. Unfortunately the link to the form does not work. 

[childeroland42]

@DeboraJ do you have an updated link to the form?