Nest Wifi Mesh

[DavidTschoepe]

My Google app updated to version 3.11.104 a couple of days ago and my wifi mesh point stopped working. I have factory reset the mesh point, but I can never get it to connect to the wifi again. It will timeout or not connect. Any recommendations on how to get it to work?

[Mlaran]

Did you do a factory reset from the app or by pressing the little button underneath the access point? I had to press the little button to do a proper reset. This is what I did 

1) bring the access point near my router (even if that wasn’t where I was using it)

2) plug it in and wait for it to fully boot up

3) hold the little button at the bottom until it tells you that you are about to de a factory reset… then keep holding you will see the bottom start lighting up. Some points took 15-20 seconds of holding that button

3) let the button go after the light changes (reset is done) and then add the access point 

I had to do 4 of them and 2 of them gave me the same problem you had and the above process worked 

[DavidTschoepe]

Thank you for responding. So, I did try what you're suggesting (reset from underneath the access point) and I'm actually still having issues. It gets through most of the process and then time's out when it's trying to connect to the wifi. I'm going to try and reset my router this weekend, but wanted to wait until we got done with the work week.

[Dan_A]

Hi DavidTschoepe,

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Which Google/Nest router are we working with? What device are you using to set up your network (iOS or Android)? Do you have the Internet on your modem?
 

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

You can also try:

1. Re-Add the Mesh Point:

• If power cycling doesn't work, remove the mesh point from the Google Home app:
  • Go to Devices > Wifi > Settings > Wifi points.
  • Tap the problematic mesh point and choose Remove device.
• Follow the in-app instructions to add it back, ensuring it's close to the main router during setup.

2. Placement and Interference:

• Place the mesh point in an open area, free from physical obstructions and away from electronic devices that could cause interference (e.g., microwaves, baby monitors).
• If possible, temporarily move the mesh point closer to the main router to see if it connects.

3. Channel Selection:

• In the Google Home app, go to Devices > Wifi > Settings > Advanced networking.
• Try changing the Wifi channel to a different one, as interference from other networks might be an issue.

4. Ethernet Connection (if possible):

• If you can, connect the mesh point to the main router using an Ethernet cable. This provides a more stable backhaul connection.

We hope these suggestions help you get your mesh point working again!

Thanks for helping, Mlaran!

Best,

Dan

[DavidTschoepe]

Thank you for your help.  I have tried all of these options with a Google Nest Team member and have been told my devise is defective. Pretty annoying considering an app update caused the issue. 

[Mlaran]

Hi Dan - do you mind helping with my issue — I posted it a few days ago and no one is helping

[Dan_A]

Hi folks,

@DavidTschoepe, we appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let us know once you're done.

@Mlaran, I might have already replied to your thread, but let me double check. That way, we can continue there.

Best regards,

Dan

[DavidTschoepe]

I have filled out the form.

[Dan_A]

Hey DavidTschoepe,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there for updates.

Cheers,

Dan