Nest Wifi Point has no response, but the volume lights are on.

[Michiru]

I need help on how do I fix this, I have a nest wifi point and all of the sudden it went offline on the Google Home App and I went to check on it and it's turned on but there's no response, it seems stuck but power cycling and factory resetting doesn't do anything, it doesn't response to muting the mic, it doesn't show any light below and only the two volume lights are on. 

You can factory reset it from app but manually performing a factory reset on the button below doesn't do anything, the device doesn't do a sound cue that it's going to reset, there's nothing at all. I tried setting it up again but now it doesn't find it on the Google Home App, it's not playing any music and it's also not responding to volume adjustment. 

[chunting68]

No help, but I have the same issue - and started around the same time.    Hoping someone can chime in with help.

[Michiru]

Anyone knows how to fix this perhaps? Please! 

[Dan_A]

Hi folks,

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)? 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.

Also, you can give these steps a try:

1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
3. Remove any special characters in your network name and password.
4. Turn off IPv6:
   1. Open the Google Home app Google Home app.
   2. Tap the Wi-Fi coin  and then Settings.
   3. Scroll down and tap Advanced networking.
   4. Scroll down to IPv6.
   5. Toggle the switch off Toggle button off.
5. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
6. Unplug the power from your Google Wifi devices for 2 minutes.
7. If the issue persists, try factory resetting your network. Take note that this will delete all network data.

You may skip any step that you’ve done already.

Let us know how it goes.

Best,

Dan

[chunting68]

Dan - thanks for the response and detailed steps.  

I'm happy to report that my wifi point started responding again after doing a modified version of the first steps; the modem, router, and other access points were all working fine, so before unplugging and restarting ALL devices, I decided to try it first on just the non-responsive device.   So I started with steps 3 and 4 first:

I unplugged the power cord from the device itself for over 2 minutes, plugged it back in and let it power on - and it connected to the router and the lights were back to normal.  So far, it has been working fine since.

I had unplugged the device before posting (obviously) - I'm assuming I simply didn't wait long enough (I was probably in the 30-60 second range).

Thank you again for your assistance!

[Michiru]

Thank you for the reply, It seems to have worked after swapping outlets and cables. Then again I think it's not the definite solution, So i'll just take note in case someone I know has the same problem and maybe I can share it with them. Once again thank you for the reply Dan!＼(^o^)／

[Dan_A]

Hello there,

That's fantastic news! I'm glad swapping outlets and cables, and waiting for just the right time to plug them back in  resolved the issue. While it's hard to say for sure what the root cause was, sometimes even seemingly unrelated things like faulty outlets or power fluctuations can cause strange tech problems.

It's also great that you're keeping track of potential solutions! Sharing your experience with others can definitely be helpful, especially if someone encounters a similar issue. Your knowledge and willingness to help are valuable!

If you ever encounter any other tech troubles or have questions about your Nest Pro setup, feel free to reach out again. I'm always happy to help in any way I can.

Have a wonderful day!

Cheers,

Dan