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Nest Wifi Point won't connect

NikkiH
Community Member

Hello,

I recently upgraded my Google Wifi to Nest Wifi with the router and two points. I was able to set up the router and one point without issue, but cannot get the second point to connect. This is replacing the existing wifi and we haven't had any internet issues since I moved over, it's just this one point which will not connect. 

For troubleshooting:

1. The light on the point turns on and "chimes" that it's ready.

2. The device shows as "castable" device in the home app; however does not appear in the list of available devices when attempting to cast from YouTube Music for example.

3. I have already reset the network in an attempt to get it to work. 

4. When saying "Hey, Google" it asks me to login via the home app so it doesn't appear to recognize itself in my home app.

Thank you!

Nikki

1 Recommended Answer

Jhonleanmel
Community Specialist
Community Specialist

Hi NikkiH,

 

 There should be an engraved small circular button on the bottom of your device.

 

Let me know if you see it.

 

Best,

Mel

View Recommended Answer in original post

8 REPLIES 8

Jhonleanmel
Community Specialist
Community Specialist

Hi NikkiH,

 

Thanks for posting ― let's sort this out.

 

A few questions: are you seeing the last Google Nest Wifi point in your Home app? How did you factory reset the point? Also, how far is the point from the main point?

 

Give these steps a try:

 

  1. If you're seeing the point in your Home app, remove the device by tapping it, then go to settings on the upper right, then tap 'remove point'.
  2. If not, factory reset the point using the reset button. Here's how:
    • Press and hold the reset button on the bottom of the child point. Once it made the dialogue about resetting, wait for the next sound (bell sound) then let go of the reset button. The reset takes up to 5 minutes, then the point will make a sound saying, "To get started, download the Google Home app..".
  3. Add the point in your Home app.

Let us know how it goes.

 

Best,

Mel

Hello,

Thank you so much for replying. We reset the network from the app. The home app doesn't recognize it as a point, just an "Other Cast Device" and the option to remove it is not there. I only have help and feedback in the menu options. It doesn't show up in my list on the wifi menu at all. When I click on the button for the wifi point, it goes through the set up and says it's adding to my network, but then it errors out every time. The specific error we get is "Something went wrong Please ensure you are connected to the internet and try again", but we are definitely connected to the internet.  We tried moving the point closer to the router to see if that would help and it did not. I did not see a reset button the point, but whenever we say the trigger statement to that device, it does say to download the app, so it's in reset mode already. I'm not sure if we just got a bum device, or what. I have one other point that worked just fine, so it's just this last point that is being difficult. Thank you so much for your help!

Nikki

Jhonleanmel
Community Specialist
Community Specialist

Hi NikkiH,

 

Thanks for getting back to us. 

 

A few questions: do you have the Google Nest Wifi point or the Google Wifi? Where can you see the reset button? On the back or on the bottom of the device? We need to know the placement of the reset button so we can take the correct reset process if needed. The reset button is the only button on the device and it is not labeled as a reset button.

 

Best regards,

Mel

Hello,

I have the Nest wifi. There aren't any buttons on these. The only thing is the microphone switch. So, unless the button is under the QR sticker, I don't see any other buttons or rest holes at all on the points.

Thank you,

Nikki

Jhonleanmel
Community Specialist
Community Specialist

Hi NikkiH,

 

 There should be an engraved small circular button on the bottom of your device.

 

Let me know if you see it.

 

Best,

Mel

Hello! 

Look at that, you can push that! 🙂 Thank you so much for your help. I was able to reset it and get it to work and connect. I really appreciate everything!

Nikki

Jhonleanmel
Community Specialist
Community Specialist

Hi NikkiH, 

Awesome — glad to hear that and thanks for getting back to us. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Best, 
Mel

Princesss
Community Specialist
Community Specialist

Hi there,

 

Since this has been resolved, we'll consider this as complete and will lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Wifi and we'd be glad to assist you further.

 

Best,

Princess