Nest Wifi Router “Problem Connecting” error

[icanfathom]

I just got my new Nest Wifi router and access points. I followed these steps:

1. Plugged it into ethernet and started adding the device in the Google Home app
2. Successfully Connected to WiFi
3. Created a new wifi network + password
4. Got to the "Checking for Updates" page and then it immediately changed to "Problem Connecting. Please check if you're online."

For what it's worth, this seems to be identical to another issue (https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-Wifi-Router-Problem-Connecting/m-p/151034), but none of those solutions helped.

Some notes:

1. I took the ethernet cable going into the Nest router's WAN port and connected it to my computer instead, and I'm getting internet through it
2. It appears the Nest router IS connecting to the internet, because when I fiddle with settings in my ISP's router (which is sadly the middle-man here), I don't get as far in the setup steps
3. As alluded to, I have another router in this setup. It's MODEM == CENTURYLINK ROUTER == NEST ROUTER
   1. The CenturyLink router is there for (a) VLAN-tagging and (b) PPPoE
   2. There are supposedly ways to do both of those things through the Nest router, but I can't follow the instructions on (https://support.google.com/googlenest/answer/9798157?hl=en&ref_topic=9832141) or (https://support.google.com/googlenest/answer/7668126?hl=en). Those both require you to click Wifi > Settings in the Google Home app, but there is no Wifi option (probably because the Nest router has never successfully connected?)
   3. When I change my CenturyLink router to Transparent Bridge mode, I don't get internet through any ethernet ports (which is expected, I suppose) and Nest setup also fails

[EdwardT]

Hi icanfathom,

Thanks for reaching out. I'm sorry to hear that you're having issues with setting up your Google Wifi. I'd love to know more about this and I have a few questions:

• What device are you using to set it up? Is it an Android phone or an iPhone?
• Can you access the internet while connected to the Google Wifi's temporary setup network?

Looking forward to your response.

Thanks,

Edward

[icanfathom]

• I'm using an iPhone. I also tried with an iPad, with no luck.
• Yep, I can access the internet while connected to the setup network.

[EdwardT · Accepted solution]

Hi icanfathom,

Thanks for the response. To isolate the issue, please check if Local Network is turned on for Google Home app. You can find this setting under Settings > Privacy. Also, if you're using a VPN, let's disable it while setting up your Google Wifi.

Thanks,

Edward

[icanfathom]

That did it! The VPN was the culprit. Thanks for the help.

Is there any way I could submit a Feature Request to the dev team to add some sort of message about this in the Google Home app? I know based on the other answer I linked to that at least a few other people have had the same issue.

[EdwardT]

Hi icanfathom,

Thanks for the update. I'm glad to hear that you were able to get your Google Wifi connected now.  You could follow the steps below to send a feedback using your Google Home app:

1. Open the Google Home app .
2. At the top right, tap your account.
3. Tap Feedback tap the type of device you'd like to submit feedback for.
4. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
5. In the feedback summary, write a brief description of your issue.
6. Be sure to check the box for Screenshot and System logs.
7. To submit feedback, at the top right corner, tap Send.

Thanks,

Edward

[EdwardT]

Hi icanfathom,

I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Edward

[EdwardT]

Hi icanfathom,

Just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward