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Nest Wifi Router States Offline but mesh network working fine

Aktapol
Community Member

0AB82456-8506-4E4F-9D73-E5370447DFD0.jpeg

 Hello,

 

I’m having an issue with my nest wifi router displaying offline (see photo).  However when I click on  it for more details, it says that it is online and connected to two wifi points.  The speed test and mesh test are fine.  Is this just a software glitch.  Thank you for any help.

22 REPLIES 22

flamingo
Community Member

I have same issue 

MichaelP
Diamond Product Expert
Diamond Product Expert

Hello @Aktapol 

I've seen some other reports of this as well as experiencing it myself. Can you try dragging that main screen down until the reload spinner shows completely? That should cause the Google Home app to refresh the status of every device, including the Google/Nest WiFi units. If they are working properly, they should show up properly on that screen after a refresh. You may need to do that again occasionally, depending on how long it's been since you launched the Google Home app on your device.

Aktapol
Community Member

Thank you for the reply.  This seems to help when the app is open.  Once you close it and reopen it reverts, but it’s less annoying.

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

Thanks for reaching out. I see that you already tried some troubleshooting steps to resolve this. To isolate the issue, we could try changing the DNS. This allows the app to communicate properly to the Cloud services.


To change and set a custom DNS, ask the customer to do the following:

 

  • Open the Google Home app .
  • Tap the Wi-Fi  and then Settings Settings and then Advanced networking.
  • Tap DNS.
  • Select Custom and enter 8.8.8.8 and 8.8.4.4.
  • Tap Save .

Let us know how it goes.

 

Thanks,

Edward

NeoMeir
Community Member

This doesn't fix the issue. If you look at my other posts I've had these things set to fix the rogue DNS issue and this is outside that good sir. 

EdwardT
Community Specialist
Community Specialist

Hi NeoMeir,

 

Thanks for the response. I'd love to know more about this. Is this also happening on a different device?

 

Thanks,

Edward

NeoMeir
Community Member

So it seems to only occur on the wifi points. Eventhough they are both within 30ft of the home unit with nothing but a couple walls between them. I've worked with the Nest Wifi team on looking at some of these issues and then ended up sending me a new set to try to resolve the Rogue DNS issue. Now I'm dealing with my mesh points dropping off the network (full offline status when I run the mesh test). The internet around that wifi point that went out then connects to the further away router (the mesh network is setup in an L shape the middle joining point being the router). I then have to go and unplug it and plug it back in then things work fine. It's quite frustrating because when it goes down it's like going from 5g to 3g for any device on that side of the house (slow if any response the TV won't even recognize it having internet while the nest hub not far away from it is doing perfectly fine (mind you it's also further from the router than the TV and behind the wall the tv is mounted on so it should most likely have the worst connectivity). 

So that describes my network setup, the one that fails the most is at the end of small line of the L and it is crazy annoying because I have to go reset it. Now and then I've noted this can be related to internet instability but when this instability happens some of the time my hardwired laptop (plugged into the router) doesn't flinch. So I'm concerned this could be the start of another fiasco like the rogue dns issue.

EdwardT
Community Specialist
Community Specialist

Hi NeoMeir,

 

Thanks for letting us know. Could you share the case number of your interaction with our team so we could investigate further?

 

Thanks,

Edward

NeoMeir
Community Member

Case ID [1-8155000032724] but this is really just dealing with the rogue dns issue.

EdwardT
Community Specialist
Community Specialist

Hi NeoMeir,

 

Thanks for providing the case number. Just to clarify, when the Google Home app indicates that your devices are offline, can your devices still connect to the internet? What's the light status of your Google Wifi devices when this happens?

 

Thanks,

Edward

 

NeoMeir
Community Member

Devices around that mesh point lose Internet. Everywhere else has good internet. 

Jhonleanmel
Community Specialist
Community Specialist

Hi NeoMeir,

 

Chiming in to ensure everything is good here ― sorry for the delayed response. Have you tried to reset the factory reset the affected Google Wifi point? If so, how was it?

 

Best,

Mel

Honestly, it hasn't happened in awhile so I don't feel factory resetting is with the trouble at this point.

 

Also I just got my cable modem replaced (damaged port, unfortunately my issues might have been related to this.)

Jhonleanmel
Community Specialist
Community Specialist

Hi NeoMeir,

 

I'm glad to hear that and thanks for letting us know ― give us a shout if you have any questions. 

 

Cheers,

Mel

Hi NeoMeir,

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,
Mel

Princesss
Community Specialist
Community Specialist

Hi there,

 

Due to inactivity, I'll go ahead and 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

Yeah the only thing I would like is for the home app to offer a more complex speed test (looking at ping rate and packet loss) so we can better gauge where the issue is stemming from. 

Princesss
Community Specialist
Community Specialist

Hi NeoMeir, 

 

We hear you and we appreciate all your insights. In line with this, we’d like to encourage you to send a feedback regarding this and for any features that you’re looking forward to using with our Google Wifi/Nest devices.

 

Best,

Princess

timmed
Community Member

Same issue here, I have tried numerous things to fix it including completely deleting my google home and re-adding all of the devices. After creating a new home it showed active for the first couple hours and now it's back to "offline". It doesn't really seem to impact anything about the wifi itself so I've just decided to let it go. Very annoying though.

NeoMeir
Community Member

This has been happening quite often lately. Not sure why but I'm also dealing when running any tests on the wifi for my Nest Router that packets are dropping and there are huge dips on the ping delay. Not sure what else to research on this but on my hardwired laptop to the Nest Router, it didn't look like these issues are occuring or not occurring at the same time as the wifi issues.

 

Not sure if related to the issue from OP but I just unplug and replug in the mesh point and it clears up whatever the issues is (which seems that the mesh point just stops communicating).

WazzaRdGoogs
Community Member

Same problem here... annoying more than anything else.

I've asked the very helpful @EdwardT in another thread for an answer 🙂

 

Let us know what's going on when he replies or even provide that link and I will totally follow the response.