Nest Wifi point Dogfood error.

[Michiru]

"The software on this device is no longer supported, Please return it to the Dogfood team as soon as possible"

Hi! I'm helping out a friend with their newly bought nest point, it seems like it doesn't let them set up and gives out that error with the Google Assistant, I searched around and saw that it's mostly in the Google Assistant so it's not the device itself, it's like the KGSK Error Domain where it shares with the nest devices. 

We've tried setting it up on another device, factory reset (since it's newly bought) and reinstalled Google Home App as well. 

Any suggestions?

[Dan_A]

Hi Michiru,

That certainly isn’t the experience we want you to have, and we apologize for the inconvenience. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Are there other Nest points set up successfully? What device are you using to set up your network (iOS or Android)? Does your friend have the Internet on their modem? When and where did your friend buy the new Nest Wifi point?

You can try these troubleshooting steps:

1. Check for Google Home App and Nest Firmware Updates:
   • Ensure both the Google Home app and the Nest Point firmware are updated to the latest versions. Updates often contain bug fixes and resolve compatibility issues.
2. Try a Different Account:
   • If possible, try setting up the Nest Point using a different Google account. This can help determine if the issue is specific to your friend's account.
3. Clear Google Home App Cache and Data:
   • On your friend's device, try clearing the Google Home app cache and data. This can sometimes resolve app-related glitches.
4. Temporarily Disable VPN or Security Software:
   • Certain VPN or security software can interfere with network communication. Try temporarily disabling them while setting up the Nest Point.

Let us know how it goes.

Best,

Dan

[Michiru]

Thank you for the feedback, we've done the 1st part already, and we've created another home. But we'll do the other steps as well.

The ISP is AT&T (modem is bridged already), the setup is iOS(was going to setup with android but the whole trying to set up session was stopped because we had work), yes the modem has internet, we connected a laptop via ethernet cable and browsed around and even done a speed test, bought from Amazon since in the Google Store it's not available. 

[Paula_Forero_]

Hi Dan, 

I'm trying to set my google home device and I get that same message after I say "ok google". 

I tried all the possible solutions that you recommended but none of them worked.

Is there anything else that I can do? 

Kind regards,

Paula

[Parvi50]

Hi @Dan_A, I am also receiving the same issue with my google nest wifi and have been in communication with the support team. We did a walkthrough of the device the other day and then they relayed me to another part of the support division. However, they have been slow to respond and it's been a frustrating process. Will you be able to assist? 

[Dan_A]

Hi there,

@Michiru, to further isolate your concern, could you tell us more about the error message? Where is it displayed, and on what app are you seeing it? Is it being played over the speaker or Nest Wifi point by the Google Assistant? 

If you're using an iOS phone to setup your new Nest Wifi router, here is a helpful link that you can follow: Troubleshoot setup with iOS.

@Parvi50, when you say you have been in communication with our support team, is it through chat or a call? Kindly send here the case number to further investigate. Also, do you receive the same error message? Where are you seeing it?

Looking forward to your responses.

Kind regards,

Dan

[Parvi50]

Thanks @Dan_A 

I am getting the same exact message. My case number is 2-9898000035592. We have been emailing. The message is on the nest WiFi. I am receiving that message when i say “hey Google”. I have a video I can send. 

[Dan_A]

Hey there Parvi50,

We've seen the case ID. Kindly check and reply to our support team's latest response. Please continue the conversation there for more options and troubleshooting steps.

Thanks,

Dan

[Michiru]

Sorry for the late reply, it's o nthe google Home app, during setup specifically with the Nest Wifi point.

We've tried that Troubleshoot setup with iOS already but it's doesn't work.

There were no solutions available so my friend just asked for a replacement.