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Nest wifi access points assistant responding with "please login through the Google home app"

CatEntangler
Community Member

This started a few weeks ago for my 2 wireless nest wifi access points. They worked as APs but when assistant was triggered they responded with "please login through the Google home app"

Following instructions from other similar posts I factory reset the access points. 

Now they cannot be added to the wifi network. Giving an error of "there was a problem, please be sure you're connected to the internet" which I absolutely am, through the router.

They sit at the bottom of the Google home app screen with a "link account" prompt and that just repeats the setup failures.

Multiple resets, even trying a different Gmail account and it's the same result.

The problem started on both APs the same day a few weeks ago.

 

This is the same problem as this topic: https://www.googlenestcommunity.com/t5/Nest-Wifi/Assistant-on-Nest-WiFi-devices-suddenly-saying-quot...

 

Additional information added after post:

 

When the home app is going through the "adding point to you wifi" step the light underneath the AP pulses. About 10 seconds into that step you can see the light pulse a bit and then it looks like it turns off the light abruptly (mid pulse). I don't have anything to compare to since all of my wireless aps do this.

 

 

 

 

7 REPLIES 7

MrVacca
Silver Product Expert
Silver Product Expert

Hi @CatEntangler 

Sorry to hear about this issue.  Have you tried factory resetting the main WiFi Router through the Google Home app?  That might then allow you to then relink the APs. 

CatEntangler
Community Member

As luck would have it that was the exact process I was doing that night.

 

Yes, the main router was factory reset.

MrVacca
Silver Product Expert
Silver Product Expert

Oh man, I'm sorry @CatEntangler. I wish I could be of more help but I'm stuck with what to do next 😞 

CatEntangler
Community Member

Thanks, vacca.

 

 

Jeff
Community Specialist
Community Specialist

Hey, CatEntangler.

Sorry for the issues you've been having with your points not setting up correctly through the Home app. I imagine that's quite frustrating to deal with. I just wanted to check in real fast to see if this was still happening and to see if you have tried any additional troubleshooting steps aside from the factory reset. If you are still seeing problems here, please let me know and we can look deeper into what's going on in your case.

I look forward to hearing from you and working this out.

Thanks.

Jeff,

thanks for the checkin.

Honestly, even the factory reset on those points didn't INITIALLY work.

What I ended up having to do was:

  1. Factory reset the devices
  2. attempt to add them as points (failed but they were connected as regular devices to wifi)
  3. When that failed I kept them on and connected to wifi
  4. about 20 minutes later they both chimed to tell me that the mic was muted (they did a restart on their own)
  5. Go through setup: SUCCESS

So yeah... factory reset itself didn't work but as long as I kept them connected to the wifi they did their own self-regulation and fixed themselves.

Jeff
Community Specialist
Community Specialist

CatEntagler,

Thanks for coming back and letting me know that you got things working and thanks for sticking it out with trying stuff. I'm glad you were able to get things working! As we have our answer on this, I'm going to go ahead and close up the thread, but if anyone has more to add or needs anything else, please feel free to start a new thread.

Thanks!