Nest wifi pro setup issue "request failed. please try again later"

[ESS81]

Hello, 

Trying to setup my google nest wifi pro, once I connect to the router, select a wifi name and password I get saving wifi followed by an error page: "request failed. please try again later"

I tried the setup with:

- Multiple devices (iPhone, iPad) same issue

- Hard restarted both phone and iPad and tried again same issue

- Deleted the Google Home app and tried to reinstall

- Tried it with two mesh routers 

Issue was not resolved, would appreciate some support.

Thanks, 

[olavrb]

Do you get an internet connection if you connect the cable going into the Nest Wifi pro WAN port to a computer instead? What kind of IP do you get; a public/ global one, or a local/ private/ RFC 1918 one?

What kind of WAN connection do you get from your ISP? It must be either static IP, DHCP or PPPoE, as stated here:

• https://support.google.com/googlenest/answer/6246630?hl=en

If your ISP uses VLAN tags, you might have to use a managed switch between the modem and Nest Wifi Pro to untag the traffic before hitting it, as VLAN support is very limited:

• https://support.google.com/googlenest/answer/9798157?hl=en

[ESS81]

Hello, 

Thank you for the response, I am using a 4G router, the WAN connection is dynamic (not static).

Any specific settings I need to do?

[olavrb]

Depends. As I asked originally, what kind of IP do you get using a computer instead of Nest Wifi Pro by ethernet, and do you get an internet connection?

There is this alternative setup method too you could try:

• https://support.google.com/googlenest/answer/9012064?hl=en

[ESS81]

When I connect my laptop to the Ethernet cable, I do have a connection. The alternative setup option is not helpful as I am able to connect with my phone the Nest wifi, I also have access to the internet with the factory ssid, the issue is during the setup, the nest tests for internet successfully, I then enter my wifi name, password, after this step I get saving your wifi settings and then I get the error message.

[olavrb]

Alright. For the third time, what kind of ip do you get while connected with a laptop? A local/ private one (indicating double nat, which is not wanted), or a global/ public one (indicating bridge mode, which is recommended)?

• https://support.google.com/googlenest/answer/6277579?hl=en
• https://dongknows.com/double-nat-vs-single-nat/

What modem (brand and model)? In case there are known issues from previous threads.

---

And sice iOS is tagged, I got some last thing you could try before I escalate the thread.

Make sure the device used for the setup process with the Google Home app have no VPN enabled/ connected; not any 3rd party product, nor the "Apple iCloud Private Relay" ( https://support.apple.com/en-us/HT212614 ).

Make sure the Google Home app has been granted permission for "local network access" ( https://support.google.com/chromecast/answer/7172427?hl=en ).

Make sure that proxy is set to disabled while connected to the Nest Wifi network ( https://www.expressvpn.com/support/troubleshooting/disable-proxy-safari/#ios ).

When adding additional points: IPv6 on Nest Wifi has caused strange problems lately. One thing to try is to disable IPv6 ( https://support.google.com/googlenest/answer/6361450?hl=en ), add new Nest Wifi unit, then leave IPv6 off or enable it again.

[ESS81]

Thanks again for the reply, not sure what you mean by the kind of IP. I did an ipconfig in the CMD prompt and the IPv4 address starts with 192.168 (checked on google) this seems to be a NAT connection, let me know if this helps answer your questions.

On all the remaining steps in IOS all done, I even turned off the private wifi and limit IP tracking from the setup SSID. Still not working.

[olavrb · Accepted solution]

Seems like you have double NAT then. Which can cause problems. So if possible, try to bridge your modem/ ISP equipment, as in turn off NAT, firewall, DHCP and Wi-Fi; the main Nest Wifi Pro will do all this.

What exact modem do you have?

[Rlietzke]

I’m having the same issue. No double NAT here. 

[MGT0815]

Hi There!

I am having the same issues. I have Spectrum One with a modem + router. I do not understand what these terms (double NAT, CMD, IPv4, DCHP, etc) mean. Can you please help? I have been on the phone with both Google + Spectrum support and no one can figure this out.

Thanks!

[Jeff]

Hey MGT0815,

A lot of these terms can definitely be confusing. Here's an article on Double NAT and what it means and how to deal with it. Based on what information you've shared so far, that looks like the best point to start for you. Take a look at that here: https://goo.gle/3bmNiUO. Let me know afterwards if you have additional questions.

Thanks,

Jeff

[ESS81]

I don't get them all as well, but Olarb made me think it might be a connection issue to tried it on a different connection and it worked. Try to set it up on another interconnection (work or a friend and then hook up your connection) 🙂

Not the best solution but easier than understanding the networking concepts.

[Jeff]

That's great news, ESS81. And yes, networking can boggle the mind quite easily. I'm happy to hear things are working for you now. Let's keep an eye on things and make sure it stays stable. I'll follow up in a few days and see if we're good to mark things as resolved at that point.

Thanks,

Jeff

[ESS81]

Thank you for the guidance, I connected to a different internet connection with a dedicated IP and the setup worked. Looks like the double NAT was an issue.

Appreciate your patience and support

[olavrb]

Good, you're welcome. 🙂

[Dan_A]

Hi folks,

@olavrb, thanks for the help.

@ESS81, 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 concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,

Dan

[ESS81]

Thank you for the follow-up worked well since moving to a dedicated connection.

[Jeff]

Hey ESS81,

I just wanted to follow up once more to see if you were still needing some help here. If so, just let us know.

Thanks,
Jeff

[Graffixnyc]

I'm having this issue as well. I just got my Nest Wifi pro. I've never had any issues setting up my old Nest Wifi and no issues with the Asus XT8 routers I was using. I don't understand why I keep getting request failed when setting up the router. There are NO settings I can change on my modem so I'm not sure what to do. I guess I'll just have to return the routers. 

[Jeff]

Hey Graffixnyc,

If it's not too much of a hassle, could you start a fresh thread about this? It would definitely help us get more eyes and input on your situation and would bump it up to the top of the forum. If you're using an iPhone 14 for setup, we're seeing some troubles right now with that. If you have a secondary device to use for setup, give that a go. If you're not using an iPhone 14, go ahead and start that new thread and we'll jump in over there.

Thanks,

Jeff

[Graffixnyc]

Hi Jeff,

I spoke to Nest Wifi tech support and my issue was when we tried adding it to my existing "Home" it failed. It continously failed no matter what we tried. We got it set-up by creating a new "Home2" in the Google home app but that won't work for me because I have a ton of smart speakers and smart home devices and Google's solution was to re-set up all the devices again in the new home I created. I wasn't going to go through that hassle. I spoke to home support after speaking to Nest support and was told by the rep he was not qualified to tell me why it wouldn't add to my existing "Home" he was only qualified to assist in setting up all my smart devices in the new home configuration.  I really did not want to re-set up everything so I just decided to set up a return and return the Nest Wifi pro and I'll go back to using my Asus XT8. 

Edit: I am in fact using an iPhone 14 pro. 

[Jhonleanmel]

Hi folks,

@Graffixnyc, we're sad to see you go. We hope we can make it up to you in the future. Send us a message if you change your mind.

@Rlietzke, could you try to reinstall your Google Home app?

Keep us posted.

Best,

Mel

[Graffixnyc]

Thanks,

I actually tried a number of other things and no matter what, the home app will not add it to my home. It only adds it if I set up a new home in the home app. Obviously something on Google's end is preventing me from adding it to my home or something in my configuration that is preventing it from being added. Before I was using my Asus XT8 mesh routers, I was using Nest Wifi and never had this issue with that. I can add other devices just fine (just added some smart lights yesterday to my home in Google home) but no matter what, it will not add the Nest Wifi pro to my existing home configuration. 

I also tried on an iPhone 13 mini and my old Pixel 3. On the iPhone it just giving me the request failed message. On the pixel running Android 12 it just says something went wrong when it's attempting to set up the network. I tried multiple times to set it up from the Pixel as well. There is something in my home configuration that must be preventing it since it will add fine to the Google home app if I set up a completely new home within the app. It's just a huge hassle for me to set up all my devices and smart home services in the new home I create and after spending $399 for a 3-pack of the pros I shouldn't have to reconfigure my entire Google home just to use a single product but that was the only solution I was given from the home team and as I said, he said he wasn't qualified to give me a reason why it wasn't adding to my existing home.  So Home tech support couldn't even give me an explanation as to why. If it's not working for me and I can't get solid answers as to why or a solution other than resetup every smart device I own, then I  can't see keeping the product. 

[Jhonleanmel]

Hi Graffixnyc,

Thanks for getting back to us and for the added details.

You can setup your Nest Wifi Pro in another Home structure and keep the same network name and password that you used before so your devices could reconnect after the setup is done. Putting your network in another home structure will not affect your connected devices and there is no need to move all your other devices to the new home structure.

This would mean that you need to switch from one home structure to another if you need to check your Wi-Fi network.

Best,

Mel

[Jhonleanmel]

Hey Graffixnyc,

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 concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Anonymous]

It seems like EVERYONE that purchase this has the same problem so you are 1: pretending you're not aware of the problem, or 2: you don't pay attention or have insight how many people who contacted google with this.

Today, I've spent 9 hours trying to get my Nest Wifi Pro working, and in this time I spent almost two hours on the phone with a google representative that confirmed they had numerous calls the last few days from people experience this.

I'll give it a few days before I pack this **bleep** up and return it to google and get something function al from a supplier that don't use their customers as beta testers.

[Rolhjuls]

I have the same issue. Unable to configure the Nest WiFi Pro. No double NAT. Using broadband modem in pure bridge mode. The Nest Pro router seems to get broadband access. Network and config of the older Nest WiFi also works smoothely. I was replacing old Nest WiFi mesh with new (Pro). Did a factory reset of the old network befor removal and tried to install Pro in same environment. Got the errors you describe when trying to setup.  Tried several times from both Android and Apple devices on multiple Pro units. Same result. Reverted to the old Nest WiFi, configured from scratch and everything worked smoothely. I steongly believe there is a bug related to the the setup of Pro units. 

[Jhonleanmel]

Hi there,

I understand this has been ongoing for quite some time, and I apologize for the inconvenience it has caused so far. At the moment, our team is still looking into this issue and I have no additional updates to share right now. I’ll continue checking in with the team and updating this thread as soon as I can.

Best,

Mel

[Rolhjuls]

Hi , @Jhonleanmel and other Google specialists.

This morning an update of Google Home app was available for my Android phone (v2.60.1.14).

With this version it was possible for me to add a Google Nest Wifi Pro to my network and not having the difficulties mentioned in this thread. Setting up the first unit went smoothly. However adding the next two units wired downstream (using the units LAN-port) didn't work. In the app everything looks OK. The units are added, the mesh reports good connectivity for both additional WiFi Pro units, but both are blinking yellow and WiFi quality is poor. It looks as if it's only the main router's WiFi that's working.

In my opinion this product has been released to the market way too early. I'll return the product to the dealer and probably settle for Asus ZenWifi. Too bad really becuase I've been very happy with my older Google Nest Wifi mesh.

[Jeff]

Hi Rolhjuls,

I'm sorry that we weren't able to get things working for you and I understand your decision to seek other options. If you choose to come back to the Nest ecosystem, we would be happy to continue to help you with anything else you might need. Always feel free to drop into the community and see where things are at with the products.

Thanks,
Jeff

[Anonymous]

Still no fix? Thousands of customers sitting stuck with $450 worth in useless, glossy plastic decoration pieces..

[MGT0815]

Still no fix for me 😕

[Anonymous]

Shocked that Google puts their reputation one the line being completely paralyzed and unable to fix this issue. The money saved on skipping beta testing is going to cost them 1000 fold in this massively failed product launch. Gogle Nest WIFI PRO - yeah righ. There is abolutely nothing PRO at all connected to this product or it’s development. 

What were they thinking? Reaching out for their high end segment with a very expensive «PRO» product and shipping it out non functional. Did Google get too high on their own success and end up like the 2020 dekades next nokia to bankrupcy? First Stadia, now this. Glad I sold all my Alphabet stocks because this will probably not end well. 

[Jhonleanmel]

Hi everyone,

Thanks for reaching out and I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

[Jhonleanmel]

Hey Rolhjuls, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers, 
Mel