New puck Connection failed while adding

[Seanlaw27]

Just says connection failed, no other communication. 

[Jeff]

Hi, Seanlaw27.

I'm sorry for the setup issues you're having with your WiFi point. I'm sure that's frustrating and confusing. I have some questions that can help us narrow in on what's happening here.

• When you are preparing to set up the points, what color is the status light on the device?
• Have you been able to connect other devices to the router after it has been set up?
• Are you setting up the points using the QR code on the bottom, or with the printed code?

If you can let me know a bit more, we can get this worked out.

Thanks.

[EdwardT]

Hi folks,

@Jeffrey, thanks for the help!

@Seanlaw27, how's it going with your Google Wifi? Still need our help?

Thanks,

Edward

[Seanlaw27]

• When you are preparing to set up the points, what color is the status light on the device?
  Blue
• Have you been able to connect other devices to the router after it has been set up?
  Yep
• Are you setting up the points using the QR code on the bottom, or with the printed code?
  QR code

[EdwardT]

Hi folks,

@Seanlaw27, thanks for the help!

@Seanlaw27, It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[Seanlaw27]

Uhm yes. I still have this issue. I responded to your questions. 

[EdwardT]

Hi Seanlaw27,

I'm sorry for the confusion. Just to clarify, is the status light solid blue or pulsing blue? Also, at what point of the setup are you getting the message?

Looking forward to your response.

Thanks,

Edward

[EdwardT]

Hi Seanlaw27,

We're checking back in. Were you able to set up your Google Wifi? Let us know if you're still having issues and we'd be glad to assist.

Thanks,

Edward

[Seanlaw27]

Blue. Sold non flashing blue.  

and the process is after it accepts the QR code. 

[EdwardT]

Hi Seanlaw27,

Thanks for the response. Before you set it up, is it solid blue? Please try resetting it again and wait for the light to be pulsing blue before the setup.

Let us know how it goes.

Thanks,

Edward

[Seanlaw27]

Same result. Flashing blue. Add new device. Scan QR. connection failed

[Seanlaw27]

Obviously this hardware is borked. Can we all just accept that. 

[EdwardT]

Hi Seanlaw27,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[EdwardT]

Hi Seanlaw27,

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

[EdwardT]

Hi Seanlaw27,

Thanks for the update. I'd like to dig deeper into this. Let us know the following information:

• What device are you using to set up your Google Wifi? Have you tried a different device?
• Can you access the internet when you're connected to the temporary setup Wifi name of your Google Wifi?
• Who's your ISP?

Looking forward to your response.

Thanks,

Edward