No wifi button in Home app after adding Point

[OnPoint]

I see others have variations of this problem as well which is really concerning. 

I used the Google Wifi app for years with 3 gWifi Points and zero issues, then migrated to Home as instructed this past summer. All was fine for a while until I added a 4th Point to the network about a month ago (interesting that several others had similar issues also in September 2021). I was able to use the Home app to complete the process but some time afterwards I can no longer manager my Wifi network in the Home app, the button is gone. Restarting, creating a new home, unplugging the 4th point... none of it works. I only have 1 Google account and no other managers. Google support is unable to see any wifi network associated with my account at all and yet, everything continues to work fine, but I'm flying blind with no management.

The only answer so far is to factory reset the network and start over, which is unacceptable.  I have dozens of connected devices, custom port forwarding and firewall rules, Assistant-integrated home automation that connect to downstream hubs... To start over now I might as well use a different mesh device as I'm not sure this problem won't happen again in the future. Google Wifi suddenly feels very unstable after years of faithful service.

I need a resolution that isn't a factory reset, or I'm abandoning the product.

[Ashepherdson]

Thats concerning indeed, okay so I wont ask you to Factory Reset .... 

Have you force closed Google Home app, cleared the cache, and tried opening it again?  also a reboot of the phone for good measure would be a good idea.  

[OnPoint]

Yeah, I've cleared cache, data, reinstalled, deleted my home/created a new home, attempted to add a new wifi device... I even tried loading a year old Google wifi APK just to see if I could get at it that way. 

Does anyone know where the home app stores the configuration files? Digging through the \android\data space I don't even see a com.android path that relates to the home app.

[Ashepherdson]

Im going to escalate this to the Google team for you, I think we need an engineer here...

[OnPoint]

FWIW, I just noticed that my Nest t-stats had fallen out of Home app as well. I had to run through set up again to get them to appear again. Something odd is definitely going on with Home.

[Jeff]

Hey, OnPoint.

I know you were working with other channels of support, but I wanted to touch base to see if you were able to work anything out with them or if there was anything I could do for you here. Hopefully you've had some success with support, but I'm happy to help if I can as well.

Thanks.

[OnPoint]

I never heard from the Google team so have no idea if this was escalated or not. If you could assist there that would be greatly appreciated!

[Jeff]

Hi, OnPoint.

I'm going to check up on that. If there's anything I can do to speed things along, I'll definitely do so. Make sure to keep an eye on the email address you used to sign up for the forums.

Thanks.

[Jeff]

Hi, all.

It's been quite a while, but this problem still keeps popping up. We have identified a bug in the iOS version of Home, and we're working on a fix. For those that are seeing the issue and are on Android, would you let me know so we can look closer at your situation?

Thanks.

[OnPoint]

I'm on Android

[Jeff]

Thanks for the info, OnPoint.

I'll circle back with my internal help here and see if there's any insight I can pass along.

Thanks.

[Jeff]

Hi, OnPoint.

I still don't have an answer for a fix on this. Most people are having the best luck uninstalling and reinstalling the app and performing network resets, but you've already done those steps. Did we do a cloud services reset? If not, give that a try. We've seen that work for some as well. Those steps are below.

Open the Google Home app.

1. Tap the WiFi icon.

2. Tap Settings.

3. Select Privacy settings.

4. Toggle Nest WiFi cloud services OFF and wait for 30 seconds, then back ON.

Once done, close the Home app and perform a full network restart to ensure that the new settings are in place. To do this, I would recommend doing a power cycle on your network.

1. Disconnect the power adapter and the Ethernet cable from the Nest WiFi router.

2. Disconnect the power adapter from the Nest WiFi points.

3. Disconnect the power adapter from the modem. Allow all devices to stay disconnected from the power for 5 minutes.

4. Connect the power back to the modem only and wait for it to fully back up. All lights should be lit up before moving to the next step.

5. After the modem is back online, connect the Ethernet cable back to Nest WiFi router's WAN port (globe symbol port).

6. Connect the power back to the Nest WiFi router and to the Nest WiFi points. Wait until they're all fully back on.

[Jeff]

Hi, OnPoint.

It's been a while since we touched on this, but I wanted to check in with the thread and see if things were still the same for you or if you have seen any change in your situation. Let me know if things are still the same and we can pick back up on the troubleshooting efforts.

Thanks.

[OnPoint]

Thanks for following up. There is no resolution for this outside of factory reset, which I did end up doing as I needed to make a change. Google really needs to provide a way to back up or export the configuration. I've lost trust in this product...

[Jeff]

Hi, everyone.
Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
Thanks.

[Jeff]

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks