Offline, but not...

[JC_83]

Google home app shows my wifi as being offline with no devices connected, but the pucks clearly have a white light shining. I also have a number of devices clearly connected and working well with internet access. Not sure how to resolve... suggestions?

[Juzdu]

I think we need some background...did you set it up for the first time in Google Home, or is this an older system that was originally set up via the Google Wifi app and migrated into Google Home?  Was it you who set it up or someone else and you used to have access but now it's gone?  Are you using the same email address inside the Google Home app that you used to set them up originally? The more info you could give the better chance we'll have of helping.

The "just fix it" nuclear option would be to factory reset all the devices and set them up in your Google Home app from scratch.

[JC_83]

I set it up brand new, myself, maybe a year ago, using the Google home app with my Gmail address and account. It's been working fine all this time, until today when I got the network offline notification. I checked the devices, lights are normal. Power cycled devices, wifi signal came back with good connection but home app still says they're offline. 

[Juzdu]

Given there's a few people reporting similar, it could be that you got the new firmware rolled out to your devices and it's causing an issue.  I don't have the new firmware on mine as yet.  If you can get through I suggest you try Nest Wifi support: https://support.google.com/googlenest/gethelp

[rgeorge7]

I am having the same issue, everything works just fine, streaming shows right now but the app says network down and no devices connected.

[Logic4pd]

So I got a message today my internet was down and primary and one secondary node was red.  Yeti clearly was working. Did a speed test. Failed. I made sure various apps worked and no cellular was potentially in play. I eventually rebooted the two nodes and all came back online. Then my daughter called with same problem at her house! Hmmm. Was some update pushed by google? It clearly is not the internet!  Should not be happening….

[taarheel]

I'm having the same problem.  Started a couple of days ago.  My router software version is 14150.43.80.  This is in my vacation home 3 hours away from my main home.  Thankfully, the network is actually still working so my thermostats, camera, and Nest x Yale lock are still working.   I chatted with Nest Wifi support at length yesterday.  The tech got my info, and then said: "Your network is down." Then I said: "No it's not  because I can see live video from  my camera."   Their only suggestion was to power cycle the router.  I'll certainly do that next time I'm there.  Hopefully things continue to work until then.  And hopefully they get a clue and stop rolling out software with this kind of bug.  I asked them if I could roll back my router to an earlier software release.  They said "impossible".  I doubt that's really true, but it would mean admitting they made a mistake.

[Juzdu]

So frustrating. I wonder if they'll delay the rest of the rollout given there's seems to be multiple people with the issue.  I've been power cycling my points daily trying to get the update to see if it'll resolve the frequent slowdowns and need to reboot (nothing yet), so it will be very annoying if it introduces even worse issues.

[rkchia]

Same problem here.  Hard reset all WiFi points and set network up from scratch-the nuclear option.  Everything works but have no control over network and Home App reports zero devices connected.  

[Logic4pd]

I never got a reply from google. Zippo. I did go and update all my google wifi nodes and repowered each after it updated successfully. I have not had a reoccurrence. Finger crossed.

[Juzdu]

I just checked and their online chat help is 24x7, and says wait time less than 1 min, so get on there and tell them about it. If enough people do it they'll have to do something about it. Although honestly, this tech is so old now they're probably working full time on the next version these days. Wifi has come a loooong way since the last Nest wifi mesh devices were released. Expect the next version to have wifi 6 and 3-4 times the range coverage, like most of their competitors already do.

[rkchia]

Hard reset network for second time.  Worked for about four days, back to the same problem.  Device connected to modem shows off line but everything works.  (The other WiFi points show online...) No control or visibility of any devices connected to network.  

[Juzdu]

What did Nest Wifi support say about it?

[rkchia]

Have been in email contact with them, the second hard reset was their recommendation.  Just notified them yesterday, via email thread, that this has occurred again.  (Hard reset isn't an easy undertaking, reconnecting all devices...) I think the updates have broken older WiFi devices.  Asked for specifics but Google holds things close...

[EdwardT]

Hi folks,

@Juzdu, thanks for the help!

@rkchia, I'm sorry to hear that you're having an issue with your devices appearing offline. Is IPV6 enabled on your device? If so, please try toggling it off then reboot your Google Wifi devices by unplugging the power cable for about a minute or two.

Let us know how it goes.

Thanks,

Edward

[Logic4pd]

IPv6 is not and never was enabled on my devices. Just FYI.

[EdwardT]

Hi Logic4pd,

Thanks for the response. How's it going? Did any of your devices go offline again after the update?

Thanks,

Edward

[rkchia]

I have never had IPV6 enabled either.  

My issue started in April (as best as I can tell...) Did do all the updates that were available.   After each hard reset (restore to factory settings) devices appeared and had control of the network - only lasted three or four days each time.  

Never lost connectivity to the internet just couldn't control schedules, create downtime, etc.  (Or see any connected devices.)

[EdwardT]

Hi rkchia,

Thanks for confirming. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[EdwardT]

Hi rkchia,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hrs.

Thanks,

Edward