Our Geneva Decon continuously disconnects from the Nest Wifi network after upgrade to 14150.376.32

[Hawox]

Since firmware version 14150.376.32 our Geneva Decon audio player continously disconnects and re-connects to our Google Nest Wifi network, streaming or not. It is totally frustrating, and I have used hours and hours trying to find the reason for its behaviour - sending and endless stream of emails to the shop and the producer without them being able to help. The shop's workshop had it in for 4 weeks trying to provoke the same issue, and it was placed in the shop of the seller for various days, in another mesh network, without any issues. As soon as it arrives our house, the issue reappears, and I have finally come to terms with it being the Nest Wifi network that is the problem, and most probably the latest update, as it startet late summer/autumn this year, which might coincide with therollout of this version, as well as I see others are experiencing similar problems with the same.

Does anyone know about a workaround, or when can we expect a software fix? I am ready to trash the whole Nest Network if not fixed quickly!

[Hawox]

Found that this issue is related to https://www.googlenestcommunity.com/t5/Nest-Wifi/14150-376-32-firmware-connection-drop-outs/td-p/246....

Having turned off IPv6 and tried out different DNS-server settings, I have ended up with 9.9.9.9 as primary and 8.8.8.8 as secondary DNS-server. It still drops out at times, but not nearly as frequently as before. Generally browsing speed seems to have improved as well.

[Jhonleanmel]

Hi Hawox,

Thanks for posting and sorry for the delay. We appreciate you sharing what helped your network improve. Please continue monitoring your network and let us know if you encounter the issue again.

Best,

Mel

[Jhonleanmel]

Hey Hawox,

Checking back in should you still have some questions here. Let us know by replying to this thread.

Best,
Mel

[Hawox]

Hi, the change to the network settings does not solve the issue completely. The music streamer still disconnects, just not as quickly as before. Now it seems like there is a difference between internet radio, which can stay on for minutes before disconnecting, and Spotify, which often disconnects after a few seconds only.

[Jhonleanmel]

Hi Hawox,

Is this happening on all devices that has Spotify?

Best,

Mel

[Hawox]

Hi Mel,

I'm not sure, as we do not really use Spotify much on other devices here in our house. It seems to always work on the mobile phone though. When casting (to built-in Chromecast in the Geneva) and it falls out, it normally continues on the mobile phone the cast was started from. Will test some more with the mobile phone.

That said, the internet radio, on the same device, does also drop out after some minutes, so it is not only related to casting. In non-Google-based networks the Geneva works without any issues, as it has been tested thouroughly by the importer and been playing continuously for many days in their network. It also works with other mesh networks, as tested by the shop.

The issue with drop-outs was present shortly after purchase of the device in late 2020, then it disappeared, before re-appearing again with 4150.376.32, after having been absent for more than a year. We have had the same Google nest network all the time,  but purchased an additional 4th nest router after the initial disconnection issues (all points are nest routers, upon recommendation from our ISP).

Regarding Spotify on other devices, it has now run without disconnects for more than 40 minutes on my mobile phone. Playing on the Geneva it would have disconnected several times during this time.

[Hawox]

Hi again,

I shouldn't say it too loud, but today Spotify has been playing continuously for more than two hours casting to the Geneva - that is new record since the update this autumn. Has something been done? (I have not done any reset on my side.)

[Jeff]

Hi Hawox,

I'm happy to see things are working for you for now. Let's watch it for a few days and see if things stay stable for you. If anything changes, just let us know.

Thanks,
Jeff

[Hawox]

Hi,

Unfortunately it was fairly stable only yesterday. Today it was back to disconnecting after seconds/minutes only. I have also filled in the form refered to in https://www.googlenestcommunity.com/t5/Nest-Wifi/14150-376-32-firmware-connection-drop-outs/td-p/246...but I have not heard back yet.

[Jeff]

Hi Hawox,

Filling out the form was a good idea. It can take a day or two to get a response, but that will get you in touch with a higher level of support. If you don't hear anything in the next day or two, please let me know.

Thanks,
Jeff

[Jeff]

Hi Hawox,

Filling out the form was a good idea. It can take a day or two to get a response, but that will get you in touch with a higher level of support. If you don't hear anything in the next day or two, please let me know.

Thanks,
Jeff

[AbigailF]

Hey Hawox,

We’d like to check in again in case you have any further questions or concerns. Feel free to reply to this thread and we’ll help you out.

Best, 
Abi

[Hawox]

Hi, music streaming seems to have been more stable again the last couple of days, any tweaks that have been applied on your side?

[Hawox]

Hi again, I was a bit quick. Today it falls out after some minutes again.

[AbigailF]

Hello Hawox,

A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Also, do you have any paused devices? 

Give these steps a try:

If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
Remove any special characters in your network name and password.
Turn off IPv6.
Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
Unplug the power from your Google Wifi devices for 2 minutes.
If the issue persists, try factory resetting your network.

Let us know how it goes.

Regards,
Abi

[AbigailF]

Hi Hawox,

Checking in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Cheers,
Abi

[AbigailF]

Hey Hawox,

I'm 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,
Abi

[Hawox]

Hi,

All this has been done a month ago, except that 9.9.9.9/8.8.8.8 worked better for us (Europe). At the beginning with varying/unstable results, but something seems to have stabilized over Christmas, and it is better now than it has been for a long time.

Thanks

[AbigailF]

Hello Hawox,

It's great to hear that the issue has been fixed. I wanted to follow up and see if you are still in need of any help. Please let me know if you have any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,
Abi

[Jhonleanmel]

Hi folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[Jhonleanmel]

Hi everyone,

Just one quick final check in here since activity has slowed down. We haven't heard from you in a while so we'll be locking this thread if there is no update after 24 hours. If you have any new questions, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks,
Mel