Problem adding a nest wifi and point to my existing nest wifi setup

[MikeL319]

I have an existing nest wifi setup with two routers which work great.   I want to improve coverage in my unattached garage and purchased a used nest wifi router & point.   I can not get the additions added to my existing wifi network.   I have done the factory reset (button method) numerous times to clear out any old settings from the previous owner.  The router and point (attempting to add one at a time) seem like they are connecting but then always time out before reaching the internet or are found to be "offline" if I do a mesh test.   My original two routers pass these hurdles without issue but the new ones seemingly can not.

I have even tried disconnecting my existing wifi, turning off the modem, and after the appropriate time starting up the modem again with only the newly purchased "used" units and they still will not connect to the internet.   Did I buy two broken pieces of equipment or is there another way to force the settings on the "new" units to clear so they can be fully-added in the Home app? 

If it makes any difference I am using the Android version of the app on my Pixel. 

Thanks in advance for any and all suggestions.  Michael

[MikeL319]

One more bit of information that might be helpful i do NOT have an upstream router from my nest, the main nest router is plugged directly into a Linksys CM3016 cable modem and not any kind of combo modem/router.

[MikeL319]

OK 1 More update, I disconnected my current Nest Wifi Routers, shut down the modem, waited, restarted the modem, waited, plugged in the recently purchased nest router, created a brand new wifi id, etc and the router connected to the internet.  I was also able to add the point.  So I know now that the recently purchased items are not defective.

I did factory resets on the devices again and then unplugged them.

I reattached my original nest routers, got them up again with my original wifi id so that all of my other connected devices work.  Went to add the recently purchased 3rd router and point and neither one of them would connect to the network.

Anyone have any advice????  

[EdwardT]

Hi MikeL319,

Thanks for reaching out. I'm sorry to hear that you're having an issue with setting up your additional Google Nest WiFi router and point. I'd love to know more about this and I have a few questions:

• Are you getting any message when it fails to add?
• Are you also using the 2nd Google Nest WiFi router as a point?
• Have you tried a different device to set up the additional points?

Looking forward to your response.

Thanks,

Edward

[MikeL319]

The setup process seems like it's working as it moves step by step through the process, (skipping some of the steps as I think back to what happened)  the router  is found, I attempt to add it, it appears to join the wi-fi network, it asks for several permissions for analytics, etc. and then as it's on the last step, connecting to the internet, it says "setup failed".   It asks me to try again, then after going through all of the steps again it fails again.   I get a message asking me to remove it from the network and reset, which I do (I have done the button reset multiple times) and the software reset.

If I do a wi-fi mesh test the mesh test graphics indicate that it sees the 3rd router but says it is not connected.

My plan was to use the router (which would be a 3rd router in the network as a point, (my initial purchase and successful setup is a 2pk router system, where yes the 2nd router is acting as a point) but setup seemingly won't recognize the 3rd router as a point.)

I don't have access to other nest routers but if I completely disconnect and shut off my existing nest wifi setup and then unplug & restart my modem  I can successfully set up the newest router and point with a new SSID so I know they are functional.   Then I factory reset them, unplug them set up my original wi-fi system and try to add them again it fails in exactly the same spot in the process.

I get the same basic sequence of events and eventual error messages if I try to connect the router or the point or both of them at once.   Any idea of what to try next??

MikeL

[Jeff]

Hey, MikeL319.
As an update for you, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement with your setup issue, please let me know and we can keep looking into things.
Thanks.

[Jeff]

Hey, MikeL319.

Just as some added info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.

Thanks.

[MikeL319]

Thank you for the information.  I have the updated Google Home App on my phone but if I'm checking the correct spot in the router's device settings, it appears that I have not received the firmware update yet.  Of the 2 routers that are currently running, the software is shown as version: 13099.118.19 on the main router (hardwired to the modem) and 13729.57.27 on the other .  Will check again this weekend to see if I received the update.

[Jeff]

Hi, MikeL319.

I just wanted to follow up to see if you saw my replies about the update and to see if you still had any questions here or if you managed to work things out. If you have any questions, please let me know.

Thanks.

[MikeL319]

I did see your reply and I'm sorry and I attempted to reply in Gmail and I must not have sent the message before shutting my chromebook off because I do not see it now.   I am eagerly awaiting the firmware update to see if that helps.  If I'm looking at the correct spot within the home app my current 2 nest routers (operating as a router and a point) are on "software version 13099.118.19" for the router hard wired to my modem and software version 13729.57.27 for the one operating as a point.

If the "software version #" in the routers device settings is not the correct spot toi check the firmware version please advise.

Thank You!!!  Michael

[Jeff]

Hi, MIkeL319. Here are the firmware version numbers for the update that's coming out now. It looks like you're still waiting for updates on both the router and the point. See below for the updated numbers.

• Google Wifi and Nest Router: 14150.43.80
• Nest Wifi point: 1.54.294928

Let me know if you have any more questions. Thanks.

[MikeL319]

is there any way to "jump-start" the update process from my end rather than waiting for the roll out to reach me?

[Jeff]

Hi, MikeL319.

There's no way to force the update, but it will be fully rolled out to everyone by the start of next week. Sometimes a power cycle can prompt the download and install, but it's not necessary to make the update occur.

Thanks.

[Jeff]

Hey, MikeL319.

I just wanted to circle back on this. The update should have been installed by now so I wanted to see if you've noticed any difference for the better. Let me know what you're seeing on your end.

Thanks.

[MikeL319]

I'm not sure that the update has been received on my existing system, or at least not to the update versions you mention (unless I am checking the wrong spot in the settings).

The main router, hard-wired to my modem was on :

software version 13099.118.19 and is, as of this morning unchanged

the 2nd router that is operating as a point was on:

software version 13729.57.27 but has updated to 14150.43.80 so that one seems to have updated.  

I hope to work on setting up the 3rd and 4th nodes (another nest router and point) tomorrow.  If it doesn't work immediately I will try switching my existing nest routers (switching the router & router/point) and see if that helps either to get the update on the main router.

Thanks for continuing to check in with me from time to time.   

[MikeL319]

While life happens and I was not able to work on this over the weekend.  At this point, I did check the main router and no update ihas come thru.  Will not be feasible to look at this again to first weekend in June.  Will update you on the status then and attempt to add the other wifi points.

[Jeff]

Sounds good, MikeL319. As you're able to check things out, just let me know what you're seeing. I'll be happy to keep this open until you're able.

Thanks.

[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.

[MikeL319]

Tried to add the new point last night but failed at the same spot during the installation as before.   Main router has still not updated despite manual disconnect and reboot.

If you can leave this open as I will not be able to work on this again until late May or 1st weekend in June.

[Jeff]

No problem, MikeL319. We can leave this open as you're still not seeing resolution.

[MikeL319 · Accepted solution]

SUCCESS!   I had an opportunity to work on this over the weekend and decided to start from scratch, including deleting my wi-fi network, factory resetting all of the router/points, and this time trying a different router as the main (hard-wired) router connected to my modem.   I added back the other two routers (now operating as wifi points) one at a time, and finally added the true nest point in the garage,   

The wi-fi network is fully up and running, the mesh test shows great connections throughout, and a dozen speed tests (both in the Home app) and separately via checks with my browser and fast.com indicate reliable wi-fi speeds throughout my home faster than my providers stated tier connection speed.  

Thank you for your help and encoragement to keep at it.   Very happy with the results!

MikeL