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Pucks lost connection and can’t reconnect

Joe_In_CT
Community Member

I have a four puck mesh with one as router and three extenders.  Two extenders lost connectivity, possibly simultaneously.  I tried factory resets and moving them closer.  Errors received included “cannot connect to all devices” and “cannot connect to cloud services.”  

During setup, I ensured that my phone was on the network of the puck and that any security features were turned off.  I am unsure if I should at some point switch my phone network to my desired Wi-Fi, even though I am never prompted to do so?  

I then tried a factory reset of the network, which disconnected the puck which was functioning properly and now I can’t reset it.  Even if the setup wizard completes, and it is seen in the app, the mesh test fails right next to the router.

honestly at this point I am wondering if I have some hardware issue and if I should just get the cheap router offered by the ISP. This is a miserable troubleshooting experience.

8 REPLIES 8

EdwardT
Community Specialist
Community Specialist

Hi Joe_In_CT,

 

Thanks for reaching out. I'm sorry to hear that you're having issues with setting up your Google Wifi devices. I'd love to know more about this and I have a few questions:

 

  • What's the light status of your Google Wifi router after the setup?
  • What device are you using to set it up? Is it an Android phone or an iPhone?

Looking forward to your response.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Joe_In_CT,

 

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

I was using an iPhone to set it up.  I was receiving blinking white lights after setup.

EdwardT
Community Specialist
Community Specialist

Hi Joe_In_CT,

 

Thanks for the response. To isolate the issue, could you check if the local network setting is enabled for the Google Home app? You can find this info by going to your phone's Settings > Privacy > Local Network.

 

Let us know how it goes.

 

Thanks,

Edward

Thanks, I just confirmed it is enabled.

 

joe

EdwardT
Community Specialist
Community Specialist

Hi Joe_In_CT,

 

Thanks for the response. Could you try toggling it off and on again then try setting up the points again?

 

Keep us posted.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Joe_In_CT,

 

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
Community Specialist
Community Specialist

Hi Joe_In_CT,

 

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,

Edward