Repeated Offline Issues!!!!

[CCPSchool]

We’ve had these in our preschool for about 9months. Over the past 2/3 months all the mesh points are going offline on a regular basis.  They main router that’s hardwired to modem seems to stay connected. 

I have been unplugging and plugging them back in and that seems to hold for a few days before they go offline again. 

We have been trying to teach our students remote with teachers in the classroom but it’s NOT possible with them always offline. 

I’ve seen many other posts about this issue - What’s Up???

Firmware version is 1.54.275951

[EdwardT]

Hi CCPSchool,

Thanks for reaching out. I'm sorry to hear that you're having an issue with your mesh points going offline. I'd love to know more about what's happening, and I have a few questions:

• How many Google WiFi points do you have?
• What's the status light of the mesh points when they go offline?
• Is the setup network available in the Wi-Fi connections list?

Looking forward to your response.

Thanks,
Edward
 

[CCPSchool]

I have one hardwired to the modem (stays connected) i also have 4 mesh points. They lights turns orange when they go off line 

[EdwardT]

HI CCPSchool,

Thanks for the response. Could you also check the model of your Google WiFi device? You can also check this link to learn more about the light status of your Google WiFi devices and the troubleshooting steps you could try.

Thanks,

Edward

[Jeff]

Hi, CCPSchool.
I just wanted to jump in real fast to see if you saw Edward's last reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.
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.

[CCPSchool]

No - I reset all and 3 out of 4 are offline again as of today (just 4 days later) 

I loved them closer together etc 
MeshPounts are:

Model: H2E
Software version: 1.54.275951

main google router that is connected to modem is: 

Model: H2D
Software version: 13729.57.27

[Jeff]

Hi, CCPSchool.

Before the points go offline, do they power down and back up, or do they simply drop offline while remaining powered on the whole time?

[Jeff]

Hi, CCPSchool.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

[CCPSchool]

They power off then on and stay connected for hours - sometimes days but eventually go off line. 

[Jeff]

Hi, CCPSchool.

With the devices fully powering down like that, I would suggest you contact support directly to see if they can do a deeper diagnosis on your device while you're on the phone with them. You can access that here: https://bit.ly/3o1aRK5.

If you have any issues reaching support, please let me know.

Thanks.

[Jeff]

Hey, CCPSchool.

I just wanted to check in to see if you reached out to support and to see if you had any luck progressing through this with them.

Thanks.

[Jeff]

Hi, CCPSchool.

This is just one more real quick check to see if things were still progressing or if you were seeing the same issue. Let me know if we should keep this thread rolling.

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