Set Up Google Nest Wifi Pro but the Google Home app keeps disconnecting & Wifi Points keep dropping

[BillvB]

About 10 days ago, I started to experience issues with my Google Nest Wi-Fi network with weak connections, dropped internet, and the Google Home app would no longer connect to my Wi-Fi and show the word "cancelled" with an upside-down ice cream cone.  I deleted the Google home app, factory reset the Google Nest Wi-Fi router and Wi-Fi points several times but ultimately my Google Home app just kept disconnecting from the Wi-Fi and would show my Wi-Fi points offline. When I switch over to my 5G cellular service, and Iaunch the Google Home app, I am able to reconnect to the Wi-Fi network and all of my devices show online. However, when on my Google Wi-Fi network, the dropped connection problem persisted with Google apps (Google Home, Nest, YouTube, and even Google TV). I would get messages like error Ioading and 

[failed to connect to all addresses; last error: UNKNOWN: ipv4:142.250.31.95:443: Cannot check peer: missing selected ALPN property.]

or 

Server code "AUTHENTICATIONFAILED", server message "Invalid credentials (Failure)”.]

I got fed up and replaced my old Google Nest Wi-Fi with a Nest Wi-Fi Pro 6E. I setup a new Wi-Fi network to a new home structure. I was able to set up the primary Wi-Fi router and 2 points without any issue using the same iPhone I was using to set up my old Nest Wi-Fi network. After about 2 hours of running fine, I launched the Google Home app, and the app showed the red circle next to the home structure and showed all my devices offline. 

Question: I followed the setup instructions in the Google Home app, but is there a setting or something I need to do on my iPhone to ensure a constant connection in the Google Home app with my google nest Wi-Fi pro router? I am getting an internet connection, but my iPhone and iPad keep showing me an error message with the Google Home app and shows that all my devices are not connected.  Also, my Nest Hubs will respond with "something went wrong, please wait and try again". I am not sure if this is an iOS update issue or an issue with the Google Home app or all google apps as the issue seems to be one around authentication. I am mentally exhausted by trouble shooting this issue and any help would be greatly appreciated. 

[PatrickP_Viking]

Hey @BillvB .

This is a common issue with iOS devices due to default settings Apple enables. Please see the below articles to get you through the issues:

Troubleshoot setup with iOS 

Let me know if this resolves the error or idf you need additional assistance.

[BillvB]

Thanks for replying PatrickP_Viking.  Just to be clear, the WiFi network seems to be working fine, but it cannot connect orautneticate any google apps (Google Home, Nest, YouTube, Google Maps, Google TV etc...). All the other apps on my iPhone seem to be working fine as far as I can tell.

I will go ahead and factory reset my wifi router and points, then I will delete the Google Home app and reinstall it, and reinstall with private relay off and VPN off.  After the factory reset, should I unplug each wifi point and plug them in one at a time during the setup? I have 3 wifi points in addition to the wifi router. I also plan to connect the Google primary router to a swicth downstream to take advantage of wired backhaul but only after I have set up the wireless mesh network.

[PatrickP_Viking]

Hey @BillvB .

You will need to reset the points, disconnect any connections, and add them back one at a time:

Factory reset your Wifi device 

This article should answer your questions regarding the switch:

Hardwire Nest Wifi Pro, Nest Wifi, or Google Wifi with Ethernet 

Let me know if this resolves it or if you are in need of further assistance.

[BillvB]

@PatrickP_Viking I followed the instructions provided in your last thread. I reset the points and it did not work. I then factory reset the entire system. The Wi-Fi mesh network is connected, and my computer, my iPhone, and iPad connects to my Wi-Fi network without any issues. The problem is specific to Google apps and devices, whether the Google Home app, YouTube, or Nest Hub or Nest Cameras. For example, I will use Google assistant and speak to my Nest Hub and the response is something went wrong, there is a glitch, please try again. Additionally, when I tried to respond to this thread on my computer, I received the following message: 

Authentication Failed.
Authentication Ticket Mismatched, failed authentication.

I think something has happened to my Google account and its ability to connect or authenticate to Google specific apps and devices (i.e., Nest Hub) and now this google website.

I am able to use my Wi-Fi to stream movies from ant of my movie apps without any problems. I am able to use my Wi-Fi on my internet browser (MS Edge) with no problem accessing any websites except for what appears to be Google websites.  I am not sure how to fix this issue at this point. I had to use my cellular connection to reply to this thread. Any recommendations you have are greatly appreciated. Thanks.

[PatrickP_Viking]

Hey @BillvB .

Sorry for the late reply. 

I agree that the issue is with your Google account and not the WiFi devices. You can try to reset your password or contact Support to assist. Then you can run the checks on your account and secure it.

[BillvB]

Wi-Fi Issue Resolved: As it turns out, it was not my Google Account. Apparently, it was the set-up of the network that was the issue.  I have Fios Internet and TV combo cable modem/router. When I set up the Google Nest Wi-Fi Pro 6E, I was connecting it directly to the FiOS cable modem/router. The FiOS cable modem/router was in bridge mode, and I connected an ethernet cable to the LAN port of the FiOS cable modem router and the other end to the WAN port of the Nest Wi-Fi Pro 6E primary router, which has been the set up that I've used for 5+ years with my 2nd generation Google nest Wi-Fi mesh routers without any issues.

Since the FiOS cable modem/router is an Internet and TV combo unit, it was creating two IP addresses, one for the internet and one for the cable TV through MOCA, and it was sending the two internet signals to the Nest Wifi Pro router, which was resulting in dropping the connection or a slow performance on my devices, as was confirmed by a Google Senior Technical service represenative. Therefore, I changed the configuration of my network to connect directly from the FiOS ONT terminal to the Nest Wifi Pro primary router first, and then connected the FiOS cable modem/router to the Nest Wifi Pro primary router LAN port. This configuration resolved my internet issues. One item worth noting, routers plugged into the Fios network receive a DHCP lease. Therefore, I had to log into the FiOS cable modem/router, release the DHCP lease, plug the Ethernet cable into my Nest Wifi Pro router, and then power it on. My router then obtained a fresh lease and was connected to the internet immediately.