Setup will not complete

[rgaila]

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Original Poster:Cheryl Goodell 

The setup process will not complete. I've tried two different iOS devices, and the connection "failed" every time we got to the point of scanning the QR code. So I tried "continue without scanning, and it fails, as well. I found an article prompting me to look for the "setup" SSDI and passcode. That network was available on all my devices and works. So clearly the router is functioning, but setup will not complete. That means I cannot give a name and password to my home network, which makes it unsafe. I already tried the backdoor approach of trying to rename the "setup..." network, but there is no "WiFi" in settings on the Google Home app, and no router shows up on the list of devices. But the router is clearly sending out a signal; we can access to the "setup..." network. I assume the device if faulty and needs to be returned, but if there's something else for us to try, we're all ears.

[rgaila]

Hi, Cheryl.

Sorry for the setup issues you're having. This is definitely a confusing one and I imagine you're quite frustrated with things. Let's see what we can do to sort this out.

I can see that you have already referred our help articles. Thanks for letting me know what steps you have tried. Sometimes setup issues or problems seeing a network in the Home app can be related to cloud services issues. I'm going to walk you through how to turn those off and on.

Open the Google Home app.

1. Tap the Wifi icon.
2. Tap Settings.
3. Select Privacy settings.
4. Toggle Nest WiFi cloud services OFF and wait for 30 seconds, then back ON.

Once you have reset your cloud services, go ahead and do a factory reset on your WiFi router and points. This will give you a clean slate to attempt setup once more, but your cloud services will be reset and we can eliminate that as a possible issue.

If this still doesn't work for you, please let me know and we can look deeper into things. Thanks.

Helpful?  0  0

All Replies (3)

J

Jeff PrimeCommunity Specialist

8/18/21

 Relevant Answer

Hi, Cheryl.

Sorry for the setup issues you're having. This is definitely a confusing one and I imagine you're quite frustrated with things. Let's see what we can do to sort this out.

I can see that you have already referred our help articles. Thanks for letting me know what steps you have tried. Sometimes setup issues or problems seeing a network in the Home app can be related to cloud services issues. I'm going to walk you through how to turn those off and on.

Open the Google Home app.

1. Tap the Wifi icon.
2. Tap Settings.
3. Select Privacy settings.
4. Toggle Nest WiFi cloud services OFF and wait for 30 seconds, then back ON.

Once you have reset your cloud services, go ahead and do a factory reset on your WiFi router and points. This will give you a clean slate to attempt setup once more, but your cloud services will be reset and we can eliminate that as a possible issue.

If this still doesn't work for you, please let me know and we can look deeper into things. Thanks.

-From Garrett DS, Community Specialist.

[Jeff]

Hi, all.
Just one quick final check in here. 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.

[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