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Something went wrong error When setting up Google Nest Router

Dave_A
Community Member

‎12-02-2023 12:01 PM

I factory reset my Google Nest Wifi router and two points through the app as things were not running as smoothly as I would like. New devices stopped showing up in my Home app some time ago, so I have been unable to set parental filters and timers and such, so I factory reset. I reset it first through the app, tried setting up the router again using the app. I have been unable to get through the in-app setup. I have tried manually factory resetting modem, router, and all, uninstalled and reinstalled the app, done all the steps I can find online. I even called an 888 number that I found for nest wifi support, and talked with someone who definitely appeared to work for Google as they were able to see my account and profile, and even sent me a ticket number after my call, willing to share that by direct message if needed. They also showed me how to see the status page, where at that moment I was not getting an ip address from my isp to the router. At this point, I am getting an ip address to my router, but am still unable to get the process to complete on the in-app setup. I have connected directly to the setup wifi, get internet through that, am able to start the process in-app, and still get a Something went wrong message. I have also found online where to see a diagnostic-report from my router, so I have that and am willing to share it with a Nest rep if needed. After I started getting an ip address, I tried the 888 number again, and it would not go through. I replied to the email they sent me, with no response now for 2 days.

Full text of the error I receive "Something went wrong Looks like we lost contact with your Wifi point. Please ensure that Wi-Fi and Bluetooth are still enabled, and try setup again." Note: Wifi is enabled, and bluetooth, and I have tried this from multiple mobile devices just to rule out it being my device.

One thing that I do find odd, though it may not relate, I get an ipv6 address on my pc when connected directly to the modem, but the router does not appear to be fetching an ipv6 address according to the status page when it is connected to the modem, only an ipv4 address. I have read online that this is a recurring theme with this router model, but it doesn't appear to be what is preventing the setup at this point from what I can tell.

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Dan_A
Community Specialist
Community Specialist

‎12-05-2023 02:11 PM

Hi Dave_A,

 

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? What device are you using to set up your network (iOS or Android)? Do you have the Internet on your modem?
 

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

  1. Disconnect the power from the modem.
  2. Disconnect the Ethernet cable and power cord from the parent point.
  3. Disconnect the power cord from the child points.
  4. Leave everything unplugged for 2 minutes.
  5. Connect the power cord to the modem then to your router and points.

 

Also, you can give these steps a try:

 

  1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
  2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
  3. Remove any special characters in your network name and password.
  4. Turn off IPv6:
    1. Open the Google Home app Google Home app.
    2. Tap the Wi-Fi coin  and then Settings.
    3. Scroll down and tap Advanced networking.
    4. Scroll down to IPv6.
    5. Toggle the switch off Toggle button off.
  5. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
  6. Unplug the power from your Google Wifi devices for 2 minutes.
  7. If the issue persists, try factory resetting your network. Take note that this will delete all network data.

 

You may skip any step that you’ve done already.

 

Let us know how it goes.

 

Best,

Dan

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