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Specific Sites don't work connected to Nest Router

travis5
Community Member

Just last week Disney+ stopped working on any of my devices (phone, laptop) showing an error about the site having issues connecting. I can connect just fine if I bypass the Nest Router and plug my laptop straight into my internet connection, so it's not an ISP issue. (I also have had issues downloading anything from the Microsoft Store for months now, it also shows some error code related to network issues).

I've tried totally factory resetting the wifi, enabling / disabling ipv6, changing the DNS, etc. Nothing has worked so far. Please help, I don't know how much longer my kids will make it without being able to stream "Bluey", ha.

12 REPLIES 12

olavrb
Platinum Product Expert
Platinum Product Expert

Is the ISP equipment/whatever in front of Nest Wifi in bridge mode? If not; double NAT can cause strange problems and behavior, it's recommended to have it disabled for everything but the primary Nest Wifi unit. More on that:

If you need more LAN ports, add an unmanaged switch:


I don't work for Google.

Alex_S
Community Specialist
Community Specialist

Hi everyone,

 

Thanks for the help, @olavrb.

 

@travis5, I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

 

Best,
Alex

travis5
Community Member

Hey guys, thanks so much for reaching out. Here's an update on the situation...

So looking at the network setup, it doesn't look like there's anything 'in front' of the nest router besides the "ONT" sitting outside my house connecting me to the fiber. So I don't have any ISP router or anything that I have access to. To see if double NAT could be the issue still, I removed all the Nest mesh endpoints, and tried configuring my Nest Router to be in bridge mode to see if that would make a difference. However, trying to set it up in bridge mode fails with a generic error message saying that it failed to configure the router to bridge mode. According to the Google documentation you linked, it won't be able to go into bridge mode unless there is another router upstream, so I think that rules out the double NAT issue?

I was looking further into the issues I'm seeing with Disney+ specifically, and opening up the network traffic in the dev-tools of my browser, I'm seeing that I get a bunch of CORS errors showing up when I try and load the site (https://www.disneyplus.com/home). Comparing it to when I unplug my router from the wan and just plug my laptop straight into that cable, it sends those same requests just fine (and the site works fine). The difference is the working request (when not connected to the Nest Router) I can see sends up the appropriate 'Access-Control-Allow-Origin' header in the request, whereas when I'm connected to the Nest router it's missing (and hence throws the CORS error). I can't seem to edit / find any settings on the Nest Router related to security, and I'm not quite sure why the 'Access-Control-Allow-Origin' headers wouldn't be present (somehow they're being removed by the Nest router it would seem).

I tried adding a screenshot of the errors for context, but looks like you can't do that on these posts unfortunately. @Alex_S @olavrb 

olavrb
Platinum Product Expert
Platinum Product Expert

Interesting findings, I agree about your thoughts about you not having double NAT.

What IP address do you get when bypassing Nest Wifi with your laptop? A global/public one, or a typical LAN one (RFC1918)?


I don't work for Google.

Alex_S
Community Specialist
Community Specialist

Hi there,

 

We appreciate the follow-up, @olavrb.

 

@travis5, I'm jumping in to ensure everything is good here. Have you seen the previous response? Let us know of the answers so we could take a closer look at them.


Kind regards,
Alex

travis5
Community Member

I get a public one (160.223.185.215 to be specific), when bypassing the Nest Wifi. (sorry for the delayed response)

LovelyM
Community Specialist
Community Specialist

Hello travis5, 

Sorry for the delayed response. Since you've tried factory resetting your Google Nest Wifi router already, please perform a 2-minute power cycle on your entire network. 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.


Check if you can now access the sites or not and let me know.

Best regards, 
Lovely

travis5
Community Member

Tried the power cycle, still the same problem unfortunately.

LovelyM
Community Specialist
Community Specialist

Hi there,

We'd like to look into the behavior of your Google Nest Wifi router further. Please fill out this form so someone from our senior specialist team can reach out to you.

Sincerely,
Lovely

LovelyM
Community Specialist
Community Specialist

Hey travis5,

I want to follow up with you. Did you happen to get that form filled out? Let me know if you have questions about it.

Thanks,
Lovely

travis5
Community Member

After a couple of months of experiencing this issue, something must have updated a few days ago (either the router, or Disney Plus' website I'm not sure). Because it has suddenly started working again.

Not sure if Google or Disney pushed the patch, but all is well in the world again 🙂
It bothers me that I don't know what change fixed it, but at least it works.

Alex_S
Community Specialist
Community Specialist

Hey there,
 

We’re glad to hear that this has been sorted out. In case you experienced the same behavior in the future, kindly send feedback as it helps us improve our products and fix issues.


Warmly,
Alex