Hey there Tom Poore 2917,
Sorry for the late response, but I wanted to jump in here to help. I understand wifi issues can be confusing, but I'm happy to see how we can help you out.
In most cases, this happens when the Google Cloud services are having issues communicating to your network reason for the app not to sync properly to it and there can be some few reasons why it's happening. Check out these few things.
1. Intermittent internet connection - having unstable connection will cause for the network not to communicate properly with the Cloud services. Check if you’re currently getting a stable connection from your modem. You can try to hardwired a computer directly to the it and check.
2. Toggle Google wifi cloud services - Go to app > Settings Tab (3 dots a gear on the upper right) > Network & General > Privacy > Toggle OFF Google wifi cloud services, Tap SAVE wait for 30 seconds, Toggle it ON then hit SAVE again.
3. Do a full network restart, if possible - Doing a full network reboot will allow your devices to reestablish connections.
- Disconnect the power cable and Ethernet cable from the primary point.
- Disconnect the power cable from the modem.
- Allow the power to stay disconnected from both for 5 minutes.
- Connect the power back to the modem only and wait for it to fully boot back up.
- All lights should be lit up before moving to the next step.
- After the modem is back online, connect the Ethernet cable to primary point's WAN port.
- Connect the power back to the primary point.
- Allow the primary point to be fully back on.
Once network is fully back on, force close the app and re-open it.
If the recommended steps above didn’t work, check out these 2 additional things that you might be helpful for you.
1. If you have an upstream router aside from your Google Nest wifi device then the network is in Double NAT, it happens when you connected your Google Nest wifi to an upstream 3rd party router or to a ‘modem/router’ device, a firewall from these devices are more likely blocking Cloud Services reason for it not to sync properly with the app. You can either set a DMZ or bridge on the upstream router. If you’re unsure how to do it, you can contact either your router manufacturer or your ISP for assistance.
2. If you have an upstream switch, it may be blocking STP packets which can be another reason for the Cloud Services not sync properly with the app.
- For unmanaged switch, move it downstream from parent point. (We suggest connecting it to the Nest wifi router's LAN port)
- For managed switch, enable BPDU flooding.
Let me know if you need further assistance.
-From Garrett DS, Community Specialist.