Wi-Fi point can’t connect again

[Ingjuanrodz]

Wi-Fi point was disconnected from power and can’t connect again. I’ve tried restarting network, resetting it and doesn’t show up when adding a device process is followed. I’ve unplug it and plugged it back again and nothing. Light is steady blue 

[virnab]

Hi Ingjuanrodz,

Thanks for reaching out to our community.

I’m sorry to hear that your WiFi point can’t connect again to your network. Thank you for letting us know important details such as the troubleshooting steps you have tried to resolve the inconvenience and the status of the device LED light. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

• What is your router's make and model?
• Is the child point connected directly to a power outlet?
• Is the parent point online?
• Could you please confirm what the model of your WiFi point is?
• Are you using an Android or iPhone device to set up your WiFi point?
• Could you please describe how you performed the factory reset?

In the meantime, please try with the following instructions:

1. Remove the Google Home app from your mobile device.
2. Install the latest version of the Google Home app.
3. Open the Google Home app and see if you can find the missing WiFi point.

If the inconvenience persists, please try these troubleshooting steps:

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 point.
4. Leave everything unplugged for 2 minutes.
1. Start a 2-minute timer to track.
2. Check for the make and model of the modem and make sure there isn't any backup battery. If there’s a backup battery, ask the customer to remove the battery; otherwise, it won't perform a power cycle.
5. Connect the power to the modem and wait up to a minute until the modem fully powers on.
1. All light indicators should be solid colors.
2. Connect the Ethernet cable, then the power cable, to the parent point. Wait until the parent point is fully back online.
3. Connect the power cord to the child point.

Thank you for your time and attention. I look forward to your response.

Best regards,

Virna

[Ingjuanrodz]

Point photo  

this is the photo of the point im

trying to reconnect.  I reboot and deleted my home app and still nothing. Little is blue steady and then flashes and goes out and then blinks blue again and stays steady. This is ongoing. 

[virnab]

Hi Ingjuanrodz,

Thanks for your kind response. I’m sorry to hear that we still haven’t been able to restore the functionality of your Google WiFi (Gen 1) point, even though you’ve already tried with the troubleshooting steps provided. But don't worry, we're still working for you and looking for a solution.

Based on your response, it will be necessary to do a factory reset and reconfigure your Google WiFi (Gen 1) point. Please follow these steps:

Factory reset instructions:

1. Unplug the Google WiFi points from the power source.
2. Press and hold down the factory reset button. While the button is held down, plug the power cable back in. Continue to press the button until the Google WiFi point's LED flashes white, then blue. Once it flashes blue, you can release the button.
3. The point will continue to flash blue for about 45 seconds, then turn solid blue. The factory reset can take up to 10 minutes.
4. Once complete, the light turns from solid blue to pulsing blue to indicate it's ready for setup.
5. After the device is reset, the device can still appear in the Google Home app. To remove the device, do an app factory reset.

Set up instructions:

1. Open the Google Home app. 
2. Tap Devices, then tap “Add,” then select “Google Nest or partner device.” 
3. Select a preferred “Home". It should find the WiFi device.
4. Tap “Yes” to continue. If there are multiple devices available for setup, select the device to set up as a point, then tap “Next.”
5. Scan the QR code on the bottom of the device.
• Hold the phone about 5 inches (12 centimeters) away to scan. More tips for scanning QR codes.
• If unable to scan the QR code, tap Continue without scanning, then enter the setup key on the bottom of the device.
6. The point should now connect.
7. Follow the in-app instructions to finish setup.

Please let me know how it goes.

Best regards,

Virna

[cw12]

Can’t connect to wifi

[virnab]

Hi cw12,

Thanks for reaching out to our community.

I’m sorry to hear that you can’t connect to the WiFi network. No worries, help is here.

Before I start further troubleshooting, let me ask you a few questions:

• What is your router's make and model?
• Is your device connected directly to a power outlet?
• Have you tried to connect it to another power source?
• Are you having the inconvenience with the parent point or with a child point?
• Could you please confirm what the model of your WiFi point is?
• Are you using an Android or iPhone device to set up your WiFi point?
• Could you please confirm if you already tried the troubleshooting steps provided previously in this thread?

Thanks for your kind attention; I will be looking forward to your response.

Best regards,

Virna

[Pianogirl4ever]

I don’t understand.  I am not good with this stuff

[Pianogirl4ever]

I need a tech to come to my house to make the connection.  I am not able to do it nor watch any tv

[Ingjuanrodz]

Still nothing. I did all of that. Point comes on blue starts blinking blue and then goes off. This action gets repeated over and over. I don’t have the option of scanning the QR code. Deleted the app on my phone and reinstalled it and nothing. 

[virnab]

Hi Ingjuanrodz,

Thanks for your prompt response. This information is really appreciated so that we can better assist you. I'm sorry to hear that the troubleshooting instructions offered didn’t help to connect your Google WiFi (Gen 1) point to your network. I will continue to work for you, seeking a solution.

My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.

Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Best regards,

Virna

[virnab]

Hi Ingjuanrodz,

While monitoring the status of your case, I found that this form was not able to provide my team with important information from you. We kindly ask that you re-complete it, making sure to include the link to this post and your username (Ingjuanrodz).

Thanks for your kind collaboration.

Best regards,

Virna

[Ingjuanrodz]

Just did. Thanks 

[virnab]

Hi Ingjuanrodz,

Thank you for returning to this community and letting me know you had already completed this form. While monitoring the status of your case, I discovered that my team did not obtain certain vital information from you.

We kindly ask that you re-complete it, making sure to include the link to this post, the name of your post “Wi-Fi point can’t connect again,” and the user name that you use in this community, “Ingjuanrodz.”

Please let me know when you're finished. Thanks for your kind collaboration.

Best regards,

Virna

[Ingjuanrodz]

Getting this issue over and over

. Refresh this page and try again. Sorry, there was a problem with the form.

i already submitted all that information during my first attempt.  Your system seems to be broken 

[virnab]

Hi Ingjuanrodz,

Thanks for your confirmation. Our team will be contacting you via email, so please be aware of your inbox.

If you have any other questions or concerns, please feel free to contact us.

Best regards,

 Virna

[Ingjuanrodz]

Haven’t received anything from the team.