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WiFi is working but showing offline

Rdoirin
Community Member

I currently own the WiFi router and point ,but recently having app issues. On both my tablet and multiple phones the home app is showing offline on majority of my products,mesh test always fails . And constant alerts that my router is offline. He is the catch all my device are working passing all the speed test with no problem. I have the beta home app on my phone but the tablet is running standard home app. App is showing 7 running device I have over 20 the rest displays offline. I've done factor reset but via app soft reset doesn't work due to the router being offline. Is this a known issue ,will Google provide a fix soon? 

6 REPLIES 6

AbigailF
Community Specialist
Community Specialist

Hey Rdoirin,


Thanks for posting. I’m sorry to hear you’re having this issue.

A few questions: have you already tried to force close and reopen your Google Home app? Can you check if the device you’re using to view your Google Home app paused by any chance? Also, do you have a switch or a third-party router connected to the primary Google Wifi router?

Give these steps a try:
Perform a 2-minute power cycle.
Clear your Google Home app cache.
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.

Let us know how it goes.
 

Best,

Abi

Jeff
Community Specialist
Community Specialist

Hi Rdoirin,

I just wanted to jump in real fast to see if you saw Abi's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks,
Jeff

Rdoirin
Community Member

Good evening I tried to change the DNS but it won't save. I did the two min reset no change and cleared the cache. Same issue. 

My wifi is running but the app is saying otherwise. Both the point and main router showing offline and constant alerts throughout the day in notification, but all my lights and to and device are connected and working 

AbigailF
Community Specialist
Community Specialist

Hello Rdoirin, 

Thanks for the update. Please try to uninstall and reinstall your Google Home app. Make sure to clear the cache on your device or smartphone before installing the Google Home app again. Let us know how it goes.

Regards,
Abi

AbigailF
Community Specialist
Community Specialist

Hey Rdoirin,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Cheers,
Abi

AbigailF
Community Specialist
Community Specialist

Hi everyone,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 
Abi