Wifi Pro offline every day, needs power cycle

[ericw]

Recently upgraded from Google WiFi to Google WiFi Pro 6E.  Netgear cable modem and original Google WiFi mesh were rock solid before.

Problem:

Since installing a brand new Wifi Pro mesh 2 days ago, the entire WiFi network would go offline every day or so.  The status LED continues to show a solid white.

Cable modem remains operational (checked via Ethernet wired to a computer).  I have ruled out the modem/ISP being the issue.

• Software version: 1.63.318999

Workaround:

I was able to recover from this by manually powercycling the main Nest WiFi Pro.  The entire WiFi network then recovered.  This is obviously an unacceptable long term solution.

Has anyone had this connectivity issue?  The product reliability on Day 2 of my installation is deeply concerning.

[geistesblitz]

Google support gave me this step by step. Perhaps it can help? I haven't seen any disconnects for the past 16 hours *fingers crossed*. Hoping it might help others.

Change DNS settings

• Open the Google Home app .
• Tap Wi-Fi and then Settings (Gear icon at the top right hand corner) and then Advanced Networking.
• Tap DNS.
• Select Custom, then enter 1.1.1.1 and 1.0.0.1
• Tap Save .

Turn off and on Nest Wifi Cloud Services

• Open the Google Home app .
• Tap Wi-Fi icon and then Settings (Gear icon at the top right)
• Tap Privacy Settings.
• Toggle Nest Wifi cloud services on or off, then tap Save.

Restart Network through Google Home App

• Tap Wi-Fi icon then Settings
• Look for Restart Network

Perform a 5-minute Power cycle

• Unplug the modem and all the Nest Wifi Pro

[pdaniell]

This is similar to the steps I got except I was asked to use 8.8.8.8/8.8.4.4. It didn't work for me sadly. Please update us if 1.1.1.1/1.0.0.1 works for you after more time.

[geistesblitz]

So far, so good? 24+ hours out with no disconnects. I'll continue to monitor and update.

[Logandros]

I sure hope the 1.1.1.1 works for you guys but I can't see that being the issue. Whether you use your ISP, Google, or Cloudflare DNS, doesn't seem like it would be an actual fix. However my fingers are certainly crossed for those of you experiencing this issue. I have a feeling it would be much more widespread if it was DNS related though.

[markthesalami]

The fix is to return this. Sent mine back. Got a 3 pack of Deco Pro 75. Unreal difference. I cannot believe Google put out this piece of Junk. There's no way it was tested and I'm starting to think all the tech blogger and etc were paid off. This thing is absolutely junk. 

[Battyc]

We're experiencing the exact same issue you described. The status light is white, but nothing in our home has connectivity. The cable modem lights are OK. Power cycling the main nest pro connected to the cable modem immediately fixes it.

We tried restarting our network and swapping out which nest pro is the main obe connected to the cable modem. We will see if this fixes it .. 

[LenworthHenry]

So I returned mine and got a different mesh.  I hope this gets fixed.

[bbender716]

I hate to say it but I'm relieved to see I'm not the only one. This sounds exactly like what I am experiencing. I already run a custom DNS server and have validated that the DNS server is not the issue since upon doing a hard power cycle. I'm returning my unit if this proposed "fix" doesn't work. I'm very disappointed.

[RZulewski]

BBender716, sorry to hear that you have joined the unhappy souls that mistakenly bought Nest Wifi Pro devices.  They certainly have a bug that makes them unreliable.  Don't waste your time trying to find a fix, if yours don't work, send them back before your 15 days expire.

[bbender716]

I filled the return since Nov 15 was my 15 day date, and if I don't see this fix work, I'll ship it out.

[Paul65]

Mine is exactly the same, locks up every day. Will recover through a power cycle. Going to have to return, because the situation is unacceptable.

[RZulewski]

Join the group, if more people return the broken devices, then maybe Google will stop selling the devices and fix the problem.

[Jhonleanmel · Accepted solution]

Hi everyone,

I just wanted to jump in again and let you know that a new firmware release is going out now to Nest Wifi Pro devices. You won't need to do anything to receive the update and it will install automatically once it's available for your hardware. The update will be pushed out to all users by the end of this week. There are a variety of performance updates and bug fixes in the release, so I'm hoping this clears up the issues you're seeing here. Let me know if you have any questions about the update.

Also, we'll keep this thread open so everyone can chime in.

Thanks,
Mel

[Logandros]

On behalf of everyone that is probably going to reply now, a link to the actual fixes in the update would go a long way in alleviating much of the concerns.

[bbender716]

Agreed. Can you direct us to a detailed firmware changelog? Thank you.

[Pedro1664]

How will we know our firmware is updated? also should we change the DNS setting back to original? or leave with updated manual settings? thanks in advance

[Logandros]

I would not change the DNS until after the update. With regards to knowing if / when you've received the update. 

In the Home App > WIFI > Wifi Devices > Click on your Router (or point) > click the gear icon 

You will see something similar to this:

• WAN IP xxx
• LAN IP xxx
• Model: G6ZUC
• Software Version: 1.63.318999

I believe software version relates to firmware version but that's the version I would make a note of and see when it changes.

[Pedro1664]

Thank you, I have done a screen shot . Software version I have is 1.63 . 324946

[Paul65]

Mine is slightly different - 1.63.318999

[Pedro1664]

I'm in the UK, not sure if that makes any difference... But interesting to know. I will keep an eye on any developments. The system has been really playing up today... I thought maybe the update has happened and has upset previous settings... 

[Paul65]

I'm in the UK as well. Interesting that they are different.

[Logandros]

Not different, just a typo on my part. I added the missing '9' now  🙂

ty

[pdaniell]

I used to have 1.63.318999, and now I have 1.63.324946. I'm not sure when it changed. I know I lost internet yesterday, but so far today it has been good. I'll keep my fingers cross this is this fix. I'll report back to this thread when I get my next lost internet, and if you don't hear from me it's good news.

[Paul65]

watching Keenly, as if this doesn't fix it, they will been on their way back to google !

[pdaniell]

It has been over three days now and I haven't had to power-cycle my router. So far looking good with 1.63.324946! ❤️

[Jeff]

We'll keep an eye on that with you, pdaniell. I'll check back in after the weekend and see how stable things have been for you.

Thanks,
Jeff

[Jeff]

Hey pdaniell,

I just wanted to check in and see if you are still seeing good performance on your network. If you've had any troubles, please let me know.

Thanks,

Jeff

[pdaniell]

Still going strong for me. Not a single internet drop since that patch. Thank!

[Paul65]

I have to say, since the update it's been rock solid. I haven't experienced a single outage.

[Battyc]

I haven't seen any issues for 4 days and I'm on 1.63.324946. Hopefully it's fixed! We are excited about the Wifi 6 support as there are a massive number of other wifi signals in our area that are probably causing some interference. 

[Jeff]

Hey all,

There's been a lot of activity with the new firmware release rolling out. If you're still seeing problems, can you share what firmware release you're on? That will help us narrow down a few things as we sort this out.

Thanks,
Jeff

[Paul65]

I still have problems but I dont think the firmware has updated yet, its 1.63.31.8999

[Jeff]

Hey Paul65,

The latest firmware release is 1.63.324946 for the Nest WiFi Pro. It looks like you're still waiting for that update to hit. Let's keep an eye on that and see if things improve with the update.

Thanks,
Jeff

[Paul65]

The updated firm landed overnight on Thursday, and applied itself. Since the update I haven't had a single crash on the router. So the problem I was experiencing does seem to have disappeared, which is good news.

[Jeff]

Good to hear, Paul65.

For everyone else seeing the update come through, how are things now? Is anyone seeing the same problems as before?

Thanks,
Jeff

[bbender716]

Fyi so far, no outages since the new firmware has been loaded onto my devices. Using a custom DNS with Google cloud services enabled.

[Pedro1664]

Hi, mine is better but not perfect, are you using the 8888 and 8844 settings? If not can you share your set up so I can try it, thanks in advance

[bbender716]

I originally did the fix stated earlier in the thread. I actually use my own DNS resolver (a pi-hole) and all has been good since I did the fix earlier stated here and that continued to work after the firmware update.

[Jhonleanmel]

Hey everyone,

Awesome — glad to hear that your issue is fixed.

To all, I wanted to follow up and see if you're still in need of help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,
Mel

[RZulewski]

Good day, fellow beta testers,

A bit of humor, as Nest Wifi Pro was certainly not ready for deployment. I hope that those of you who still have devices get better results with the latest patch. Unlike you, I lost faith that Google wants to solve the problem.

It took over a week, more than 10 hours on the phone, and after being assigned five different case numbers, I finally got an RMA and shipping label to return the defective devices.

And that does not include the many hours on the phone with tech support trying to find a working solution.

I received my first box of 3 Nest Wifi Pro devices on October 27. They sent me another 3-pack on November 8th and I returned the first box. On November 11th, I told them the second box wasn't any better and that I wanted to return it and get a refund of the $400 purchase price and for them to remove the $400 hold on my credit card. Today, they finally provided the RMA shipping label.

Have to say, I certainly have a low opinion of Google Nest Support now.

Good luck to you all!

Richard Zulewski