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.

[Logandros]

So far the update has resolved everything that was on my radar. I feel for the ones on this thread that were unable to just put things aside and wait like some of us were able to do. I know there were those that spent hours back and forth with customer service basically trying to draw water from a rock and were given guesses disguised as solutions. The frustration it totally understandable. I had told most of my customers to just wait or go back to the previous system (where possible) if they wanted to keep the product. It was my suspicion all along that a patch would be coming and anything done in the interim as well as all these DNS suggestions would simply be luck or temporary at best. I do no have the same venom for Google as many of the other frustrated community members because I was able to just put it aside and wait, I do feel for those who were unable to do that. Hopefully a learning experience for all involved.

Glad it's working now for all those that kept the product and waited, and Happy Holidays to the community.

[bbender716]

Same. I was able to keep my angry significant other at bay until it was resolved ("why did you change our router to a worse one?"). So far I'm glad I did, but have noticed a slight uptick in hiccups in my zoom calls since but will see if that's placebo/reverse placebo.

[bbender716]

Spoke too soon. Unfortunately just had wifi lose internet until I rebooted the network. Firmware version: 1.63.324946

[Jhonleanmel]

Hi folks,

@bbender716, I would like to follow up if your network is still dropping. If so, could you factory reset your Nest Wifi Pro and set it up again.

Keep us posted.

Best,

Mel

[bbender716]

I haven't noticed it ad hoc. Is there a way to pull logs so I can see if it has been dropping? The one thing I noticed was my mesh quality ranked randomly, and then after doing a system restart, it went back to "great/good". 

A factory reset would honestly be a huge PITA since I have several port forwards, static IPs, custom DNS, etc.

[Jhonleanmel]

Hi bbender716,

Thanks for confirming that. Currently there is no option to check network logs from the Home app. I'm glad that the issue has improved. Keep monitoring your network for now.

Best,

Mel

[bbender716]

Is there a way to check logs via a browser and IP address of the gateway? I think that would be a useful feature for users to help debug...

[Jhonleanmel]

Hey bbender716,

We appreciate your interest however; we don't have any news to share about a way to check logs via a browser and IP address of the gateway you're connected to. We're always looking for ways to improve and we'll take it as feedback.

I also suggest that you send feedback by following this link. 

Best,

Mel

[bbender716]

Just had another outage at almost exactly 7cst tonight. Had to restart the network to restore internet connectivity. Software version 1.63.327820. Can't pull any logs so....

[OmegaAmigo]

We’ve been having trouble with our Nest Pro since we installed it about one week ago. Keeps needing the “power cycle the router Nest device” done as others have described earlier in the thread.  This is in UK with Virgin Media cable modem in router mode.  So whatever the general issue is, it’s not fixed or not fixed fully. Our firmware appears to be 1.63.327820 which it probably download during initial setup.

[OmegaAmigo]

To add, sometimes (but not always) the issue is fixed by using “Restart Network” from the Google Home app. However, this needs to be done from a device with mobile network, not local wired/wireless; because of course local wired/wireless has broken. The fact that this sometimes works as a fix means that the Google hardware must still be connected to the internet, even if it’s not providing network to our devices via wired/wireless.

[Pedro1664]

Had a complete network outage last night, had to reset main node this morning. Why is this happening? Didn't have this with older Google WiFi network. Getting more annoying every week that goes by

[Ainuafnu]

Started to have the same issue. Firmware version:1.63.327820

[Ainuafnu]

I was able to find the root cause and reproduce the issue 100%. I have the Disney circle device through the T-Mobile Family mode feature. This device connects to my home network for advanced parental control. I checked some network logs and observed latency events and those goes away as soon as I disable the circle device. That also immediately brings back my points online. If I enable Circle again then latency events are observed and points go offline. As a workaround, I have disabled the circle device for now.

Circle compatibility page online showing it is compatible with Google wifi and Google Nest. I guess Google needs to work with Circle to make Nest pro compatible with Circle. My previous google wifi and Nest router were working with the same Circle device for years. I found a similar issue was reported earlier for some new Orbi systems and Orbi provided a firmware update to fix it. I will report to Google through my ticket and hope for a solution.

[bbender716]

Interesting. I do not have Disney circle anymore more but did used to have an Orbi system.

Also how on earth did you pull logs??

[OmegaAmigo]

Interesting finding! I don't have the Disney device you have, so it can't be the exact same cause, but I completely agree that the true underlying cause could be traffic-related. Can you share what exactly you're logging and at which points in your network?

[Ainuafnu]

For logs:  https://support.google.com/googlenest/answer/7071494?hl=en&co=GENIE.Platform%3DAndroid

[bbender716]

How did this get you access to the logs?

[Ainuafnu]

When you have sent the feedback for your device.  Google for google feedback. I found my feedback with logs there.

[bbender716]

This is awesome! Do in you know which file you found the proper Wifi logs in?

[Jhonleanmel]

Hi everyone,

Ainuafnu, thanks for the help.

To all, Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[AbigailF]

Hey folks,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Regards, 
Abi

[Jhonleanmel]

Hi everyone,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread after 24 hours.

Thanks,
Mel

[OmegaAmigo]

Nah, am giving up on this. Needs restarting very day, several times today in fact. Am gonna return it. Fails basic usability in my opinion. 

[Ainuafnu]

I have summarized the issue and the solution.

Issue: Nest pro wifi points goes offline.

Cause: Some filtering / firewall sevices like Disney Circle / T-Mobile family mode is policing  Nest pro Wifi points and blocking essential packets needed to keep the the backhaul link up.

Workaround: Disable the suspected device/ service to see if it fixes the issue.

Solution: Removed all filtering for my nest pro points from the circle device. Points came back online right away and stayed up. I still have filtering on all devices those I need to be filtered. So, my circle is still fully functional.

[nateasoflate]

I'm continually having one of my routers dropping, getting notifications upwards of 10 times a day that it's offline. Ironically, it's the only one I've been able to setup via Ethernet backhaul. But I'm having the issue regardless of whether it's wireless mesh or Ethernet backhaul. I've given up though. This system clearly has some issues that Google isn't putting the necessary support behind to get it operational. I'm returning it and investing in another system. A shame, as I'm a Superfan who stans for Google. But this is unacceptable.

[bbender716]

 After struggling with this for months, I finally and unfortunately had to return my 3 nodes. My only recommendation is that you REALLY check the Ethernet connections you use for backhauling. I moved to an ET12 and it highlighted issues with backhaul that I fixed.

Difference was that the ET12 had logging and the ability to tell me that was an issue. It also handled the issue gracefully and didn't disrupt the network. 

[AbigailF]

Hello everyone,

@nateasoflate, I’m sorry to hear that you’re also having this issue. We still want to help out if ever you decide to continue. Can you tell us the troubleshooting steps you’ve done so far? We’ll wait for your update.

@bbender716, we're sad to see you go. If ever you change your mind, we're here to help.

Best,

Abi

[jpvaneijk]

Hi all,

Not sure if this is still an active topic but I'm experiencing all this issues in the replys above.

Everyday I have to unplug the satalites and make them reonnect in Mesh.

I'm in the Netherlands and my softwareversion on the satalites is : 1.57.315675. Why do I seem te have a different FW then others in the above?

I'm not sure howlong I've been restarting my satelites (and router and modem the first times)  but it must be for 6 or 7 monds now for sure.

I never did the DNS or Cloud trick because it seemd no solution to the issue. 

Anyone?