Wifi setup code is wrong

[smithers197]

Hi there

I have been using Google Wifi without issues for a number of years now and then all of a sudden about 10 days ago one of my points stopped working (and in fact weirdly had changed name).  I factory reset the device via the iOS Google Home app and went through the steps to add a new device to my network, it scanned and found a device (setup7E190) but the point I factory reset is setupEA680 and I don't have a setup7E190 anywhere on my network.  I have since purchased a new device and that added without any issues earlier today but I am still slightly confused why this original one stopped working and why it has a different code to that being displayed in the Home app - can anyone advise please?

Many thanks

[JuanCH]

Hi smithers197,

Thanks for reaching out to the community! I understand you've been using Google Wifi without trouble, but around ten days ago, one of your Google Wifi points became unresponsive and even seemed to have a different name. You performed a factory reset on that specific Google Wifi point using the Google Home app and attempted to re-add it. While the Google Home app detected a device with the setup code 'setup7E190,' which doesn't match the code of the Google Wifi point you reset ('setupEA680'), you're certain you don't have a device with that '7E190' code. I appreciate you for confirming that your new Google Wifi point was successfully added. I know how difficult it is when a device stops working suddenly. I'll be glad to help! To gather some more details, I'd like to ask the following questions: 

• What was the status of the light on your first Google Wifi point?
• Is the power cable connected securely on both ends?
• Is the Ethernet cable connected properly and securely?
• Did you receive any messages on the Home app?

Please keep me posted. I look forward to your response.

Best regards,
Juan

[smithers197]

Many thanks JuanCH for your response.

Let me go through your questions :

• What was the status of the light on your first Google Wifi point? - it was pulsing Amber
• Is the power cable connected securely on both ends? - Yes, it hasn't been moved (well it hadn't, now I have)
• Is the Ethernet cable connected properly and securely? - this was only a WIFI connected point, no ethernet 
• Did you receive any messages on the Home app? - It referenced the amber light.

Interestingly, the correct setup code did display over the weekend and so I tried to add it but it ended up failing.  Right now it is pulsing blue.

Many thanks again...

Ian

[JuanCH]

Hi smithers197,

Thanks for following up and for the detailed information you shared earlier. I understand your Google Wifi point was pulsing amber, and this was also indicated in the Google Home app. Let's work together to find a solution!

Several factors can cause your Google Wifi point to display an amber light, potentially leading to network inconveniences.

For now, I'd like to recommend checking the following troubleshooting steps:

• Ensure your modem is connected to a reliable internet source (cable, DSL, or fiber line).
• Restart your modem, router, and Google Wifi point. Please check out the our helpful article for your reference: Fix your Google Nest Wifi or Google Wifi network

Please keep me updated. I look forward to your response.

Best regards,
Juan 

[smithers197]

Juan

I can confirm those things have been done, and also that I have not seen any issues with other Google wifi points I have on the network, just this one.  And as mentioned the new one I bought added just fine.  I guess really my question is whether the offending point is now just a dud and for some reason has stopped working and is unlikely to work again.

Many thanks for your continued support

Ian

[JuanCH]

Hi smithers197, 

Thank you for getting back to me! I appreciate you for confirming the previous steps have already been done. And the inconvenience seems to be isolated to this Google Wifi point because the new one was added just fine. I'm glad to help! 

To diagnose the root of the inconvenience please try the following steps:

• Open the phone’s Wi-Fi settings and look for a Wi-Fi network that matches the sticker at the bottom of the Wifi device.
• Connect to it using the setup code at the bottom of the Wifi device as the password.

Please let me know how it goes.

Best regards,
Juan

[smithers197]

Juan

Thank you for that suggestion, initially the "wrong code" only showed up but then the "right code" showed up and upon entering the setup code on the Wifi device I was able to connect to the device.

What happens next, as obviously I have connected but it still isn't part of my network.

Many thanks for your continued support

Ian

[smithers197]

Juan

A little update, I have added the "offending" Wifi point to the network and whilst on my study desk it is great and holds a connection, but once unplugged and replugged back in it goes straight back to pulsing Amber and not having a connection - seems odd to me (this happens even if I don't physically move location).  It is like it gets a connection on being added but then loses that connection when unplugged.

Ian