"Problem Connecting To Cloud"

[LizzyB70]

Hi!

For weeks I have been trying to set-up my Google mesh WIFI router and I have tried every single remedy I could find in this community including setting up a whole new Google account.

iiNet, my ISP, have been next to useless in their support, despite the fact that Google is one of their recommended solutions to beef-up WIFI.

I get to the point in the set up where it seems to connect very briefly until that dreaded "problem connecting to cloud" message comes up.

I really would love a solution please!

[olavrb]

Make sure the device used for the setup process with the Google Home app have no VPN enabled/ connected; not any 3rd party product, nor the "Apple iCloud Private Relay" ( https://support.apple.com/en-us/HT212614 ).

Make sure the Google Home app has been granted permission for "local network access" ( https://support.google.com/chromecast/answer/7172427?hl=en ).

Make sure that proxy is set to disabled while connected to the Nest Wifi network ( https://www.expressvpn.com/support/troubleshooting/disable-proxy-safari/#ios ).

IPv6 on Nest Wifi has caused strange problems lately. One thing to try is to disable IPv6 ( https://support.google.com/googlenest/answer/6361450?hl=en ), add new Nest Wifi unit, then leave IPv6 off or enable it again.

[Reggiemal]

Hi, thanks for your reply. I have the same problem. 

I do have a VPN installed, but it wasn’t connected. Is there something I need to do before I restart the process?

[olavrb]

What ISP, what modem brand and model?

Is the ISP equipment in bridge mode?

Does you ISP use VLAN tags?

[LizzyB70]

Hello!

Thank you so much for responding to my problem.  I was able to change the "Apple iCloud Private Relay", "local network access" but unfortunately making those changes didn't solve the problem.

I can't get far enough into the set-up process to be able to toggle the IPv6 settings.

Any other thoughts?

Thanks in advance!

🙂

[olavrb]

How have you connected the Nest Wifi puck to your modem/ ISP equipment?

Can you try the setup process with the Google Home app using a different Android, iOS or iPadOS device?

[Jhonleanmel]

Hey folks, 

@olavrb, appreciate your helpful responses. 
@LizzyB70, chiming in to ensure everything is good here. Have you had the chance to try the suggestion above? If yes, how is it?

Best,
Mel

[LizzyB70]

Thanks Mel!

Still no go unfortunately.  I have tried to set up using my normal iPhone, an old iPhone as well as an iPad.  All with the same result, still get the "problem connecting to cloud" error message 😞

[Jhonleanmel]

Hi LizzyB70,

Give these steps a try:
 

1. Inspect the bottom of your main point for the setup network and setup code.
2. Go to your phone's settings, then WiFi. Then check if that same setup network will appear as one of the available WiFi networks your phone can connect to.
3. If already connected, I need you to forget that network and reconnect back.
4. If not yet, I need you to connect to it and use the setup code as the password.
5. Turn off your cellular data and make sure that your Bluetooth and location services are on. Then check if you can still access the Internet while only connected
6. to the setup network.
7. Reinstall your Google Home app.
8. Attempt setup.
9. Try another phone.
10. If the issue persists, factory reset your device.

Let us know how it goes.

Best,
Mel

[LizzyB70]

Hi Mel!

Thank you again for coming back to me!

I completed the steps suggested above including the factory reset.  The factory reset seems to have helped progress things as instead of the immediate "problem connecting to cloud it starts a connection process which gives me 3 different messages, one after the other:

• Checking internet connection - Checking with your ISP.  This could take several minutes. Please ensure you have plugged in your ethernet cable

followed by:

• Checking internet connection - Just a bit longer.  Please ensure you have plugged in your ethernet cable

followed by:

• Checking internet connection - Almost done.  Please ensure you have plugged in your ethernet cable

At the end of that I get the following:

• Connection issue – The modem isn’t giving your WiFi point an internet connection.  Don’t worry, this is a common issue that can be fixed with a full network restart.  Here’s an overview:
  • Restart WiFi and modem
  • Follow the steps in order
  • Takes about 3-4 minues

Interestingly in the bottom left corner of the screen is an internet settings menu which gives me another menu for “static IP or PPPoE?”  Do I need to enter something here?

This is further info I know re my ISP connection through my ISP modem:

• WAN interface: VDSL
• WAN type: PPP over Ethernet
• VLAN ID: turned ON and set to 2
• IP address is dynamic

I've gone through this process many times now as well as performing multiple factory reset and/or delete and reset the Home App and tried multiple iPhones and iPad devices with the same result.

Thoughts?

[olavrb]

About Nest Wifi and VLAN tags:

• https://support.google.com/googlenest/answer/9798157?hl=en

About Nest Wifi and WAN types, including PPPoE:

• https://support.google.com/googlenest/answer/6246630?hl=en
• https://support.google.com/googlenest/answer/7668126?hl=en

Above information says that VLAN tags and PPPoE by themselves should work. But maybe not when combined? According to this info, you might need a managed/ smart switch between the iiiNet equipment and Nest Wifi to untag the VLAN:

• https://forums.whirlpool.net.au/archive/9z4yp85v
• https://help.iinet.net.au/high-speed-nbn-modem-requirements

Last URL from your ISP specifically says Google Nest Wifi isn't supported.

Here is a workaround that should work:

• https://superuser.com/questions/1148268/how-to-ditch-centurylink-fiber-modem

[LizzyB70]

Thank you @olavrb, 

I will check out your recommendations above over the weekend!

Re iiNet they've said to me that there was a compatibility issue previously with Google Nest WiFi but supposedly firmware updates have mitigated those issues and they actually recommended the Google Nest WiFi to me as a solution for my signal issues.

Smart switch might be the solution.  I will report back!

Thank you again!

[LizzyB70]

Hi @olavrb 

Also confirming that I am on NBN100, it's the tier below the iiNet Superfast (210Mbps) and iiNet Ultrafast (450Mbps) so is excluded from high-speed group

[Jhonleanmel]

Hey folks, 

@olavrb, appreciate your helpful responses. 
@LizzyB70, chiming in to ensure everything is good here. Have you had the chance to try the suggestion above? If yes, how is it?

Best,
Mel

[Jhonleanmel]

Hey everyone,

I wanted to follow up and see if you are still in need of any 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.

Thanks,
Mel

[Dan_A]

Hi folks,

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 in 24 hours.

Regards,

Dan

[LizzyB70]

Hello!

Thank you for your response once more!

I connected it the way that the set-up video shows.  I have tried to set-up using an iPad and an old iPhone along with my normal iPhone with the same result each time 

I don't own an Android device unfortunately.