reset wifi point--now it will not connect

[Whathappened99]

Device is Nest Wifi router and point (Snow)

I was having trouble getting a good connection so I went to relocate my wifi point.  For good measure, I factory reset it it.

I am not able to add it again.   Here is what happen: 

The device is found, it asks me to use a QR code from router or enter in passcode on router.  I tried the QR--it failed so I enter in the number (and letter).  After doing this is it fails to connect then suggests I try using a wifi connection from the device.  I find the wifi:  googlenextpoint99...  but it asks for a password.

Here are the things I have tried/checked:

*Location settings are fine and icloud relay is off

*Reset phone network settings

*Factor reset device (again)

*Deleted, then reinstalled home app

*wife signal is fine near router

Getting frustrated so any help would be appreciated.  Thanks

[TitiFigs]

Shoot I have the same exact problem! Hopefully someone will help!

[Whathappened99]

I hope so too.  So far, no help. 

[lusvin]

Hi @Whathappened99,

Thank you for posting in the community. I'm sorry to hear that your Nest WiFi point is not connecting after you tried the factory reset. But don't worry; let's work together to solve the situation.

The information you provided us is really helpful to solve this. I would like to ask you some more questions to be completely sure what is happening:

• Did you try a manual factory reset, or was it through the app?
• What is the main router's light?
• What is the exact error message you're getting? (If possible, please attach a screenshot.)

To find the password of the Nest WiFi point, you need to check the bottom part of the device. There you will find the "setup code." This is the password that the app is asking for. 

In the meantime, please let's check some settings in your app to be sure that everything is fine:

• Go to "WiFi."
• Tap "network settings."
• Then "advanced networking."
• Look for an "IPV6" option.
• If the option is enabled, let's disable it; this one has to be disabled for the setup process.

Let me know how it goes.

Best regards,

Lusvin.

[Whathappened99]

Thank you for responding to my question, Lusvin,

I did a reset through the app then later, when things were not working, I did a manual one too

Main Router (not nest product but from ISP) light is white.  

The error is "connection failed" couldn't connect to nest wifi point.  Make sure local network access is enabled for home app in your phone's privacy settings.  Then try again.

I tried entering that password (the one that is embossed on device) and it did not work. 

I disabled the ipv6 setting and tried again but continue to encounter the same issues.

Thank you again.

[Whathappened99]

Hello, small update.  I checked again and the Nest device does indeed have light.  It is white.  

I also double checked the number i have been keying in and it is correct.

[lusvin]

Hi @Whathappened99,

Thank you for your response and the detailed information; this is helpful to look for a solution.

If the light in the Nest WiFi point is pulsing white, that means that is ready for setup, so it's fine. Let's leave the IPV6 disabled for the setup process. Following the "error message" that you’re getting, let's try the following troubleshooting steps in your phone device.

• Go to Settings.
• Select Bluetooth and make sure it's enabled.
• Go back to Settings.
• Tap Privacy > Local Network.
• Toggling Google Home on.

This process is to check what’s the status of the local network; this one has to be on to set up devices in the app. Let me know how it goes.

Best regards, 

Lusvin.

[Whathappened99]

Hello,

I appreciate your help.   I have resolved the issue by factory resetting the router.   Thanks for your efforts.

[chaconmorales]

Hi @Whathappened99,

Thanks for getting back to me!

Great to know that your Nest Wifi points are now working properly.

I'll be here if you need anything else from our side. I'll be happy to answer any question you may have!

Best regards,

Mario