Google Home devices without screens are disconnecting from the internet

[GCMartin]

I saw this on units disconnecting from the home network & internet. 

I, too, are having the same problem. On one of my Google Home units, I am REQUIRED to turn it off and back on for it to connect to the network.

I am NOT aware of how to collect information such that it can be 'fixed'.

My home configuration is: ISP>modem-router>my-home-router>Wifi AP>Home-Nest devices

[frances]

Hello GCMartin,

Thank you for reaching out. I am sorry to hear that you are encountering issues with your Google Home device disconnecting from the internet. I understand your concern and would be more than happy to help find a solution. First, I have some quick questions to get a better understanding of this situation.

• Which Google Home devices is this post in regard to? (model name, generation number)
• Do your devices randomly disconnect from WiFi or is it when you are using the devices?
• Have you tried to reboot your router? Does this issue still occur?
• Does your device connect to a mobile hotspot with no issue? Or does it also disconnect?

Thank you for your patience during this time, I look forward to your response. 

[GCMartin]

Thanks for this follow-up

Quick Questions you ask

• Which? There are 2 who are made by the same manufacturer (no longer sold). The other units, a Google 1st gen Home and a Lenovo Display, are not exhibiting the problematic behavior reported. In this thread, I will refer to them as "BB' as the problem units were a Best Buy house brand sold as Google Home units (although not made by Google). The 2 models are Insignia NS-CSPGASP and a  Insignia NS-CSPGASP2. I am not seeing any indications of this problem where those fall into a random disconnect state on any of the other Home units; just these 2. In each case of the disconnect state, I MUST unplug power and replug to reactivate the units online. BTW, these BB units have a small status display that show 2 states: disconnected or time-temp. When its disconnected a power-cycle is required.
• RAndom Disconnet? from Wifi. Home units usually sit idle. On several occasions, it would occur when streaming music; but this streaming is very rarely done.
• Router reboots? For the BB units, reboots of routers does NOT seem to play a part in providing any predictive change in the SS units random disconnections.
• Hotspots not tried?

My personal findings

Since I have 2 Wifi services on my home network, 1 via my home router where all my home devices route thru to the internet and 1 via my ISP's modem which is open for visitor use. I, as a test, use the Home app to route 1 of these BB unit via the ISP path. Since this was done, that unit has NEVER disconnect since the switch. This leads me to know that the BB unit still behind the home router is subject to something that causes its disconnect within the local LAN. And I am not aware of what Home APIs exist to capture logs of what it is seeing, I am unsure what I can provide you to help ID this problem.

If this is NOT a general problem where others are reporting this, AND since this unit is no longer in production AND since my other HOME units are not experience this behavior, I will merely consider this some anomoly on my home network via my home router that this BB unit is sensitive to.

If you have any suggestions that I can perform to help ID the issue, I am open ears.

Thanks again for your follow-up.

[frances]

Hi GCMartin,

Thank you for your detailed response back, I appreciate it! 

I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 4-5718000031840.

[frances]

Hi All,

We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to contact the support team and refer to Case ID listed above, or start a new thread and we'll be happy to help.