Home Max and Mini lose wifi connection and are unable to answer ANY prompts

[Mintynfresh]

I have a variety of different Google Home/Nest products in my home. All of them are on the same network. All of my Google devices work fine EXCEPT my two display Homes (Max and Mini). They're in two different places. One is very close to the router the other is above it (floor above).

Problem:

- Both constantly lose connection to wifi -- other devices (laptops, phones) are all connected just fine

- When connected, the Home's cannot answer simple questions, such as What is the temperature or start a timer. It says, "hm... something went wrong".

Troubleshooting:

- Hard reset (factory reset) and reconfigure -- same issue

This is super frustrating... please help!

My router is a TP-Link EAP225 and I have fantastic signal everywhere else. There is a dedicated segregated SSID for IoT that I use for my smart devices that the Google devices are on.

[Princesss]

Hello Mintynfresh,

Thanks for reaching out to the Community.

We're sorry to hear about this experience. I also appreciate all the steps taken before reaching out. Since you've tried some steps, let's try moving the 2 Google Nest speakers closer to each other and from the router so we can eliminate the issue in distance. Also, it would be best to reboot your network simply by unplugging the router from the power source for at least a few minutes. That way, we can avoid network congestion on your network that could possibly causing this to happen.

Let me know how it goes.

Best,

Princess

[Mintynfresh]

Hi Princess - what does moving two nest speakers closer together do? One of them is very close to the router, and the other is further away.

I reset the router and have the same results unfortunately. Other devices (non-google) remain active on the wifi during that time.

[Princesss]

Hello there, 

Thanks for responding.

Trying two speakers work closer together eliminates the issue of distance. The closer the devices to the router, the better connection your devices can have.

Best,

Princess

[Mintynfresh]

We can focus on troubleshooting the device that is right next to the router... what can I do to resolve this?

[Princesss]

Hello Mintynfresh,

Thanks for responding. Just move your speakers closer to the router and see if it still disconnects. It's also best to do this step after unplugging your router from the power source for a few minutes to avoid congestion on your network connection.

Keep me posted.

Best,

Princess

[Mintynfresh]

My one device is close to the router... that is not the issue. My other Google Home Max is further from the router without any noticeable issues.

I have reset the AP as well, that did not seem to resolve it.

[Princesss]

Hello Mintynfresh,

I see, thanks for the additional details. Could you check if the settings on your router are similar to these:

Configuring your Router Settings

• Be sure to enable or disable the following router settings to allow Google Home to communicate properly with your router and network. All routers are different, so each setting may or may not appear on your particular router (or may be named differently).
• Keep in mind that resetting or making changes to your router settings may have unintended consequences. If you need help or have questions/concerns, contact your router manufacturer or internet service provider (ISP).

Enable: Universal Plug and Play (UPnP), multicast, Internet Group Management Protocol (IGMP)
Disable: AP/client isolation, virtual private networks (VPNs), proxy servers, IGMP Proxy. VPNs and proxy servers should be disabled on your computer as well (if applicable).

Just in case you don't know how to check these settings, you can always ask help from your ISP to guide you or help you configure these settings.

Keep me posted.

Best,

Princess

[Mintynfresh]

I will look into these options to ensure they're setup properly. How come AP/client isolation needs to be disabled? The whole point of isolation is to improve security on my home network...

Also, my bigger question here is why does one of my Google Nest devices work and the other does not?

[Princesss]

Hi there,

I understand and it's pretty strange that the other device is working without any issues. We'd be happy to take a look into this for you. Please fill out our Contact Us Form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hello Mintynfresh,

We just want to check in-- have you had the chance to fill out the form? Let us know once you're done so we can check it.

Best,

Princess

[Princesss]

Hey there,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess