I can't find the WiFi network

[MurphME]

Am I the only one with a 1st gen home that randomly drops the wifi connection? If I unplug it and plug it back in, works fine, until it doesn't again. Going on maybe 6 months or so. I figured by now Google would have fixed the bug. Nope, oblivious. Yes the wifi is fine, I'm on my laptop on wifi. I have 3 newer minis that work fine, 2 Rokus that work fine, and 2 chromecasts working just fine.

[kcruzgonzalez]

Hi MurphME,

Thanks for posting in the community. I'm sorry you're having trouble with your 1st gen Google Home speaker randomly dropping its Wi-Fi connection. I understand how frustrating this can be, and I'm here to help.

To better understand the issue, could you please answer the following questions?

• How often does the Wi-Fi connection drop?

• When the connection drops, does the device appear completely offline (no lights, no response), or are there any indicators of activity?

• After unplugging and replugging the device, how long does it typically stay connected before the connection drops again?

• Are you using a mesh Wi-Fi system or a single router?

• What is the make and model of your Wi-Fi router?

• What Wi-Fi frequency bands are enabled on your router (2.4 GHz, 5 GHz, or both)?

• How far is the 1st gen Google Home from your Wi-Fi router?

Please let me know your answers, and we'll work towards a resolution.

Regards,

Kevin

[MurphME]

Hi!

Answers below inline.

Thanks, Kevin

• How often does the Wi-Fi connection drop? >>>It's random. It could happen the next day or a week later.

• When the connection drops, does the device appear completely offline (no lights, no response), or are there any indicators of activity? >>> No visual cues that there is a problem. When I say, "Hey Google" it immediately gives me that response.

• After unplugging and replugging the device, how long does it typically stay connected before the connection drops again? >>> Answered above in the 1st question.

• Are you using a mesh Wi-Fi system or a single router? >>>Mesh

• What is the make and model of your Wi-Fi router?  >>>Asus RT-AX3000

• What Wi-Fi frequency bands are enabled on your router (2.4 GHz, 5 GHz, or both)? >>> Both. Different SSIDs used on the bands.

• How far is the 1st gen Google Home from your Wi-Fi router? >>> Less than 10 feet.

[kcruzgonzalez]

Hi MurphME,

Thank you for your response. Let's work together to find a solution.

To begin, please try the following steps:

1. Perform a Full Device Restart: Follow the instructions in this article, Factory Reset Google Nest or Home Speakers or Displays, to completely restart your device.

2. Relocate the Device: If your device is very close to your router, or if you suspect interference from other devices or objects (microwaves, TVs, mirrors, windows), try moving it to a different location.

3. Reconnect and Test: Once the device has restarted and is ready for pairing, connect it to the app and test its functionality.

Please let me know if the issue persists after completing these steps.

Regards,

Kevin

[MurphME]

OK, factory reset has been done and it's reconnected to my ecosystem. Let the waiting begin. 🙂

Thanks, Kevin

[MurphME]

This morning my device was offline again. Took a week since the factory reset. Power-cycled it and it was fine. This is the only device, including 3 minis, that is dropping the connection and not picking it back up.

[kcruzgonzalez]

Hello MurphME,

Thank you for your response. I'm sorry to hear about the situation with your Google Home speaker disconnecting from the Wi-Fi still persisting. Let's work together for a solution.

Thank you for providing that information. It's really helpful in understanding what's happening.

To help our engineering team investigate this further, I'd like to ask you to send feedback directly through your Google Home app and your device. Before you do that, please enable device usage data and crash reports. This will provide them with valuable diagnostic information. Here's how:

Enable Device Usage Data and Crash Reports:

1. Open the Google Home app.

2. Tap and hold the tile of the device that's having connection issues.

3. Tap the Settings icon.

4. Scroll down and tap Recognition & sharing.

5. Toggle the slider next to Send device usage data and crash reports to Google to turn it on (it should turn blue).

Once you've enabled that, please send feedback through your Google Assistant. You can do this by following these steps (you can say these commands out loud to your device):

Send Feedback Through Google Assistant:

1. Start a conversation with your Google Assistant by saying "Hey Google" or "Okay Google."

2. Wait for the device to respond and say "Send feedback."

3. Wait for the device to say it's ready for your feedback.

4. Then, clearly say something like, "GHT3 [name of your device, e.g., Home 1 gen] disconnects from Wi-Fi. I have attempted to reset, but the problem keeps happening approximately every week."

Sending this feedback with the usage data will give our team the best chance to diagnose the underlying cause.

Also, our specialized team would like to know more about your case and recommend a solution. We would appreciate it if you would fill out this form to contact us and find an answer.

Please let me know once you've submitted the feedback. We appreciate you taking the time to do this!

Best regards,

Kevin

[MurphME]

Hi!

So far it has been 2 weeks without incidence since the last time it dropped the connection. A small win. 

My crash reports were already turned on so that part was easy.  For the second part, where it has been 2 weeks since the last drop, should I still send the feedback or wait until the issue happens again?

Also, I did fill out the form and submitted it per your instructions.

Thank you!

[MurphME]

Hi!

This morning we had an interruption of internet services. Only lasted for a few seconds but long enough for my TV streaming to pause before reconnecting and continuing. Unfortunately, the Google Home still has not reconnected and it's been an hour. All my other Google Speakers are OK and other devices are working fine.

Feedback via the Google Living Room Speaker has been sent with logs on at 7:08am this morning.

Thanks, Kevin