Inability to connect to wifi

[AlanLaird]

Hi Nest Community. Has anyone experienced trouble beginning about three weeks ago with Google Nest Audio and iiNet router settings. My two Nest Audio speakers basically stopped responding about three weeks ago. Some commands work but most of the time it just asks you to try again in a few seconds. Specifically I could call up ABC radio but not spotify (I have an account). Also the News did not run (ie Hey Google, good morning.) But the weather did. The device's response soon degrades to 'try again in a few seconds' for all voice commands.

But I can get the device to work if I wifi tether my phone to a second phone that runs off an Optus SIM. It is as if a security or other setting has been changed by iiNet three weeks ago and this is causing the problem. It may be that they changed something their end or rebooted my router with new settings. I have been using mobile broadband very successfully with the Nest Audio for about a year, and now it has failed.

Any suggestions. I have factory reset the router multiple times and also cleared the memory of the Android Home app and deleted the speaker - before reinstalling it all again.

Help!!!

[ByronP]

Hi AlanLaird,

Thank you for posting in the community. I'm sorry that Google Nest Audio isn't working with your iiNet router and that you´re also experiencing troubles with voice commands. I'm here to help you.

There are a few suggestions to consider for voice commands:

1. Say ¨Hey Google¨ to your Google Nest Audio. To check if your device recognizes the hotword, say 'Hey Google' and see if the LED dots on the top of your device spin or blink.
2. Make sure your device recognizes the question correctly; say, Hey Google, repeat the question, to make sure your assistant understood you correctly.

A few suggestions for the connections to your WiFi that need to be considered:

Open Wi-Fi settings on your mobile device. For detailed steps:

Android devices: Connect to Wi-Fi networks on your Android device.
iOS devices:   Connect to Wi-Fi on your iPhone, iPad, or iPod touch.

The Google Nest Audio should be within 15-20 ft (4-6 m) of the Wi-Fi router.

About your iiNet router, you might consider contacting your ISP provider for further assistance about any restrictions for the setting that caused blocking any connections to your Google Nest Audio.

Let me know if you need more assistance.

Regards,

Byron

[AlanLaird]

Thanks ByronP, I have found a round-about by extending my neighbour's WiFi across the road (with her permission) to my house.  It all works then.  But it will not work on my wifi even though the wifi is fine for my laptop, phone , on-demand TV and internet connected air conditioner.  It is just Google Nest Audio that it doesn't like.   I did contact my ISP but they could not find anything wrong.  Weird hey!

[ByronP]

Hi AlanLaird,

Thank you for your response.

I just want to check some additional questions for further assistance:

• Do you have a standard home Wi-Fi network, or do you have a shared apartment network, school dorm network, or business network?

I ask this because Wi-Fi networks at these locations often have network configurations, such as Access Point (AP) isolation, captive portal, or Wi-Fi Protected Access (WPA2) enterprise, that can block the Google Nest Audio or Home device from establishing a connection.

• Do you enable MAC address filtering on your router?

You can add a MAC address to your router to allow your iiNet network to find the device. Here are the steps to find the MAC address from your Google Nest Audio:

1. From the Connect to Wi-Fi screen, tap the More menu (three vertical dots), located in the top right corner.
2. Tap Show MAC Address.

If you don´t know how to add it, please contact your ISP for further assistance.

Also make sure that you don´t have any VPN or proxy server configured on your network that might block connectivity between your router and the Google Nest Audio.

Let me know how it goes and keep me posted.

Regards,

Byron

[AlanLaird]

Hi ByronP. Thanks for your further comments. In regard to your questions:

Do you have a standard home Wi-Fi network, or do you have a shared apartment network, school dorm network, or business network? I ask this because Wi-Fi networks at these locations often have network configurations, such as Access Point (AP) isolation, captive portal, or Wi-Fi Protected Access (WPA2) enterprise, that can block the Google Nest Audio or Home device from establishing a connection.

I have a standard domestic home WiFi. It is mobile broadband.
AccessPoint is OFF
UPnP is Enabled
Security is WPA/WPA2/WPA3 Personal (Recommended)
Version is WPA2-WPA3
Encryption is AES

Do you enable MAC address filtering on your router?
Wireless MAC Filtering: OFF

If MAC Filtering was on then the Filtering Rules are to either:
. Block wireless access from the devices below, or
. Allow wireless access only from the devices below.

Neither of these options seemed very useful for me. Also given that MAC filtering is OFF I did not try to identify the Google Nest Audio MAC address.

Also make sure that you don´t have any VPN or proxy server configured on your network that might block connectivity between your router and the Google Nest Audio.

I am not running a VPN or proxy server.

I imagine this provides some clarity for you about my set up.  If you still think I should add the Google Nest Audio's MAC address then I could, but it would mean that visitors could not access my wifi as they would not be included in the white list. 

Kind regards....Alan

[ByronP]

Hi AlanLaird,

Thank you for your response.

The MAC address is a suggestion to verify if it is blocked from your router, since it is the only device that isn't working with your router. Please try to add it and check if it works.

Let me know if you have any further questions.

Regards,

Byron

[ByronP]

Hi Aj98,

Thank you for posting in the community. I'm sorry that you have trouble connecting your Nest doorbell to your Wi-Fi. I'm here to help.

Before I begin, I just want to confirm:

What Nest Doorbell do you have (wired or battery)?

What steps have you taken so far (beside the wireless MAC filtering)?

Please keep me posted; I'll look forward to your response.

Regards,

Byron

[Aj98]

Hi Byron, 

I've got the battery model. The problem I'm having is when trying to connect it gets stuck on the update screen at 0%.

In terms of trouble shooting I've completed all the basic stuff. Started off by resetting my doorbell, I've reinstalled the app. And then I've reset the modem, tried to connect it creating a test home. Still no luck. 

I tried to set it up using my mobile hotspot instead of the wifi (turning on the hotspot on one phone and then using another phone to connect to the hotspot and then connecting the doorbell) which seems to work. So I'm guessing the issue is with some setting on the modem? 

[ByronP]

Hi Aj98,

Thank you for your response. I really appreciate the detailed information and the effort to troubleshoot this situation. I'm here to help.

I just want to confirm: Is there any error message when trying to connect to the Google Home app?

In the mean time, here is a good article about recommended Wi-Fi router settings for Nest products you might check.

Let me know if you have any further questions.

Regards,

Byron

[Aj98]

I have the same issue with my Nest doorbell. Wireless MAC filtering is off and the device still won't connect.