Solved: Need help with setup? Troubleshoot common Nest Wifi and Google Wifi problems

[David_K]

Here are some steps I recommend to resolve issues during the setup of Nest Wifi Pro, Nest Wifi, or Google Wifi.

Before trying these steps
Make sure that you purchase your Wifi device(s) from the same country where you'll be using them. Since wireless regulations vary by country, you might experience compatibility issues if you try to use them in a different country, and Google will be unable to offer support. If you're setting up a mesh network, it's strongly recommended that you purchase all of your Wifi devices in the same country to avoid compatibility issues.

Make sure to check all cables and connections. Sometimes loose, disconnected, or damaged cables can cause connection issues. Make sure that:

1. The provided ethernet cable is connected securely (the tab should click in) to your Nest Wifi router or primary Google Wifi point's WAN port. The other end should be connected securely to your modem or combination modem/router.
2. Your modem, Wifi router, and point(s) are powered on and all cables are secure.
3. Your modem is connected to an Internet source, such as your cable, DSL, or Fiber provider's line that comes into your home.
   
   

Step 1:  Things to check on your phone or tablet

1. Turn on Wi-Fi and Bluetooth.
2. Turn off cellular/mobile data.
   This ensures your phone or tablet does not try to use mobile data during setup which might interfere with the setup process.
3. Turn off VPNs or proxy settings or apps.
   To provide confidentiality or other features, some Virtual Private Networks (VPNs) route communications from your phone or tablet through something called a VPN tunnel, which might interfere with the setup process. You can temporarily turn off your VPN or proxy during setup, and turn it on again later.
4. If you’re using an iPhone or iPad, open the settings app then:
• Tap your name at the top > iCloud > Private Relay > Off.
  Private Relay routes communications through Apple servers before the rest of the Internet, which might interfere with the setup process. You can temporarily turn off Private Relay during setup, and turn it on again later.
• Tap back to the main settings screen > Privacy & Security > Local Network > Enable Google Home.
  By default, apps on iOS are blocked from accessing other devices on your local network. To be able to set up your device, you'll need to grant the Google Home app access to the local network on your iOS device.
5. Make sure you’re using a recent version of your phone or tablet’s operating system, by checking your phone’s settings for any updates.
6. Make sure you're using the latest version of the Google Home app, by checking the Google Play Store or Apple App Store for any updates.
7. Reboot your phone or tablet, usually by pressing and holding its power button.
   
   

Step 2:  Recommended setup steps
Set up Nest Wifi Pro or Nest Wifi - Google Nest Help
Set up Google Wifi - Google Nest Help

If you experience setup issues, here are some things to bear in mind during setup:

1. Check the light on the device to make sure it's ready for setup.
2. If the Google Home app cannot find the device you're trying to setup, try these steps.
3. Force close the Google Home app.
   • Android: Swipe up from the bottom, hold, then let go. Swipe up on the Google Home app.
   • iPhone/iPad: Swipe up from the bottom, hold, then let go. Swipe up on the Google Home app. On older devices with a home button, double-click the Home button, then swipe up on the Google Home app.
4. Uninstall then reinstall the Google Home app.
   • Android: Delete, disable and manage unused apps on Android
   • iPhone/iPad: Delete apps on your iPhone, iPad and iPod touch
5. Restart (not factory reset) your device by following these steps. 
6. Retry setup in the Google Home app.

If none of the steps above help, factory reset your device by following the steps linked below and then retry setup. Make sure to scroll to the bottom of the article, first select "My device isn’t available in the Google Home app", then select the model you have to see the correct reset steps. 

Factory reset your Wifi device - Google Nest Help

You may also want to try setup using a different phone or tablet, if you have one. If you don’t have one, perhaps see if you can temporarily borrow one from a friend or family member.

Step 3:  Alternate setup steps

If the normal setup steps aren't working, you can try manually connecting to the setup Wi-Fi network being broadcast by the device. 

1. Force close the Google Home app.
• Android: Swipe up from the bottom, hold, then let go. Swipe up on the Google Home app.
• iPhone/iPad: Swipe up from the bottom, hold, then let go. Swipe up on the Google Home app. On older devices with a home button, double-click the Home button, then swipe up on the Google Home app.
2. Open your phone or tablet's settings app.
3. Open the list of available Wi-Fi networks.
4. Look for and connect to the setup Wi-Fi network being broadcast by the device.
5. Once connected, re-open the Google Home app and follow the steps on screen.
   
   

Step 4:  Advanced troubleshooting

If you’re still experiencing issues at this stage it’s possible that:

• Your Internet Service Provider requires something called VLAN tagging, which may require additional equipment for setup.
• Your Internet Service Provider uses something called PPPoE which may experience authentication issues.
• You're trying to use Nest Wifi or Google Wifi with range extenders, which may experience compatibility issues.
  

"Moderator edit: Subject updated for clarity and findability."