Device showing red (offline) in the portal

If one of your devices is outlined in red on the Network tab within your GFiber account, it means that the device is offline and not communicating with GFiber.

Please note that both wired and wireless devices will display the red outline if they’re offline.

If this happens, follow the steps below to resolve the problem. Once you get to a step that works, you can skip the rest.

1. Check that the device is plugged in and turned on. If it’s a wired device, make sure that the Ethernet cable is plugged in properly on both ends.

2. If any cable is dislodged, plug it in correctly and recheck the network diagram in the portal.

3. If all wiring is properly connected, restart the device as follows:

   1. Unplug its power cord.

   2. Wait at least 10 seconds.

   3. Plug the power cord back into the device.

   4. Wait up to five minutes for the device to turn back on. Please refer to the table below to see what color lights to look for.

      Model	When fully restarted and online, the light will turn…
      GFiber Wi-Fi 6E Router	Solid green (Power and Internet lights)
      GFiber Wi-Fi 6E Mesh Extender	Solid green
      Nest Wifi Pro 6E	Solid white
      Google Fiber Wi-Fi 6 Router	Solid blue (Power and Internet lights)
      Google Fiber Multi-Gig Router	Solid blue (Power and Internet lights)
      Google Fiber Wi-Fi 6 Mesh Extender	Solid green, yellow, or red
      Google Wifi	Solid white
      Google Fiber Network Box	Solid blue
      Google Fiber Phone Box	Solid blue
      Fiber Jack (one light)	Solid blue
      Fiber Jack (four lights)	Solid green (Power and Optical lights)

4. If the device is back online, its icon in your GFiber account should now be green. If it’s still red, you can try re-pairing your Mesh Extenders to your router. Check out Learn about and set up your GFiber Wi-Fi 6E Mesh Extender for more details on how to do this. If you don’t have a mesh extender, skip to step 5.

5. If your device is online but you’re having trouble accessing the internet, try following the steps in Troubleshoot your GFiber internet & Wi-Fi service.

6. If you’ve gone through all five steps and still can’t connect to the internet, you can try a factory reset. Please note that while a factory reset will return your device to its original settings, your network settings will not be reset. If you need to reset these settings — including Wi-Fi network name (SSID) and password — please see Reset your network settings with the Google Fiber app.

7. If your device is still offline, please, contact GFiber customer support.