Doorbell battery will not factory reset

[andrewpatto]

We have a nest doorbell (battery) that has been working fine for 15 months. Girlfriend loves the product - would never go back to a regular doorbell!

However we moved wifi networks/google setup and to change settings we would like to do a factory reset. However, the factory reset does not seem to work.

We press with a paper clip, the white light comes on - we hold for well beyond the 10 seconds (minute or more) - and no lights indicate the factory reset.

There are other comment threads about it not factory reseting - was there any resolution? I'm perplexed as to how the functionality to factory reset can spontaneously break?

[Morganweber12]

I am also having an issue factory resetting my doorbell. Commenting to stay on the thread.

[Morganweber12]

Hi again - I ended up submitting a request for help and was able to talk to a representative on the phone. They were unable to find a solution for me, but maybe they can help you?

here is where I submitted a request for help

[andrewpatto]

Thanks @Morganweber12 - we have also been in contact and I think it possible we will get an exchange. I am interested still in the solution - its clearly something that has happened to multiple people so I'd hope nest/google are interested generating some advice for users where this happens.

[EmersonB]

Hi folks,

We appreciate you taking your time posting here in the community. I know that you're having troubles resetting your Nest doorbell. You may hit this link for the proper steps of reset. Let me know how it goes.

Regards,
Emerson

[andrewpatto]

Yes thanks -we have followed the instructions. There seems to be multiple cases in these forums where despite holding the reset button down via a paperclip - it never transitions to showing the blinking yellow lights/tone.

* At 10 seconds, the status light will blink yellow four times, and you’ll hear a countdown tone.

We can hold the button down for more than 30 seconds and it still just displays as a solid white light.

[janthadeus]

Hey folks,
 

Thanks for trying. Let’s sort this out — is the power cable plugged in while you’re resetting your doorbell to its default setting? 

I appreciate the help, Emerson.

Thanks,

JT

[andrewpatto]

I was generally attempting it without the USB charger cable connected - but did try it once or twice when it was connected.

[janthadeus]

Hi andrewpatto,

Thanks for your patience. Got it, I appreciate you for trying. Let's further check this — could you fill out this form and let us know once you're done?

Looking forward to your response.

Regards,

JT

[andrewpatto]

Hi JT, all the details that I can report are already in this thread - would be useful to resolve it here - given the resolution is of interest to the entire community - rather than fill in another form to create another separate private comms channel.

As it turns out - my girlfriend initiated some comms via online chat and has been issued an RMA and they have collected the device for return (RMA96269000).

I imagine they will just issue us a new device - and the mystery of how the factory reset breaks will never be solved.

[janthadeus]

Hello andrewpatto,

I’m sorry for the delay. Checking back in — how’s it going with your doorbell? Still need our help?
 

Thanks,

JT

[andrewpatto]

The doorbell has been RMAd - so you can close this thread if you need to.

[janthadeus]

Hey there,

Sounds good! As you’ve requested, I'm going to close and mark this thread as complete. Feel free to start a new thread and we'll be happy to help. 
 

Cheers,

JT

[janthadeus]

Hey there,

We haven't received your form. Were you able to fill it out? Do you still need help?
 

Best regards,

JT