Google Nest Camera will not reset or factory reset

[Birdbc1]

I have had my Nest Cam (battery) for just over 2 years. I use it outside and it has always worked fine. I brought it in to charge it and it would not charge. It is not the charging cable or outlet because my other nest cams charge correctly on the same cable. 

When I try the reset option, a white light comes on and remains on. It shows offline in the app and will not come up. I removed the camera from the app and it will not reload or reconnect. While plugged in, if I hold the camera up, a green light will intermittently come on for a period of time then the light goes out all together. It will never reload on the app.

When I try the factory reset with the reset button held down and the camera plugged in, the light comes on white at 5 seconds, with the button continued to be held down, at 10 seconds it never makes a sound or starts the countdown to the reset at 12 seconds. It just stays white. From there is will not enter the setup mode to allow the app to reload it. The same green light action while plugged in  continues after the attempted factory reset as with the basic reset.

SN: ##############

[catheryn]

Hello @Birdbc1, 

Thank you for bringing your concern to our attention and posting it in the community. I apologize for the inconvenience you're experiencing with your Nest Camera.

I understand that you're trying to factory reset your device, but after multiple attempts, the device is still showing a green light, indicating that the reset was unsuccessful.

Before trying any additional steps, could you please share the following information:

• Is there any damage to the reset button?
• Is the button sunken?

In the meantime, you can try performing the factory reset again, but instead of pressing the reset button for 12 seconds, let's try holding it down for approximately 1-2 minutes while the device is plugged into the charger. Please remember to avoid using anything sharp, such as a needle or thumbtack.

Please let me know how this goes so we can continue working together and ensure your device functions properly

Thank you, 

Catheryn. 

[Birdbc1]

Hello,

There is no damage to the reset button and it is not sunken.

When I hold down the reset button in for a long period of time with the device plugged in as you suggested, here is the sequence of what happens:

At 5 seconds, the white light comes on and stays on. At the 1 minute point, the white light goes out for 5 seconds then comes back on. I held the reset button down for this sequence for 4 minutes and the same sequence of the white light repeated every minute without it going to yellow initiating the factory reset.

Thanks

[ByronP]

HI Birdbc1,

Thank you for your response.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know once you're finished. We'll have someone to reach out to you via email from there.

Let me know if you have any further questions.

Regards,

Byron