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Nest Doorbell (battery) will not factory reset

mojjow
Community Member

I purchased my Nest Doorbell in November 2021 and it had been working just fine for about 5 months.  A few weeks ago I noticed that it lost wifi connection.

I went through all the troubleshooting tips to reestablish the wifi connection but nothing has worked. 

I tried a normal reset (5 seconds via the pin on rear) and instead of a solid white light, it turns on a green light and a solid white ring around the button. Doorbell does not reconnect.

I also tried the factory reset and that has no effect. The green light and white ring come on after 5 seconds, even though I am continuing to hold the reset button, and stay on for a period of up to a minute. Then they go off and sometimes come back on - but always together - green light and solid white ring.

App says it is offline still, so I tried removing it from there, and repeating the steps above. Still does not work.

I cannot factory reset the device, and have tried every possible suggestion found on this forum.

 

I want to submit a warranty claim, however, that does not work either!  When I attempt to submit the form I get an error, "Refresh this page and try again. Sorry, there was a problem with the form."  I have tried at all hours of the day and I still does not allow me to submit a warranty claim.  I have also tried to call the support number (1-855-469-6378) during support hours I get a busy signal.

 

Can someone help me get a replacement or a refund?

7 REPLIES 7

etm
Community Member

You will need to hold the pin in the reset button for at least 15-seconds.

it will chime at about 12-seconds then release the pin 5-seconds after.

mojjow
Community Member

Believe me, I have tried that multiple times.  The factory reset never worked.  I was finally able to get someone from support on the phone and they processed my warranty claim.  They are sending me a "refurbished" device because I was still under the 1-year warranty.

etm
Community Member

Question? Is the doorbell plugged into power while resetting it?

mojjow
Community Member

I have tried all the following ways to factory reset and nothing worked.  The device is defective, plain and simple.  I've seen quite a few other threads where people were describing the same problem.

 

  • 10-12 second press, 20 second press, and 30+ second press with all the following methods:
    • Unplugged & plugged in, only pressing reset button.
    • Unplugged & plugged in, simultaneously pressing the reset button and doorbell button.

 

 

Brad
Community Specialist
Community Specialist

Hey there,

 

Thank you for your patience! Unfortunately, we do not process Warranty/Replacement Requests in these Community Forums. If you are seeking a replacement, please contact Support

 

Best Regards,

Brad

aatienza
Community Specialist
Community Specialist

Hey folks,

 

Appreciate the help, Brad. I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 


Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey folks,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.


Thanks,

Archie