Nest Outdoor Battery Camera - factory reset doesn't work

[IvanK]

The camera went offline. Tried to restart it - didn't help. Deleted camera from Home app. Tried factory reset - it doesn't work. Holding down the reset button for 12 seconds - the light is still white. The camera reboots and the light turns green, then disappears. Adding it back to Home app doesn't work.

Model G3AL9

[MrHam]

Mine just started doing the same thing as well. Factory reset the thing 3 times, and still the video is unavailable. I'll get notifications that some one hit the doorbell but that's all. 

[GM9965]

Same. When I try a factory reset nothing happens. If I hold it for 5 seconds I get the white light but it still shows offline. I deleted it from home, but I cannot add it back. Is it junk, now?

Model: GWX3T

[EmersonB]

Hello everyone,

Thanks for reaching out here in the Community. We hear you and we wanted to help you with this.

Give these steps a try:

1. Locate the reset button on the back of your Nest Camera.

• Tip: The reset button on your Nest Camera is located on the back of the camera head.

2. Press and hold the button:

• At 10 seconds, the status light will flash yellow four times, and you’ll hear a countdown tone.
• At 12 seconds, the status light will be steady, solid yellow while the camera starts the factory reset, and you’ll hear a confirmation tone.

3. Release the button. Your Nest Camera will restore to its factory settings.

4. After the factory reset, your Nest Camera will appear as “Offline” in the app until you remove it.

To remove it from the app, open the app, tap on the device, then tap Settings> Remove device > Confirm.

5. To learn more, you may visit our public article about “Restart or factory reset Nest camera or doorbell”.

Looking forward to your response.

Regards,

Emerson

[GM9965]

Thanks but my camera light never flashes yellow and never makes the chime sound. It will only give me a white light after 5 seconds. I am getting it replaced. 

[IvanK]

Pressing the reset button on my Nest Camera and holding  for 5 seconds produces a white light, holding it for 10, 12, 20, 30 and more seconds doesn't result in the status light flashing yellow.

After releasing the reset button the camera restarts and the green light comes up when it detects motion. The battery was around 60% last time I checked before it went offline. Deleting the camera in the Home app succeeded, but adding it back doesn't work.

[EmersonB]

Hello everybody,

@choklitte, have you tried plugging it to a different wall outlet? How about using a different USB cable?

@MrHam, what is the light status of your Nest Camera after you reset it?

@GM9965, how's it going? Were you able to get your replacement from your alarm company?

@IvanK, try resetting it while charging.

Let us know your update here.

Thanks,

Emerson

[GM9965]

@EmersonB yes the alarm company replaced it and I was able to add it to Google Home. Everything is working so far 🫰

[IvanK]

Factory resetting while charging or not charging leads to the same outcome - white light comes up in 5 seconds, nothing happens while holding the button for longer (12, 15, 20, 30 seconds)

[choklitte]

@EmersonB yes I used 3 or 4 usb cables and different outlets. It's just not lighting up. I have exactly the same issue as @IvanK 

[EmersonB]

Hi everybody,

@GM9965, we appreciate your update. We're happy that it's all good on your end now.

@IvanK and @choklitte, we'd be happy to take a look into this for you. Please fill out our Contact us form with all the needed information. Let me know once you’re done.

Best,

Emerson

[IvanK]

Done - form filled out

[EmersonB]

Hey IvanK,

I've checked our system and found your form. Soon our support team will reach out to you through email. You can continue working with them in that channel.

Thanks,
Emerson

[choklitte]

I"m having the same issue now after having it for 1.5yrs. I don't get the chime to indicate that it has been factory reset. Are people having this replaced by Google or are you actually buying a new one??? This is not cheap for only 1.5yrs of life

[GM9965]

Mine was installed a year ago (almost exactly) by my alarm company. They are replacing it for free. 

[choklitte]

Nice! Lucky you 🙂 Thanks for responding

[EmersonB]

Hi folks,

@choklitte, I know how important it is to have a working Nest Camera and I wanted to know more about your concern to help you. Kindly share here the light status of your Nest Camera. Also, what is the battery percentage of it?
 

@GM9965, thanks for getting back to us and we're glad that your alarm company will replace your Nest Camera. In case anything comes up, you know where to find us.

Regards,

Emerson

[choklitte]

@EmersonB , I can't really tell how much the battery is because it's "offline" on the Home app. When I plug it in to charge, there's no light. The only light I get is the one after 5 seconds of pressing the reset button. Even after pressing it for as long as 30 seconds, nothing happens. There's no light and no chime to indicate it's doing the factory reset process

[MrHam]

I just reset my doorbell again. Light turned yellow and chime countdown. Removed from Home, reconnected to the network and still the camera says offline. The battery is at 68%. It was working fine and then poof now the camera is unavailable.

Model: Gwx3t 

[EmersonB]

Hey MrHam,

We appreciate you sharing here the steps you've done however, as long as it's not a pulsing blue light you'll not be able to connect it back to your app. Try charging it and try the reset steps I've shared above. Let us know how it goes.

Best,

Emerson

[MrHam]

So I tried again after I charged my doorbell to 100%, camera is still offline. Factory reset at full battery, deleted from the app and reconnected everything, camera is still offline. I haven't had the doorbell but a year and a few months. Feels like a waste of money now. 

[GM9965]

Could possible be a software bug? Seems a lot of users reporting issues. 

https://x.com/darrsil/status/1665721975833067522?s=46

[choklitte]

Thanks @GM9965 . The X thread seems to be that people are still getting notifications whilst offline. Unfortunately, I don't think that's my issue as I've never gotten any notifications since mine died.

[GM9965]

Same for me. No notifications. Besides, I deleted it from Home because I thought I could do a factory reset. Unfortunately, I could not get that to work. Good luck.