My 2nd generation Nest camera (GJQ9T) will not factory reset

[aenlic]

I have tried unsuccessfully to use the reset button to factory reset my camera, and have spent 40 unproductive minutes online with a Google support rep. The camera DOES NOT reset, the light continues to blink white. I have also tried adding the camera using the Nest app, with no success.
I used this camera on another network for 2+ years, before moving to a new house. I need a factory reset in order to add it to my new network.
Can someone tell me if I should just throw this camera away and move on?

[MplsCustomer]

@aenlic 

Are you pressing the reset button for at least 12 seconds as described in the "factory reset" instructions here?

https://support.google.com/googlenest/answer/9252162?hl=en&sjid=10680650516164002208-NC#zippy=%2Cnes...

Some customers in this forum report having to try several times to get a factory reset to work.

The battery camera simply cannot be installed in the Google Nest app.

(We've had one for over 3 years, plugged in with the optional power cable, but have never had to do a factory reset.

[aenlic]

Yes, @MplsCustomer, I have followed the reset procedure meticulously.. this camera will NOT reset, and the Google rep I spoke with only knew how to recite the instructions over and over again. It's possible that my camera has been defective for the years that I used it, without ever having to 'test' the hardware reset functionality before now.
I honestly think that Google should offer replacement at a nominal cost in situations such as this. Not being able to reset the camera is a clear design flaw.

[MplsCustomer]

@aenlic 

The customer on this thread is also getting a flashing white status light when attempting a factory reset.  It seems Google Nest should address this.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Cam-won-t-reconnect-to-WiFi/td-p/6...

[aenlic]

Yes, @MplsCustomer , I noticed other threads with the same issue, but responses were blocked on the ones I found, so I started my own.

I'm guessing that Google doesn't even monitor these discussions, so remains detached from the poor customer experiences. I'm in software, and EVERY decent company has a community manager (and usually team) to stay in touch with their customer base.

TBH, I'm taking a look at alternative camera brands which are compatible with Google Home. The display and speaker products are stellar, and so is the camera IMAGE... but not the hardware support.

[lilyava]

I used this camera on another network for 2+ years, before moving to a new house. I need a factory reset in order to add it to my new network.

[Guarcax]

Hi folks!

@MplsCustomer thanks for your recommendations. 

@aenlic and @lilyava, thanks for posting in the community. 

I’m sorry for the inconvenience that you’ve been having when trying to factory reset your Nest cameras. I can see that the cameras were working for some years, and now you need to factory reset them. You’ve been following the process, but the light on the camera remains blinking white.

To further assist you, I need some extra information. Do you mind sharing a video or pictures about how you are following the steps to factory reset your device? And I will appreciate it if you describe the exact process that you are following.

I’ll be waiting for your response.

Regards,

Daniel.

[aenlic]

Thanks, @Guarcax. I only have a photo (below) of the serial number and six-digit code, none of the reset pinhole. I know, this is the part where you have to confirm that the procedure was followed; it was. I spent hours on the internet searching, know where the pinhole is, spent hours trying the reset, and spent 40 minutes with a support call which added no information, just a tech repeating the directions to me over and over.
I followed the reset procedure. It does not work, and from my internet explorations, I am not the only one in this situation.

[Guarcax]

Hi @aenlic!

Thanks for your reply.

I can see that you already know where the reset pinhole is and have spent much trying trying to factory reset your Nest Cam Wired 2nd Gen but the process is still not working even after contacting our team via call. In order to receive further assistance, please fill out  this form with all the necessary information, like the thread title or link and your username in the community. Once you've completed the form, let me know. Someone from my team will contact you shortly to help.
Keep me posted.

Best regards,

Daniel.

[aenlic]

Thank you @Guarcax/Daniel. I'll be interested in seeing the results of the email.

     Bob