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Cannot factory reset: "Checking the network, just a moment"

Community Member
1.  Moved houses and brought my nest protect with me.
2. Deleted the devices from nest app and started a new house.
3. Added my doorbell and thermostat without problems.
4. Cannot add the Nest Protect in the app: "Something went wrong. This device (Hallway Nest Protect) can't be set up. Factory Reset this device by holding down the Nest button for 10 seconds. Then try setting it up again"
5. Followed the instructions here: but I never hear the version number, instead, after holding the button down for couple of seconds the Nest says: "Checking the network just a moment", eventually turns green and restarts. If I keep the button pressed for a lot of time pressed it eventually just beeps and tests the alarm.
6. If not connected via USB it will beep every minute.

Can you help please?

Community Member

Having the exact same problem here, except started with beeping for new batteries. Won’t recognise new batteries so have plugged it in and getting the same messages 😞

Community Specialist
Community Specialist

Hey folks,


I'm sorry to hear about your experience on your Nest Protect (battery). We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.




Community Member



Community Specialist
Community Specialist

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon.


@Rwjones, we haven’t received your form. Kindly fill it out so we can continue with the next step.



Community Specialist
Community Specialist

Hey Rwjones,


We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.


Thanks for the help, Alex and Edmond.