I cannot factory reset my nest protect v2

[My0373]

I've had to change my WiFi. My nest protect will not factory reset. When I hold the button down for 10 seconds it just screeches and switches off when it has batteries in. I've taken it off the wall and have tried to re-add it. Tested using USB power instead of batteries, and replaced all the batteries. 

When I power it on with USB,  it just says "Ready in the hallway - press to test"

It then says "checking the network" (which obviously fails) 

I tried to do a warranty check, but as it's not part of my home yet ( I can't read it until it's factory reset) I can't run the check. Catch 22.

Can anyone advise how I can reset this thing without it just powering off, or at least start a warranty process?

Video of the issue here

https://photos.app.goo.gl/ZSjvifqD2paDj9ro9

Thanks

[Lance_L]

Hey My0373,

Thanks for reaching out to the Community and for sharing all the steps you’ve tried to fix the issue.

Since the steps didn't work on your end, I'd be happy to take a look into this for you. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Best,

Lance

[My0373]

Thanks, I'll complete the form now. 

[Jenelyn_O]

Hi there,

@My0373, chiming in — I received your form and created a case for you. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

I appreciate the input, Lance.

Regards,

Jenelyn

[My0373]

Thank you!

[zoeuvre]

Hello My0373, 

You're welcome! If you come across other information you'd like to pass along or have more questions, feel free to create a new post. 

Cheers,

Zoe