Nest Protect factory reset fails silently

[jtlinden2]

I am having the exact same problem that was reported in https://www.googlenestcommunity.com/t5/Nest-Protect/Factory-reset-doesn-t-seem-to-work/m-p/287897/th....

My Protect lost connection and I followed the support instructions that said I should remove it from my home in the app, then perform a factory reset followed by adding the device to the home again. This process fails when I try to factory reset the device. I follow the instructions to hold the button until the version number is being read out and it gives the reset warning and counts down from ten. After it is done and I press the button it behaves like it was not reset and says "ready in the kids room".

The Protect firmware is Version 3.1.4.3 according to the read-out. I have replaced the batteries with brand new Energizer Ultimate Lithium batteries as recommended. What else can I try to factory reset the device?

[zoeuvre]

Hi @jtlinden2 ,

Thanks for trying — we'd be happy to take a look into this for you. Can you give it another shot by pressing and holding your Protect’s button, It will chime and glow blue. Continue holding the button down until you hear the “press to test” from the device. Let me know how it goes. 

Best,

Zoe

[Jake]

Hey jtlinden2,

I wanted to check in and see if you managed to see Zoe's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Jake]

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,
Jake

[jtlinden2]

Hi Zoe and Jake, sorry for the slow response. I tried what Zoe suggested and pressed the button and continued to  hold the button down but it never gets to “press to test”. When I press the button and keep depressing it I hear the following sequence of voice prompts: "Checking the network, just a moment"... "Version number 3.1.4.3" ..." Erasing all settings in 10 seconds, press to cancel" ... "Erasing all settings"..."Checking the network, just a moment". After that the light is glowing blue for about 10 minutes but nothing happens until it says "Please try again later".

If I instead press the button once it says "Ready in the kids room" ... "Press to test" . If I then press the button and keep the button pressed it will start the same process as above: "Checking the network, just a moment"... "Version number 3.1.4.3" ..." Erasing all settings in 10 seconds, press to cancel" ... "Erasing all settings"... etc.

And, to be clear, after each reset it is still not reset.

Thanks,

Jan.