Nest Protect won't factory reset

[mherberg]

Identical to this post: https://www.googlenestcommunity.com/t5/Nest-Protect/Nest-Protect-refuses-to-reset-to-factory-setting...

I cannot factory reset my Nest Protect v3.1.3.2. After attempted reset with 10 second count it still reports "Ready. Upstairs. Ready to test." when button is pressed, confirming it will not reset. Similarly, it cannot be added to my Nest account or Wi-Fi.

Please advise. Thank you.

[DanCoco]

The overall lack of responsiveness or support (or even acknowledgement of issues) by Google of these LIFE SAFETY devices shows neglect and reckless disregard and has successfully eroded customer trust.

I think our best bet as a customer base is to make these problems known outside Google, so a trend can be established. Could you please take a moment to report this issue to the Consumer Product Safety Commission at: https://www.saferproducts.gov/IncidentReporting

[dog_]

I also have the same problem. Actually the exact same thing as the identical post. Version number and everything. It's so annoying.

[mherberg]

Will Google do anything for you? I'm thinking of sending a letter to their legal department. I've gotten no where with support.

[dog_]

No clue

[EmersonB]

Hi everyone,

@mherberg and @dog_, thanks for reaching out here in the Community and for sharing here the steps you've done. To confirm, do you have the wired or battery type of Nest Protect? Also, could you confirm if you're following the same steps below on how to reset your Nest Protect:
 

1. Press and hold your Protect’s button. It will chime and glow blue. Continue holding the button down.
2. Release the button when your Protect starts to say its version number.
3. Your Protect will start a verbal countdown and tell you it’s erasing all your settings.

• To cancel the factory reset, press Protect’s button again during the countdown. 

       4. After a few seconds your Protect will reset to its factory default settings. You can then go through setup with the app and add it to an account again.

Thanks for chiming in, DanCoco.

Regards,

Emerson

[dog_]

Battery

Yes. I've tried hundreds of times... If not thousands. It doesn't work, and I cannot add it to my account.

Edit: if you want to know some things I tried. I created a thread as well. https://www.googlenestcommunity.com/t5/Nest-Protect/Nest-Protect-Gen2-Cannot-connect-to-network-nor-...

[EmersonB]

Hello dog_,

Thanks for getting back to us. 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.

Regards,

Emerson

[mherberg]

This does not work. I've similarly tried it over 20 times.

[EmersonB]

Hello mherberg,

Thanks for getting back to us. Please fill out the form above so that our support team can check their options to help you out. Let us know your update here.

Best,

Emerson

[EmersonB]

Hi everybody,

@dog_, we wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.

@mherberg, we got your form. Someone from our support team will reach out to you via email to help you with your concern. Let us know if you have more questions in mind.

Regards,
Emerson

[dog_]

I filled out the form, but I didn't include my username. That was an error on my part.

[Jenelyn_O]

Hi folks,

@dog_, I received your form. 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. If you have any questions or concerns, please let me know as I'll be locking this thread after 24 hours.

I appreciate the help, Emerson.

Cheers,

Jenelyn