Next Protect won’t factory reset

[Ptcruiser7787]

I have a generation 2 Nest Protect. I have been trying to perform a factory reset on the device, but after following the instructions (holding the center button and releasing during the serial number call our), the device begins the countdown but begins alarming even though it isn’t connected to anything.  Please help!

I have read both forum posts, Reddits, and looked at Google’s/Nest’s own troubleshooting to no avail.

[jenniffert]

Hi Ptcruiser7787,

Thank you for reaching out to the community! I apologize to hear that your Nest Protect is having inconveniences completing a factory reset. I'm happy to help!

To assist you better, could you please describe the steps you're taking to perform the factory reset? You can also refer to this article for detailed instructions: Reset Nest Protect and erase all settings.

Additionally, it's important to note that a factory reset does not affect your Nest Protect's ability to detect smoke or carbon monoxide. The alarm will still sound if either is detected. Have you received any error messages through the Nest app?

Please keep me posted.

Best regards,

Jenniffer

[Jappa]

Mine does the reset, and says it is done. But the app keeps telling me that there are still old settings and that a factory reset is needed.

[jenniffert]

Hi @Jappa,

Thank you for reaching out to the community! I'm sorry to hear that you're encountering the same inconvenience with your Nest Protect. Help's here!

To help troubleshoot further, please confirm if you removed the device from the Google Home app after performing a factory reset. If not, it's essential to do so before setting it up again. You can find instructions on how to remove a product from your account here: Remove a product from your account.

Let me know how it goes.

Best regards,

Jenniffer

[Jappa]

Yes I did. And your link referred to the Best App, and not the Google Home app.

Next to this, the cables at the connector are damaged. Can I get spare parts?

[aperezdeleon]

Hello Jappa,

Thanks for your reply.

Because of the damage to your Nest Protect cables, we'd like to take a closer look. Please fill out this form. Doing so will allow my team to contact you directly via email. We can then gather more information and determine the best course of action to get your Nest Protect back up and running as soon as possible.

Please let me know once you've filled out the form. I'll keep an eye out for your response.

Regards,
Angel.