Not possible to factory reset

[MikaCH]

Hi,

i got an email from Google informing that one of my Nest protector failed updating to the latest release (3.4.1rc1). 

I followed the instructions provided (1st getting the device closer to the router, 2nd run a network check, 3rd factory reset). As the first two steps didn’t help, I went with a factory reset. However, when adding the device to the app, I get an error message that I need first to run a factory reset. I made the process to reset the device at least 10 times, it doesn’t help. 

something is wrong with the reset. When the device gets on again, it still remember about its previous location. Any additional way to do a reset than pressing 10 sec on the nest button? 

[MikaCH]

Few additional details:

• i have three Nest Protect at home
• i reset all three
• the one failing to factory reset has a strange behavior: after the count down, I don’t get the message « hello » 

Any idea?

[EdwardT]

Hi MikaCH,

Thanks for reaching out and sharing the steps that you tried. I'm sorry to hear that you're experiencing this. We'd like to know more about this. Please fill out this form so we could investigate further.
 

Thanks,

Edward

[MikaCH]

Done, form completed and sent

[janthadeus]

Hey there,

Thanks for the update. We got the form you've submitted — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Thanks for the help, Edward.

Best,

JT