after factory reset all settings remain and am unable to setup

[db11]

have followed factory reset instructions ...get countdown ...then tone....then no light....press button and it says ready in the basement....with looping blue ring.

have moved and not on same network hence the need to reset and reconnect to new account

[H-Man]

I had this problem a few years back. Despite following the factory reset instructions, the Protect still retained some “old” configuration, the giveaway was that it still thought it was in the Hallway.

i was guided to replace the batteries with new Energiser cells, which didn’t resolve the issue either.

Finally, a helpful Admin got in touch and I got a replacement (excellent service).

Could one of the Admins please pick up from here?

[BRPDX]

I am having the same problem. 4 of the 5 were able to connect to the new wifi and each other (as seen in the Nest app) but the 5th continually gives error/unable to connect message. I have done the reset. Removed it from my account, trying to re-add to new (different) wifi network. Frustrating to say the least.

[db11]

admins...please chime in

[EdwardT]

Hi folks,

@BRPDX, thanks for sharing the steps that worked for you. Please observe it for now and let us know if anything comes up.

@db11, how's it going with your Nest Protect? Were you able to try the steps that worked for BRPDX? Let us know if you have questions and we'd be glad to assist.

Thanks,

Edward

[db11]

Still not resetting. Called in. After repeated reset attempts was told upper level support was “too busy” to assist the level 1 so call back again!?!?

[EdwardT]

Hi db11,

Thanks for the update. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[janthadeus]

Hey there,

We haven't received your form. Were you able to fill it out? Do you still need help?

Thanks for the help here, Edward.

Regards,

JT

[db11]

filled out form....

[janthadeus]

Hi 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.

Best,

JT

[Frustrat87 · Accepted solution]

I have the same problem. No help on line. Administration ignores. After over $400 in smoke detectors that can’t connect to Wi-Fi I won’t touch another Nest or Google product. 

[BRPDX]

Follow up: I was able to reach someone at Google/Nest fairly easily. She directed me to hold the Nest Protect that would not join within 1 foot of a unit that was already connected. Previously I had been several feet away, so I got up on a step stool. It connected immediately. So if you are having problems, this might be worth a try (the other units had joined from a few feet away, but not as close as 1 foot). I don't think one should have to be that close (ideally) but in this case it did solve the problem. The app shows all units on line now.

[H-Man]

@BRPDX  Great to hear you’re up & running.

Sounds like a good tip that deserves to be shared 👍