GJ2CQ Will not complete reset.

[Arpie]

Unit fell off network, though looked normal with solid blue.  Powered down, powered up with reset button pressed, released button after 10 seconds and blue flash.  Never went to blue pulse and not visible to others, or "Home" app.  Have seen threads in community about this and the conclusion is defective unit.  Do not know how to get it replaced.

[AbigailF]

Hello Arpie,

Thanks for posting. I'm sorry to hear you're having this issue. To confirm, are you using your Google Wifi as the main router? If yes, is the Ethernet cable from your modem connected to it while you're doing the factory data reset?

Best,
Abi

[Arpie]

Hi Abi,

This unit is not the main router.  There are 3 units total, the main and two slaves.  The failed unit is one of the slaves and the other slave is working well.  I have been unable to reset the defective unit, so it will probably need to be replaced if there is no other way to manage it.  Any other recommendations?

[LovelyM]

Hi folks, 

Thanks for lending a hand, Abi. 

We appreciate the detailed information, @Arpie. If you haven't already, try using another Google Wifi's power adapter for this unit. Plugging it into another wall outlet might also help.

If the solid blue LED status on the device persists, kindly fill out this form so our support team can get in touch with you over email. 

Keep me in the loop.

Regards, 
Lovely

[AbigailF]

Hey Arpie, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers, 
Abi

[Arpie]

Checking in.

[AbigailF]

Hello again Arpie,

A senior support agent will be reaching out to you. If you have any concerns, please continue the conversation via email. I'll lock this thread now. If you have a new question or concern, feel free to create a new thread. We'll be here to help.

Thanks,
Abi