Google Mesh Router will not complete reset. AC-1200 (GJ2CQ)

[RyanSymnz]

2 days ago I received an alert through my Google Home app that one point of a four point mesh network was disconnected. When I got home from work I found that the app identified it as disconnected and it had a solid blue light. I tried power cycling for it only to return to a solid blue so I began the factory reset process. 

• Unplugged for approximately 10 minutes.
• Hold reset button and connect power.
• Unit lights white and then turns to flashing blue.
• Release button. 

According to the documents it should then move to pulsing blue and allow for a setup but it never moves from flashing to pulsing. 

I left it overnight flashing and have repeated the process a few times for different time periods and never gotten past fast flashing blue. 

Last night I left it unplugged for 8 hours and tried to reset again and am still stuck with flashing blue after 2 hours. 

Any suggestions on how to move forward are appreciated 

[RXShorty]

Hi @RyanSymnz 

Does the WiFi router shows up in your Google Home app to setup? 🙂

Flashing/blinking blue light should mean it is setup mode. 

https://support.google.com/googlenest/answer/7183148 

[RyanSymnz]

It does not show up in the google home app to be added. 

From the google documents it says it will flash blue and then move to a pulsing blue when it’s ready for setup and it never gets to that point. 

https://support.google.com/googlenest/answer/6246619#zippy=%2Cgoogle-wifi-point

1. Unplug your point from the power source.
2. Press, then hold the factory reset button on the device. While holding down the button, plug the power cable back in. Continue pressing the button for about 10 seconds. Your point will flash white, then blue. When it flashes blue, you can release the button.
3. The point will continue flashing blue for about 45 seconds, then turn solid blue. This process can take up to 10 minutes.
4. Wait up to 10 minutes for the device to fully reset.
5. Once complete, your point will pulse blue to indicate it's ready for setup.

[RXShorty]

Hi @RyanSymnz 

Hmm ok. Maybe a weird question, but did you hold the reset button for over 15 seconds? If so, that cancels the factory reset. Perhaps it's worth a shot doing the reset with a timing device by hand; it is pretty picky about the 10 seconds reset. 

[RyanSymnz]

I have tried it for the correct amount of time. If you hold it too long it will move to a flashing orange light and the reset will not continue. 

“Note: If you hold the button for too long (>15 seconds), the device will start flashing orange and won't factory reset. In this case, unplug and try again.”

[RXShorty]

I am out of options as you have tried a lot already. 🙄

My best guess right now is to reach out to Google Nest Support.

[olavrb]

The doc about factory reset does not tell you to unplug power before initiating factory reset by the physical button if over a certain firmware version, which you certainly are.

---

If the firmware on your Google Wifi point is earlier than 13729.57.27:

1. Unplug your point from the power source.

Etc.

---

But if that does not work either, the unit might be defective. If it's within warranty you might get a new one.

[RyanSymnz]

I am unable to check the firmware version on this unit but the working partner units are all beyond the firmware mentioned in the document. 

I was not able to initiate a reset with the unit plugged into power, only if unplugged and the button held while plugged in. 

I will reach out to google about the unit being defective. They were all purchased January of 2022. 

[RyanSymnz · Accepted solution]

Google Nest support is moving forward with warranty replacement. This unit is defective. 

Thank you for your input @RXShorty and @olavrb 

[Jhonleanmel]

Hey there, 

Thanks for the help here, @RXShorty and @olavrb.
@RyanSymnz, awesome — glad to hear that and thanks for getting back to us. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Best, 
Mel

[Jhonleanmel]

Hi everyone,

As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,
Mel