Google Nest Point Gen 2 Stuck

[Charlie16]

Hello there…

So I have read through the whole internet trying to fix my Google nest Gen 2 (point, router works perfectly) that is stuck with 2 white lights and have tried every single method I have read online:

1. Reset button on the bottom won’t do anything.

2. Connect for 1 min and plug/unplug 10 times.

3. Hold reset button, disconnect while keeping it pushed and plug it back.

Any advice?nor I just got for myself a very expensive paper holder?

[DeboraJ]

Hi @Charlie16

Thanks for reaching out to the community! I understand that you're stuck trying to use your Nest Point Gen 2. I know how frustrating these issues can be, so let me help you with that!

Before we continue, I need to know some information about this inconvenience:

• Does your modem have an internet connection?
• Were there any recent power outages in your area?
• Is the issue with the parent point or the child point?
• Has your primary Wi-Fi router been set up before, or is it new?

Once you have this information, I will be more than ready to assist you!

Best Regards,

Debora

[Charlie16]

Hey Debora

answering your questions…

• Does your modem have an internet connection? Yes, modem working fine.
• Were there any recent power outages in your area? No
• Is the issue with the parent point or the child point? This is the child point, I was able to set up 1 child point but this one I am not able to make it work.
• Has your primary Wi-Fi router been set up before, or is it new? Primary router and 1 point working without any issues.

[DeboraJ]

Hi @Charlie16

Thanks for the information provided! I'm a little curious about some details of this case. After checking the information in our system, we noticed some discrepancies when searching for troubleshooting steps for the type of device and issue we thought you might have.

• If you don't mind, could you please tell me the exact model and type of device you have?
• If possible, can you share a photo of your device with us?

I know this process can be a bit overwhelming and tiring, but don't worry! All of this is to provide you with the best possible care.

Best Regards,

Debora

[Charlie16]

 Hello

This is the info I am able to read from the button of the point.

• Model H2E
• google RFC id: A4R-H2E

also attaching picture.

[DeboraJ]

Hi @Charlie16

Thanks for the information! I appreciate you sharing it. To fix this issue, let's try a factory reset on your device. Here's how:

• You'll find a small button on the bottom of your device. You can use a paper clip or your finger to press it.
• Press and hold that button until you see a solid yellow light.
• When you see the yellow light, release the button.
• Make sure your device stays plugged in during the whole process.

Once you've finished, let me know if you see any changes or if the device is still stuck. I'll be here waiting for your update!

Best Regards,

Debora

[Charlie16]

Hi Debora

Still no changes, tried to reset it multiple times and is still stuck with the two white lights.

😩😩😩

[DeboraJ]

Hi @Charlie16

Thank you for performing the steps I sent! I appreciate your efforts. I'm curious about what happened during the factory reset:

• Did the device make any sounds during the factory reset?
• Could you please check your phone's available Wi-Fi networks and see if the device's SSID appears?
• Please look for a network name that includes "set up" and the device's setup code.

Please provide me with this information, and I can explore additional troubleshooting. 

steps for you. I'll be waiting for your response.

Best regards,

Debora

[Charlie16]

Hi Debora

Answering your questions:

• Did the device make any sounds during the factory reset? No sounds at all, when pushing the reset button, it does not react, continues with the 2 white dots, tried holding it it for several seconds several times and not reaction.
• Could you please check your phone's available Wi-Fi networks and see if the device's SSID appears? No, device does not appears, I have not been able to add to to my existing network.
• Please look for a network name that includes "set up" and the device's setup code. tried doing this but not recognized at all in network setting (tried doind it with 3 diferentent devices) but not recognizible at all.

[DeboraJ]

Hi @Charlie16

Thanks for letting me know! To receive further assistance, please fill out this form with all the necessary information, such as the thread title or link and your username in the community. Once you've completed the form, please let me know. Someone from my team will contact you shortly to help.

Please let me know if you have any other questions or inquiries! Also, please let me know once you fill out the form.

Best Regards, 

Debora

[DeboraJ]

Hi @Charlie16

I hope you are doing well. we haven’t seen your form submission come through, were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Keep me posted.

Best regards,

Debora