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Google Nest Wifi pro router won’t factor reset

Dbojo04
Community Member

I recently got a the 2 pack of the Google Pro Nest Wifi router and it was working fine until the extender router stopped working I removed it from the app and tried to factory reset it. I hold the button on the bottom for 10s it flashes orange it turns solid and I let it go. Then it proceeds to go back to flashing white indefinitely never changes back to flashing blue after leaving it to flash white for days. Does anyone know what to do or fix it. 

7 REPLIES 7

olavrb
Platinum Product Expert
Platinum Product Expert

The old factory reset guidance says to hold the button for 12 seconds, does that make a difference?

The new guidance is missing this info for now:


I don't work for Google.

Dbojo04
Community Member

Nope, it just does the same thing over again. It goes flashing orange then solid orange and back to white flashing where it is still current stuck.

olavrb
Platinum Product Expert
Platinum Product Expert

Thanks for confirming. I've escalated the thread, hopefully Google can help you out.


I don't work for Google.

Dan_A
Community Specialist
Community Specialist

Hi Dbojo04,

 

Thanks for posting ― let's get this sorted out. A few questions: 

 

  • Are you using a modem/router combo from your ISP? 
  • When you said an extender, was it about the Wifi point that’s linked wirelessly to your Nest Wifi router? 
  • Is the SSID showing up during set-up?
  • What sort of activity did the network experience when the issue occurred?
  • Was there a power outage at the time the incident occurred?
  • Do you have any network security devices such as a firewall, or have specific settings on your network?
  • How was the factory reset done?

 

Also, kindly follow the steps to do a sequential reboot:

  1. Unplug the modem, router, and point from the outlet plug all of them back in.
  2. Make sure all Wifi devices are plugged in and connected to the same Wi-Fi network.
  3. Factory reset all Wifi devices. Refer to [How to] Factory reset Wifi devices.

 

Let us know how it goes.

 

Thanks for helping, olavrb!

 

Best,

Dan

Dbojo04
Community Member
  • Nope just have our modem that plugs into the Google nest pro WiFi 
  • Yes we had it in the living and noticed it stopped working and wasn’t connecting to the router and wouldn’t create the mesh WiFi.
  • No it doesn’t even show up when we try connecting it to the app.
  • The part of the house that the extender was wasn’t getting the same strong connection it was when we first got it.
  • No
  • No
  • The way we described in earlier post we’ve done it in every way we have been told to do a reset and it just goes back to flash white.
  • The main main nest pro WiFi router that is plugged into our router is working perfect and the network is up our problem is with the extender that won’t reset to add it back to our Google home app. 

Dan_A
Community Specialist
Community Specialist

Hello Dbojo04,

 

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

 

Thanks,

Dan

Dan_A
Community Specialist
Community Specialist

Hello there,

 

We haven't received your form. Have you had a chance to fill it out?

 

Kind regards,

Dan