Unable to factory reset Google Wifi AC2200 router

[Adithya]

I followed the steps in google support 

The factory reset button is located on the bottom of the router. Look for a circle etched into the bottom.

1. Press and hold the factory reset button for 10 seconds. The light will flash yellow then turn solid yellow. When the light is solid yellow release the button.
2. This starts the reset process, which can take up to 10 minutes. Do not unplug the power cord during this process.
3. When factory reset is complete, the light on your router will pulse white.
4. After the device has been reset, the device will still appear in the Google Home app. To now remove the device, follow the instructions for app factory reset. To set up again, you’ll need to create a new networkand add any points again.

The problem is the router remains at step 2 above ( bright yellow) never moves on.

what should I do?

regards

Adithya

[Jeff]

Hey, Adithya.

Sorry for the issues you're having trying to get your router to factory reset. That sounds like a frustrating experience. Let's see what we can do for you.

Just to make sure, when you're starting to do the reset, it stays at the yellow light, or does the light go off and then fail to advance from there? At any point during a previous reset attempt, was the point ever unplugged?

We should be able to work this out. Just let me know exactly how it's hanging up and I'll know where to go next with things. Thanks.

[jianweichuah]

I'm running into this same problem in which the router is stuck in solid yellow light. I'm not able to get to the setup mode (pulsing white). I've tried multiple times by powering off, wait for 5 mins, power it back on again and tried to factory reset but didn't work. Any idea what else is missing?

[jianweichuah]

And the thing is, after I reboot the router the old network is still available as if factory reset never happened. It's been removed from my Google Home App so now I'm stuck with this and not able to set it up with my app again. 

[Dcekalla]

I hold the button down and it never flashes.  Just stays solid white 

[Jeff]

Hey, Adithya and jianweichuah.

This is an issue that seems really frustrating and confusing, but I'm also seeing something similar happen with another community member. I've referred the factory reset issue to an internal team and I'll update this thread when I hear more.

Thanks.

[Jeff]

Hey, all.

As a quick follow up, this is still being looked at internally. I don't have any updates right now, but I will be sharing them as I have them. In the meantime, has anything changed for either of you in regards to the factory resets? If so, feel free to share that here.

Thanks.

[jianweichuah]

I wasn't able to make any progress on fixing it despite spending 1 hour with the customer support going through all the steps suggested. 

[Adithya]

I have also not made any progress here. For now I have disconnected my mesh network and went back to my old wifi router to keep the daily activities running

[Jeff]

Hey, everyone.

Some time has passed here and I wanted to touch base with you all and see if we have had any luck making progress on this from your end. I still haven't received any work from our internal teams, but I'm still keeping an eye on that and on this thread. If anything has changed for you, just let me know.

Thanks.

[Ahsaan]

Same problem here, why does it take weeks to get an answer back?

[Jeff]

Hey, all.

It's been a while since I checked in, but I wanted to follow up real fast to see if everyone was still seeing the same issue. I haven't received word yet of a fix, but I wanted to see how those in the thread were doing with this. If anyone has seen any improvement, let us know. Otherwise, I'll definitely update when I know more.

Thanks.

[LoicR]

I am facing the same issue here, despite many attempt yellow light remain solid and never turned into complete reset.

what is the solution? I am surprise there is no standard answer to this kind of issue since many users are facing it

[Kempfcourtney00]

I am having the same issue, I’ve been spending 3 hours trying to figure this out, feeling crazy like I’m doing something wrong! Just now reading everybody else’s comments that are having the same issue and hoping somebody can get to the bottom of this soon!

[Adithya]

Still No luck Jeff. The Nest router won't go go beyond that point. It never moved beyond bright yellow

[Jeff]

Hey, everyone.

I just wanted to check in to see if you were all still having issues here on this. Also, have you tried the steps pnews456 just shared to manually reset the devices rather than going through the app? If you have and you are still having troubles, please let me know.

Thanks.

[LoicR]

@Jeff 

i tried many times the procedure. Got trouble shoot by Telcom provider but still not working.

is there a way to get a 121 replacement at least from Google?

[Jritch]

Yes get Google on the phone go thru the process with them on the line and when it doesn't work move the discussion on to replacement options if they don't bring it up themselves.

[Jritch]

Yes it seems like many of us here were not able to complete the simple reset process. Some never get past the blinking yellow, some never get past solid yellow. 

[steve_c_4887]

Yes, still having the same problem. I've gone through the manual process multiple times, with the same result: always stays solid yellow, even after leaving it for hours. Very frustrating.

[Jeff]

Hey, everyone.

It's been a while since I checked in, so I wanted to come back and see where you were all at with this. For those that haven't had any luck, have you tried multiple factory resets back to back? It sounds silly, but we've seen several users report that after 2-3 factory resets in a row that it will set up and function without issue. I know it's a bit of a burden to run through those steps, but it's definitely worth giving it a try if other troubleshooting efforts have not worked to this point.

Thanks.

[LoicR]

I personal did surrender after all the attempts and no answer for 121 replacement. I bought new one but different brand 

[wladykam]

Which brand and has it been working without flaw? I can’t have the internet go out like this for my job. Thought Google would provide a good product but seems their tech team won’t fix anything. 

[wladykam]

Brand is Netgear and product is Orbi. I’ve had fast internet without flaw/downtime. It’s a little pricey, but like you, I also can’t afford to be down with work so it’s definitely worth it. 

[TechHack]

Yes — I’m on my fourth consecutive reset and still just as stuck on solid yellow as I was the first time.

It’s insane that the OP was from a YEAR ago and there are still no answers to a problem that is apparently common enough to think it’s a Google defect of some sort.

We are basically sitting here with $600+ Google paperweights… and don’t need paperweights, because we live digital lives.

Perhaps my paper life was a better choice in some ways. Well, at least if I return to paper life, I will have all of these large, non-functioning tech pieces to both hold the papers down and simultaneously remind me of WHY I’m eschewing digital life. I guess they’re good for something after all. Yay Google?

[janembarrett]

hideous support. Done with google!

[Jeff]

Thanks for the update, LoicR. I'm sorry that you weren't able to find resolution here. If you wish to return to troubleshooting at any point, please let me know.

Thanks.

[Jeff]

Hey LaZyDayZ.

I feel you on the volume controls. Unfortunately that was a legal decision and there wasn't any way to keep that functionality intact. I used the volume controls for groups a lot myself. I'm hoping that we see a return of that if the legal hurdles can be handled.

[Jeff]

Hey, everyone.

I just wanted to check in once more to see if anyone here was still looking for input on this. If you still need some help, let me know.

Thanks.

[Slices]

Since it's taking Google an absurd amount of time to resolve something that sounds like a silly issue and Jeff keeps asking if people have the issue... Yes Jeff, I still do. Not that there is any solution on the horizon it seems. 

But just letting you know to keep the issue open and not make Google think 'it fixed itself'.

[TechHack]

I highly recommend the peaceful meditation I described above …

[TechHack]

Yes, Jeff. Still stuck as ever with my expensive solid yellow light Google Nest paperweight.  I’m now using it in a peaceful meditation… I’m in a gentle green meadow, blissfully hurling Nest Wifi point after nest Wifi point at whoever made the decision to provide no real answers to this enduring issue… the rhythmic expressions of pain on impact are soothing to my soul… It’s kind of like that old Bambi v. Godzilla short film…

[Jeff]

Hi, Slices.

There are updates happening, including a firmware release that is going out now, that is helping a lot of people clear up issues. When threads slow down I do like to check in and see if they're quiet because we're all in waiting mode or if people are finding resolution. As it looks like you're still struggling with this, I'm happy to keep the thread open.

Thanks.

[TechHack]

I ventured into this problem after the firmware release you described, so I’m going to go with… no. Didn’t resolve the issue. 

[Jritch]

Been stuck in the reset process for hours. I even got a Red light to flash for a bit. 

[TechHack]

Aw man! You get a red light?? I’m so jealous! I am eternally yellow…….

 

[steve_c_4887]

I'm having the same issue: following the instructions for a factory reset of a Nest Wifi Router described at https://support.google.com/googlenest/answer/6246619?hl=en, and it doesn't progress beyond a solid yellow light after a couple of hours. I've already deleted the home from the Google Home app.

Model number is H2D.

Is there any other way to force a factory reset with just the hardware?

[Jritch]

Not sure what other options there are for reset. After going through reset process with a Google customer care tech on the phone and making no ground they set up a free replacement via mail. Went and got a $90 Linksys as temporary replacement and it seems to provide better performance (Wifi-6 capable) for less money.

[janembarrett]

hope you were not holding your breath to get an informed and helpful reply from Google. Ever to to reach by phone? Shameful. Maybe they should spent less time and money on affecting election outcomes and offer real support. 

[Jhonleanmel]

Hey folks,
 

Thanks for reaching out, and I’m sorry for the inconvenience this has caused ― let’s see what’s going on.

A few questions: Are you factory resetting your Google Nest Wifi router while connected to the Ethernet cable from your modem? When was the last time it was working?

Give these steps a whirl:

1. Unplug your Google Nest Router from the power for 1 hour.
2. After plugging back in, wait for 2 minutes, before factory resetting with the Ethernet cable plugged in.
    

Let me know how it goes.

Best,

Mel