Nest Audio wont factory reset

[Dazzle1982]

Good evening. 

After linking my 2 Google nest audio devices (which have worked exceptionally well since they were purchased a few years back) to my tv via Bluetooth, thus ending their grouped connectivity, one of them is now totally unresponsive.  I cannot factory reset in the normal way and the 10x unplugging method also does not work. Is there anything more I can do? These really are an excellent piece of my google home system and would be absolutely gutted if one is now bricked through setting as Bluetooth or through an OTA update, which I have seen has caused issues in the past. 

Any support would be greatly appreciated.

Many thanks

[cifuentesj]

Hi @Dazzle1982,

Thanks for reaching out and providing detailed information. I understand that you're running into some issues when you try to perform the factory reset on your Google Nest Audio and won't respond, and I appreciate the troubleshooting steps you've already taken. I'm here to help you find a solution together.

To assist you with the best solution, I would like to get a bit more information:

• Were there any recent changes to your environment, such as a change in Wi-Fi network or relocation of the device?
• When did this behavior first begin?
• Have you experienced any power outages in your area?
• Have you tried connecting the speaker to a different power source?
• May I know the model of your smartphone?
• Is the speaker's assistant working?
• Was the device dropped or knocked over?
• During the factory reset, did you notice any LED lights?
• Is there any sound you hear when you reset your Google Nest Audio to factory defaults?

Please keep me posted.

Sincerely, 

Jeremy.

[Dazzle1982]

Good morning. 

Thank you for taking the time to reply to me in the hope I may sort this issue. Please find below the answers to the questions you have posed.

• Were there any recent changes to your environment, such as a change in Wi-Fi network or relocation of the device?
• We have recently changed our Internet and this worked perfectly fine until this issue arose. We have another nest audio which continues to work fine.
• When did this behavior first begin?
• This issues was first noticed on Tuesday 4th November 2024
• Have you experienced any power outages in your area?
• Nothing of that kind, no.
• Have you tried connecting the speaker to a different power source?
• I have, and the issue still remains.
• May I know the model of your smartphone?
• My smartphone model is a Samsung z fold 4
• Is the speaker's assistant working?
• No, nothing is working at all. It is only showing a continual set of 4 white, static lights.
• Was the device dropped or knocked over?
• No, it has remained on a shelf since it was purchased.
• During the factory reset, did you notice any LED lights?
• The only thing noticed was that they would show a 4 static, bold lights and would continue to display this
• Is there any sound you hear when you reset your Google Nest Audio to factory defaults?
• There is no sound at all I'm afraid.

Once again, thank you for getting in touch. I sincerley hope you can help as i love the speaker and it has been an excellent addition to my home system.

[cifuentesj]

Hi @Dazzle1982,

Thank you for your timely response and the comprehensive information you provided. To assist you better, you can get a hold of our support team by filling out this form, and they can take a deeper look at your specific situation.

Please make sure you leave your community thread and community username. Once you've completed the form, please let me know. This will allow us to investigate the issue further and find a solution.

Please keep me posted.

Best regards,

Jeremy.

[Dazzle1982]

Good evening Jeremy, 

Thank you once again for getting back to me. I really appreciate your help. 

I have completed this form as requested and so look forward to hearing back from you.

Kind regards

Darren

[cifuentesj]

Hi @Dazzle1982,

We've received your form. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.

Warm regards,

Jeremy.