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Nest audio will not respond after reset

TT
Community Member

Tried to connect my Nest audio pair to my new router (Nest wifi). I could not get them to update to the new router so I did a factory reset on both. One connected to the new router with no issue, the other no longer responds, when plugged in it makes no sound and only shows alternating white lights for a few minutes like it is searching for something and then goes blank. Does not respond to hey Google and the volume buttons and  factory reset do not respond to touch. When mic switch turned off and on she makes no response. Have I broken her somehow? What am I missing? Thanks.

1 Recommended Answer

TT
Community Member

I ordered mine through the Google store.

Make sure you have your ordering details. Receipt.

Scroll to bottom of screen and select "Contact us"

Follow steps 1-4. 

For step one I would just type in "replace defective device"

They will want you to choose a "reference" ignore those options and just click next step.

You should get sent directly to step 4 and get a chance at chat or a call back.

Eventually you will get to chat with a person.

They will run you through all the diagnostics for the device. It may take an hour or more. 

If yours has the same problem as mine it won't be fixable and they will kick it up higher to the technical folks who can arrange an exchange. 

Good luck

View Recommended Answer in original post

9 REPLIES 9

bgubiligari
Community Member

i am also having the same issue

TT
Community Member

It took about a week of chatting and calling customer service. There was no fix. I had to send it back for a replacement. 

bgubiligari
Community Member

Can you please let me know the process to request replacement ?

TT
Community Member

I ordered mine through the Google store.

Make sure you have your ordering details. Receipt.

Scroll to bottom of screen and select "Contact us"

Follow steps 1-4. 

For step one I would just type in "replace defective device"

They will want you to choose a "reference" ignore those options and just click next step.

You should get sent directly to step 4 and get a chance at chat or a call back.

Eventually you will get to chat with a person.

They will run you through all the diagnostics for the device. It may take an hour or more. 

If yours has the same problem as mine it won't be fixable and they will kick it up higher to the technical folks who can arrange an exchange. 

Good luck

Jake
Community Specialist
Community Specialist

Hey all,

 

Sorry for the late reply. I wanted to follow up and see if you are still in need of any help with your device not responding? I understand this is not an ideal situation. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey all,


I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

TT
Community Member

Thanks for checking in. I had to have the unit replaced (see my response to bgub above) No issue with the new Nest Audio so far. 

Jake
Community Specialist
Community Specialist

Hey TT, 

 

Glad to hear you were able to get the device replaced, and everything is working great. With the issue being resolved, I am going to lock the thread at this time. If you have any questions from here, please feel free to create a new post.

 

Best regards,

Jake

Rafi-Levy
Community Member

same issue, so frustrating