No funciona nest audio

[Lesguti1]

Restauré de fábrica el Google Home nest audio, esperé 15 min para que se reiniciara, sin embargo, sólo se encienden las luces, pero no habla y no se puede configurar.

Desenchufé y enchufé 11 veces el parlante y aún así, no funciona. 
Tampoco me permite volver a restaurar.

[tajennifer]

Hi Lesguti1,

Thanks for posting. I'm sorry to hear about the situation that you are experiencing with your Google Nest Audio that is not responding after the factory reset. I understand how frustrating it can be when things don't work as expected. But don't worry; help is here. I just need to ask for some information to provide the best assistance:

• What color of lights do you see on the device?
• How do you try to do the factory reset?
• Are you seeing the device on the Google Home app?

Please keep me posted. I'll be waiting for your response.

Best regards,
Jenny

[Lesguti1]

Muchas gracias.

Responderé a sus preguntas:

1. La luz de encendido es de color blanco.

2. Desactivé la voz en la parte posterior del dispositivo y luego puse el dedo en la parte superior del parlante, las luces se pusieron de color naranja, y luego de que la asistente preguntara si estaba segura de restaurar, no habló más, creo que no terminó de ser restaurado.

3. En la aplicación de Google Home no se reconoce el dispositivo de Google Nest.

[tajennifer]

Hi Lesguti1,

Thanks for your reply and all the information provided. I understand that you already tried to do a factory reset, but the device did not finish the process. In this case, the best recommendation is to process the factory reset with the next steps:

1. On the back of the device, switch the mic off. The LEDs turn orange, and it says "The mic's off" in the device's set language.
2. Press and hold (long press) the center of the Nest Audio that's near the top. After 5 seconds, the device begins the factory reset process. It says, "You're about to completely reset this device. Release to cancel" in the device's set language.
3. Continue to hold (long press) for about 10 seconds more until the Google Assistant plays a sound to signal the start of the factory reset process. After 5 more seconds, the device reboots and then plays the startup sound.

Please let me know how that goes or if you have questions during the process.

Best regards,
Jenny

[Lesguti1]

Muchas gracias por su orientación.

He intentado hacerlo nuevamente, en varias oportunidades, sin embargo no se ha podido llevar a cabo el proceso, ya que el botón del medio no enciende las luces, por ende, tampoco se pone en color naranja. 
Durante el día, enciende cada cierto tiempo las luces blancas, pero no emite sonido, no habla el asistente de Google y no lo reconoce la aplicación. 

[tajennifer]

Hi Lesguti1,

Thanks for your reply. I understand that you already tried the factory reset with the steps above, but it didn't work. Don't worry; let's try something different. Please, you’ll need to factory reset your speaker using this workaround:

1. Unplug the power cable from your speaker. Wait for 10 seconds. Plug it back in, and wait until all 4 lights on the top illuminate.
2. Repeat step 1, 10 more times.
3. After you plug your speaker back in for the final time, you'll need to wait a few moments for the device to reset. It will announce, 'Welcome to Google Home. To get started, download the Google Home app on a phone or tablet' to let you know that it’s ready for setup.

This solution could be tedious, but your patience is greatly appreciated.
Please let me know how that goes.

Best regards,
Jenny

[Lesguti1]

Gracias por la respuesta, sin embargo, como lo mencioné en un principio, ya intenté haciendo ese paso y no resultó. 

[tajennifer]

Hi Lesguti1,

Thanks for your reply and for confirming that you already tried the steps provided above. I understand that your Google Nest Audio is still not doing the factory reset. We are sorry for the inconvenience that this can cause. However, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Regards,
Jenny

[tajennifer]

Hello again,

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into the same situation or still need our help!

Regards,

Jenny

[Lesguti1]

Hola, si había rellenado el furmulario. Es probable que no les haya llegado. 

[tajennifer]

Hi Lesguti1,

Thanks for your reply. Could you please fill out the form again with all the information requested on it? Please let me know once you finish.

Best regards,
Jenny

[Lesguti1]

Hola, nuevamente rellené el formulario. Lamentablemente, creo que puse mal el nombre de usuario y escribí Leslie, en vez del que tengo acá me 

[tajennifer]

Hi Lesguti1,

Thanks for the information. Please keep an eye on your email; someone from our team will contact you as soon as possible.

Best regards,
Jenny

[Lesguti1]

Muchas gracias. 
Aún no recibo un correo, seguiré atenta.

saludos y buena tarde