Factory reset doesn't seem to work.

[PhilipR1]

After some network changes, my 3 Nest Protects went offline. After several attempts to get them reconnected, I decided to do the factory reset.

Following the instructions found all over the interwebs, I pushed the button until it started saying the version number, released the button, got the warning and the 10 second countdown. So it *seems* to work.

But I still cannot connect. And if I press the button it says "Ready in the Living Room - press to test". So it does not seem to have cleared the settings. It is also not prompting for Language setup or anything else.

So it really seems as if the factory reset is not working.

I have seen two other posts from this year (2022) that seem to be having the same issue. But the only responses have been to repeat the instructions that we are already following.

***

A bit more info. The factory-reset-not-working problem only seems to be happening on one of my Protects. On the other 2 Protects (with a newer version number), it works fine.

For the problem Protect which is Version 3.1.4.3: After holding the button for 10 seconds and getting the version number, it gives the reset warning, and then counts down from 10. After the countdown, nothing seems to be reset. It still keeps its room assignment for example, and trying to connect from my iPhone during setup fails.

My other two Protects which are version 3.4.0.6. For these ones the "Erasing all settings" countdown is only 5 seconds, not 10 seconds, and the reset works, and subsequently running the setup from my iPhone works fine.

So... what is up with the Version 3.1.4.3 one that does not seem to finish the factory reset?

***

Help!

[07747513269]

i also have a similar issue. my broadband changed and since then i only have one nest protect which work. the other cant be connected saying error P018(0.65) dont know what to do. help

[EmersonB]

Hello PhilipR1,

Thanks for posting here in the community. I know how it feels when you can't re-add your Nest Protect to the Nest app. You may try removing your Nest Protect from your Nest app first then try to reset it to the factory default.

Keep me posted.

Regards,
Emerson

[PhilipR1]

Hi Emerson,

I have followed those instructions... removing the Nests from the app, then trying to do the factory reset.

As described, this worked fine for the two Protects (version 3.4.0.6) which do a 5 second count down before the reset. For these two, the reset seemed to work fine and they were able to reconnect to the network and app.

But the the other Protect (version 3.1.4.3) which does a 10 second count down before the reset, the reset does not seem to work (for example, it remembers the room name that was assigned to it), and it will not connect.

[EmersonB]

Hi PhilipR1,

Thanks for trying — we'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Emerson

[PhilipR1]

Hi Emerson,

Was there supposed to be a link to a form in message? I don't see one.

[EmersonB]

Hello PhilipR1,

I'm not sure why you're not seeing the link. Anyways, I updated it. You may try refreshing your browser. Let me know how it goes.

Thanks,
Emerson

[PhilipR1]

Hi Emerson,

The link did show up after you updated it. I filled out the form yesterday and submitted it. It said that the email was sent.

[EmersonB]

Hey PhilipR1,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.

Regards,
Emerson