Nest Protect model 06A (gen2) will not factory reset

[iherrick]

Hello, I have a Protect unit that will not provision via the app, nor am I able to factory reset it to erase the previous settings. Firmware is 3.1.0.9.  I run through the "erasing all settings" procedure, it counts backwards from 10 and says it completed.  When I push the button again it tells me it still thinks it's the basement unit, which tells me it did not indeed complete the erase I told it to do.

I filled out a support form yesterday but have not heard back from anyone.  Please help!

[EdmondB]

Hello iherrick,

 I'm sorry to hear about your experience with your Nest Protect. We'd be happy to take a look into this for you, but we haven’t received the form that you submitted. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

[iherrick]

I have filled out a second form, I hope it goes through this time.  I am trying to reset the device because when I try and add it to the app I get the message:

"Something went wrong.  This device (Basement Nest Protect) can't be set up. Factory reset this device by holding down the Nest button for 10 seconds. Then try setting it up again." 

The factory reset procedure does not erase the device no matter how many times I walk through it.

[Markjosephp]

Hi folks,

@iherrick, thanks for completing the form; we have received it. Soon, a member of our senior support team will contact you via email. So please continue the conversation there, and don't hesitate to create a new post for any future inquiries.

I appreciate the help here, Edmond.

Best regards,

Mark

[iherrick]

Thanks for confirming receipt of my support request form.  As of today I still have not been contacted by anyone despite filling out the form on 10/25 and again on 10/27.  Can you let me know if someone is planning on helping me?  Yes, I have checked my spam folder.

[zoeuvre]

Hi iherrick, 

Uh-oh! We'll continue monitoring your case and let you know once we get updates.

Regards,

Zoe 

[iherrick]

I really hate to publicly shame a company, but it's been 2 weeks and no one from Nest can be bothered to contact me over what is a very expensive piece of equipment I purchased from them.  Is this what your company has become?  I purchased multiple smoke detector units along with thermostats and was thinking about adding a camera system, but what kind of support is this???  This isn't an "uh-oh" kind of thing, it's a CUSTOMER SERVICE issue.  You don't just take people's money as say "good luck" to them, HOW CAN I GET SOMEONE TO CONTACT ME AND OFFER A SOLUTION TO MY ISSUE????

[iherrick]

3 weeks now, no love from Nest.  Very sad they take your money and disappear when their product doesn't work.

[Markjosephp]

Hello there,

It's me again. We know that this has taken some time. I want to assure you that we're doing everything we can to resolve it as quickly as possible.

I understand that this is a sensitive issue, and I've made a follow-up with our team for the status. In the meantime, if you come across other information you'd like to pass along or have further questions, feel free to reply.

Regards,
Mark

[ReinJansen]

I am running in to the same problem with 2 of the 4 Nest Protects I have. It is the same software version; 3.1.0.9. Resetting does not seem to work as the Nest remembers the location it has been programmed to previously. I can't get the Protects to work in the Nest App.

Besides that I am very disappointed that Google Home does not support Nest Protect, that is a horrible decision.

Regards,

Rein Jansen

[iherrick]

From reading other posts here, it seems to be a recurring bug in that software version.  It's a shame no one is getting back to me about it, but perhaps there is nothing that can be done so they're ignoring the problem in the hopes it will go away. 

A shame too because there appears to be a USB service port on the back of the Protect unit that a simple piece of software from Nest could potentially use to re-flash it and return the unit to service.

[Wim]

Same here...

[jcraigcx]

Me too. I have 4 Protects and one has been trouble from the beginning. It has appeared "offline" for years - and yes, I had support help me with it. Basically set up a new site and move all devices to it. That was a pain and only worked to resolve the problem temporarily. I decided to live with one of the 4 being offline. Then today, I thought "well its been years since I tried to fix this... maybe I can get it to work." Nope. Same errors and now I can't even get it back into the app. I filled out the form link provided above but don't expect much.

[iherrick]

I also tried the second site trick, it didn't work for me either.  It's pretty crummy that Nest support is burying their head in the sand on this one and purposely ignoring their customers who invested a lot of money into their product and success.  
So how about it, Nest?  Will you step up and do the right thing for your customers?