# Homey factory reset fails

**URL:** <https://community.homey.app/t/homey-factory-reset-fails/56969>\
**Category:** Questions & Help\
**Tags:** back-up\
**Created:** [December 21, 2021, 1:54pm UTC](https://community.homey.app/t/homey-factory-reset-fails/56969 "2021-12-21T13:54:58Z")\
**Posts on this page:** 6\
**Page:** 1

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**Author:** ![Sxnny](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sxnny/32/16764_2.png) [@Sxnny](https://community.homey.app/u/Sxnny)\
**Post date:** [December 21, 2021, 1:54pm UTC](https://community.homey.app/t/homey-factory-reset-fails/56969/1 "2021-12-21T13:54:58Z")

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Hi,

Because back-ups keeps failing after after multiple conversations I had with Homey support, I want to perform a back up restore (through factory reset) to see if this fixes the problem.

I followed the steps [in this topic](https://support.homey.app/hc/en-us/articles/360024602314-Resetting-Homey-Pro-to-factory-defaults#:~:text=Go%20to%20setup.athom.com,(for%20a%20factory%20reset).) . Everything works as planned till step 5. The following step is grayed out and stays grayed out after connecting to Homey through WiFi.

 ![IMG_4799](https://us1.discourse-cdn.com/flex025/uploads/athom/original/3X/4/1/41285e35ddb0c398031869c17858cb20e8524005.jpeg)

Any suggestions?

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**Author:** ![Peter\_Kawa](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/peter_kawa/32/173848_2.png) [@Peter\_Kawa](https://community.homey.app/u/Peter_Kawa)\
**Post date:** [December 21, 2021, 7:43pm UTC](https://community.homey.app/t/homey-factory-reset-fails/56969/2 "2021-12-21T19:43:13Z")

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First hit “Connect” (to HomeySetup) when it pops up.  
And use Firefox browser

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<div class="post-metadata">

**Author:** ![Sxnny](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sxnny/32/16764_2.png) [@Sxnny](https://community.homey.app/u/Sxnny)\
**Post date:** [December 21, 2021, 8:16pm UTC](https://community.homey.app/t/homey-factory-reset-fails/56969/3 "2021-12-21T20:16:28Z")

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Hi,

Thx for answering. I did homey setup appears when I’m connected to WiFi but when I connect to homey directly, I can’t click next as showed above. Maybe I miss what you mean.

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**Author:** ![Peter\_Kawa](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/peter_kawa/32/173848_2.png) [@Peter\_Kawa](https://community.homey.app/u/Peter_Kawa)\
**Post date:** [December 21, 2021, 8:28pm UTC](https://community.homey.app/t/homey-factory-reset-fails/56969/4 "2021-12-21T20:28:35Z")

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This should work…

> [@\[Factory Reset\] Why does the "Next" button stay disabled?](https://community.homey.app/t/factory-reset-why-does-the-next-button-stay-disabled/56711/2):
>
> I think using Firefox browser is key

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<div class="post-metadata">

**Author:** ![Sxnny](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sxnny/32/16764_2.png) [@Sxnny](https://community.homey.app/u/Sxnny)\
**Post date:** [December 22, 2021, 7:12am UTC](https://community.homey.app/t/homey-factory-reset-fails/56969/5 "2021-12-22T07:12:12Z")

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Wow, that did the trick. Athom advises Chrome, but as it seems, the installation/setup wizard only works in Firefox. Thanks a lot!

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<div class="post-metadata">

**Author:** ![Sxnny](https://sea1.discourse-cdn.com/flex025/user_avatar/community.homey.app/sxnny/32/16764_2.png) [@Sxnny](https://community.homey.app/u/Sxnny)\
**Post date:** [December 23, 2021, 7:57am UTC](https://community.homey.app/t/homey-factory-reset-fails/56969/6 "2021-12-23T07:57:14Z")

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Hi Peter,

Any advice when I can’t pass the update step? I choose the option to not install updates, because it was hanging on the step en then the only screen I see is: Please wait… (url: [Homey Setup](http://setup.athom.com/#?view=user_check))