topic Re: Hub stuck on grey ‘g’ screen, factory reset not helped in Speakers and Displays

Hub stuck on grey ‘g’ screen, factory reset not helped

Tizzle — Thu, 02 Sep 2021 14:28:46 GMT

Hub stuck on g screen factory reset brings it back to g screen. Power off overnight, no change.

Nest Hub won't connect after factory reset

Rdianco — Fri, 27 Aug 2021 17:10:46 GMT

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Craig Elston

I'm trying to connect my Nest Hub to a new WiFi network. I've reset the Hub to factory defaults and it won't connect.

I go through the setup procedure and the Hub gets as far as displaying a screen saying connected, Follow the instructions in the Google Home app.

I complete the app, but the hub screen stays on the message above and the voice complains about something went wrong, try again later.

I can ask about my schedule and it seems to work, but when I ask for music it complains.

If I reboot the Hub the setup steps I've been through are lost and I have to go through the whole process again.

Any ideas.

Re: Nest Hub won't connect after factory reset

Rdianco — Fri, 27 Aug 2021 17:12:43 GMT

Hi Craig Elston,

I am sorry that you are encountering this connectivity issue with your device. I understand your concern. The Google team is aware of this issue and is investigating a possible cause. There are no other steps to take at this time to troubleshoot.

I just wanted to check in, has this issue resolved on its own for your device?

If YES (has been fixed), could you please send feedback with the words: "GHT3 Nest Hub link account issue fixed" with an explanation of the situation?

If NO (has NOT been fixed), could you please send feedback with the words: "GHT3 Nest Hub stuck on link account screen" with an explanation of the situation?

Your feedback is greatly appreciated, as it will help our engineering team address this issue.

- From Frances (Community Specialist)

Nest Hub Bricked After Recent Update

kench362 — Thu, 02 Sep 2021 00:24:54 GMT

My Google Nest Hub had been working just fine until a few weeks ago.

It restarted after a recent auto update and now it's been stuck on the infamous grey screen with G logo ...I've followed all the suggestions listed in another support thread: https://support.google.com/googlenest/thread/111194794/og-nest-hub-bricked-or-broken?hl=en

But nothing works. I cannot get the device to enter recovery mode or factory reset.

This is a first generation Nest Hub which obviously means its now out of warranty, but, there was nothing wrong with the screen, speakers or WiFi. Hoping your techs can come up with a way to recover my device or push out a new software fix. It would be a shame to have to landfill a perfectly good electronic device.

Thanks.

Re: Nest Hub Bricked After Recent Update

arl3cchino — Thu, 02 Sep 2021 02:34:22 GMT

Is that what it is??? My hub has also been acting up the past 2 weeks. It hasn't bricked yet but when using it to play spotify or trigger lights in the house it will freeze and i'll see the grey G on the black background too. My lights are on a routine and every day i hear the "google has encountered a problem with four lights" message. i wasn't aware of the update.

Re: Nest Hub Bricked After Recent Update

kench362 — Thu, 02 Sep 2021 02:53:39 GMT

I went onto Reddit and the Google Nest Community Forums and there were hundreds of similar posts from other Nest Hub owners with multiple devices in their homes all freezing or bricking during the past few weeks. I didn't think this could be a coincidence lol.

Obviously I don't think this was intentional on the part of Google, but clearly they mess'ed up big time. These were all perfectly fine devices which might have to go into the garbage heap if they can't be recovered. Other posters who contacted support were told if their devices were outside the 1 year warranty period, they'd have to just buy a new replacement ...that's ridiculous cuz who's to say in years time they send out another botched auto update.

Re: Nest Hub Bricked After Recent Update

gmuj — Thu, 02 Sep 2021 05:58:02 GMT

You can still do a factory reset by holding (and keeping) both volume up and down before powering up the device. However, because of recent updates, after a while the device will freeze and you may need to do that again.

Re: Nest Hub Bricked After Recent Update

kench362 — Thu, 02 Sep 2021 06:40:17 GMT

Yeah I've tried that already, along with other suggestions from the Community Specialists like holding just the down volume before powering up as well as restarting the device 10+ times etc... nothing has worked for some us with the older devices. The hub never enters recovery mode and we are just stuck with the blank screen and G logo.

Re: Nest Hub Bricked After Recent Update

gmuj — Thu, 02 Sep 2021 07:07:02 GMT

One trick that might work is also to turn off your router before doing this.

Re: Nest Hub Bricked After Recent Update

gmuj — Thu, 02 Sep 2021 07:10:57 GMT

Don't know if you tried it, but did you keep holding the volume up and down at least 10 seconds while the device is powering up?

Re: Nest Hub Bricked After Recent Update

JDub — Thu, 02 Sep 2021 13:36:56 GMT

I have the same issue. Grey screen with a ‘G’ very unfortunate and frustrating. Time to go with Amazon devices I guess. Can’t believe Google has no real solution. Tried the suggested options. Brick. 🧱

Re: Nest Hub Bricked After Recent Update

kench362 — Thu, 02 Sep 2021 14:41:01 GMT

No difference, goes to blank screen just the same.

Re: Hub stuck on grey ‘g’ screen, factory reset not helped

JillG — Thu, 02 Sep 2021 15:08:48 GMT

Hey Tizzle,

Are you using the original supplied power adapter that came with your device? Try using a different power outlet in your house and try to reboot.

There is a possible workaround. Not sure if this will work but you can try:

Place the device in Recovery Mode (unplug the device then hold down the volume button while plugging device back in. Release the volume button once the device turns back on.)
Attempt a factory reset once the device boots into Recovery Mode (hold down both volume up and volume down buttons at the same time.)
If the device recovers, send feedback from the device using the keywords “GHT3 Nest Hub stuck on G logo resolved”.

Keep us updated!

Jill

Re: Hub stuck on grey ‘g’ screen, factory reset not helped

Tizzle — Thu, 02 Sep 2021 15:45:15 GMT

Using original power supply tried in another outlet no change. Device can get to recovery mode screen using step described above, however factory rest from recovery screen just takes me back to g screen

Re: Hub stuck on grey ‘g’ screen, factory reset not helped

JillG — Thu, 02 Sep 2021 16:19:26 GMT

Can you let us know the exact model device you have and your region/language settings?

Thanks!

Re: Hub stuck on grey ‘g’ screen, factory reset not helped

Tizzle — Thu, 02 Sep 2021 16:49:19 GMT

Ga00516-gb

united kingdom

Re: Hub stuck on grey ‘g’ screen, factory reset not helped

JillG — Thu, 02 Sep 2021 16:54:11 GMT

I'm going to escalate this over to a Community Specialist and see if they can offer any more help.

Thanks for replying and appreciate your troubleshooting efforts.
Jill

Re: Nest Hub Bricked After Recent Update

MKK — Thu, 02 Sep 2021 19:45:04 GMT

Same happend to me.Just stuck on black Screen with G Logo on it. Google Bricked our Devices.Hope they do anything about it. Shame on Google.

Re: Nest Hub Bricked After Recent Update

kench362 — Thu, 02 Sep 2021 21:27:22 GMT

FYI - I got in touch with someone from Google Support today. They confirmed that the recent OS update has bricked hub devices with certain firmware revisions. They've been flooded with similar calls from other customers with this exact same problem.

I opened a case with Support and sent them my serial no, original reciept & photos to prove the device was not damaged due to misuse. The matter has been escalated & I am waiting to hear back as to whether or not they will send a replacement or offer some alternative remedy.

Re: Hub stuck on grey ‘g’ screen, factory reset not helped

Mrs_P — Thu, 02 Sep 2021 22:50:42 GMT

I am having the same issue. I am able to factory reset by unplugging, holding down the volume buttons, then plugging power cord back in-but then still stuck on grey “g” screen.