topic Re: Why does my Nest Hub keep locking up at Google logo screen and also getting frozen black screen? in Speakers and Displays

Why does my Nest Hub keep locking up at Google logo screen and also getting frozen black screen?

Rdianco — Tue, 31 Aug 2021 19:25:44 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: Sean Waple

I have a Nest Hub model is H1A. I got it almost 2.5 years ago. It worked fine up until maybe a month ago. Randomly the screen will just go black and is unresponsive. The only way to get off the screen is rebooting. Most of the time it will fully reboot and it will be okay for a day or so but then the issue pops back up. Other times it won't fully reboot and it will just sit on the grayish screen with the white "G" Google logo and I will have to factory reset it to get past that.

Re: Why does my Nest Hub keep locking up at Google logo screen and also getting frozen black screen?

Rdianco — Tue, 31 Aug 2021 19:26:55 GMT

Hi Sean Waple,

Thank you for reaching out to the Google Nest Speakers and Displays Forum. I am sorry to hear about the issue of your Google Nest Hub stuck on a G logo and sometimes not powering on. We appreciate your patience during this time.

We ask all of you affected by this issue to try these new troubleshooting steps, it now has a 'Factory Mode' step listed.

For: Google Nest Hub (1st gen)
- Please ensure that you are using the official power adapter that came with the Nest display.
- Please plug your device in a different power outlet, and then attempt a reboot.
- If this issue is unresolved, please perform the workaround below:
  - Place the device in Recovery Mode
    - (unplug the device then hold down the volume button while plugging the device back in. Release the volume button once the device turns back on.)
  - Attempt a Factory Data Reset once the device boots into Recovery Mode
    - (hold down both volume up and volume down buttons at the same time.)
For: Google Nest Hub (2nd gen) and Google Nest Hub Max
- Please ensure that you are using the official power adapter that came with the Nest display.
- Please plug your device in a different power outlet, and then attempt a Factory Data Reset.
- If this issue is unresolved, perform the workaround below:
  - At the back of the Nest display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with G logo shows up
  - Repeat step one, 10 more times. (For a complete total of 11 times).
  - After plugging the power cord back in, wait a few moments for the device to reset. It will announce "Welcome to Google Home" to signify that it's ready for setup.
If issue is RESOLVED (after attempting steps above):
- Please share feedback from the device using the keywords “GHT3 Nest Hub stuck on G logo resolved.”
If issue is UNRESOLVED (after attempting steps above):
- Please comment on this thread.

Once again, I appreciate your patience and taking the time to troubleshoot this issue. I look forward to your response and helping you get this issue resolved. Please keep me updated! Thank you!

- From Frances (Community Specialist)

Re: Why does my Nest Hub keep locking up at Google logo screen and also getting frozen black screen?

Rdianco — Tue, 31 Aug 2021 19:27:47 GMT

Lol are you serious? I don't even know why people come here for help. Every single time they get a response it's just the most basic troubleshooting "advice"....

OF COURSE I'VE REBOOTED AND FACTORY RESET THE DEVICE.

Doesn't work. The latest firmware bricked the device. Yet I can't my money back or a replacement because it's out of warranty. It's pathetic that a warranty doesn't have a lifetime protection for devices that get bricked when automated firmware updates occur.

- From Sean Waple (Original Poster)

Re: Why does my Nest Hub keep locking up at Google logo screen and also getting frozen black screen?

Rdianco — Tue, 31 Aug 2021 19:28:31 GMT

Hello Sean Waple,

I shared these steps because it has a new 'Recovery Mode' step now. This is what is shared through our support team, and is a step we ask all to do before taking next steps. I am fully aware that you conducted a reboot and Factory Data Reset. Through your comments, it is obvious that this did not work you.

I made a case for you. With a Case ID, your issue is in a queue for help, and the support team should be able to resolve your issue. Your Case ID is: 2-4830000031409.

Re: Why does my Nest Hub keep locking up at Google logo screen and also getting frozen black screen?

masonrono — Tue, 09 Nov 2021 14:06:13 GMT

GHT3 Nest Hub stuck on G logo Un-resolved

I have tried all steps above and the device still just has a Colored G Logo in the center of the screen.