Google Nest Community

"1. Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while you plug the device back in. Release the volume button once the device turns back on.)
2. Attempt a factory reset once the device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)"

I don't know if it will work; it didn't seem to for the customer on this post.

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-nest-hub-stuck-on-factory-reset-...

Muddi · ‎05-10-2023

Hello michaelk81,

Checking in — have you tried the steps provided by MplsCustomer. Let us know if you still need help and we're glad to further assist you.

Cheers,

Muddi

enricoros · ‎05-21-2023

Experiencing the exact same problem. Factory reset got it to a state where it shows the G logo, after a while the screen goes back, and restarts.

michaelk81 · ‎05-10-2023

Hi Team,

yes I've tried those suggestions. the device remains in the factory reset device loop.

Regards,

Michael

Muddi · ‎05-10-2023

Hi michaelk81,

Thanks for the information. Could you tell us when and where you purchase your device?

Cheers,

Muddi

Muddi · ‎05-13-2023

Hi there,

I'm just checking in to see if you still need help with your device.

Cheers,

Muddi

michaelk81 · ‎05-13-2023

It’s out of warranty but I still want it repaired. Have original receipt. Officeworks have washed their hands of it, even trying to get it repaired.

Muddi · ‎05-14-2023

Hey michaelk81,

What country are you located in?

Cheers,

Muddi

michaelk81 · ‎05-14-2023

Australia

Purchased 17th December 2019.

michaelk81 · ‎05-19-2023

@Muddi any updates on how to proceed?

enricoros · ‎05-21-2023

Experiencing the exact same problem! Factory reset got it to a state where it shows the G logo, after a while the screen goes back, and restarts.

Muddi · ‎05-21-2023

Hi michaelk81,

Sorry for the delays. Please fill out this form with all the needed information so we can further check what's going on with your device. I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out.

@enricoros: Have you tried the steps shared by @MplsCustomer? If yes, please provide the information below:

When did you first notice the (stuck on “G” logo) issue?
Was the device already in this state when you first discovered it?
If not, was the device in use when it happened?
If so, what were you trying to do?
Did you unplug the device before you noticed the issue?
Was there a power outage shortly before you discovered the issue?
When and where do you purchase your device?

Cheers,

Muddi

enricoros · ‎05-22-2023

Hi @Muddi , Thank you for your response. I really appreciate it.

To answer your questions:

- I first noticed the issue on Friday when I tried to change some settings in the Google Home app. The app prompted me to reset the device to factory settings, which I did.

- The device was not in this state when I first discovered it. It started to show the "G" logo and rebooting after I performed the factory reset. Now it will show the "G" logo, the spinning dots after a bit, and do a black screen and reboot before showing any UI element. It will repeat this loop for hours. I tried unplugging it for long time, re-performing a factory reset by holding both buttons, but after initially showing up in the Home app, the device will try to update the firmware, and black screen and reboot before reaching 99%. And then the "G" logo will loop forever.

- The device was in use when the issue occurred. I did not unplug the device before noticing the issue. The only time I unplugged it was between factory resets as per the suggestions.

- There was no power outage shortly before I discovered the issue.

- I purchased the device on the Google Store on September 11, 2019

I hope this information helps you understand my situation better. It's sad that I was forced to reset the device by the Home app, and now it's stuck in this loop.

Muddi · ‎05-22-2023

Hey michaelk81:

Thanks — we got your form and have sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you.

@enricoros: I appreciate all the information. Please fill out the form as well. This form is only meant for you to use, so let me know once you’re done.

Cheers,

Muddi

Juni · ‎05-25-2023

Hi enricoros,

We haven’t received your form. Kindly fill it out so we can continue with the next step.

Regards,

Juni

Muddi · ‎06-06-2023

Hey enricoros,

We got your form — we'd suggest keeping track of your inbox as our team will be emailing you soon for more details. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Muddi

michaelk81 · ‎05-21-2023

@Muddi thanks! I've submitted the form.

Muddi · ‎05-28-2023

Hey enricoros,

I'm just checking in to see if you had the chance to fill out the form.

Cheers,

Muddi

enricoros · ‎05-28-2023

Hi, I'm travelling out of the country, will be back soon after which I can submit the form. Thanks for the follow up.

Muddi · ‎05-29-2023

Hi enricoros,

Got it! I'll keep the thread open for a few more days so you'll have enough time to fill out the form. Enjoy your vacation!

Cheers,

Muddi

Muddi · ‎06-05-2023

Hey enricoros,

Checking in, have you filled out the form?

Cheers,

Muddi

enricoros · ‎06-06-2023

Hi @Muddi , yes, just sent.

Google Nest Community

Factory Reset Loop