Frozen G on screen

[Darrant]

Hi,

Home hub frozen on grey screen with G. Done factory reset, unplugged 11 times, just going round in circles. Doesn’t go any further than that. Help!

Thanks

Darran.

[Azarco]

Hey Darrant,

Thanks for posting — let's see what's going on with your Google Nest Hub.

A few questions:

• When was this issue (stuck on gray G logo) first noticed?
• Was the device already in this state when you first discovered it?
  If no, were you in the middle of interacting with the device when it happened? If so, what were you trying to do?
• Did you unplug the device or was there a power outage shortly before you discovered this issue?
• Did you use the official power adapter that came with the Nest display?
• Have you tried plugging the device to a different power outlet? 

Give these steps a try:

1. Put the device in Recovery Mode (Unplug the device, then perform a long press on the volume up and volume down buttons while the customer plugs the device back in. Once the device turns back on, release the volume buttons.)
2. Once the device boots into Recovery Mode (a long press on both volume up and volume down buttons at the same time), attempt a factory reset.

Let us know how it goes.

Best,

Alex

[Maddybc]

I’m having the same issue. I’ve done a factory reset 5 times and unplugged the device 10times. Still showing a grey ”g”. 

[Azarco]

Hey Maddybc,

We're sorry for the trouble. We'd like to take a deeper look into this — could you fill out this form and let me know once you're done?

Thanks,

Alex

[Darrant]

Hello. Thanks for replying. I’ve done all that and still no response other than the factory reset happens and then on restart frozen G appears again. I’ve done it several times including unplugging and plugging in again 11 times. It first happened when my son came to connect our hub to a new router as we had changed broadband services. It was fine beforehand and had been connected to the old router fine. Yea I have tried a different power outlet and yes we are using the power lead that came with the device. Thanks! Darran.

[Azarco]

Hey Darrant,

Thanks for updating us. Could you fill out this form and let me know once you're done?

Best,

Alex

[Darrant]

Hi Alex,

Form filled out. Thanks. Darran

[Jake]

Hey Darrant,

Thank you so much for letting us know the form has been filled out. I wanted to jump in, and let you know that a case number has been created for you. Please be on the lookout for an email from our Team, and let us know if you have any trouble seeing that.

Best regards,

Jake

[Azarco]

Hey folks.

One quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.

Cheers,

Alex

[Darrant]

Still not fixed. Supposedly I’ve a Google ticket but not heard anything

[Muddi]

Hey Darrant,

We apologize for the delays. We got the form that you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel. Here's the case ID for your reference: 3-6263000032880.

Cheers,

Muddi