Google Home Hub stuck in Factory Reset loop

[melodien]

I have a 1st gen. Home Hub, which has rebooted due to a power outage. It has come back up in Recovery Mode. I have tried Factory Reset, but this doesn't work: it just goes back to Recovery Mode. I've tried unplugging it for a while and trying again, with no success. The manufacture date is 2018 so it must be out of warranty - any suggestions?

[Muddi]

Hey melodien,

Thanks for reaching out. I know how challenging it can be not to have a working device when needed. This is related to a similar trending issue on this link. Rest assured that our team is aware of this and is already looking into it. There's just some additional information that we need.

• Do you have the official power adapter that came with the Nest display?
• Have you tried plugging the device to a different power outlet?
• 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?

Since all troubleshooting steps has been exhausted, Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[melodien]

Hi Muddi

I am using the official power adapter that came with the Nest display

I have tried a different power outlet

The device is NOT stuck on gray G logo: it is in Recovery Mode and doing a factory reset is not bringing it out of Recovery Mode. Many factory resets have been done, and the device still goes back to Recovery Mode.

The device was in this state when I first noticed it.

There was  a power outage immediately before I discovered the issue.

I have completed the form as requested.

Regards

Melodie

[Muddi]

Hey melodien,

Thanks for the update. We got the form you've submitted, and we'll  send you an email about your concern. I'll go ahead and lock this thread now, and let's continue through that channel.

Cheers,

Muddi