cancel
Showing results for 
Search instead for 
Did you mean: 

Google Home Stuck on Grey G screen

Chrisjpendleton
Community Member

Hello My Google Home device has recent just been displaying a dark grey screen with a light grey G. I’ve tried holding down the volume buttons to initiate a factory reset however the device just reboots to the same grey screen and stays frozen. Is there a fix to this?

4 REPLIES 4

davidking
Gold Product Expert
Gold Product Expert

Are you using the official power adapter and cable that came with your device? Have you tried plugging the device into a different power outlet and rebooting it? You can also try recovery mode followed by a factory reset by following the steps below.

  1. 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.)
  2. Attempt a factory reset once the device boots into Recovery Mode (hold down both volume up and volume down buttons at the same time.)

Hi David - yes I'm using the official power adaptor that came with the device and tried using multiple outlets. Did you read my post? I've tried going into Recovery Mode and factory resetting multiple times as well. I'm able to pull up the Recovery Mode screen and initiate a factory reset but once complete - the unit reverts back to the same grey screen.

Just following the normal factory reset steps won't put your device into recovery mode, so I find it best to double check you're aware you need to unplug the device and connecting it to power while holding the volume button down to do that. 

Appreciate you confirming you've tried those troubleshooting steps. I've shared this with the Google Nest community team, who can check on other possible options and next steps with you.

Muddi
Community Specialist
Community Specialist

Hey Chrisjpendleton,

Sorry for the delays. Appreciate @davidking for helping here.

I know how it feels to not have a working device when needed. I need to gather some additional personal details which shouldn't be shared on the public forum. Please fill up the form on this link so we can assist you further.

Let me know once done.

Cheers!

Muddi