Google Home stuck on "G" display screen.

[joe19709]

Google Home device is stuck on "G" display screen after power on.  Tried all recommended fixes on forum, e.g., powered off/on 10x, attempted factory reset, attempted to put in restore mode.  I tried to reboot it through the app but it doesn't not see the device.  

Any recommendations?

Thanks, Joe

[SparklyMuffen]

Hi, 

I have the same issue. I have 2 x Nest Hub + 1 speaker. We had a power out which lasted all of 2 seconds. But 1 of the Nest hubs is stuck on G display. Regardless of what I do. & the app says it is Offline. H E L P?😣

[Jblittle]

I have same issue.   Hub display just stuck on the “G” screen.  Was working fine while playing music via Spotify then just froze. 

[Muddi]

Hey folks,

Thanks for sharing details about the issue here. I understand how it feels when your device is not working. 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. I'd like to gather some details:

• 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?

Please try these steps below that may help us fix the issue:

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.)

Let me know how it goes.

Cheers,

Muddi

[Jblittle]

Thanks for the follow up.  Here are answers to your questions

Have you tried plugging the device to a different power outlet? 

- Yes.  I unplugged the device from the original location, left it unplugged overnight and then plugged it into a new socket and still only got the G screen.

When was this issue (stuck on gray G logo) first noticed? 

Whatever day I posted to the community.

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? 

I was listening to Spotify music just prior to the screen going blank (no G).  I was talking to my daughter in the same room as the device and the music stopped during our conversation.  I looked at the screen and it was blank and not responding to any taps, finger scrolls, etc.  I unplugged the power cord from the back of the device, waited a minute and then plugged it back in.  That's when I was stuck on the G screen.

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?

N/A

I'll try the recovery steps you suggested and let you know

[Jblittle]

I followed the factory reset steps, but end up back on the G screen.   The device responded to my attempted steps (ex: I got the count down screen) but after several minutes I'm still on G screen

[SparklyMuffen]

same prob here

[Muddi]

Hey Jblittle and SparklyMuffen,

Thanks for all the information. Since all troubleshooting steps have been exhausted, please fill out this form with all the needed information. I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out

Cheers,

Muddi

[Jblittle]

Muddi,

I submitted the form.  Thanks  for your help. 

[Muddi]

Hi Jblittle,

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

Cheers,

Muddi

[Princesss]

Hi SparklyMuffen,

Chiming in-- have you had the chance to fill out the form?

Best,

Princess

[Princesss]

Hi SparklyMuffen,

We just want to check if you're done filling out the form. Let us know so we can check here.

Best,

Princess

[Princesss]

Hi there,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Best,

Princess

[Jblittle]

Why lock the thread?   No one has contacted me about the issue yet.  In Muddi’s reply that was the last communication.  So how is that inactivity on our part? 

[Princesss]

Hi Jblittle,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

[Princesss]

Hi Jblittle,

Sorry about this. In reference to that, here's your case ID: 7-3596000032753. I'll make sure to keep this thread open until you are assisted.

Best,

Princess