Google Hub stopped working

[colint50]

Google hub stopped working, only "G" on grey screen. I have had to do a factory reset by disconnecting power and holding both volume buttons on. Device shows the countdown for factory reset, but then just goes back to "G" on screen. I now can't do anything with it.

How can it be fixed? I understand there is a mini usb socket under bottom cover, can software be reloaded into hub via a computer?  Or do I just have to throw it in the bin and buy something else? I would appreciate some guidance on this....thanks

[JimmyU]

I have the same issue with my Google Hub. Please help

[colint50]

Thank you for the response, however the problem is nothing to do with the mic switch. As mentioned, the hub is locked on the G screen, so one can't do anything. I can only do a factory reset by pressing vol buttons on power up, it goes through the countdown, but then goes to G screen, then nothing. It seems as though many other people are having the same problem. Its so frustrating as it used to work so well. Surely someone has a solution?

[Sendog2020]

Please Google... Release the firmware. It's easy enough to load the drivers and flash... You sell these things but offer no real solution when they self brick. Love my nest but it's essentially useless as many other people have the same issue... 

[Dan_A]

Hi folks,
 

@colint50, @JimmyU, @Sendog2020, this is not the experience we want you to have, let me help you. A few questions: which Nest speakers are we working with? Is it a Nest Hub or Nest Hub 2nd Gen w/Sleep Sensing? When did your issue begin? Were there any recent changes made?

Try the steps below:
 

1. Make sure you’re using the official power adapter that came with the Nest display.
2. Plug the device into another power source > reboot the device.
3. If the issue persists, put the device in recovery mode with these steps:
   • Unplug the power cord.
   • Hold the volume buttons and plug in the power cord at the same time.
   • Wait for the device to turn on.
   • Release the volume buttons.
4. Once the device is in recovery mode, attempt an FDR.
    

Let me know how it goes.

Thanks for helping, MikeClark!

Best,

Dan

[Sendog2020]

Hey Dan. Yes I've tried those steps including everything under the sun on the internet. That's how I discovered the hidden port in the base, along with drivers and a flashtool. I'm pretty tech savvy and I'm sure I've tried it all. I have a Nest Hub Gen 2. It won't go past the G logo and eventually the screen goes blank. 

[JimmyU]

I have the gen 2 as well and tried as the steps mentioned above and still no luck. Please advise

[Sendog2020]

I hate to say this but Google is snubbing everyone with this issue. They won't replace or repair it if it's out of warranty or offer any solutions. The issue isn't with the hardware, it's the software. I've heard many different causes from power outages to the updates. My unit sat on my desk at work and was never damaged or abused. C'mon Dan / Google, please step up and represent your products. 

[Dan_A]

Hello everyone,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Kind regards,

Dan

[Juni]

Hi there,

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

Thanks,

Juni

[Sendog2020]

Hi Dan, I just sent in the form. I mentioned your name and the thread.

Thanks for the help.

[Juni]

Hi folks,

JimmyU,  we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Sendog2020 and colint50, we haven’t received your form. Kindly fill it out so we can continue with the next step. 

Cheers,

Juni

[Sendog2020]

I've submitted it twice now. The help form Dan posted??

[Princesss]

Hi @Sendog2020 and @colint50,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Sendog2020]

Dan/Juni,

Here's the answer I received.

"Hello Jason,

I am very sorry, it shows that this device is already out of warranty and something I cannot replace."

Basically told me what I already knew. Why ask us to submit a query? 

[Princesss]

Hey there,

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

[Sendog2020]

Hi Princesss, nobody has contacted me yet on this, please don't close the thread until they do... 

[Sendog2020]

Hi, did you receive my message? I haven't gotten a response from a specialist yet. Please advise.

[Sendog2020]

I'm still waiting for a reply... Days later and no response from you or another agent...

[colint50]

I have been assisted...thank you

[Muddi]

Hey colint50,

Thanks for the update. I'm happy to hear that you've been assisted by one of our team members. 

@Sendog2020: Upon checking, one of our Senior Specialists already assisted you on case ID: 5-5056000034426. I believe you were informed that we can no longer replace your device because it's out of warranty.

Cheers,

Muddi

[Sendog2020]

What a joke. Why would you guys email me to say, another specialist will contact you long after someone else told me it was out of warranty and you refused to do anything about it? My patience is gone.. my nest hub is going in the garbage (will recycle, of course) and I won't be buying any more Google products, period. You refuse to stand by your devices and clearly these Nest Hubs are prone to failure. Look around the internet and you'll see forums of people with this very issue. I will however promote some alternatives as I've found which have far better support for updates, warranties and even open source. 

[JimmyU]

I agree @Sendog2020 

[Muddi]

Hey Sendog2020,

We know this is not the best answer that you're looking for, but we appreciate the feedback. I'll check this with our Senior Support Specialist and see if I can pull some strings. I'll update you on email.

Cheers,

Muddi

[Muddi]

Hello Sendog2020,

Upon checking, one of our team members already processed the replacement of your device. Please check your inbox and confirm.

Cheers,

Muddi

[Sendog2020]

I received my new unit. It sucks that I had to complain, frequently, to get some kind of resolution. I almost threw it out but I'm glad someone decided to help us out. For the development team, please make these devices more upgradeable by releasing some kind of flashable firmware to recover them from self bricks. Thank you. 

[JimmyU]

Hi @Muddi,

How come @Sendog2020 was able to get a new unit and I did not. Please advise.

[Princesss]

Hi folks, 

Apologies for the late response. 

@Sendog2020, we'll take this as a feedback, thank you so much.

@JimmyU, I can see that you have been assisted via email. How was it?

Best,

Princess

[Princesss]

Hey everyone, 

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Princesss]

Hey 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 Nest devices and we'd be glad to assist you further.
 

Best,

Princess