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Google Nest Hub broken after latest update. Boot looped, then grey screen after factory reset.

bonytony21
Community Member

A couple of days ago I found my Google Nest Hub stuck showing the 4 color dots spinner in the center. From reading online, there was an update around 2 days ago (3/30/22?) which was supposed to update to the latest UI. Others reported having the boot loop issue, but resolved it by unplugging the Hub and restarting it. This didn't work for me, and it would always get stuck.

I factory reset the unit, and then it would show the grey G screen, however, once it started talking to initiate setup, the screen was just a blank light grey. I was able to find the device and attempt to set it up on my Google app, but the setup would fail, and the screen would never change from the grey blank screen.

I can interact with the Hub by changing the volume (you can see the volume UI go up and down on the grey screen) or opening the swipe up menu which shows the 5 options, however, clicking on an option like the Gear icon did nothing.

6 REPLIES 6

JokingJ
Community Member

This is a known issue and Google is more or less attempting to bury it. Indeed, a moderator just locked a thread with over 1400 responses that started in October of last year regarding the boot loop followed by the grey "G" screen due to "inactivity" today -- and this in spite of the fact that people were posting daily with the issue, asking for help, and even responding directly to said moderator's comment about locking thread: https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Hub-stuck-on-grey-g-screen-factory-rese...

The mod that locked that thread also did the same to several others regarding the same issue in the past few hours: https://www.googlenestcommunity.com/t5/user/viewprofilepage/user-id/21

In any case, you can potentially get Google to send you a replacement device by jumping through enough hoops after sitting in a support chat and going through their troubleshooting (which hasn't helped anyone, btw). I did so, and after about three weeks of pestering, the went through with the return authorization and sent me a replacement (and took back my bricked device for "research"). If you want to try your hand at getting a replacement, use this form: https://support.google.com/googlenest/gethelp?hl=en

Sad, but this is the Google way: make a thing, develop software, brick it later, hope no one notices. I went ahead and forwarded

Muddi
Community Specialist
Community Specialist

Hey bonytony21,

 

Thanks for sharing details about the issue here. Appreciate @JokingJ for helping here.

 

I know how challenging it can be not to have a working device when needed - we're here to help. Please send a video showing the issue so we can further check what's going on with the device. Also, please fill out this form with all the needed information, and once of our team will get back to you immediately.

 

Let me know once done.

 

Cheers,

Muddi

bonytony21
Community Member

I’ve already filled out the form and chatted with support and uploaded the video. They were not able to help and also will not replace my out of warranty unit which broke because of the bad update they put on it. So if you’re can get me a replacement, great. Otherwise, I’ve spent enough time diagnosing this brick. 

Muddi
Community Specialist
Community Specialist

Hey bonytony21,

 

Sorry to hear about that. Let me assist you further. I've seen the video that you've sent in an email, and I'll be working with our Product Specialist team so we can check what's going on with your device. Could you check if you can see the firmware version of your device? Please reset it again. Once rebooted, swipe up on the screen, then tap "Settings" (Gear icon), then "Device Information."

 

Also, please fill out the form so I can forward it to the team.

 

Let me know once done.

 

Cheers,

Muddi

bonytony21
Community Member

I've filled out the form.

I can't diagnose the firmware version because, although I'm able to swipe and see the Gear icon, clicking it does not bring up anything I can see. The rest of the screen remains blank.

Muddi
Community Specialist
Community Specialist

Hey bonytony21,

 

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

 

Cheers,

Muddi