Google Nest Hub keeps turning off

[hebawom]

Nest Hub maintains power for a few hours, then shuts off. I've tried it with a different power cable, but had the same issue.

It usually keeps all the settings etc when I unplug it and plug it back in again, but today it started displaying the pre-loaded images, rather than my photos.

Unfortunately, this has rendered my device unusable since I come downstairs in the morning to a dark living room and ask for google to 'turn on the living room', and nothing happens.

Any help would be great.

[Ashepherdson]

Can you factory reset it and see if that removes the issue ? 

[hebawom]

OK, I tried this last night. I set it up as a new device and the next time it lost power, it won't turn back on at all. I just get the white 'G' logo for ever.

So that made it a lot worse. I think this is now land fill. All my other electronic devices are Apple, so I was taking an unusual gamble on this device. I've learnt an expensive lesson!!

[Ashepherdson]

Like any tech there can be issues sometimes , that's why all companies have programs in place to correct situations such as this. 

I am escalating this to a higher level for you.

[frances]

Hi All,

First, thank you Ashepherdson for your help on this thread!

Hello hebawom, thank you for trying a variety of troubleshooting steps.

• Could you please provide us with a list of troubleshooting steps you have already attempted other than rebooting and doing a factory device reset?
• Are you using the official power adapter that came with the Nest display?
• Have you tried to plug the device into a different power outlet, and then attempt a reboot?

If the steps above do not help, please perform the steps below:

• Place the device in Recovery Mode (unplug the device then hold down (long press) the volume button while plugging the device back in. Release the volume button once the device turns back on.)

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

• If the device recovers, please file feedback from the device and use the keywords GHT3 Nest Hub stuck on G logo resolved. You will need to ensure that the setting” Send device usage data and crash reports to Google” is turned on. To do this:

1. Open the Google Home app.

2. Select the device that isn't working properly.

3. At the top-right, tap Settings Recognition and sharing.

4. Toggle the slider to the right to enable send device usage data and crash reports to Google.

If the device remains stuck on the G Logo after attempting these steps, please comment again and provide a picture of the issue as well. Once again, I appreciate your patience and understanding during this situation. I look forward to helping you getting this issue resolved. 

[frances]

Hi there,

It's been a few days since we have heard from you. Just checking in, were you able to see my response above? I look forward to your reply back, we're here to help!

[GarrettDS]

Hey folks,
It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Garrett DS