Google Nest Hub stuck on G screen

[klayton]

Hi,

This morning (July 7th, 2023) I woke up to find out my kitchen Nest Hub stuck at the grey background G screen. I rebooted it by unplugging the power plug at the back. Upon reconnecting the power, the device booted to the G screen again. I have tried many different fixes I have found on Google support site but none has helped:

1. Switch to different power outlet with the original power adapter

2. Perform a factory reset with volume buttons and the 10 second countdown screen

3. Unplug the device for 10 second before connect the power again, and repeat the process 10 times

Despite all the steps I have tried I still have no luck brining the devices back to operational state. It has been working well with all the Google devices at home. No setting was changed before this occurred. Please suggest what I can do to fix this. I now have no kitchen display / monitor.

Thanks.  Klayton.

[TCR]

Since the new firmware update, that was pushed yesterday, I'm experiencing the same issue. Matter devices can't be controlled, but it is able to read the current state of the devices.

This always happens when rebooting the device. Unplugging it for more than 30 seconds works for me.

It looks like a state issue or a racing condition.

[klayton]

Thanks for reply. 

I tried that (unplug for 30+ seconds) as well, it does not work for me. 

Also left it unplug for 1 hour, still no luck.

If there was a firmware update last night, at least we have a potential root cause.

Thanks, Klayton.

[TCR]

I'm adamantly sure the firmware update introduced it. I saw my Hub being updated and becoming stuck on the loading screen. Since it's normal for background processes to be executed after an update, that still need to finish, I waited for a couple hours.

The Hub was available in the Google Home app, so I rebooted the device from there. Same issue.

Reading your first post I reckon you performed a factory reset and are now unable to pair the device?

If that is the case you won't be able to get an OTA firmware update and you have no other option then to make a request for a replacement.

[klayton]

How can I make a request for replacement?   

[Alex_S]

Hi everyone,
 

Thanks for the assistance, @TCR.

@klayton, 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.

Regards,
Alex

[klayton]

Hi Alex,

Done.  

Thanks, Klayton.

[Alex_S]

Hello klayton,
 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Best,
Alex

[klayton]

Thanks!  Klayton.