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Google Nest Stuck On White Screen

Sarahmckinners
Community Member

My google nest hub just went black one day - not changed wifi not disconnected from power. So tried turning it off & on again via plug now only has white screen with G logo in the middle. No sounds, no settings, no interactions just white screen. Tried the two factory resets through my google home app - no results or change. The little google echo upstairs still functions as normal and the 2 smart lightbulbs we control through google devices/home app also functioning fine - just the google nest hub on white screen with G in the middle. No idea about warranty unfortunately/stupidly. Any suggestions 

10 REPLIES 10

Amaze
Community Member

Same thing happened to me. Happened early AM on 8/24/2022. Been working with a community specialist named Muddi but nothing has worked so far. I think a push software update from Google killed my nest hub but no way to prove this. I'd buy another nest ( Google reduced price to $55) but ... no guarantee it won't happen again and Google support playing games. I think our nest hubs are dead by friendly fire.😥

Jeremyyeakey
Community Member

I'm dealing with the same issue since last week. I've tried the reset, unplugging power, hard reset, nothing works. Just white screen with G logo. I don't think I'll be getting another Google nest home display. Lot of money wasted. 

Azarco
Community Specialist
Community Specialist

Hey folks,

 

Thanks for reaching out. I know how it feels when something isn’t working the way it should, 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?

Give these steps a try:

At the back of the Nest display, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up
Repeat the first step, 10 more times.
After the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

 

Best,

Alex

Hi Alex,

 
1) Yes I've tried plugging my Google nest hub into a different outlet and the white screen with G logo is as far as it will go.
2) The issue with the white screen and G logo was first noticed a little over a week ago, around 8-22-2022, sometime early that week.
3) Yes the device was in this state when it was first noticed. That's when we tried different outlets in the house with no change.
4) Yes there have been storms and power outages recently.
5) I have tried multiple times to unplug the device for 10 seconds and plug it back in 10 times and have never gotten the device to go beyond the white screen with G logo. 
6) I have tried the hard reset method with holding both volume up and down, unplugging device, plugging back in, releasing volume up and down, and pressing again,  still device stops on white screen with G logo. 
 
Any further thoughts?

Azarco
Community Specialist
Community Specialist

Hey Jeremyyeakey,

 

Thanks for the update. We'd be happy to take a look into this for you, please fill out this form with all the needed information and let us know once done.

 

Regards,

Alex

I have also filled out a form as this is exactly the same for me. Thank you

Azarco
Community Specialist
Community Specialist

Hey Sarahmckinners,

 

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

 

Cheers,

Alex

Hi Alex,

I have filled out the form and submitted it.

 

Muddi
Community Specialist
Community Specialist

Hey Jeremyyeakey,

 

Thanks — we got your form and have sent it over to our team for review. We'll be reaching out to you via email and let's continue working on your concern through that channel.

 

Cheers,

Muddi

This is the same for me