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Google Nest hub has stopped working, I just get a grey screen. I have tried resetting, nothing worke

Jen62
Community Member
 
8 REPLIES 8

davidking
Gold Product Expert
Gold Product Expert

Are you using the original power supply and adapter that came with your device?

Just checking, have you tried putting your device into recovery mode?

For Google Nest Hub (1st gen)

  1. Unplug your device then hold down the volume button while plugging it back in.
  2. Release the volume button once the device turns back on.
  3. Once the device boots into recovery mode, factory reset the device (hold down both the volume up and volume down buttons at the same time).

For Google Nest Hub (2nd gen) and Google Nest Hub Max

  1. At the back of the display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with the G logo shows up.
  2. Repeat step one 10 more times (for a complete total of 11 times).
  3. After plugging the power cord back in for the 11th time, wait a few moments for the device to reset.
  4. It should announce “Welcome to Google Home” to let you know it’s ready to set up.

Jen62
Community Member

Thank you for your reply. I am able to factory reset but after the count down the screen goes black for a second and then grey screen and then to recovery mode asking for yet another factory reset. I have done this cycle at least 5 times. 

davidking
Gold Product Expert
Gold Product Expert

Appreciate you trying those steps. I've shared this with the community team who can check on further troubleshooting options with you.

Muddi
Community Specialist
Community Specialist

Hey Jen62,

 

Thanks for reaching out. I appreciate @davidking for lending a hand.

 

I know how challenging it is, not having a working device when needed. Could you share a short clip video showing the issue, so we have a better picture of what's happening on your device.

 

Looking forward to your response.

 

Cheers,

Muddi

Jen62
Community Member

Hi Muddi 

I am unable to load a video but here is a photo of the display. When I attempt  factory reset it will count down but then always goes back to Recovery Mode.

F6EC662E-5BCC-4F8F-A4B3-6704741BE66A.jpeg

thank you 

Muddi
Community Specialist
Community Specialist

Hey Jen62,

 

This is related to a similar trending issue on this link. Rest assured that our team is aware of this and is already looking into it. 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?

Also, 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.

 

Cheers,

Muddi

Jen62
Community Member

Hi

I didn’t unplug the device and there was no power outage I just noticed it one morning in g screen mode, I hadn’t been using the device. This was about a month ago.

Now after countless factory resets and changing power outlets it is stuck in Recovery mode.

kind regards

Jen62

Muddi
Community Specialist
Community Specialist

Hey Jen62,

 

Thanks for the update. We got the form you've submitted. We send you an email about your concern and let's continue through that channel.

 

Cheers,

Muddi