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Google Nest not responding

MinhPhan167
Community Member

‎09-08-2024 08:55 PM

Our Nest Hub 2 stopped responding to commands after roughly 2 years but unplugging and replugging have solved the problem until now. I have reset it a few times using the ‘11 method’ and factory reset but no avail. It would go through the whole process of reseting ( connecting to wifi etc. )but when tried ‘hey google’ it won’t respond. When touch on ‘finish setup’, the nest screen goes white and stay white. Any advice to fix this please. Thank you. 

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chaconmorales
Community Specialist
Community Specialist

‎09-12-2024 03:17 PM

Hi MinhPhan167,

 

Thanks for reaching out to the Community. I am sorry that you are experiencing issues with your Google Nest Hub. It's frustrating that your device is frozen when setting up and isn't responding to voice commands.

Before we get started with further troubleshooting, let me ask you some questions:

  1. When did the behavior start?
  2. Was the device dropped or knocked over?
  3. What's the Fuchsia version of your display?

Forced Reboot:

  1. Power Down: Unplug the power cable from your Nest Hub 2nd gen.
  2. Wait it Out: Allow at least 30 seconds (some recommend a full minute) for the device to completely power down.
  3. Reconnect and Wait: Plug the power cable back in and wait patiently for a few minutes. A simple power cycle can sometimes resolve temporary glitches.

Recovery Mode and Hard Reset:

  1. Button Combo: Locate the volume up and volume down buttons on the back of your Nest Hub 2nd gen.
  2. Hold and Power On: While holding both volume buttons simultaneously, plug the power cable back into the device.
  3. Release on Logo: Keep holding both buttons until you see the Google logo appear on the screen, then release the buttons.

Check for Software Updates: Ensure both the Nest Hub and Google Home app are up-to-date. Important Note: If your Nest Hub restarts normally after this, it means the recovery mode reset was successful. However, if it remains stuck, please let us know.

Please check the following articles to Factory reset Google Nest or Home speakers or displays, when Google Assistant doesn't respond and to Set up your Google Nest or Home speaker or display in case it is needed..

Please keep me posted.


Best,

Mario

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