Google home hub grey screen

[PedSaunders]

Hi,

my Google home hub has the dreaded grey green! Factory resets do not work, unplugging for over a minute etc. it just returns me back to the grey screen. This device has worked great for two years now but randomly got hit with the grey screen 😤. @User123456 please help me 🙏 

[Muddi]

Hey PedSaunders,

Welcome to the Google Nest Community Forum.

Apologize for the late response. We know how challenging it can be not to have a working device when needed. Rest assured that our team is aware of this and is already looking into it. I'd like to gather some details — when did the this start? Are you using the official power adapter that came with the Nest display? Also, have you tried plugging the device to a different power outlet?

Please try these steps below that may help us fix the issue:

1. Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while you plugs the device back in. Release the volume button once the device turns back on.)
2. 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.)

Let me know the result.

Regards,

Muddi

[PedSaunders]

Good morning,

Thank you for the response, it is much appreciated. Indeed I have followed the steps that you have posted, factory reset, using a different plug and yes I have been using the power cord and plug that it came with. The factory reset has been done, (where you get the countdown to factory reset) and unfortunately it returns to the grey screen. We do love our home hub as it works great for family pics, music and voice control for our Google nest thermostat. 

thanks and look forward to your response.

Peter

[Muddi]

Hey PedSaunders,

Thanks for the update and apologize for the delays.

We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

Cheers,

Muddi

[Jake]

Hey PedSaunders,

I wanted to check in and see if you managed to see Muddi's post? Have you managed to fill out the form listed above? Please let me know if you have any questions from here, so we can further assist. 

Best regards,

Jake

[Jake]

Hey PedSaunders,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

[Jake]

Hey PedSaunders,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake