Google nest hub

[Antonella1]

Hi my google nest hub stack on a grey G , it was playing music and all of the sudden stopped and went o grey screen and grey G

[David_K]

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.

[Antonella1]

Hi David, Yes Done that many times

[Muddi]

Hey Antonella1,

Thanks for reaching out. Kudos to @David_K for helping here.

Sorry to hear about what you are going through with your Nest Hub - we appreciate your efforts. 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. 

Please provide the following information below:

• 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, please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[Muddi]

Hey Antonella1,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.

Thanks,

Muddi