Google nest stuck on G screen

[Angela_hopkins]

Hiya

hoping someone can help please 🙏

I’ve done a new post as all the ones I’ve read are a few years old, about a week ago my nest wasn’t showing the time when I was in the kitchen so I unplugged it and plugged it back in and it was stuck on the g startup screen. I’ve tried the recommended reset but then it just goes back to the g screen after the 10 second countdown 😞 

it not used that often maybe once/ twice a week and mostly to play music and always plugged in (as used as a clock) 

does anyone know what the problem might be and possibly how to fix it?

thank you 

[talibandrew]

I am having the same problems, they started just yesterday.

[Angela_hopkins]

😞 have you been able to fix it? 

[talibandrew]

My 1st gen Nest Hub is working again. Has been unplugged since I started troubleshooting it to no avail. But after seeing the announcement from @GoogleNestTeam I plugged it back in this morning to see what will happen. At first I only saw the grey G logo but instead of the screen going blank, the logo kept on for longer than expected. I thought things were getting promising so I kept it plugged in. After a few minutes, the G logo was replaced by a white screen and then the Google dots, and then back to the initial set up screen. From there, it was just like setting up the Nest after a factory reset. 

[Juliegnh]

Truly amazing!  Congrats.  I will try mine later!

[Laurent4]

Same issue here, just happened one or two days ago

[Angela_hopkins]

😞 take it you havnt been able to fix it?

[Laurent4]

No luck. Must have rebooted, factory reset etc…over 50 times with no luck. Definitely nothing that I did caused this, most likely a faulty update from Google. I had an issue before with YouTube music not streaming on my devices anymore and it was resolved in the back end. Suspect this will need to as well, but I can’t see them taking a 7 year old device and fixing it. I doubt they can fix this remotely as the device is stuck in this loop. I’m hoping for a new unit or a significant discount on the 2nd gen version.

[Angela_hopkins]

Yeah I had a problem with radio not playing a couple of weeks ago but that just resolved itself, I’ve also rebooted/reset god knows how many times, I can’t see how it can resolve itself either as it’s stuck in the loop it’s not connected to the internet now i presume. 🤦‍♀️

[DarrenMWinter]

To everyone having the same problem:

I encourage you to pester the support team by raising a ticket at here: https://support.google.com/googlenest/contact/nest_community

Demand to know whether your device was bricked by a software update from Google; and if so, what they are intending to do about it; and who this matter can be escalated to.

[DarrenMWinter]

I am having the same problem. I reported it on another thread here. I got an email asking me to complete a form but haven't had any help in fixing it.

[Angela_hopkins]

Wow 😮 yeah I think it was some sort of update that has done it 😞

[Laurent4]

Yeah, not users fault

[Laurent4]

Same, I filled the form but no response 

[Angela_hopkins]

What was the form that you filled in? 

[Laurent4]

Found it on another thread 

[Angela_hopkins]

Did you fill in a form? Don’t suppose you have a link to it do you? 

[DarrenMWinter]

I got a reply to the email. It said, " I understand that after performing several factory resets your Nest Hub is still stuck on the G at startup."

The reply asked me if I had the official power supply (what else would I plug in?) and the serial number (which isn't on the device and I had to look up). 

Then it asked me to perform a factory reset.

[Laurent4]

Now you’re stuck in a customer service loop! 🤷🏻

[DarrenMWinter]

I got a reply from the so-called 'help' desk. And the reply was, 'it's your problem now'. Here's the text:

"Thank you for the time taken throughout this process and for the information you have provided.

After reviewing the information you have provided, we have made all the necessary corrections; however, we have reviewed the warranty for your Nest Hub, and it expired on March 3, 2021.

We understand that this is not the news you were hoping for, and we sincerely apologize for any inconvenience this may cause.

• Since the warranty period for your device has expired, it is not covered by the Google Store warranty policy
• Accidental damage (such as broken screens, water damage, etc.) is not covered by this policy."

So essentially, Google has bricked lots of devices - there are lots of reports on this forum, on reddit, on social media, and they can't all be the same user error - and they're not interested in fixing it.

[Angela_hopkins]

Wow! What a reply!! 😒 looks like we’re stuffed then… I won’t be buying another one of them if that’s their customer service skills 

[DarrenMWinter]

I encourage you to pester the support team by raising a ticket at here: https://support.google.com/googlenest/contact/nest_community

Demand to know whether your device was bricked by a software update from Google; and if so, what they are intending to do about it; and who this matter can be escalated to.

[Angela_hopkins]

Thank you for that I’ll try 🤞

[Locke243]

After contacting support yesterday, they told me to upload a video showing the behavior and the serial number. Done this, today they replied me "warranty has expired". So whats the point of sending them all those stuff for a device that' s clearly older then 2 years an even discontinued, when afterwards they telling me, "yeah it's now your problem"

[GoogleNestTeam · Accepted solution]

Hey all,

Thank you for your patience with this. We’re rolling out an update that will fix the issue impacting 1st gen Nest Hubs and it should reach all users by early next week. If you continue to experience this issue after next week, let us know by replying to this post.

[Laurent4]

How will the device be able to get this update if it is stuck in recovery mode? 

[Angela_hopkins]

My thoughts exactly 🤷‍♀️

[DarrenMWinter]

How can you possibly roll out an OTT update to a device that won't boot?

[Angela_hopkins]

I thought the exact same thing!… I tried doing the reset, it’s stuck on the G screen hence now won’t be connected to the internet 🤷‍♀️

[Phillyphotog]

Following

[Angela_hopkins]

How will it update tho as it’s stuck on the G screen  after I tried to reset it, hence now not connected to the internet? So how will I get the update? 😭

[Juliegnh]

How will an update reach my hub that is stuck at the "G" screen?

[Locke243]

same here, stuck on grey G screen after factory reset started from recovery mode

[Locke243]

Yeah nice, also tried to contact European support by chat. The support guy was nice, but "I'm forwarding it to the tech team, but unfortunately it's out of warranty" isn't that helpful... It isn't the consumers fault if Google bricked the Hub because of a faulty update... and how a is a new fix going to help, when our Hubs are stuck on the Grey G Screen and aren't even connected to the Internet?

[DryOtter]

My 1st Gen Nest Hub is still experiencing the same problem. Please can you explain to myself and the other users asking the same question how an over the air update can take place when the devices are stuck in recovery mode?

[Locke243]

I tell you how the OTA will work: "Buy a new one, then the update can take place on this one and everything will be fine" 😅

[AppleCrumble]

How though? How will this work?

[talibandrew]

I confirm that my 1st gen Nest Hub is working again. Thank you so much for the fix!

[Juliegnh]

What were your Symptoms?  Did it boot just to the "G" screen?  If so, it isn't connected to Wi-Fi at that point, is it?

[talibandrew]

This was last week. I discovered the screen not turning on in the morning. I rely on my Nest Hub for morning news. I replugged it but it just got stuck in the grey G logo. I then did a factory reset, but this time the Nest Hub gave me the grey G logo for a few minutes, then a black screen for the next few minutes, then back to the G logo for an endless cycle of these.