Grey screen

[Rdianco]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Thomas Erichsen 

My Nest Hub is starting to die. it is without power for an hour. Plug it in and it is a grey screen with a white g a little while before it starts. Then it works some minutes before the screen goes grey. It is on. But is not responsive or anything. Try doing the whole thing again and the same happens

[Rdianco]

Hello Thomas Erichsen,

Thanks for your patience and for your message. I am sorry to hear that your Google Nest Hub keeps powering off. That is not great, and I definitely understand how concerning that issue is. 

First, could you both try these new troubleshooting steps? It's a little different as it includes a 'Recovery Mode' step.

• For: Google Nest Hub (1st gen)
  • Please ensure that you are using the official power adapter that came with the Nest display.
  • Please plug your device in a different power outlet, and then attempt a reboot.
  • If this issue is unresolved, please perform the workaround below:
    • Place the device in Recovery Mode 
      • (unplug the device then hold down the volume button while plugging the device back in. Release the volume button once the device turns back on.)
    • Attempt a Factory Data Reset once the device boots into Recovery Mode 
      • (hold down both volume up and volume down buttons at the same time.)  
• For: Google Nest Hub (2nd gen) and Google Nest Hub Max
  • Please ensure that you are using the official power adapter that came with the Nest display.
  • Please plug your device in a different power outlet, and then attempt a Factory Data Reset.
  • If this issue is unresolved, perform the workaround below:
    • At the back of the Nest display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with G logo shows up
    • Repeat step one, 10 more times. (For a complete total of 11 times).
    • After plugging the power cord back in, wait a few moments for the device to reset. It will announce "Welcome to Google Home" to signify that it's ready for setup.

I look forward to your response and helping you get this issue resolved. Please keep me updated, thanks. 

- From Frances (Community Specialist)

[Rdianco]

I am amazed that u ask me to do what I describe I have already done..

- From Thomas Erichsen (Original Poster)

[Rdianco]

Hello Thomas Erichsen,

I shared these steps because it has a new 'Recovery Mode' step now. This is what is shared through our support team, and is a step we ask all to do before taking next steps. 

I am fully aware that you conducted a reboot. However, a reboot, which you stated, of plugging in a device is different from a Recovery Mode or a Factory Data Reset. They are different troubleshooting steps. That is why I suggested two other steps to take. However, through your comments, it is clear that this did not work you.

I made a case for you. With a Case ID, your issue is in a queue for help, and the support team should be able to resolve your issue. Your Case ID is: 5-1068000031572.

- From Frances (Community Specialist)

[frances]

Hi All,

Just checking in if there are any new questions or concerns about the case I made. Thank you!

[frances]

Hi All,

I have not received any new responses, so I will go ahead and lock this thread. If you have any new questions or concerns, please make a new post. Have a nice day!

[thomaserichsen7]

Well it is still not working. Even after multiple factory resets it freezes and goes grey after few minutes

[ai]

Hi @thomaserichsen7, 
Thank you for your patience with us! We're sorry that the troubleshooting process has been frustrating for you. We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. 
Much obliged,
Ai

[frances]

Hi All,

I have not received any responses in a few days, so I'll go ahead and lock this thread. As always, if you have any other questions or concerns regarding this issue, please feel free to contact Google Support with the Case ID. 

[Marcvdc]

Mine does not work either. Tried al reset and safety options. Can you get me in touch with customer support so my device can be replaced?

[ai]

Hello Marcvdc,

We're sorry to hear yours isn't working either! I made a case for you as well. Here's your case number: 6-7975000031368.

Best,

Ai