Hub max stuck at g screen

[Paulleason]

Stuck at the “g screen” tried everything…. I want a replacement.

[Muddi]

Hey folks,

Thanks for reaching out. I understand the feeling when you're having issues with your Google Nest Hub Max. I'd love to help.

• 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? 
• What are the troubleshooting steps you've already tried?

Please try these steps below:

1. At the back of the Nest display, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up
2. Repeat the first step, 10 more times.
3. After the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

Also, kindly check if your device is on Fuschia:

1. On the Nest Hub Max device, swipe up to access the system tray settings.
2. Go to System Settings > About Device > Fuchsia Version.

Cheers,

Muddi

[AndrewP]

This is happening to me. 3 weeks old this product . Won’t reboot or go to recovery mode. Cannot swipe up to see what version is…..

[Fireman26283]

It happened about a day ago. It was working fine then boom "G" on the screen with a white backround. We woke up and it was like this. I have tried the unplug and replug it back in ten times already. That did not fix the problem. I also tried to hold the volume buttons for a factory reset and nothing as stated in my original post. This is less than a year old. Anything else I can try? Or are you guys replacing the items since I can tell from what I read it is a software issue? Please respond as we use everyday.

[Paulleason]

Is there any update on this? It's been a month now...

[Amaze]

I have the same problem, stuck on G logo. Can't reset. Google support wants a 45 sec video??? Any chance an update to software bricked my Google Nest Hub? 

[Muddi]

Hey folks,

Sorry for the delays. We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

@AndrewP, @Fireman26283, and @Amaze: Please fill out this form with all the needed information. I’ll keep an eye out for your response specifically, so please update the main thread once you fill it out. 

Cheers,

Muddi

[Law6]

Seems numerous people are having the same issue and not receiving any instructions on how to fix or replace their non responsive Hub.  Seems numerous people have emailed and rung Google for support numerous times without success. What can you tell us about the situation?

[Muddi]

Hey Paulleason,

We apologize for the delays. I sent you an email. Please check your inbox and provide all the information that we need so we can further check what's going on with your device.

@arithmetic and @Law6: Could you share us the case ID so I can check what happen.

Looking forward to your response.

Cheers,

Muddi

[Law6]

I have 2 case numbers as I’ve made 2 phone calls to the support line and corresponded via email with 2 different people.  5-0790000032915 and 7-1529000033266 

[Muddi]

Hey Law6,

Thanks for providing the case ID. Upon checking, the case has been forward with our higher team. I already followed up with them and they will send you an email as soon as they got additional update from the team.

Cheers,

Muddi

[Abbeyfield]

Hi my Google home hub 10 inch has frozen with just g logo in the middle. 
Have tried resetting it. Screen still frozen. Unplugging it / resetting 10 time. It no joy. 
Help 

[Amaze]

This problem seems to be a common one here. Mine began on 8/24/2022. Despite multiple contacts with Google support and community specialists, it remains unsolved and my Google home remains silent. 

[mittimus]

I’m having the same issue, attempted to factory reset, go through the motions and returns to blank screen with G

[Muddi]

Hey folks,

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

@Amaze: Rest assured that our team is looking into this issue at hand. Please follow the main thread for updates.

@Abbeyfield and mittimus: Please try these steps below.

1. At the back of the Nest display, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up
2. Repeat the first step, 10 more times.
3. After the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

If the troubleshooting steps don't work, please fill out this form with all the needed information. I’ll keep an eye out for your response specifically, so please update the main thread once you’ve filled it out.

Cheers,

Muddi

[AndrewP]

Ask for replacement under warranty.   Believe a Google software update has bricked it …..lots of radio silence on how widespread this issue is and the reboot and recovery steps do not seem to work at all

[Amaze]

I see this new condensed thread started 3 weeks ago and promising email communication to help resolve malfunctioning Google hubs. Anybody getting email with useful information? I have not. I get the feeling of a can getting kicked down the road. Hope I'm wrong🤔

[Law6]

I hear you! Same here.  Despite numerous emails, I’m yet to receive anything remotely helpful regarding fixing or replacing my defective Hub Max. Very disappointing. This common problem should have been escalated by Google well before now. 

[Paulleason]

No help at all. Google really dropping the ball here.

[chillydawg]

I have this issue now too.  Unplug and repeat 10 times didn’t work.  Volume reset didn’t work.  Now what?  

[Muddi]

Hey chillydawg,

We got the form you've submitted. We send you an email about your concern and let's continue through that channel. Here's your case ID for your reference: 9-2832000032766.

Cheers,

Muddi

[dewwest]

The same thing happened to my Nest Hub Max.  After the update, it is stuck on a white screen with the G logo.  I have tried all of the recommended fixes, but none work.

[chillydawg]

I haven’t heard anything except an email that they have received my form.   I plugged it back in today after 3 days unplugged and tried all the resets to no avail.   Good luck.  

[Tntman86]

I’ve got the same exact issue as everyone else. Only had this unit for 5 months and now it’s stuck on “G” startup screen. Seems to be bricked as others have described. 

[Princesss]

Hi folks,

@Tntman86, thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 

@everyone, if you already tried the steps posted above, please fill out the form and let us know once you're done.
 

Best,

Princess

[mnschu]

I have the same issue. I posted a thread before I saw this one.

The unit was a gift to my parents, and it really is causing a big headache for them as they are older.

I finally visited their house over the weekend and saw the issue, I suspect it was part of the update around 8/24.

Reading all the issues online, is seems Google did some SW update and may have potentially bricked many of these devices. I wonder if Google has the legal authority to modify your property and destroy it? I hope they are working on a SW update that can un-brick these units.

[Princesss]

Hi folks,

@dewwest, @mnschu, we've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
 

Best,

Princess