cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Hub stuck on grey ‘g’ screen, factory reset not helped

Tizzle
Community Member

Hub stuck on g screen factory reset brings it back to g screen. Power off overnight, no change. 

1 Recommended Answer

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for sharing all the details about the issue. 

 

We understand this issue has been happening for quite some time now, but rest assured that our team is aware of this and looking into this issue at hand. Please try to plug in the device to a different power outlet, then attempt a reset.

 

If unresolved, perform the workaround 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.

Put your device to recovery mode:

 

  1. Put the device in Recovery Mode (Unplug the device, then perform a long press on the volume up and volume down buttons while the customer plugs the device back in. Once the device turns back on, release the volume buttons.)
  2. Once the device boots into Recovery Mode (a long press on both volume up and volume down buttons at the same time), attempt a factory reset.

 

If the above steps don't work, please reach out to us to get immediate support on this link: https://bit.ly/3adTfGB

 

Cheers,

Muddi

View Recommended Answer in original post

1,523 REPLIES 1,523

frances
Community Specialist
Community Specialist

Hi @Nabtay

 

Thank you for your message.  I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 5-4392000031759. 

pommie41
Community Member

I have created a separate thread and was advised by JillG to post into this thread for any assistance.
I have carried out all suggestions and still boots to grey G only. I did send logs to google support from Google home App but have not had any feedback.

Original thread

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Black-G-Logo-on-Screen/m-p/9567#M2012

Thanks
Andrew

frances
Community Specialist
Community Specialist

Hi @pommie41

 

Thanks for your post and patience.  I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 0-8079000032108. 

frances
Community Specialist
Community Specialist

Hi @JeiBie

 

Thanks for your message.  I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 5-2808000031792. 

JeiBie
Community Member

Same here, my Nest Hub got stuck in grey "G". No suggesteted tipps about recovery mode helps 😞

Woodallc10
Community Member

Please add me to the list. I would like to see a fix as mine has been like this for over a month now. 

frances
Community Specialist
Community Specialist

Hi @Woodallc10 

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 18, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 2-8841000032108. Thank you.

Patty373
Community Member

Please add me to the list.  I am also having the black screen issues with no resolution or fix.

Are any of the Community Specialists contacting Google to get a fix.  I have done all the suggested fixes and none work.  I have also contacted Google support twice and have been told since my Hub is out of warranty there is nothing they will do.  They just advised me to purchase a new unit.  They have horrible customer service.

frances
Community Specialist
Community Specialist

Hello @Patty373

 

I am sorry to hear that the support team is unable to help resolve your issue. I understand your frustration.

 

If you need help regarding this situation, I would suggest contacting support one more time through that email as they are the only ones that can help you in this scenario. Just a reminder, your Case ID is: 1-6126000031460. 

 

I apologize for the inconvenience caused by this issue and situation. 

AshleeD
Community Member

Mine is doing the exact same. An Australian model. Have tried factory reset and a new outlet. All original cords. Still stuck on the G screen. Not happy at all. 

frances
Community Specialist
Community Specialist

Hello @AshleeD

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 13, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 1-3649000032190. 

ksskarthi
Community Member

Hi Frances, please add me to this list, i am having same problem and my device got stuck with loading screen.

I dont think google has fix for this. I have contacted the customer care and they replaced mine without much questions. Hope this helps someone 

frances
Community Specialist
Community Specialist

Hello @ksskarthi

 

Thanks for your message. I looked into your issue and saw that you contacted Google Support on September 17, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 8-9943000031723. 

Devin_Hart
Community Member

I am in the same boat. It can't get past the G screen after the factory reset. Different outlets/circuits have also been tried. Please add me to your list.

sgoodbulldogs
Community Member

Please also add me to list 

BasilBell
Community Member

I'm pleased to have found this thread and hopeful something may come of it. 

My Nest Hub has been like this since September 8th and I've tried the suggested troubleshooting methods but just end up with the grey G screen.

Model number - H1A

Region - UK

Leia
Community Member

I’m having the exact same problems and it’s extremely frustrating 

frances
Community Specialist
Community Specialist

Hello @Leia

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 16, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 3-8133000032201. Thank you.

frances
Community Specialist
Community Specialist

Hello @Meleno10

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 16, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 9-9218000031808. Thank you.

frances
Community Specialist
Community Specialist

Hello @Hodge

 

Thanks for your update! I am glad to hear that your issue was able to be resolved by receiving a replacement. 

 

If you have any other questions or concerns about this issue, please contact the support team again and refer to your Case ID.

 

Just a reminder, your Case ID is: 4-8163000031458. 

Hodge
Community Member

Woke this morning to find mine is stuck on the grey screen - seems to be a known issue

Hodge
Community Member

I have just been in touch with Google Support and they have agreed to replace the hub even though I have had it nearly 2 years. Can't fault their customer service TBH 

JeiBie
Community Member

I second Hodge's recommendation about contacting Google support.

Got also a confirmation from support about replacing my 1 year old Nest Hub 1st Gen (not bought in Google store). 

RW
Community Member

Hi Hodge 

Can you share contact details for Google Support as after several chasers it seems the cases created for everyone are not getting the Google support expected. I personally have not any feedback but received many messages sharing similar frustration.

RW
Community Member

Hi all just looked up Google support and could not find any contact numbers but have managed to find an option to have a call back…

Will let you know if as successful as Hodge and Jeibie. Thanks to both

JeiBie
Community Member

https://support.google.com/googlenest/gethelp?hl=en

Personally, I got confirmed  hardware change after chat with support team (choose "Google Home" as product family).

FrazerG
Community Member

I've just submitted this case too. Thank you for the link. 

timsz
Community Member

This is not fair, you are also out of warranty and they gave you a free replacement.

@User123456, if you are offering replacements for out of warranty, you should not be picking and choosing who to give it to and you should do the right thing and offering replacement for everyone for the bug you brought to their device via your software updates

 

Hello Tim,

After exhausting all troubleshooting steps and consulting the case to our higher level of support, I am sorry to tell you that we cannot offer a replacement for your Google Nest Hub Max as the device is already out of warranty. I tried my best to check if we can provide a one time courtesy but to no avail.

Lawrence
Community Member

Tim,

i had the same issue although under warranty it was bought online not from their authorised reseller so Google did not honour it. Just have to keep it as a bricked item to remind you of not buying a google item in future. Poor customer service for a mistake made by Google. Next time do not do any automatic updates in future.

RachaelBV
Community Member

I just opened my hub this evening and stuck on grey screen with G too.

Looking forward to a fix for this

frances
Community Specialist
Community Specialist

Hello @RachaelBV

 

Thanks for reaching out.  I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 8-8570000031545. 

frances
Community Specialist
Community Specialist

Hello @Sherrellm

 

Thanks for reaching out.  I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 9-6893000031431.

JuanV
Community Member

I'm having the same problem. I've tried all the suggested solutions. How do I get on the list for customers to be notified when this is fixed?

Hodge
Community Member

Contact Google support 

frances
Community Specialist
Community Specialist

Hello @JuanV

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 18, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 5-7518000032099. Thank you.

Sherrellm
Community Member

Having the same issues, ours is less than 12 months old not happy. 

Hodge
Community Member

Contact https://support.google.com/googlenest/gethelp?hl=en

 

I got offered a replacement