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

[Tizzle]

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

[11luishernandez]

I translated everything, but still I need an advisor in Spanish. Those steps didn't work for me either. (I speak Spanish) Thanks @Muddi 

[Madmax7890]

I did all these steps and still no progress. It started just last night while playing some music, and it is the official power adapter. I hope this info helps.

[Itzelmarcela]

Same right here! I need help! 

[Muddi]

Hey Blanblan,

Thanks for the update. 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.

For other users, please update this thread if you were able to fill up the form so we can assist you further on your device. This thread will be duplicated to the main thread, and will be automatically lock after 24 hrs of no activity.

Cheers,

Muddi

[Muddi]

Hey folks,

Thanks for posting in the Google Nest Help Community. I've duplicated this thread to a similar trending issue on this link. Our team is aware of an issue affecting some users and are currently investigating. 

I do recommend following the main thread because this one will be locked automatically and you can provide and receive updates on the main thread.

Cheers,

Muddi

[Blanblan]

I did all the steps described with the original power adapter in different power outlet but still not working.

[Muddi]

Hey folks,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

Regards,

Muddi

[Blanblan]

Hi @Muddi, i filled the form last Friday, hope you can support 😊

[LMMar24]

I am having the same issue. I am able to factory reset by unplugging, holding down the volume buttons, then plugging power cord back in-but then still stuck on grey “g” screen. 

[frances]

Hello LMMar24,

Thank you 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: 3-4664000032088. 

[Kenwall4663]

Same here...

[JillG]

Just nudged them again...✔️

[Tizzle]

Any update?

[JillG]

The Community Specialists responded and they are aware of this thread. Hoping they can respond here in the coming week. 

[Stormbreaker]

Mine has done the same thing, have gone into recovery mode, then the factory reset, only for it to boot back up and go back to the grey screen with white "G" in the middle, had it powered down over night for weeks now, tried recovery and reset again, still nothing, mine is GA00515-AU, Australia bought, this has literally become a paper weight, device is 14months old.....

[frances]

Hi Stormbreaker,

Thanks for your message and for spending the time to try and troubleshoot this issue. 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: 2-4461000032072. 

[Jm]

I too am having the same issue. Factory restore comes back to grey screen with a G.

Model number unknown but purchased within the last 12 months

[frances]

Hi Jm,

Thanks for reaching out. Let's get this issue resolved as soon as possible. I have gone ahead and 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: 0-1417000031998. 

[MKK]

Same here.Try to recover that bloody thing.Always gets back on grey G Logo. 16 months old.Guess Google did good Job with bricking our Devices.Hope they Fix it,or never ever buy or using any of Googles Services or Products.Gokd luck to all with same problem out there.

[frances]

Hi MKK,

I responded to your message on another thread yesterday.  I made you a case so please be patient while the support team reaches out to you. Just a reminder, your Case ID is: 4-8073000031892.

[MKK]

Hi frances.Its been now 1 week  you made a case for my nest hub for google support.I didnt hear anything from them.So what happens now??Thanks for your response

[frances]

Hi MKK,

Thanks for checking back in. I looked into your case and saw that you were able to connect to members of the support team on September 18, 2021. 

If you have any other questions or concerns regarding this issue, please reply back to their email again and they should be able to help. 

[Milan927]

did you find a solution? Mine does the same and google support isn’t doing **bleep**

[Yanfong25]

Yeah no solution other than asking google for a replacement. Ours is still under warranty. 

[MKK]

How will Google fix this?They cant Fix it with an Update if our Devices are bricked so our Devices cant connect to the Internet to get an Updatet Fix.Only way to Fix this is throwing it into the Bin.Thanks Google

[Stormbreaker]

Simple google should be giving replacements free of charge, they are out of warranty with the place it was bought from however they know it’s an issue and blatantly do not care to fix it or provide replacements for their faulty devices, car manufacturers recall faulty vehicles for repairs of faulty parts when found, at no charge to the consumer, google in all it’s worth won’t replace these devices for free ? Shocking customer service 

[JTimothy]

Add me to the list ... stuck on "G" screen ... using original power cords ... factory reset performed ... still at "G" and useless.   WTH 

[frances]

Hi JTimothy,

Thanks for reaching out and trying some troubleshooting steps. 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: 7-6286000031408. 

[RW]

Add mine to the list stuck on “G” screen, have tried every suggestion in this thread and previous. Google when will you have a solution? 

[frances]

Hey RW,

Thanks for your patience. I would be more than happy to help resolve this issue. 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: 5-1469000032209.

[RW]

Hi Frances 

Thanks for registering the issue but what happens now. Is there a timescale for response?

 I fell happy that I am not on my own but frustrated that so many have e same issues. Also quite surprised social media has not sprung into action and warned the global community to stop buying this product. I assume I am not alone in enjoying this product but the expensive paperweight it’s become needs a fix and quick!!!

Looking forward to help!

[Oxsa]

If you get a solution,  please post it. I contacted google and got a "Sorry, there`s nothing we can do." I have case number 1-7283000031466.

[frances]

Hello RW,

I looked into your case and saw that the support team helped you from September 18-24, 2021. If you have any other questions or concerns regarding this issue, please email them again and refer to your Case ID. Just a reminder, your Case ID is: 0-9705000031745. 

[Oxsa]

If you get a solution,  please post it. I contacted google and got a "Sorry, there`s nothing we can do." I have case number 1-7283000031466.

[Headlessheadley]

Yup add me also been like this for 2 weeks

[frances]

Hi Headlessheadley,

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: 7-3751000031803. 

[Amnodd]

Please can you add me to the list of home hubs stuck on the letter G at start-up

[JonHarmer]

I am also having this issue - after a power outage where the power flickered on and off a couple of times. Only my oldest neat hub is affected. Not the hub max or the hub 2.

[frances]

Hello @JonHarmer

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 25, 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: 8-0366000032216. Thank you.

[frances]

Hello @ma7923

Thanks you for your message. I looked into your issue and saw that you contacted Google Support on September 27, 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: 1-1480000031804. Thank you.