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. 

[IATim]

I am also having the same issue, grey background and a white G that persists even after a factory reset.

[mandaaforbes]

Mine has been like this for months, I cannot get it to go past the G screen.

[TylerT]

Over night my google nest hub just went to the gray screen with just a white g over it. I tried the factory reset, new outlets, left it unplugged to power reset it and have searched all over google to find fixes but nothing has worked. What else can I do?

[Bootmeup_78]

Hi I'm having the same issues, first I factory reset, then I recovery mode then factory reset as well. Nothing is helping as I left it on overnight during the reset

[MilburnArchitec]

Micah was my Nest Specialist via chat session today for the same problem.  He determined the device was 'a brick' and offered to replace it even though My Nest Hub was 1st generation, 2019 purchase, and out of warranty.  I complied with his email, including photos of the serial number, and a video showing the grey G screen that would not factory reset.  It took about 60 minutes, in 2-3 days, I expect an email containing shipping labels enabling me to return it for inspection with the expectation that it will be replaced.  Here's the transcript of my interaction today:

Google Support

You’re connected with agent Evelina.

12:10 PM

Hi! Welcome to Nest Secure support. My name is Evelina. For future reference, your case ID is 2-7602000032728. How are you today?

Evelina · 12:10 PM

Fine thanks, you?

12:10 PM

E

I am doing well, thank you for asking.

I see that you need assistance with your Nest Hub. Let me transfer this chat to a Nest Hub specialist who can assist you further. Would that be okay?

E

Thank you. Please be online while I transfer your chat.

Evelina · 12:13 PM

I will, have a nice day

You’re connected with agent Micah.

12:15 PM

Evelina left the chat.

12:15 PM

Hi Micah. Yesterday, my Nest Hub is stuck on grey G screen factory reset and power down not effective, screen is constant. Did a Google update turn it into a brick?

12:16 PM

M

Let's do some work around. That way, it will go back to its default state and have a fresh start.

Micah · 12:17 PM

I have held the volume button down for more than 10 sec...nothing changes

12:17 PM

M

At the back of your Google 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

Repeat the first step, 10 more times.

After you plug 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.

Micah · 12:18 PM

ok. stand by.  It is hard to pull out tho

12:18 PM

M

Take your time.

It gave me the screen you described.  I held it down and Recovery mode came back a second time.  What's next

12:22 PM

M

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.)

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.

Micah · 12:22 PM

black screen, then back to recovery mode

did that twice

12:26 PM

M

Thank you for trying. Let me help you to process the replacement.

Is ????# your good email?

Micah · 12:26 PM

yes. thx

12:27 PM

M

You're welcome. Let me compose the email for you.

You need to send back your defective device and we will give you a new one.

Micah · 12:28 PM

Okay

12:28 PM

M

I just sent the email. Please reply back with a short video showing the G logo screen and all the needed information for the replacement.

Have you received it?

Micah · 12:29 PM

😁 yes

12:33 PM M

Just reply back to the email with the pictures, video and needed information for the replacement.

Take your time.

Micah · 12:34 PM

M

Let me discuss the replacement.

Your replacement will be processed via standard exchange. You will be receiving another email containing the shipping labels and instructions on how to send them back. When you have successfully sent your device back to Google, and once received and inspected- your replacement device will be shipped to you. We recommend sending the defective device immediately, so you receive your replacement right away.​

Micah · 12:57 PM

Understood

12:58 PM

M

To set expectations, your Google Nest Hub was already out of warranty but since we value you as a customer, we will be still replacing your Google Nest Hub and have some one time replacement.

Micah · 12:59 PM

That sounds fine. Thank you

1:07 PM

M

Thank you. Let me check here.

Thank you so much for your cooperation and kindness. I will consult the case now to process the replacement for you. You will get an email after 48 to 72 hours for the shipping labels and instructions.

Micah · 1:10 PM

Cool 😎

Micah · 1:11 PM

The session has ended.

1:11 PM

[Ad2019]

This was OCTOBER 2021. Still no fix. 

[LuizsantosBR]

Hi Frances, same issue here. Hard reset and factory reset don’t go through. Jus gray screen. Appreciate your help and support.

Best,

Luiz

[Liam1777]

Having same issue

[Songwriter1492]

Has there been a solution to this issue?  My display has been stuck on the “g” screen for months and I’d thought by now there would be a fix / resolution. Please advise. Thanks. 

[RicaRicaF]

We’re having the same issue. Tried to factory reset multiple times with no solution. 

[Cyzar]

Is there a fix yet?

[DavidF]

Hi,

Mine is doing the exact same thing. I’ve tried the Factory Reset and switching outlets and nothing is working.

[Joel_Purifoy]

My Nest Hub is doing the same thing, won't start up, stuck on grey screen with a "G" ... Tried everything, reset, nothing works, what can I do, it's not my fault and I feel that Google should replace it as this is a known issue

[LDN_1982]

I am experiencing this problem today. And nothing works to get the G off of the screen

[ChrisVenice]

Hi Frances I am having the same issue for a week. Can you exchange the faulty display?

[Meadhbhmac]

Hi Frances,

I have the same problem. I have followed the instructions outlined above but still brings me back to the Greg screen with white “G” logo. Any further instructions ?

Meadhbh 

[raunakhazarika]

Hi facing the same issue here. Started last week. 

[Hmsbug1994]

My device is doing the same thing. I’ve tried factory reset 3 times with no change. 

[Guinness1]

Hi there. Add me to the list as well of grey G. Need a new one.

[ManojD]

Hi- I am having the same issue. Is there any timeline when this will be resolved? 

Thanks

Manoj

cell: 603.674.0956

[Justoldme]

Google nest hub gen 2 stuck on gray G screen

I can't reset .

[Korisek]

Hi, I have same problem since this morning, probably after some update and morning automatic restart (usually around 3. am)  I was able to reset the device to factory settings, it worked fine until I tried restart the device from the google home app. It looks like some last update broke something. I will setup device again and wait for next auto restart.

[Korisek]

Just to clarify, nest hub keeps restarting over and over again

[Muddi]

Hey Justoldme,

I understand how challenging it can be to not have a working device when needed. This is related to a similar trending issue on this link. Rest assured that our team is aware of this and is already looking into it.

• Have you tried plugging the device to a different power outlet?
• 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 that may help us fix the issue:

1. Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while you plug the device back in. Release the volume button once the device turns back on.)
2. Attempt a factory reset once the device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

@Korisek: Could you tell us when is the first time you notice that your device keeps on restarting? Also, please check the firmware version of your device. On the Nest display, swipe up from the bottom edge of the screen, then tap "Settings"  > device information. Take a photo then share it here.

Looking forward to your response.

Cheers,

Muddi

[Muddi]

Hey folks,

My apologies for the delays. For users having issues with getting stuck at G-Logo, this is related to a similar trending issue on this link. Rest assured that our team is aware of this and is already looking into it. I'd like to gather some details:

• Have you tried plugging the device to a different power outlet?
• 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 that may help us fix the issue:

1. Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while you plug the device back in. Release the volume button once the device turns back on.)
2. Attempt a factory reset once the device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

If the above troubleshooting steps did not work, please reach out to our support team for real time assistance via this link: https://support.google.com/googlenest/gethelp

Cheers,

Muddi

[EricaVanT]

Thanks for the response.  It’s been about a month.  I have it at my work so I didn’t start messing with it until this week.  It wasn’t using the device when I noticed it.  It’s stuck with the G.  I have turned off, plugged into different outlets and had done the entire reset. And still nothing. Thanks 

[Martin25]

Stuck at grey screen with white G

Yes, tried different outlet

Right around 27.03. (day of change to summertime here)

Yes, it showed the G

.

Device is always turned off by a smart plug at night

Reset, reset, reset, ....

[Muddi]

Hey Martin25,

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

Cheers,

Muddi

[Martin25]

Form filled out as suggested.

[Mr_Borssie]

Hi all,

Same here. I'm facing the same issues. Have a Nest Hub Max and Hub 2nd gen both in my living room, both were rebooting and showing the rotating balls , than after a few minutes the screen goes black and reboots itself.

[Amyme]

Also having this issue on my Dad’s device, same version, as of today! Following

[Korisek]

@Muddi Hi, it started today in the morning (29. 3. Central european time). I bought Nest Hub 2 device in Germany. Cannot find any OS information on device or Google Home app (probably version without Fuchsia OS installed), sending technical info I found. The hub is now working without any issue  after factory reset but I didn't try to restart it again

 

 

[Mr_Borssie]

In addition, I unplugged my Nest Hub Max and let my other Nest Hub 2nd gen plugged in, right now I'm off to work, so really curious what to see when I'm back at home. Hope it's ok to leave my Nest Hub Max unplugged

[Metalergr]

Hi.

Same problem to my 2nd gen hub today. 

I woke up and find it in boot loop situation.

Now I m at work and i will check it again later.

Bought one month ago.

[Ruelmen]

Hello,

I have the same issue with a Google Nest Hub 2. I tried the factory reset but instead of having the boot loop, the Hub is stuck in a grey screen.

[Korisek]

Many people reported the same on Reddit.

I saw the video with updated UI, version is the same as I posted, but on my device I still have the old interface. It seems like update is not completed (?)

[Ruelmen]

I have unplugged the hub and started again, it is now working.

EDIT: i have unplugged it for more than 5 minutes

[Sturhm]

Same here this morning, i had to unplug it. And no new interface on mine but updated to the new software version.

[Vader]

To fix this, you have to reboot the device from Google Home.

[Justoldme]

After endless restarts it's now up and running like there's nothing to it. The other device I have has not had the same issues as this one. 

It will be interesting to see if the same problem reappears tonight when it  automatically restarts