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. 

[arnoldmccann]

google nest hub wont reboot stuck on gray screen any advise besides a hammer

[Lwssolo70]

This is the email I sent to GAMERS NEXUS This evening, I was censored by G and am trying to spread the word. G should replace our devices but they do not intend to. please email # they did a great job with Newegg's wrong return policies and they have millions of followers on Youtube, hopefully, they'll pick the story up.I have been waiting for fo G to do something about our common problem since oct 21. Unacceptable.

""Hey Steve and Team,

big fan here! Since lately you have been protecting customers against big corps, perhaps you would like to enquire about Google's policies on return and mishandling of warranties.

Google's Nexus devices (the screen+speaker thingy) were subject to an OTA system software update in late Oct 21. The software engineers fxxxxx up something and bricked thousands of devices worldwide. To this date, they have replaced a few in the US and none to my knowledge in the rest of the world, but mostly replied to customers they were assigned a case number while the "very busy" team was looking into the matter. This affected thousands of people. No further action. silence, thank you for your patience ....Bla bla bla. I, (like many), to their request, actually sent them a video of the device malfunctioning to no apparent reaction.

Perhaps a story you would like to pick up? should that be the case just search "nexus stuck on G screen" on any web browser...you could be surprised.

Keep up the great work!!!!""

J.Oliver Mc Cormick

[Rangarajan70]

Sorry guys this is not working anyother idea, my nest is not responding, can someone post a soultion to my email id # ASAP

[Vijay119688]

i just got a mail from Ana from google support . i suppose its a bot . The link directs me to this community with the same issue . unexpected response from a big company like google . Much delayed . i am a user in India 

[Krolle94]

Hello. I bought a google nest hub for my mother, and it appear to have the same problem. The thing is stuck on "G"

Can you help me? 

[Sattlepop]

I have a google hub doing the same thing.  Just stuck on the grey screen with a G.  Have tried the reset and nothing, just the same screen again.

[KelliRDH07]

Same issues with gray screen and G even after several factory resets

[sasd]

Ugh, I have the same issue with one of my two Nest hubs. Factory reset, etc. did not fix. I held off contacting support since my other hub has experienced the occasional lag/ errors. I'm hoping they'll replace - it's crazy that this issue has continued on!

[Ripers1]

I have the same issue

[Rohitkumar30]

I am facing the same issue. Please advise

[RicaRicaF]

I ended up contacting Google’s service team via chat. We troubleshot the issue and it couldn’t be fixed so they’re going to send a new unit and I will return the old one. 

[Ripers1]

My problem is that the hub was a present and i don't have the purchase ticket, What is required for support?

[RicaRicaF]

Ours was too and I let support know that. They ended up requiring photos of the serial number etc to verify the origin of the unit. 

[Ripers1]

Thanks, i would try 

[Ripers1]

How should I proceed?

[Nuuknuuk1]

Tried troubleshooting the issue but my Google hub will not get passed the "G" screen!! Tried rebooting and factory resetting and still no solution.. has anyone figured out a fix for this??

[dhess34]

Same issue here, started 10 days ago. Factory Reset doesn't do anything. I can't believe an over-the-air update bricked a device in 2022. Unbelievable. 

[Aurelienr]

Hello i GOT the same issue...

[PerryGandhi]

My google nest hub is also stuck on grey G screen. It all started about 6 months back. Initially I thought my Wi-Fi was bad and it disconnecting. So I moved it near router. During all this I had to reset it several time and now from last 2 months it’s simply stuck on grey screen. No reboot or factory reset is working. I am feeling so frustrated that want to chuck it in the bin. 

[Azmael]

Same.. grey screen of death ☠️ factory reset doesn't do anything

[Lynravmd]

Same problem as mine. 😭😭😭

stuck at greyed G display 

[JokingJ]

Finally received my replacement Nest Hub, but it did take a fair bit of pestering to get Google to follow through on it. For reference, I originally reached out about the issue via chat, was walked through the factory reset steps and unplugging ritual again, and then went through the return authorization process.

After submitting the photos of the device serial, booting to grey G screen, and receipt of purchase, it was radio silence for about two weeks. Reached out again and was told that my case had already been escalated/elevated (they used the terms interchangeably) and told to sit tight. Another week went by and nothing. Reached out again and this time got someone who apparently had a bit more authority, as this support specialist basically just green lit the return more or less on the spot (in reality via the same email chain I submitted the original request, but they did so within 15 mins of the support chat session).

After that it was only a day or so until I got an email with FedEx label and instructions for returning. Once it was marked as shipped, they sent out the replacement right away and I had it a day later (via private courier no less), which meant about 3.5 weeks total until resolution, but multiple sessions of sitting in a chat and going through the motions.

In any case, my experience and others' show that Google support a) does know that this issue is affecting a fair number of users, b) doesn't know how to fix it, and c) will (probably) replace your device if you pester enough and/or get the right person. That said, the quality of support and willingness to acknowledge/fix the problem is clearly rather variable, not to mention somewhat slow and thereby pretty frustrating. And FWIW, I had a 1st-gen Home Hub display (the smaller size) from late 2018, and they replaced it despite clearly being out of warranty, so it's not as if they're devoid of compassion/understanding for their fault in this (i.e. companies don't tend to replace well-used, 4 year-old hardware unless they feel it is in some way defective).

The best move would be to issue some sort of statement and offer unilateral replacements for affected users, effectively with no questions asked (though submitting device serials and sending in defective units seems wise -- just enough hoops to jump through to dissuade bad actors). However, given Google's rather dismal reputation with hardware reliability (and tendency to brick their own devices with updates...), I highly doubt they'll go this route. Instead, it will come down to enough users being affected and Google dropping the ball for a media outlet to pick it up. Too bad...

[Ian3]

I have 2 google hubs. One not resetting when I try the factory reset; it just returns to the G in the middle of the grey screen. The other one which I have is fine. Can i get the failed one replaced

[lilyangel]

Same problem, opened a support ticket. They said they'd authorize a return/replacement but no update for 2 weeks. Reached out again and they just ambiguously said that we have to keep waiting for a upper management to verify device. Another week has passed and no update. This is becoming very frustrating for a problem that's entirely on their end. So disappointed with the way Google is handling this issue ...

[Quita]

I’m also having the same problem, tried recovery mode and factory reset but still just rebooting to a grey screen with a G in the middle. 

[Light11331]

I have tried the steps provided and have even tried to power cycle the nest hub but still just flashes between a blank screen and the grey g screen, really would appreciate any help

[Yogi_leo]

I have the same issue . Did someone find a solution ?

[jayo4estall]

I’m also having this issue? Grey screen,  tried factory reset to no change! 

[Rkaf]

This wasn't working after several attempts,  but then out of frustration I kept the volume key pressed down for several cycles of factory resets and it came back to life. I probably let it do the factory reset countdown 5 times without letting go of the volume key. It's been working fine ever since. 

[Beckypainter1]

my Nest Hub first rebooted itself and got stuck at the grey background G screen. I let it idle for about an hour before I reboot it by unplugging the power plug at the back. Upon reconnecting the power, the device booted to the G screen again. I have tried many different fixes I have found on Google support site but none has helped:

1. Switch to different power outlet with the original power adapter

2. Perform a factory reset with volume buttons and the 10 second countdown screen

3. Unplug the device for 10 second before connect the power again, and repeat the process 10 times

4. Leave the device at the G screen overnight

5. Leave the device unpowered overnight and reapply power

Despite all the steps I have tried I still have no luck brining the devices back to operational state. I have had this device less than a year. It has been working well with the doorbell and all Google devices at home. No setting was changed before this occurred. Please suggest what I can do to fix this. I now have no direct display of my front screen.

[Beckypainter1]

I am experiencing the same issues with the gray screen and a G I have reached out to so many and still no response 

[Beckypainter1]

my Nest Hub first rebooted itself and got stuck at the grey background G screen. I let it idle for about an hour before I reboot it by unplugging the power plug at the back. Upon reconnecting the power, the device booted to the G screen again. I have tried many different fixes I have found on Google support site but none has helped:

1. Switch to different power outlet with the original power adapter

2. Perform a factory reset with volume buttons and the 10 second countdown screen

3. Unplug the device for 10 second before connect the power again, and repeat the process 10 times

4. Leave the device at the G screen overnight

5. Leave the device unpowered overnight and reapply power

Despite all the steps I have tried I still have no luck brining the devices back to operational state. I have had this device less than a year. It has been working well with the doorbell and all Google devices at home. No setting was changed before this occurred. Please suggest what I can do to fix this. I now have no direct display on the screen except the gray G

[Drkpitt2]

I have this same issue. No changes were made to the unit and it just stopped working a couple weeks ago while I was out of town. Camera was dead. I've tried all the workarounds restore / reset and still nothing but a "G" on the screen. Please let me know if you hear from anyone at Google I need a fix as well!

[Guinness1]

Same here. Need a new one then by sounds of it.

[rmmr111]

Got the same issue a couple months after buying a home hub gen 1, no one ever helped me out, they said nothing could be done on this, because I dont live in the US they are not offering any support, which is sort of sad, but hey.

[Zumoney]

Unfortunately, I'm experiencing the same G screen that is stuck no matter if I unplug or perform a factory reset. Please let me know what I can do 

[Drkpitt2]

I have the same problem. Recovery mode and reset does not help. The unit still gets stuck at the "G" Screen. How do I get this fixed or replaced?

[WarrenChandler]

Same problem.  Device updated and then bricked and Google won't replace the unit.   Their update bricked it, yet we're supposed to pay for a new one to fix it?   Disgusted with them right now.