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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 ACCEPTED SOLUTION

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 solution in original post

1,516 REPLIES 1,516

google support told me, that my country doesn't have a google representative agency.. so google can't do anything to be responsible...

 

what the ****

 

I can't believe a giant company like google...

where, has made a lot of profit trillions. while from me they can get google photos premium, youtube premium, youtube music, and other premium playstore applications.

Really can't believe it, they are trying to run away from responsibility... that their product is a failed product and must be called back

very much lost by shenzhen

Mardisb
Community Member
Screenshot_20211122-173933.png

I got this email today.  Again, I answered all the questions in a reply to the post that Frances person posted Monday (date would probably be 11/15/2021). Then support emailed me and asked some more questions which I answered. They then sent me a return label for the defective device. Hope this helps some people.

 

Thanks for reaching out to the Google Nest Customer Care Team.

 

 I can confirm that the faulty unit has been returned to us. Because of that, I requested to send your replacement device. You should receive another email update from the Google Store when it ships out, which normally takes 1-3 business days.

Please let me know if you have any questions.

Tenlayer
Community Member

Do you know if you received a new device or just a refurbished device?

I'm currently waiting on my replacement to arrive after having sent back my old device. I was instructed to keep the power adapter which I thought was weird

I have sent my hub off today and told to keep hold of my charger also, so I assume the replacement will be a refurb unit 

pcmann2004
Community Member

I have tried everything, the device still goes to gray "G"

drdjin
Community Member

Same problem, reset a few time changed plugs no success. Please help

joostv
Community Member

The issue mentioned above started for me today. I tried all mentioned steps in this thread but it is still stuck on the "G" screen. Is there anything I can do to fix this? Thanks!

CharlieG
Community Member

I've got exactly the same problem as all these other people and I have no idea if this hub is my newest one or one of my oldest, but this practice of saving we will contact you instead of just saving our software has malfunctioned and there is no way to recover your device is irritating.  Since everything was working just fine minutes before it would be really nice make some use of this hardware.  

Had this problem for very long. Now my warranty is just expired waiting patiently for months. Yet Google let me to be patient and ask for my details of google nest serial number and where it was bought. Just hoping they will replace it with a reburbished set or hopefully my daughter can replace her gift this Christmas. Not sure will face similar issues again as I see similar cases daily now. Think it is getting worse.

go2boss
Community Member

Hello? 
I have same issue. and more 10 times I tried reset but same.
Plz. case Id number.
Thanks

noahrichmond
Community Member

Hello,

 

My Google Home hub display just stopped working - it turned grey and the factory reset method doesn't help. Can you please set up a technical support ticket for me?

Qrkx
Community Member

Having the same problem too. Google nest hub stuck at G on grey screen. Any solution? 

Lawrence
Community Member

Only solution is to get it replace if still under warranty. There is no solution unless the unit is opened and the firmware flashed.

Bkelektrik
Community Member

yes that's right... there is no solution, because google is too stingy to share the firmware which is actually not good.

and even he locked this that's all...

fixmyhub
Community Member

Hello, I am having the same issue. I have tried resetting with no luck.

Gold
Community Member

I too have tried the factory reset but no change. How do I fix?

AliBTC
Community Member

Option 3 worked in my case, repeat 10 times and then it started again. 

Google Nest Hub (2nd gen) and Google Nest Hub Max

  1. Please ensure that you are using the official power adapter that came with the Nest display.
  2. Please plug your device in a different power outlet, and then attempt a Factory Data Reset.
  3. If this issue is unresolved, perform the workaround below:
    • At the back of the Nest display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with the G logo shows up
    • Repeat step one, 10 more times. (For a complete total of 11 times).
    • After plugging the power cord back in, wait a few moments for the device to reset. It will announce “Welcome to Google Home” to signify that it’s ready for setup.

Did this method for anyone else? I have tried Option 3 too but nothing works. It's still stuck with the logo.

Does Google have any solutions yet?

Jake
Community Specialist
Community Specialist

Hey all,

 

Sorry for the late reply. I wanted to follow up and see if you are still in need of any help with your device being stuck on the G screen? Please let me know if you are still having trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

Cshenry_56
Community Member

Mine is still stuck 🤦‍♀️on the G screen

VL
Community Member

Jake I have this issue and tried everything mentioned no luck. What is root cause? 

Jake
Community Specialist
Community Specialist

Hey all,


I wanted to check in and see if you are still in need of any help with your device being stuck on the G screen? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

jayo4estall
Community Member

Yes please. Tried all of the above and still no change. 

Jake
Community Specialist
Community Specialist

Hey all,


I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

JokingJ
Community Member

Inactivity? My dude, people post in the main thread every single day saying they're having this issue, but there are also people responding directly to your thread who've yet to be helped (which is to say: don't be dense).

If whatever Google-y powers that be have told you to lock this thread, I guess there's no changing that, but don't just ignore reality...

Jet10a
Community Member

Jake, I get 3-5 emails every day from people with this same problem! How does that equal inactivity??  Google is sliding lower on my list of vendors. Support for my Pixel 3 XL was dropped and now I have a Nest Hub that doesn't work and your fixes haven't helped. Now you are going to stop listening to the complaints?

rmmr111
Community Member

I'm just laughing at this automated reply just as helpful as the first one where you asked if you could be of assistance. Google is not supporting these devices anymore, they want us to buy the new ones.... Nothing is going to be done and we will end up without assistance and with a faulty device. The thread will be closed due to "inactivity" even though there are daily answers from users with ongoing situation. Great job.

Quita
Community Member

Mine is still not working 

jayo4estall
Community Member

The only inactivity is my hub. Nothing worked. Tried every suggestion  multiple time over multiple days. The amount of people having the same issue scandalous. 

Jake
Community Specialist
Community Specialist

Hey all,


It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake

Meadhbhmac
Community Member

Hi Jake ,

Yeah mine is still the exact same after trying to factory re set. 
keeps returning to grey screen with the g. 

Regards Meadhbh 

thenoob
Community Member

So I've had my ticket open for more than 3 months and still no resolution. And on top of that, I only hear from support after I reach out and ask what's going on.

I thought about getting the hub max but with the issues I'm having with the regular one, I might end up switching to amazon's show. This is ridiculous.

RiazS
Community Member

My device in the last month began to have the same issue. I logged a case myself with support. The response received below.

Hello Riaz, With all things considered, we hope that you are doing great. We've checked the details of your Google Nest Hub and it shows here that your device is no longer within the warranty period and we can't ship a replacement device in South Africa because it's not yet a supported country. We’ve tried to pull some strings and check with our higher tier of support if we can provide a one time courtesy but to no avail. Our system shows that the warranty expired a few months back and it can no longer be adjusted. For your reference your case number is 5-4967000031565. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

I suspected well before this reply that this would most likely be the outcome of my case. I have replied to this but I doubt I will even receive a reply from support.

I believe this was caused by a firmware update that was pushed to google devices recently. Is there any way I can get hold of a firmware image for the device which has been fixed so that I can flash the device myself using the hidden micro usb port? To be fair I know that I am not the only customer who has experienced this issue in recent months and there are actually a lot of bricked devices since this firmware update was rolled out. This is actually a terrible customer experience and not expected from a company the size and with the reputation Google has. I believe many customers, especially the more tech savvy ones, would be happy to attempt a repair themselves if the firmware image was made readily available and their device is out of warranty. If Google cannot and will not at least attempt to make some effort to fix this issue, personally, and I am pretty sure many customers, who have had the same experience will simply move over to other brands who offer the same or similar devices. Personally I have already been looking at getting an Echo Dot because I had a feeling Google would simply dismiss my device being bricked (even though it is no fault of mine) and offer no support or replacement.




Lawrence
Community Member

Riaz, I am totally with you. Reported the case within warranty period but was told that the online purchase I made was not their authorised online reseller so they would not replace it and also said they will raise it to their next level but did not come back till and now the warranty has expired. If you see the posts, this is clearly their firmware update that caused all units to bricked and they do not want to admit it or rectify. I had asked for-the firmware to flash ourselves too but no response from google. By the way,  can you let me know where is the hidden micro usb as I understand that we have to remove the glass panel to access it.

RiazS
Community Member

The micro usb is actually under the rubber cover of the base of the speaker. Very easy to access. The rubber cover is simply held on with some adhesive. There are several modes the device can go into and the usb port has more than one function depending on what mode the device is booted into. When one holds down both vol up and vol down and plugs in the device and almost immediately releases the vol keys the usb shows up as a GX-Chip which is the type of device many TV's use for firmware updates and I believe the mode we need to be in, in order to flash the device ourselves. In other modes the usb port shows up as two CDC-Ethernet ports or some sort of transfer device (although only briefly before reverting to CDC-Ethernet). The GX-Chip uses an amlogic driver and there is also an amlogic usb burning tool which one can readily download from the internet.

Lawrence
Community Member

Riaz, thanks for sharing and you seem very technically competent. Think it is straightforward to flash it ourselves with simplr instructions as probably the only solution. Also, when the take back the sets, they will flash it and supply as refurbished sets that most are getting as replacements. Don’t think they will do anything though as this has gone on for so long and good that we are seeing more cases recently.

danielcollin29
Community Member

My Google Nest keeps rebooting with the Grey screen with the Google G in the middle. This happens over and over again. I've factory reset several times over the last month and also left it over night to wake up to it still resetting. What are the alternatives? 

Starlina
Community Member

My google hub isn’t working. I’ve tried everything and it starts with the g on the screen then just go’s all grey. I’ve tried factory reset I it and moved it to different plugs. Nothing is working. What can I do to fix this issue?

SentientCraft
Community Member

Having the same problem with screen frozen on G. I now have a Google Nest Hub Nightlight Paperweight!

Chrisv2303
Community Member

My having this problem too