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