09-02-2021 07:28 AM
Hub stuck on g screen factory reset brings it back to g screen. Power off overnight, no change.
Answered! Go to the Recommended Answer.
04-13-2022 03:22 PM
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:
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
Cheers,
Muddi
04-04-2022 11:20 AM
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
04-05-2022 12:16 PM
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
04-13-2022 03:22 PM
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:
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
Cheers,
Muddi
05-29-2022 04:44 AM
06-04-2022 06:39 PM
Hi RobCampbell,
Thanks for posting. It looks like this issue is the same to this thread that you also created. I'll duplicate this one and let's continue from there.
Please be advised that this thread will be locked automatically once duplicated in the main one.
Thanks,
Jennifer
09-27-2021 08:28 AM
Hi,
Sorry so many of you are having this issue. I am just a volunteer Nest user here in the Community so not much help I can offer--- but if I were experiencing this on my device I would give phone or chat support a try. I feel like that has been the best option. Thanks to those of you above that have given the link for the others on the thread.
Jill
09-29-2021 10:21 PM
I am sorry you feel sorry for us, the phone support is all saying sorry as well, Sorry they cannot help because they are not the correct dept. OR they cannot escalate higher, or they will point you back to the same useless support webpage which goes in circles with no resolutions. Google after sales service is terrible. I am sorry for even trying to buy my first ever google product.
09-30-2021 10:11 AM
Maybe you were selecting the wrong option? I clicked thru links last night to return my product. Found the option for exchange. Choose the contact via callback. Less than a minute after clicking the button, my phone rings and it's Google calling me back with a rep. We ran thru so the possible reset steps. I sent her several pics as requested. And they are servant me the labels to send back the old one. Once received, they will send me the new one. Same model.
The link should be posted in some of the replies above. The process took about 30-40 minutes. Hope that works for you and anyone else reading this.
01-22-2022 10:07 AM
I did the same, but through google chat. Went though sending them a pic and getting the shippling label for my old one, shipped it out last week, and got the new 2nd gen unit yesterday via FedEx. I did not have receipts since it was a gift, but they just needed the serial # and pics of the unit with the grey G screen and the case # written next to it and they took it from there. Great customer service. Here's the link where I started.
https://support.google.com/googlenest/gethelp?hl=en
05-19-2022 12:30 PM
Hey all,
I am sorry to hear about the trouble with your device, and for the delayed reply. I wanted to reach out, and ensure you are being helped. I did find a couple troubleshooting steps that may be of help.
Let me know if that helps or if the issue is still present from here.
Best regards,
Jake
05-23-2022 12:18 PM
Hey all,
I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.
Best regards,
Jake
05-26-2022 11:10 AM
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
05-27-2022 10:34 AM
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
09-27-2021 08:59 AM
Hi, if someone fixes this please let us know how to solve it. I contacted google with service number 1-7283000031466 and the answer was "Sorry. Theres nothing we can do. " I`ve had this Google hub for 14 months and it seems google doesnt care.......
10-01-2021 03:23 PM
Hello @Oxsa,
Thank you for taking the time to post and reach out to Google Support. I am sorry to hear about your situation, I definitely understand your frustration.
If you have any other questions or concerns regarding this issue, I would suggest contacting support one more time through that email as they are the only ones that can help you in this scenario. The support team has a more in-depth view of this situation.
I apologize for the inconvenience caused by this issue and situation.
01-03-2022 04:24 PM
Hi Frances I’ve done the unplug and reboot with all factory plugs. I did a factory reset5 times but continue to send up on the grey screen.
01-03-2022 04:40 PM
I had the same problem. Here are the order of events that seemed to work for me:
1. unplugged the unit. plugged back in while holding both volume buttons. (didn't work - still grey screen)
2. Did #1 a second time, same result.
3. Kept the unit on and then held both volume buttons down until i got a voice prompt from the Hub that it was going to factory reset. Upon reset this time it went through the initial setup page. I don't know if I just got lucky or what.
09-27-2021 07:46 PM
I’m having the same issue and nothing has worked. It also started after a power outage and it has never recovered.
10-01-2021 03:28 PM
Hello @Oilypotato
Thanks for your post as well.
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: 5-4454000031963.
09-28-2021 03:55 AM
This is beyond Customer care — they neither have replacement, nor fix or refund. This is manufacturer design defect not an individual warranty case.
09-28-2021 07:07 AM
I don't even know how long this has been going on... several weeks at least. I'm so frustrated...
10-01-2021 03:32 PM
Hello @AlyBugg
Thank you for your message. I looked into your issue and saw that you contacted Google Support on September 30, 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: 7-3475000031591.
10-01-2021 03:33 PM
Hello @higgamack
Thank you for your message. I looked into your issue and saw that you contacted Google Support on September 30, 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: 8-5230000032023.
09-29-2021 08:27 AM
Same issue here - device is stuck on G on a grey screen. How do I get it replaced?
10-01-2021 03:36 PM
Hello @cjster
Thanks for updating us! I am glad to hear that your device is running again.
Please let me know if you encounter this issue again, I'll be glad to help.
09-29-2021 09:17 AM
Everyone - what worked for me - unplug for 10 seconds, plug in for 10 seconds, repeat until it suddenly boots. Worked for me on cycle 3.
01-04-2022 12:24 PM
Tried that and it didn’t work…even held it down for 10cycles
09-29-2021 12:21 PM
I’m having the same issue with no luck.
10-01-2021 03:39 PM
Hello @W13
Thanks 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: 7-9644000031496.
12-18-2021 07:15 PM
I'm having the same issue. Unplugging and factory resets have not fixed the issue. I'm very disappointed that this issue has been going on for at least 3 months without a solution.
09-29-2021 06:40 PM
I thought it was a power surge that hairbrush a few days ago, and usually my hub recovers fine, but now it's a brick. Like everyone else's here. Looking into contacting Google support now.
09-30-2021 04:49 AM
So I found Google support for the home hub on the website and chose the return item option. I chose the callback option and as soon as I hit the button, my phone ran and it was Google. We ran thru all the reset techniques, all the ones I tried already, but we did again. So. Many. After all the hoops and about 30 minutes later, they're sending me a shipping label for my old one. Once they receive the old one, they will ship a new one of the same model. Yay!
09-30-2021 08:29 AM
Where about is that? which country?
I reside in Singapore and basically there is no support! can you believe that!
11-18-2021 03:58 AM
im worse, im in Kenya))
10-01-2021 02:59 PM
Was it under warranty?
10-01-2021 03:43 PM
Hello Tamblin,
Thanks for the update! I am glad to hear that your issue has been resolved by getting a replacement device.
If you have any other questions or concerns regarding this issue, please contact the support team again with your Case ID.
09-30-2021 08:52 AM
For all those reporting the issue with the grey screen, please report to Google Support (unfortunately this page cannot report it for you). My replacement arrived within 2 days of sending my old one off and they have replaced my 2 year old hub with a 2nd gen one. Cannot fault their customer service. (BTW I don't work for google so cannot help in any other way - just passing on my experience)
09-30-2021 09:41 AM
GUYS. Just got off the phone with Google Support. Sent a pic and the ID. They are sending out a new one. Easy peasy! CALL THEM!
10-01-2021 12:41 AM
Add me too please! Same issue
10-01-2021 09:55 AM
Hello @JordanL,
Thanks 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: 9-7983000031779.