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Hub stuck on grey β€˜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 Recommended Answer

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

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1,523 REPLIES 1,523

EyalE
Community Member

Hi, 

 

I’m having the same issue with my Google hub. Stuck on the g screen with recovery or factory reset not helping. 

frances
Community Specialist
Community Specialist

Hello @EyalE

 

Thanks for reaching out. I looked into your issue and saw that a case was made for you on September 21, 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: 4-4466000031958. Thank you.

Cherail
Community Member

I've tried all the troubleshooting steps and it remains with the G stuck.

Tonyrav
Community Member

I am also having the same issue for the past three weeks. 

frances
Community Specialist
Community Specialist

Hello @Tonyrav

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 21, 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: 6-7521000031359. Thank you.

Yonatan
Community Member

My Display Hub is also stuck on G.. tried rebooting, resetting and all the above mentioned solutions, none worked πŸ˜•

Please help πŸ₯Ί

frances
Community Specialist
Community Specialist

Hello @Yonatan

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on October 1, 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: 3-5670000031921. Thank you.

Nagrom
Community Member

Hello everyone I am having the same issue. How can this be resolved.  

frances
Community Specialist
Community Specialist

Hello @Nagrom

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 25, 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: 6-0186000031596.

Duez
Community Member

Hi

I have the same problem with the Nest Hub stuck with only G showing.

Please add me to the list how to solve the problem.

Best regards Jan

frances
Community Specialist
Community Specialist

Hello @Duez

 

Thanks for reaching out, I understand your concern.  

 

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: 5-6864000031085.

ma7923
Community Member

Mine stuck on grey G loading screen as well, how do I get a case number?

https://support.google.com/googlenest/gethelp

Then Choose Google Home and the rest should be self explanatory.  The lady I spoke to was VERY helpful and confirmed I could get a replacement and after uploading a few photos everything was sorted.  My bricked device gets collected today πŸ™‚

thank you! I contacted supported, received my case number after explaining everything, and will receive instructions to send the item to Google and receive a working one πŸ˜‰

 

Doesn’t work for me. They don’t care after 90 days of sales. Even though they have design defect and no fix.

Tamblin
Community Member

Since the bricked box can't connect to the internet,  there's no way they cab just upload a fix to your machine.  You will need to contact their support,  they will run you thru all the steps to try to reset the box. All. The.  Steps.  Just go with it for poops and giggles. And after about 30 minutes of troubleshooting, they will get you set up to return the box and they will send you a replacement.  I was able to make contact yesterday and they are in the process of shipping my return label. 

Lawrence
Community Member

Mine can connect to the router but still there is no solution.

Can I get mine replaced too. It is bricked too.

sanatv
Community Member

Add mine to the list stuck on β€œG” screen, have tried every suggestion in this thread and previous. Google when will you have a solution?

frances
Community Specialist
Community Specialist

Hello @sanatv

 

Thanks for reaching out, I understand your concern.  

 

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: 6-0311000031751.

frances
Community Specialist
Community Specialist

Hello @sanatv

 

If you have a question regarding the device and it's warranty, I recommend you reaching out to the support team and referring to your Case ID as they are able to answer that question and have a more in-depth view of this situation. Just a reminder, your Case ID is: 6-0311000031751.

 

Lawrence
Community Member

I had case IDs too but no resolutions. Just a record and keep everyone busy.

hykm
Community Member

I am also having this issue. Have tried factory reset, unplug for 24 hours, and repeat with no luck.

Value7
Community Member

Having the same problem 

Emeryf
Community Member

Having the same problem here: bricked with a white G on a grey background. have gone into recovery mode, then factory reset, only for it to boot back up and go back to the grey screen with white "G" in the middle, had it powered down long tim, tried recovery and reset again, still nothing, Belgium, 

frances
Community Specialist
Community Specialist

Hello @Emeryf

 

I am glad to hear that you were able to get your issue resolved by getting your device replaced! 

 

If you have any other questions or concerns regarding this issue, please email back support with your Case ID. Just a reminder,  your Case ID is: 4-8340000031878.

Tpg
Community Member

Same problem.  Power off reset and attempted factory reset but does not fix

JPoole
Community Member

Same  so annoying  completely unreliable product and no support.  They should be required by law to replace all these bricks.  They created a screen to tell users the product is broken...says a lot

wojalee
Community Member

Hi my Gen 1 Google hub also boots into a lit black screen. Unable to reset firmware or factory reset etc.

Some help would be great 

Emeryf
Community Member

https://support.google.com/googlenest/gethelp I used the chat function. Google Nest support did not solve the issue, but I received instructions to send it back to them and I will receive a fixed/new? one.

 

frances
Community Specialist
Community Specialist

Hello @wojalee

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 27, 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: 1-6563000032060. Thank you.

Tizzle
Community Member

Still waiting 

Emeryf
Community Member

Did you try contacting support?

https://support.google.com/googlenest/gethelpI used the chat function. Google Nest support did not solve the issue, but I received instructions to send it back to them and I will receive a fixed/new? one.

Tizzle
Community Member

Yes provided support with everything they asked for last Tuesday still nothing 

JillG
Diamond Product Expert
Diamond Product Expert

did you get a case number @Tizzle ?

 

Tizzle
Community Member

I did on the 9th September, Case ID [9-5727000031847]. Yet here I am 4 weeks after originally raising the issue 

frances
Community Specialist
Community Specialist

Hello @Devin_Hart 

 

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: 2-6078000031788. 

frances
Community Specialist
Community Specialist

Hello @sgoodbulldogs

 

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: 9-5042000031207. 

frances
Community Specialist
Community Specialist

Hello @BasilBell

 

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: 0-8422000031748. 

Lawrence
Community Member

Seem many case ID made. Google knows the issue and except for replacements, there is really no solutions. Why push out an update that caused this problem in the first place. Must take the responsibility for a problematic update. Cannot expect everyone to waste their time over this unproductive. Google has cause it to become a brick in everyone’s house. Will you still want a Google nest? What if they cause another errorness update again.