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. 

[Kivotunes]

I have the same issue with my nest hub.  Its stuck on the G screen and I cant restore factory settings or enter safe mode.  Please help

[frances]

Hello @Kivotunes

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: 7-8624000031634. Thank you.

[Yonatan]

Got in touch with Google support, after attempting the reset thing again they agreed to replace the faulty device. My entire house is Nest-based and I'm glad about this response so I can continue investing in my Google home with confidence.

[vegasChef]

How do you get in touch with Google support?

[frances]

Hello @vegasChef

To contact the support team, you can fill out this form: https://bit.ly/3adTfGB

Please let me know if you have any other questions or concerns. Thanks!

[frances]

Hello @Yonatan

Thanks for the update! I am glad to hear that your issue has been resolved. Have a great day!

[Tanjaahoff]

How did you get in touch with Google support

[ShanMae]

This is happening to me as well. It's extremely frustrating! 

[frances]

Hello @ShanMae

Thanks for your post.  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: 9-4169000031700.

[UrbanFresh]

I have the same problem, the factory reset doesn't come up it boots differently but eventually goes to the same screen, I can see it connected to the wireless with my router. I tried creating the same wireless hotspot on my mobile as I have read reports that it works, but it still does the same thing.

[frances]

Hello @UrbanFresh

Thanks for your post.  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: 5-7132000031971. 

[UrbanFresh]

I have tried all the steps outlined here, and I am still facing the same issue.

[Natalie]

The same thing has happened to my Google home today. The screen is stuck on grey with a letter G even after a factory reset. Please advise what I can do. 

Thanks, 

Natalie 

[frances]

Hello @Natalie

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: 2-7309000032082. 

[Natalie]

Hi Frances, 

Thank you for your reply. As yet I haven't received any help from the support team. All that has happened is that I get an email each time someone posts on this page. Please advise what support Google is giving us. All I can see is lots and lots of people posting that they have a grey g but no messages from Google to tell us how to fix it. 

Many thanks,

Natalie

[frances]

Hi @Natalie

Thanks for your message. I apologize for the wait. 

The email is confirmation that you have a case with the support team. The support team is currently working as fast as they can through these cases. When they start your case, they will try some troubleshooting steps and try to resolve the issue.

If you have any questions or concerns regarding this issue, please feel free to contact the support team via chat or email and refer to your Case ID. Just a reminder, your Case ID is: 2-7309000032082. 

Once again, thank you for your patience.

[DCWORKS]

Same issue, just happened this morning (I live in Indonesia) stuck with this screen with G, every time I try either reset or restart it’s not working. Frustrating, please provide a good solution for this. Thank you.

[frances]

Hello @DCWORKS

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: 0-0994000031353. 

[shrestharicky]

My hub is stuck on g screen and I have already tried to reset several times but no luck. It is stuck on g. Need help to resolve this issue please.

[frances]

Hello @shrestharicky

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: 6-1949000031756. 

[RBINL]

Please add me to the list.. also happening with mine

[frances]

Hello @RBINL

Thanks for your post.  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: 2-8851000032017. 

[JakePulli]

Please add me to the list as well. No fix from several reboots. Still stuck on "G-screen".

[frances]

Hello @JakePulli

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: 4-3523000031365. 

[choudhrybilal]

Hello, my google nest is stuck at startup G logo. It is getting very frustrating now. Please help!

[frances]

Hello @choudhrybilal

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: 4-1559000031894.

[immortal316]

Have the Exact same problem, my hub(First gen) is stuck on the 'G' screen. Already did the factory reset/recovery mode and its still stuck on the Grey 'G' screen. I use my hub to control my nest temperatures and view my Nest doorbell cam, its really frustrating that i cant use it anymore.

[frances]

Hello @immortal316

Thanks for your message. I looked into your case and saw that you were able to connect to the support team on October 5, 2021. 

If you have any other questions or concerns regarding this issue, please contact them again and refer to your case ID. Just a reminder, your Case ID is: 1-0787000031763. Thanks! 

[KapilKaul]

Google team, I am facing same issue with my nest hub stuck at grey G screen. It's a first gen hub. But it was working perfectly fine until just 5 days. So many people are facing this issue.. please actively share a solution. All as a Google community member don't want to lose my trust in Google services and products.

[KapilKaul]

Also wanted to mention I have tried options of Factory reset, recovery as mentioned.

 https://support.google.com/googlenest/thread/111194794/og-nest-hub-bricked-or-broken?hl=en&msgid=123...

[frances]

Hello @KapilKaul

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: 7-7775000032251. 

[StacMagg]

I am having the same issue. Stuck on the G-screen. Won’t reboot. Did several favors resets. No dice.

[frances]

Hello @StacMagg 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on October 10, 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: 5-2970000031716. 

[rwn]

Case ID is: 8-7214000032298

My hub will only work for a short period of time (few hours maybe) after rest+factory reset + setup.

Getting to work even a short time has been problematic.

Sometimes I tried the reset+factory reset again and got to the setup, got it connected to the wifi, and was finishing the setup by selecting photo albums when it became unresponsive and fails with: "there was a problem setting up Nest Hub"

I tried the reset+factory reset again and got to the setup, again connected to the wifi and was finishing the setup by selecting photo albums when it became unresponsive.

I checked the wifi router and saw that it had an IP address and I could ping the address. So it was "running" and connected to wifi but had a blank screen.

Finally I deleted the hub from the app and tried the reset+factory reset again, got to the setup, again connected to the wifi.

This time I did not set up anything in the app at this phase.

It was working and displaying stock/google photos.

I configured it via the app to display my photos.

It was running the slide show of my photos, and responded to voice or touch commands for a few hours

At some point it crashed and went to a blank/gray screen. The hub is still connected to the wifi router and responds to a ping. So the OS kernel and networking must be running to a degree and the interface apps are dead.

The google home app says it is not available.

When it was running I captured a screen shot of the info on the hub to get the firmware versions:

System firmware version: 1.20210119.2.1390060

Cast firmware: 1.52.260996 Language: English (United States)

[frances]

Hey everyone, apologies on the delayed follow up for some of our cases.

Our team is working through these as quickly as they can and I've also passed along this feedback. Please know that someone will follow up with you soon and I'll share more details as they become available.

[NptSticky]

Mine just started doing this yesterday. Followed the normal solution, and every time I try to factory reset, it just goes back to the grey screen with the G. Please help.

[frances]

Hello @NptSticky 

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: 6-0123000031776. 

[AndrejSk]

I chatted with G representative more than a week ago; he promised, that my exchange was approved by his higher tier; now they told me that they have some issue with unavailability of Logistic in area; I live in Slovenia, Europe, and all global delivery companies deliver here, so I cannot understand why the delay...Or are they just playing cats & mouses with me 😞

My case ID: 5-8247000031550

I'm really dissapointed with G this time 😞

[frances]

Hello @AndrejSk

Thanks for reaching out. I am sorry to hear that you are encountering issues with resolving your issue. I understand your concern.

I would suggest contacting support one more time through that email or through chat 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. 

[Ronsard_Qc]

HI,

Since last update, I have the same issue. Grey screen with a ‘G’ very unfortunate and frustrating. 

 Can’t believe Google has no real solution.

Alain