Google Nest Community

Tizzle · ‎09-02-2021

Hub stuck on g screen factory reset brings it back to g screen. Power off overnight, no change.

Muddi · ‎04-13-2022

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:

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
Repeat the first step, 10 more times.
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:

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.)
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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Holemt · ‎02-10-2022

I’m having the same issue. Factory reset will not work. 😞

Taranpreet · ‎02-17-2022

My Google Nest Hub has stuck on grey G. Factory reset is also not working for it.

frances · ‎10-04-2021

Hi All,

Thank you for your patience during this time. I understand all of your concerns and frustrations. I appreciate everyone sharing their feedback, suggestions, and updates.

I have gone ahead and made everyone a case or looked into your case and provided you your Case ID as a reminder.

Our team is aware of this issue and is actively looking into it.

For those asking how to contact the support team, feel free to use this form.

I will keep this thread open so folks can continue posting updates as they come in.

Once again, I thank all of you for your patience!

Phil80 · ‎10-05-2021

Hi Frances,

I'm also experiencing the same problem. Can you advise? Also your link to the support team doesnt work.

frances · ‎10-05-2021

Hi @Phil80

Thanks for your post. I updated the link, thanks for pointing that 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: 0-3838000031638.

KevinE · ‎02-19-2022

Frances, can you help me as well? I have the same problem. My Home Hub just displays a gray screen with the G logo. I have tried changing outlets, hard resets (factory resets) multiple times to no avail.

The recovery screen appears the countdown finalizes - then the screen goes to white, black, and then back to the same Gray screen with the G.

It appears the device has been bricked. My other device, bought at the same time is functioning properly.

teslallgood13 · ‎03-20-2022

hi can you make me a case as well? i’m having the same issue

RicaRicaF · ‎03-21-2022

No you will have to raise a case of your own to address your unit

rwn · ‎10-05-2021

Hello,

I have an original google home hub. I recently stopped working properly and go to a blank screen. I tried a reset but that didn't help. I tried a factory reset. It got to the point of setting the wifi and then stopped. Now it won't reset or factory reset. Only the white G on gray screen. I've tried different outlets and doing the resets multiple times. It looks like a software update has bricked it.

frances · ‎10-07-2021

Hello @rwn

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: 1-8554000031993.

Tnoble · ‎03-08-2022

Can you make a case for me as well

rwn · ‎10-07-2021

Today after reading another post, I did a reset (power up while holding one volume button). That seemed to hang again at the gray G screen. I then powered off and did a factory reset (power up while holding both volume buttons). It went into the setup mode and I was able to configure the wifi with the app and now it is running again. Hopefully it will stay usable.

ELjetty · ‎01-27-2022

This is the fix! Worked for me too

Diane19 · ‎03-04-2022

Didn't work for me today 😞

Leo · ‎10-06-2021

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

frances · ‎10-07-2021

Hello @Leo

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on October 6, 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: 8-7214000032298. Thank you.

jonathanmilley · ‎10-07-2021

Any chance there is an update? Mine has been stuck for a month, no factory reset helps.

frances · ‎10-07-2021

Hello @jonathanmilley

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: 9-0669000032189.

Avag1027 · ‎10-09-2021

Hi Frances, I have a google display and it’s been on this grey screen with the letter G in the middle for about 4 days now, I have done a factory reset and that didn't work, and I have also unplugged it for the night and plugged it back in and it still went back to the grey screen, what can I do to fix this?

frances · ‎10-11-2021

Hello @Avag1027

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: 1-5365000031442.

Nolesrock · ‎01-12-2022

I am having the same problem! Unable to fix! How can you help me out?

DJRainmann · ‎10-10-2021

I am also having the issue where it's stuck on the G.

frances · ‎10-11-2021

Hello @DJRainmann

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: 8-2825000031734.

DJRainmann · ‎10-10-2021

HI there... can you create a case for me as well as this is happeniong to me. Performed reset 2x and still stuck

Zuirdj · ‎10-10-2021

Almost the same from other cases. Nest Hub 1st gen, stuck on G logo with grey background. Tried another outlet, factory rest from recovery mode, unplugged 10 times, etc. Nothing.

Problem appeared 1 week ago, surely is an update that bricked the device.

Come on gloogle, Nest Hub is the heart of home for many of us!

frances · ‎10-11-2021

Hello @Zuirdj

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: 8-6706000032276.

Gaulty613 · ‎10-11-2021

I am experiencing this issue as well are you able to help?

frances · ‎10-11-2021

Hello @Gaulty613

Thank you for your message. I looked into your issue and saw that you contacted Google Support on October 11, 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: 3-0453000031934.

Vandy63 · ‎10-11-2021

Hub stuck on grey ‘g’ screen, factory reset not helped

Vic_ · ‎10-11-2021

Hello I'm having the same issue and tried all the steps but with resolution.

frances · ‎10-12-2021

Hello @Vic_

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: 3-7526000032105.

Flipside · ‎10-12-2021

Have the same problem, hub is stuck on the 'G' screen and factory reset/recovery mode is not working. Kindly get back to me as soon as possible

frances · ‎10-12-2021

Hello @Flipside

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: 7-5359000031388.

JhonDellAcosta · ‎02-19-2022

I'm dealing with the same problem, my aunts google home hub is stuck on the 'White G' screen and factory reset/recovery mode (couple of times) is not working. Kindly get back to me as soon as possible.

JhonDellAcosta · ‎02-19-2022

Is it possible to complete a replacement protocol of the device even if it is located in Colombia?

Maranarose17 · ‎10-16-2021

I am having the same issue. I've even attempted to factory reset it, and it still just goes back to the grey G screen.

frances · ‎10-18-2021

Hello @Maranarose17

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: 9-3351000031763.

Chinmayh · ‎10-18-2021

Have the same issue, device is out of warranty but if a automatic update causes this then google should have some process to fix it. Provide us with some instructions on how to fix it.

I am not sure if i will buy another google home if there is no support on issues like these.

frances · ‎10-19-2021

Hello @Chinmayh

Thanks for reaching out. The support team will look into your device and warranty. 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: 1-1350000031887.

Chinmayh · ‎10-21-2021

How to I track the case you have created ? Can you share a link and also share any additional steps you would recommend to fix the issue ?