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Hub stuck on grey ‘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

View Recommended Answer in original post

1,523 REPLIES 1,523

 Thanks 


@gmuj wrote:

You can still do a factory reset by holding (and keeping) both volume up and down before powering up the device. However, because of recent updates, after a while the device will freeze and you may need to do that again.


 

JDub
Community Member

I have the same issue. Grey screen with a ‘G’ very unfortunate and frustrating. Time to go with Amazon devices I guess. Can’t believe Google has no real solution. Tried the suggested options. Brick. 🧱 

0978517035
Community Member

ON 1

frances
Community Specialist
Community Specialist

Hello @0978517035 

 

Thanks for reaching out. Could you please clarify your comment? Is your device not working?

 

Please let me know, we're here to help!

MKK
Community Member

Same happend to me.Just stuck on black Screen with G Logo on it. Google Bricked our Devices.Hope they do anything about it. Shame on Google.

frances
Community Specialist
Community Specialist

Hello MKK,

 

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: 4-8073000031892.

MKK
Community Member

Thanks for that.I hope i hear something from the Google Support team,and these arent just empty promises.

FYI - I got in touch with someone from Google Support today.  They confirmed that the recent OS update has bricked hub devices with certain firmware revisions.  They've been flooded with similar calls from other customers with this exact same problem.

I opened a case with Support and sent them my serial no, original reciept & photos to prove the device was not damaged due to misuse.  The matter has been escalated & I am waiting to hear back as to whether or not they will send a replacement or offer some alternative remedy.   

 

JackOh
Community Member

Did they finally come back to you? with resolutions? or you are hang up like the rest of us to dry and "die" naturally?

frances
Community Specialist
Community Specialist

Hi Kench362,

 

Thanks for your post. I am sorry to hear that your Google Nest Hub is not working. I understand how frustrating this issue is.

 

I looked into your issue and saw that you contacted Google Support on September 2, 2021. I would recommend reaching out to Google Support again with your Case ID if you have any more questions or concerns, as they have a more in-depth view of your case. Just a reminder, your Case ID is: 6-7901000031633.

 

kench362
Community Member

Thank you for the follow up.

I did hear back from Support and they issued me an RMA number for my old device.  Just waiting on UPS now for the replacement to arrive in the next few days.  Cheers.

Dmc
Community Member

I am having the same issue. Also bought one for my Mum and she has had the same problem. 

frances
Community Specialist
Community Specialist

Hello Dmc,

Thanks for reaching out.

I looked into your issue and saw that you contacted Google Support on September 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: 3-2727000031898. 

I'm experiencing the same issue as well.  I see "G" on a blue background but the factory reset does not work.  It was working perfectly until what I assume was an auto-update that took place.  Since this auto-update, it's showing the "G" and is basically a brick.  This only just happened a few days ago.  Looking for guidance.

If you cannot factory reset the device using documented steps then unfortunately you'll probably need to replace the device as there's no way to update the system firmware or OS when it's in this state. 

I would suggest you contact Google Support and open a Case file.

They issued me a RMA to return my old hub & get a replacement unit via UPS.

I've had the new device for the past few days and thus far, I haven't encountered any problems.  I was able to update to the latest OS revision and re-apply all my previous settings.  

 

ai
Community Specialist
Community Specialist

 

 

Hello JDubDmc, and MsLike2Travel,

Thank you for your patience with us! We've created a case for each of you regarding your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. 
Much obliged,
Ai

Yurii1
Community Member

What if I bought it in Ukraine? The support does not replace it.

There is usb port, that could be used to reload firmware.

My hub is also stuck on the gray G logo screen. I've tried unplugging for several minutes and doing the factory reset. The factory reset does the count down and everything but returns to the gray G screen once it boots up again. Need help. Everything was working fine up until it started this.

I also have same issue, 1st Gen of Hub; been black for more than two weeks already. I try to plug it back in every day, still the same; I tried all possible combinations with Recovery Mode, factory reset; nothing works, it always goes back to black screen.
I tried also following steps from Google Above; it does not help, device does not get to recovery mode; it starts with some running colored lines on bottom of screen but than it boots back to black screen.
I must say, I'm really dissapointed at this; I tried to contact support many times, but their chat is never available.

frances
Community Specialist
Community Specialist

Hello kench362,

Thank you for trying a variety of troubleshooting steps. 

I looked into your issue and saw that you contacted Google Support on September 2, 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:  6-7901000031633.

kench362
Community Member

Hi Frances, 

Feel free to close my case.  My replacement device arrived a few weeks back and it's been working fine with all the latest software updates.  

Regards. 

SiFo
Community Member

HI All, 

My nest Hub is stuck on the G with Grey background. Google has locked all the various questions and answer chains on the former community pages (is this a deliberate ploy on Google's behalf I wonder to avoid what seems a potentially massive issue??).

Has any one further info on any possible fixes?

 

Thanks,

SiFo

David_K
Platinum Product Expert
Platinum Product Expert

In addition to  MrVacca's great advice, are you using the original power adapter that came with your device? Try using a different power outlet in your house and try to reboot. There is a possible workaround, let's try these steps:

  • Place the device in Recovery Mode (unplug the device then hold down the volume button while plugging device back in. Release the volume button once the device turns back on.)
  • Attempt a factory reset once the device boots into Recovery Mode (hold down both volume up and volume down buttons at the same time.)
  • If the device recovers,  send feedback from the device using the keywords “GHT3 Nest Hub stuck on G logo resolved”.

As for the other posts you've seen being locked, posts are locked automatically after a certain period of inactivity. However, the Google Nest community has also recently moved from support.google.com to googlenestcommunity.com (here), so there will be a period of transition that could explain what you're seeing.

JackOh
Community Member

I have the same problem and what you have recommended is not helping. All the power outlet I had tried at home and factory reset only bring me back to the silly grey G logo. my patience is running out. 

David_K
Platinum Product Expert
Platinum Product Expert

That's a shame. If you've tried those steps above and are still experiencing issues, I'd recommend that you contact the Google Nest support team directly. They'll be able to check on possible further troubleshooting options and next steps.

drdjin
Community Member

I have 2 units, and as of this morning, the second one went to "G" screen as well. Tried all the methods mentioned, and even swapped power supplies between the 2 units. Nothing is working. It's easy for all you "Experts" telling us how to reboot/reset the units. but understand this: IT"S TOTALLY USELESS TO US WHEN NOTHING IS WORKING.... and my patience is getting very thin before I will switch to Alexa forever.

Be aware that Google don't care about customers, they've agreed to replace my unit August last year, sent a email confirming address and I never heard from them again.

For their own lucky I disliked Apple otherwise I would be a happy Apple user by now.

Lawrence
Community Member

I had similar issues as you and chasing them since August. They asked for pictures and serial number but no response after that. Have been chasing them still. Just annoying!

cemokeet
Community Member

How do i raise a case.  still not booting up

SiFo
Community Member

Cheers Davidking Google are sorting me out - thanks very much 

FrazerG
Community Member

It looks like this could be a bigger issue than Google is letting on. It's clear that this is not just a couple of units. My device did this too a few weeks back. Google has a head in the sand approach to customer service, not too disimilar to Samsung in that regard. 

xtof
Community Member

I upluged my Google nest hub several hours without success. I factory reseted the device. It remains blocked on startup on the G logo.

How to fix this issue?

Nest hub screen is grey with white G, factory reset will not resolve this

marcslocy
Community Member

tried to reset my google home hub and now i have g in the middle of the screen and it will not come on 

 

hope someone can help

JillG
Diamond Product Expert
Diamond Product Expert

Hi Andrew,

I would take a look at Re: Hub stuck on grey ‘g’ screen, factory reset no... - Google Nest Community . A Nest Community Specialist is helping users with that issue. There are some troubleshooting steps posted but if that doesn't help please add to that thread.

Jill

pommie41
Community Member

Hi JillG,

 

Thanks for the message. I have tried all the recovery processes and none of them have worked it's just stuck at the grey G Screen.

I post into that thread also.

Andrew

JillG
Diamond Product Expert
Diamond Product Expert

Thanks for posting in that main thread. Community Specialists are assigning case numbers and trying to get everybody sorted. It might be helpful to call into support if that is an option for you.

 

How did you fix ur google home hub mine is doing the same

The only way is to call them and get it replaced if eligible. They do not have any solutions and will just note down as a case. Mine case has been there forever. Just give up on Google as they do not want to own up that they messed up all the nesthubs with their faulty updates.