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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

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1,523 REPLIES 1,523

Kivotunes
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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.

 

 

How do you get in touch with Google support?

frances
Community Specialist
Community Specialist

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
Community Specialist
Community Specialist

Hello @Yonatan

 

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

How did you get in touch with Google support

ShanMae
Community Member

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

frances
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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

Natalie
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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

frances
Community Specialist
Community Specialist

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
Community Member

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

frances
Community Specialist
Community Specialist

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
Community Member

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

frances
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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.

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
Community Specialist
Community Specialist

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
Community Member

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

frances
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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