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. 

[frances]

Hello @Ronsard_Qc

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: 2-5837000031758. 

[Vandy63]

Hub stuck on grey ‘g’ screen, factory reset not helped , having same issue will not respond to no reboot, factory reset nothing at all app can not find?????????????????????????? I heard a update to firmware did this to the hubs

Vandy63

[frances]

Hello @Vandy63

Thanks for your comments. 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: 2-6435000031499. 

[Vandy63]

What is the support number for this issue?

[Vandy63]

Doe's the G on my screen mean go Packers?

[Vandy63]

I guess Alexa stays        Home Hub out!

[Sufiannoor]

I have the same issue and it did not fix after going into recovery mode, the resetting. It even showed the reset countdown but it’s still stuck on the “G” after all of that

[frances]

Hello @Sufiannoor

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: 2-2800000032056.

[FrazerG]

Replacement sorted

I had this issue with my Nest a month ago. From advice on this forum I contacted Google through the contact form, I believe it was a telephone callback. I went through a series of checks on the device over the phone. They also requested pictures of the device and proof of fault. Once this was done I was elligebly for a replacement. 

I have since sent my old one back using a pre paid postage and recieved the new one that is working well. Get in touch with Google directly using the case number you may have been provided from here, that's what I would suggest is the best route. I believe that they are aware of a permenant fault with the Nest devices, by the looks of it it could have been quite widespread. 

They are rather quick once the fault has been confirmed, I recieved my new one last week. I'm happy with the resolution.

[frances]

Hi @FrazerG

Thanks for the update! I am glad to hear that you were able to get your issue resolved. It is great to hear that you are happy with the resolution. Thank you for your patience during this situation. 

[timsz]

how long have you had it? was it less than or more than a year? they seem only willing to replace if under a year. thanks

[Heckler5000]

My screen is doing the exact same thing. Stuck on grey g screen. Unplugged 5 minutes. No good. Unplugged overnight. Same. Issue persists on nest hub.

[frances]

Hello @Heckler5000

Thanks for reaching out 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: 4-3273000031683. 

[Snooze]

I am having the same issue, tried suggested ideas to no avail 😞

[frances]

Hi @Snooze

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: 3-0687000031804. 

[ativite]

I am also facing the issue, Submitted a case earlier today with the Google support team.

Any idea of a potential fix for this issue?

[frances]

Hello ativite,

Thanks for your message. I looked into your issue and saw that you contacted Google Support on October 13, 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: 5-0265000031976. 

[Eric89GXL]

My Nest Hub Max is bricked, can I please get a story ticket to escalate.

[frances]

Hello @Eric89GXL

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: 5-8954000031846.

[BramV]

I've got the same issue with my 1st gen hub, stuck on a grey screen with the G logo. I've tried unplugging and plugging back in for over 20 times and kept the device off power for over a month. I could do a factory reset, but that didn't solve it, unfortunately. Just got back to the G logo. Additionally, the amber light is on all the time.

[frances]

Hi BramV,

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: 2-1704000031974. 

[Gunsumber]

Hi, I'm also having the same issue as everyone else here. I've tried unplugging and plugging back in several times but it only works for like a half hour or so and then it goes back into looping. I've tried all the suggestions offered from the devs here but nothing worked and I have two Nest Hub Max which are having the same issue.

[frances]

Hello @Gunsumber

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: 9-2001000031070. 

[Leo]

Hi. I have been in contact with Google support and they can't assist me. They refuse to replace my device. Is there a way to reverse this update, and not by pressing the 2 volume buttons as this clearly doesn't work? 

[frances]

Hello @Leo

I am sorry to hear that your issue was unable to be resolved. I definitely understand your frustration.

Unfortunately, there is not a way to revert to a previous firmware.

I sincerely apologize for the inconvenience caused! I will look into this situation and update you if anything new pops up. Thanks for your patience.  

[Zuirdj]

Google pushed the faulty firmware in our devices. Even with no warranty, we can't refuse a new firmware to be installed, neither having a way to roll back to a previuos one. What is this? No warranty but the company can control our devices, and if they make a mistake we have to assume their error.

Please Google. You created an incredible product. It is the heart of our home automation. If our devices are a brick now, please recognize it and find a way for us to repair it for ourselves, we will do it becuase we loved them. I will not buy a new one at this point not knowing if this will happen again. But if you find us a solution I will be happy to upgrade even to a Max version because I now there is a team taking care of us.

Thank you

[frances]

Hello @Zuirdj

Thanks for reaching out as well, I also apologize for the wait on receiving help from the support team.

As I explained to a user above, the email you have received 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: 8-6706000032276.

Thank you for your patience! 

[lamsken]

My Google Home Hub stuck in grey screen with G logo. Please help !!!!

Reset multiple times still the same.

[frances]

Hello @Iamsken

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: 6-7212000031975. 

[Waschbeton]

I have the exact same problem after a power cut. I booted into recovery mode and did a factory reset but the device is still stuck on the grey G

[frances]

Hello @Waschbeton

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: 1-7060000031616.

[Redfield99]

Same issue here. I've tried all the reboot options at least a dozen times. Stuck on white 'G' screen with no functionality. 

[frances]

Hello @Redfield99

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on October 17, 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: 3-9884000032092. 

[Zampano]

Exact same thing, been on and off for about 6 weeks now. Thought I had it working but now just the grey G. If it’s not sorted soon, I’ll be pulling out of the Google ecosystem, I feel bad about more e-waste.

[frances]

Hello @Zampano

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: 1-0482000032202.

[MartinDC]

I am having the same problem.  I purchased a G2 Hub and set it up last night.  After the setup it did a bunch of updates (at least 4) and rebooted at least 4 times.  It seemed ok and I went to bed.  In the morning there was nothing but a faint "g" in the middle of the screen and was unresponsive.  I did a factory reset and it rebooted.  When it came back, it went back to the Factory Reset screen, so it did another Factory Reset and let it reboot.  It came back to the Factory Reset screen again!  I unplugged it and it went to the Factory Reset screen so it did that again.  When it came back it went to the Factory Reset yet again.  Now this is all it does!  Please let me know if there is a fix for this error!

[frances]

Hello @MartinDC

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: 4-9492000032014. 

[Luga]

Hello. I’m having the same issue for a few weeks now. I have tried all of the recommendations and I have even disconnected the device and leaved it alone for a few days, tried plugging it back and nothing always goes back to the black screen. What is Google planning to do with all of those devices and unhappy customers? I hope there is a quick resolution.

[frances]

Hello @Luga

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: 9-4665000031766. 

[Luga]

Ok and how that is going to help me exactly?  Is the support team contacting me via email? How soon are they contact me? Are they fixing my device or replacing it? Please advise. Thanks.