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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

frances
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

What is the support number for this issue?

Vandy63
Community Member

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

Vandy63
Community Member

I guess Alexa stays        Home Hub out!

Sufiannoor
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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

frances
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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

frances
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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

Reset multiple times still the same.

frances
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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

frances
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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
Community Specialist
Community Specialist

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
Community Member

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.