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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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frances
Community Specialist
Community Specialist

Hello @Luga

 

I created a case for you, where you received an email. 

 

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. 

Redfield99
Community Member

I was just told by google customer service that I am out of luck because my device is out of warranty.  That's very disappointing being as it is clearly a known issue that many people here (and other forums) are having.  If google is able to brick a device with an update and then not support those affected it might push me out of the google ecosystem as well.    

EMR1984
Community Member

Same case here. Screen only shows the G logo and stucks in there. Barely a month with it and now is useless. Nest hub first Gen; writing from Mexico 😞

frances
Community Specialist
Community Specialist

Hello @EMR1984

 

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: 3-2996000031581. 

EMR1984
Community Member

UPDATE:

Yesterday I chatted with customer service and they said they can't replace mine because I'm from Mexico (really? No fix and no replacement?). I actually made them known my concern about another two devices that I bought for Christmas gifts and that obviously I'm thinking not to give them as such (I will not give a defective / useless device as a gift) and the just say that they recommend me open them for testing but, what if these present the same problem/issues? I feel like I have been scammed by Google. First and las time I bought this kind of products from them. 

frances
Community Specialist
Community Specialist

Hello @EMR1984

 

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

 

Unfortunately, the support team are the only people can resolve this issue and make decisions regarding replacements. 

 

For future reference, the Google Nest Hub (2nd gen.) is only released and supported in these countries:

  • Australia, Austria, Belgium, Canada, Denmark, France, Germany, Ireland, Italy Japan, Netherlands, New Zealand, Norway, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, United Kingdom, United States (except for Puerto Rico)

If you'd like, you can send in your comments and feedback to the team regarding this situation. Here are the steps to sending in feedback. 

Redfield99
Community Member

I actually got a hold of customer support, went through troubleshooting, sent video, sent info, etc. Was told that I could receive a replacement regardless of warranty status, and then yesterday received an email that unfortunately I could not because it was out of warranty. 

I'm not sure how warranty should have any effect on this being as this was clearly something caused by an update or a widely known issue.   Basically, google could brick your device whenever they want and cause you to upgrade it seems.  I'm very disappointed. 

I went through the exact same thing and have the same thought. If there is physical damage or the display stopped working, I understand they won’t replace out of warranty. But if their update has caused this they should take responsibility. I don’t want a free device, just help me fix mine. 

frances
Community Specialist
Community Specialist

Hello @Chinmayh

 

Thanks for your comments. The support team will always try more troubleshooting steps first, as their goal is to resolve the issue so that you can keep your device and have it working normally again. 

 

Just a reminder, I made a case for you yesterday on October 19, 2021. Your Case ID is: 1-1350000031887. If you have any other questions or concerns regarding this situation, please reach out the support team and refer to your Case ID.

 

I appreciate your patience at this time, the support team is working through these cases as fast as they can. 

frances
Community Specialist
Community Specialist

Hi @Redfield99 

I am sorry to hear about your negative support experience. That is definitely frustrating not having your issue your resolved.

The support team are the only people who can resolve the issue and decide on replacements, so I would recommend reaching out to them and explaining this situation again.

I apologize for the inconvenience caused. 

Totally agree with you as au am in the same boat. What warranty as the unit is working fine just that they pushed a firmware making our nest hub useless. We should be paid for the inconvenience caused to us. Let’s put up a list of all those affected and take a class action.

Huynhouse2021
Community Member

I’m having the same problem.

frances
Community Specialist
Community Specialist

Hello @Huynhouse2021

 

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: 6-1475000031526. 

KazG
Community Member

Same here. Tried reset and start in recovery then reset, still nothing

frances
Community Specialist
Community Specialist

Hello @KazG

 

Thank you 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: 8-4587000031939. 

Eric_P8
Community Member

I do have the same problem, hub is stuck on the 'G' screen and factory reset/recovery mode is not working.

frances
Community Specialist
Community Specialist

Hello Eric_P8

 

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: 2-8653000032130. 

Alyn
Community Member
 

Alyn
Community Member

Hi,

I have the same issue. How can I resolve this. 

Lawrence
Community Member

still waiting for a solution that Google can post. Have done all the reset and use different power outlets and all and all the case ID but no one actually attended to this yet. 

frances
Community Specialist
Community Specialist

Hi @Lawrence

 

Thanks for checking back. As you have a case made, it is in the queue for the support team to address. If you have any other questions regarding this issue or your case, please feel free to reach out the support team and refer to your Case ID. The support team has a more in-depth view of the situation.  

 

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 your feedback. Someone will follow up with you soon and I'll share more details as they become available.

 

I apologize for the inconvenience caused and appreciate your patience!

AdamR3103
Community Member

Hello, my hub is doing the exact same thing, stuck on the G logo on a grey background. I have performed a factory reset numerous times, please help 🙂

frances
Community Specialist
Community Specialist

Hi @AdamR3103

 

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: 0-0045000032069. 

Pascal_182
Community Member

Add me to the list please. Mine is stuck on the G logo too. I've tried to factory reset, but no avail.

frances
Community Specialist
Community Specialist

Hello @Pascal_182

 

Thanks for your message. I looked into your issue and saw that you contacted Google Support on October 25, 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: 3-8204000031787. 

Matt12701
Community Member

Hello, this is the second thread I have posted to about this.  One of my two hubs has been exhibiting the same issue as mentioned in this thread. Gray G screen. It has been stuck like this since June of this year. I have tried all of the recommended methods to troubleshoot the issue with no success. Please let me know how I can proceed to get support for this issue. 

Me too. Have the problem since Aug. Tried all work around including different power sockets as advised by Google and forced reset. If Google has no solutions, please at least replace them. They can easily reconfigured these units with the right updates themselves.

I too have tried different adapters since I have to of the same device, I was hoping it was just a bad adapter, but no luck there either. It's obvious they bricked them with an update, it's a shame there is no way to flash an update ourselves.

frances
Community Specialist
Community Specialist

Hello @Matt12701

 

Thank you for your message. I am sorry to hear that you are experiencing this issue 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: 4-0906000031891.

CSchaeffer
Community Member

I have two of these that crapped out within days of each other. I've done all the fixes and workarounds. Nothing works and I can't get anywhere trying to call Google. 

 

I'm about 15 minutes away from scrapping these 2 hubs, my Google home, my 6 Google minis, my Google nest, and doorbell. 

 

I've always hates Alexa but when I have had to call Amazon about my firesticks they answer their issues. 

frances
Community Specialist
Community Specialist

Hi @CSchaeffer

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on October 29, 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: 2-5697000031613. Thank you.

 

 

plherma
Community Member

@frances - Same problems here ...!

frances
Community Specialist
Community Specialist

Hello @plherma

 

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: 3-9308000032322. 

RW
Community Member

Hi All

I am pleased to confirm that after contacting Google direct and not through this community I received a replacement. Appreciate the help of the community specialist however could see no response to the case openings that have been logged. I would advise everyone to use the live chat function or the call back option. The only problem I had was a call back in the early hours of the morning!!!

After returning the faulty unit it was just over a week to receive a brand new replacement. 
Good luck everyone else.

Reece

frances
Community Specialist
Community Specialist

Hello @RW


Thanks for sharing your update, I am glad to hear your issue was able to be resolved! That is great news. 

 

If you have any other questions or concerns regarding your case, please contact the support team again and refer to your Case ID. Thanks again. 

Gretchen
Community Member

Same issues.   I have tried all of the above.   Not working.  Help!

frances
Community Specialist
Community Specialist

Hello @Gretchen

 

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: 6-4917000031910. 

Jalbefran
Community Member

Having the same issue of the G screen and device not working despit many reboots.  

frances
Community Specialist
Community Specialist

Hello @Jalbefran

 

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: 7-2861000031568. 

Agrajag
Community Member

My hub stopped working with the hangup on the "G" screen. Last thread got closed and never got updated with an answer. Do we know that this was a firmware update that went bad?