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 @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]

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]

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]

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]

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]

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]

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. 

[Chinmayh]

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]

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]

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. 

[Lawrence]

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]

I’m having the same problem.

[frances]

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]

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

[frances]

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]

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

[frances]

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]

Hi,

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

[Lawrence]

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]

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]

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]

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]

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

[frances]

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]

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. 

[Lawrence]

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.

[Matt12701]

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]

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]

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]

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]

@frances - Same problems here ...!

[frances]

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]

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]

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]

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

[frances]

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]

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

[frances]

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]

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?