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:
Put your device to recovery mode:
If the above steps don't work, please reach out to us to get immediate support on this link: https://bit.ly/3adTfGB
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: 8-6720000031776.
First, thank you Ashepherdson for your help on this thread!
Hello @katkassmomma, thanks for reaching out! I looked into your issue and saw that you contacted Google Support on November 2, 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: 0-3464000032195. Thank you.
Thank you 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: 5-5724000031749.
Is there a resolution to this issue as at this time I have an £150 paper weight that plugs in and displays a picture of G. Reset doesn't work, tried multiple times. This is really not expected from a multi billion pound company. As many people use Google to enhance their lives and plan their days this is a massive inconvenience.
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: 2-5790000031641. In regard to your question asking about a resolution, with a case made, the support team will be able to look into this issue and help you. Thank you for your patience at this time.
I am having the same issue. All I did was move the Nest to a new outlet, and now it is bricked with the Google icon and will not do a factory reset. I can get the factory reset to count down, but the reset does nothing. It was working fine before I changed outlets for the device. After reading through this thread, and seeing that this has been an issue for users for months, I'd like to know what Google plans to do to resolve this.
I was able to factory reset mine with the steps:
*On the back of Nest Hub, press and hold both volume buttons together for about 10 seconds.*
I had to setup everything like it's a brand new unit but better than having a bricked device. I also bought this from Walmart close to a year ago and good thing I bought extended warranty (3 years) so if I truly brick this I can have it replaced no problem.
im going to open my case today but considering the amount of people affect by googles negligence my lawyer advises we start a class action lawsuit to show google they cant just abuse there customers trust and pretty much screw everyone out of their hard earned money. if the process of getting a replacement gives me any issues then thats exactly what im going to do. $200+ per person is a lot of money to take from the people. i know that i feel like they practically stole it from me at this point and to no issue a public statement and recall is definitely bad business practice and should be brought to court
My boyfriend is having the same issue, came back after a month long trip and the Google home is stuck on the G screen. We reported it to Google immediately and they said they'd offer a replacement after confirming purchase but it's been a month now and still no update. They just keep diverting responsibility and saying wait an indefinite time for a replacement. Ridiculous how long it's taking for them to address this issue they created and I don't understand how they can't verify device in their system after providing serial number and all such details. This has become so frustrating. I would expect better customer service from such a large company.
Using original power supply tried in another outlet no change. Device can get to recovery mode screen using step described above, however factory rest from recovery screen just takes me back to g screen