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. 

[missag]

has not helped me at all

[frances]

Hello Eoinb,

Thank you for your message and patience at this time.

I looked into your issue and saw that you contacted Google Support on September 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: 3-9381000032017. Thank you.

[frances]

Hello Eoinb,

Thank you for reaching out. 

I looked into your issue and saw that you contacted Google Support on September 30, 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: 3-9381000032017. Thank you.

[frances]

Hello @phireman6

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: 3-5558000031917. 

[Quang]

My Nest Hub (first generation I guess) will no longer boot. It goes to a blank gray screen after displaying the Google "G" in the center of the screen. Resetting, by holding the up and down volume buttons, does not work. Unplugging for an extended period of time and plugging it back in also does not work. The device no longer connects to the Home app on my phone, likely because it's not fully booting up. Not sure what else to do.

[frances]

Hello Quang,

Thanks for reaching out, I appreciate you taking the time to troubleshoot this issue.  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: 6-3852000031990. 

[frances]

Hello @Tizzle

Thanks for your comments. I apologize that your issue has still not been resolved, I definitely understand your frustration.

I have looked into this situation and can assure you that the team is aware of your case. 

Once again, I apologize for the delayed help time and appreciate your patience. 

[phireman6]

My Google hub is stuck on the black screen with the g. I have tried switching outlets. I've tried the recovery boot and then the factory reset. I also unplugged it for a week unplug it back in. It's still not working. Please let me know what I can do. It is amazing how much I rely on it now. I am lost without it. 

[MamaBear]

Mine is the same... doing nothing!

[frances]

Hello @MamaBear

Thanks for your comment.  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: 0-4562000031924. 

[AngelStinson17]

I have been having the same issue with mine.  I do not know what to do to remedy the situation. I tried everything I have read to this point.

[frances]

Hello @AngelStinson17

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: 9-3105000031975. 

[RandomEmF]

During an update the hub restarted and then got stuck on the G screen

[frances]

Hello @RandomEmF

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: 9-6953000031728. 

[Rdianco]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Craig Elston 

I'm trying to connect my Nest Hub to a new WiFi network. I've reset the Hub to factory defaults and it won't connect.

I go through the setup procedure and the Hub gets as far as displaying a screen saying connected, Follow the instructions in the Google Home app.

I complete the app, but the hub screen stays on the message above and the voice complains about something went wrong, try again later.

I can ask about my schedule and it seems to work, but when I ask for music it complains.

If I reboot the Hub the setup steps I've been through are lost and I have to go through the whole process again.

Any ideas.

[Rdianco]

Hi Craig Elston,

I am sorry that you are encountering this connectivity issue with your device. I understand your concern. The Google team is aware of this issue and is investigating a possible cause. There are no other steps to take at this time to troubleshoot.

I just wanted to check in, has this issue resolved on its own for your device?

• If YES (has been fixed), could you please send feedback with the words: "GHT3 Nest Hub link account issue fixed" with an explanation of the situation?  

• If NO (has NOT been fixed), could you please send feedback with the words: "GHT3 Nest Hub stuck on link account screen" with an explanation of the situation?

Your feedback is greatly appreciated, as it will help our engineering team address this issue.

- From Frances (Community Specialist)

[maxsims]

Along the same lines, I unplugged and replugged my nest hub into the same outlet and now it won't boot up. I've tried unplugging and letting it sit for a bit, and performed multiple start-ups in safe mode and multiple factory resets. All I get is the "G" screen on a never-ending loop. Any ideas?

[frances]

Hello @maxsims

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: 1-7327000031923. 

[Ralf]

My Google next Hub H1A stuck on boot loop with G Icon! After Update over the air.

Where can I get the firmware for flashing the memory?

I will use the tool USB-Burning-Tool 2.1.2 with Amlogic drivers, my pc find the H1A with status Connect success.

[frances]

Hi Ralf,

Thanks for reaching out. I am sorry to hear that your Google Nest Hub is stuck on a G logo. I understand your frustration.

I looked into your issue and saw that you contacted Google Support on October 5, 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: 0-8702000031644.

[tylcar97]

My Nest hub display is frozen on black logo screen. It is not showing  in Google home. It just stopped working.

I have performed a factory reset on the device and this restarts, resets and ends up at the frozen black logo again.

I believe that this was caused by an update that was pushed out by Google to the device which has corrupted it.

I am trying to get it replaced by best buy  which is where I purchased it at but I can not get ahold of google to verify the exchange. please contact me ASAP.  

Gmail  tylcar97@gmail.com

[frances]

Hello @tylcar97

Thanks for reaching out. I appreciate you taking the time to try a variety of troubleshooting steps. 

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: 8-6865000032195. 

[frances]

Hello @ThomasK

Thanks for reaching out. I appreciate you taking the time to try troubleshooting this issue. 

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: 9-1042000031563. 

[ThomasK]

My nest hub screen frozen, and can not do the factory reset. When unplug the electricity for a while and plug it back, it still freeze.

[Lwssolo70]

was stuck on G grey background. Tried to reset holding both volume buttons. Now stuck on Recovery mode. if I press both buttons it restarts in recovery mode. I tried endless times...

I have tried all the suggested workarounds I found here to no result.

Please advise. 

[Darkkirby]

So if your encountering black screen on boot, good luck if you don’t have warranty.

This is Google’s reply to me, after the device bricked itself with nothing done to it.

”

Based on the email above, we have informed you already about the update regarding your device being out of warranty. We have tried our best to check if we can provide a one time courtesy however our system is not longer allowing us to do any further. 

[frances]

Hi @Darkkirby

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

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.  

[frances]

Hello @Lwssolo70

Thanks for reaching out. I appreciate you trying a variety of troubleshooting steps. 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: 3-8682000031939. 

[haus2020]

Hello,

I have a year old, if that, Google Nest hub that has been in my home since new.

The Nest Hub is freezing, and unusable. Then the screen grays out, and goes blank ultimately. I have reset it over 5 times.

I have done extensive research into what may be causing these problems, and there is no conclusive answer, nor is any reset or factory reset procedure able to stop the freezing, dimming, and blank screen that occurs. The device has become unusable, like many others with first gen Nest Hubs.

https://imgur.com/zQt30SD

Can someone please help me?

Thank you!

[Darkkirby]

So if your encountering black screen on boot, good luck if you don’t have warranty.

This is Google’s reply to me, after the device bricked itself with nothing done to it.

”

Based on the email above, we have informed you already about the update regarding your device being out of warranty. We have tried our best to check if we can provide a one time courtesy however our system is not longer allowing us to do any further. 

[frances]

Hello @Darkkirby

Thank you for sharing your comments. I apologize that your issue was unable to be resolved. 

As I stated on another post you commented on, I will try to see if there is anything else we can do to help and will keep you updated. Thanks for your patience! 

[timsz]

I got the same response when I filed a Google case, this is simply unacceptable. Google bricks my device via their software updates and takes no responsibility to fixing it and saying, it's out of warranty.... Please explain why factory reset does not even work, that should at the very least work. I've never seen a product where factory reset does not even work.....

If no replacement is offered, a repair or helping me get back factory reset to work is a bare minimum even if it's outside warranty. I just wished i knew if I could disable auto sw updates made by Google and I probably would have protected this fate,

Hello Tim,

After exhausting all troubleshooting steps and consulting the case to our higher level of support, I am sorry to tell you that we cannot offer a replacement for your Google Nest Hub Max as the device is already out of warranty. I tried my best to check if we can provide a one time courtesy but to no avail.

[frances]

Hello @haus2020

Thank you for reaching out. I appreciate you taking the time to try and troubleshoot this issue.

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: 0-2300000031632. 

[StuFernando]

My google nest hub suddenly showed “g” screen. I tried factory resetting it but with no avail. All the troubleshooting was done as per the different advise online. I only have this for a year.

[frances]

Hello @StuFernando

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on October 20, 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: 3-7806000032007. 

[frances]

Hello @DianeP

Thank you for reaching out! I appreciate you taking the time to try some troubleshooting steps.

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: 5-8681000031853. 

[jamesmiao]

My Google Nest Hub won't work. Only display G logo... I had tried factory reset, and still not work... Very difficult to get support...

[frances]

Hi @jamesmiao

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: 8-5211000031834. 

[TC13]

I might be experiencing the issue here. My Nest seems to get stuck. We’ve had it for a couple years with no problems, then last week it started being unavailable. The app tells me it is offline, and all I can see on the device is the Google ‘G’. It seems to restart when I hold it down for 8-10 seconds, but only returns to the ‘G’. 

[frances]

Hello @TC13

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: 9-6473000031794.