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 @Chinmayh

Thanks for reaching out again! 

If you have any other questions or concerns regarding this issue, you can contact the support team through this form and refer to your Case ID. The support team will be able to provide more information. Thanks! 

[Trusk]

Frances could you also help me? My device has been bricked since September.

[Vandy63]

		Sat, Oct 16, 1:57 AM (3 days ago)
On Sat, Oct 16, 2021 at 1:42 AM   wrote: On Tue, Oct 12, 2021 at 5:38 PM <googlehome-support@google.com> wrote: Hello

googlehome-support@google.com	Mon, Oct 18, 11:09 AM (18 hours ago)
to me

Hello 

Thanks for the update! I've gone ahead and marked the device as received to trigger your replacement. You should receive an email update from the Google Store when it sends out, which normally takes 1-3 business days. 

[frances]

Hello @Vandy63

I am glad to hear that your issue was able to be resolved! Have a nice day. 

[Quang]

Dear frances,

pls do not note this case is solved, it's not.

It can be useful if you go direct to a workable solution. thanks.

[frances]

Hello @Quang

Thanks for reaching out. I have never said that this issue was solved. This is an ongoing issue which is why I am helping everyone by making them a case.

When I create a case, it is so that the support team can jump in and provide more support as they have a more in-depth view of this situation. After creating a case for a user, the case goes into the help queue and you receive 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 the support team starts a case, they will try some troubleshooting steps and try to resolve the issue.

[Alyn]

I have the same issue.

[frances]

Hello @Alyn

Thanks for your message. I looked into your issue and saw that you contacted Google Support on October 22, 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: 3-5706000032043. 

[Agrajag]

Contact Google support. They will walk you through a factory reset. When that doesn't work they will set up an RMA. You will have to give the device serial number. When they ask where it was bought, regardless of where you got it tell them it was a gift and you don't have a receipt. They will exchange it with a refurbished one. It was a bad software update that bricked the units. They know the issue.

[kmpascucci]

Having the same issue. Have tried the suggested solutions & still have the G screen. My hub is less than a year old.

[frances]

Hello @kmpascucci

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: 6-4045000032162. 

[Lawrence]

Think the patience is really wearing out as have waited forever for a resolution or new update.

[Mona333]

I also need a case ID - my google nest hub  is also doing the same none of the work arounds provided have resolved the problem 

[frances]

Hello @Mona333

Thank you for your patience! 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: 9-4455000031930. 

[Agrajag]

Contact Google. They will walk you through a factory reset. When that doesn't work they will set up an RMA. You will have to give the device serial number. When they ask where it was bought, regardless of where you got it tell them it was a gift and you don't have a receipt. They will exchange it with a refurbished one. It was a bad software update that bricked the units. Good luck.

[Chinmayh]

What is the solution ? Link does not work ?

[frances]

Hello @Chinmayh

The support team will contact you to try more troubleshooting steps and get more information to try and resolve the issue. They have a more in-depth view of this situation, so they are the ones who can help you. Just a reminder, your Case ID is: 1-1350000031887.

Also, I am not sure what you mean by 'the link does not work.' I have tested it right now and numerous times, and it successfully takes you to the Google Nest support form. With that form, you can contact the support team via live chat or email and ask for updates regarding your case. 

Thank you for your patience.

[helo1976]

Frances,

Can you create a case for me, I have the same issue with a Gen1 Hub.

Kind regards,

[Agrajag]

Contact Google support. They will walk you through a factory reset. When that doesn't work they will set up an RMA. You will have to give the device serial number. When they ask where it was bought, regardless of where you got it tell them it was a gift and you don't have a receipt. They will exchange it with a refurbished one. It was a bad software update that bricked the units.

[Scuderia]

Hi Frances, 

Home Hub stuck on G and recovery mode reboot resulted in same stuck on G.

Please help.

Alan

[frances]

Hello @Scuderia

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: 1-1670000032076. Thank you.

[Agrajag]

Contact Google. They will walk you through a factory reset. When that doesn't work they will set up an RMA. You will have to give the device serial number. When they ask where it was bought, regardless of where you got it tell them it was a gift and you don't have a receipt. They will exchange it with a refurbished one. It was a bad software update that bricked the units.

[Pacstero]

I have 2 Google nest hubs. 1 still works fine, the other flashes between a black screen, and a gray screen with a g in the middle.

[frances]

Hello @Pacstero

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: 6-8711000032006. 

[Agrajag]

Contact Google. They will walk you through a factory reset. When that doesn't work they will set up an RMA. You will have to give the device serial number. When they ask where it was bought, if you don't have a reciept tell them it was a gift. They will exchange it with a refurbished one. It was a bad software update that bricked the units.

[Valadams]

Any solution to this yet? I’ve tried reboot, factory reset & switching outlets too. 

[Agrajag]

Contact Google. They will walk you through a factory reset. When that doesn't work they will set up an RMA. You will have to give the device serial number. When they ask where it was bought, it you don't have a reciept tell them it was a gift. They will exchange it with a refurbished one. It was a bad software update that bricked the units.

[Rual4liya]

I've tried the recovery mode a few times with no luck.

Not sure what to do as my nest hub is over 1 year old.

[Agrajag]

Contact them. They will walk you through a factory reset. When that doesn't work they will set up an RMA. You will have to give the device serial number. When they ask where it was bought, it you don't have a reciept tell them it was a gift. They will exchange it with a refurbished one. It was a bad software update that bricked the units.

[Lawrence]

Agrajag,

Thanks for the advice. I did that but when they found out the the gift was bought online not from an authorised reseller eventhough it was within warranty, they refused to replace it. Happy for you but you understand how painful to have a bricked gift! 

[BakugouKatsuki]

Same thing happened for me! I unplugged it, did a recovery reset, Still on the grey "G" what do I do? 

[Agrajag]

Contact them. They will walk you through a factory reset. When that doesn't work they will set up an RMA. You will have to give the device serial number. When they ask where it was bought, it you don't have a reciept tell them it was a gift. They will exchange it with a refurbished one. It was a bad software update that bricked the units.

[Ankur]

I am also having issue with one of my Google Hub, its stuck on white screen with G logo.

[Kbaertl]

And what is solution for this constantly dead gray screen problem? Thank you!

[frances]

Hello @Kbaertl and @meritrade

Thank you for doing a Factory Data Reset. We need some more details regarding your situation, so if you could please answer these questions, I would appreciate it.

• Could you please provide us with a list of troubleshooting steps you have already attempted other than rebooting and doing a factory device reset?
• Are you using the official power adapter that came with the Nest display?
• Have you tried to plug the device into a different power outlet, and then attempt a reboot?

If the steps above do not help, please perform the steps below:

• Place the device in Recovery Mode (unplug the device then hold down (long press) the volume button while plugging the device back in. Release the volume button once the device turns back on.)

• Attempt a factory reset once device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

• If the device recovers, please file feedback from the device and use the keywords GHT3 Nest Hub stuck on G logo resolved. You will need to ensure that the setting” Send device usage data and crash reports to Google” is turned on. To do this:

1. Open the Google Home app.

2. Select the device that isn't working properly.

3. At the top-right, tap Settings Recognition and sharing.

4. Toggle the slider to the right to enable send device usage data and crash reports to Google.

If the device remains stuck on the G Logo after attempting these steps, please comment again and provide a picture of the issue as well.

Once again, I appreciate your patience and understanding during this situation. I look forward to helping you getting this issue resolved. 

[Seangraham71]

My Google nest Hub is stuck on G logo screen.

Factory reset has not resolved the issue.

Please advise.

[DaveK]

I'm having the same issue.  Reseting didn't work.  I only had it for 2 years.   Please keep me posted.

[Scwar130]

Hi Frances, 

I am having the same screen issues as everyone else in this post and I am finding it very difficult to find a customer service number or thread for the google nest hub max product, is there anything you could do to help me? 
thanks,

scott Warshel 

email scwar130@gmail.com

[Drue1290]

Having this same issue as well. 

[richardguernsey]

I am having the same issue and have tried multiple time to factory reset and still just get the white G on greyish screen