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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

View Recommended Answer in original post

1,523 REPLIES 1,523

You need to contact Google online chat.  It took me an hour today.  My hub is being replaced. 

Nick3
Community Member

Got my replacement today…took about a week all up

I can’t find the online chat. Can you point me in right direction

Nick3
Community Member

Lawrence
Community Member

No luck for me. Have tried the chat again and they asking all the dumb questions by Alvin. No replacements and I was in this chat for months. 

There is no solution other than getting into online chat and organising a replacement. Got my new one today. Took about a week.

D_Coy
Community Member

Add me to the list. 4 months and nothing. Is anyone at Google actually working on this or is this just a way to force users to upgrade? Terrible support.

Cloudllc
Community Member

I’m in the same situation. Recovery and factory reset doesn’t work

TG1
Community Member

I am experiencing the same issue, I can not complete a factory reset on my Google Home Hub just goes back to the G logo screen, I have tried to chat as well and I can not get in touch with anyone...

Cipri
Community Member

Since today I'm experienced the same issue. When the Goggle Nest Hub starts it gets stuck on the G logo. Factory reset doesn't helped me. I only have the unit since few months after the old one was replaced do to screen problems. What can I do to fix this issue?

HillWilliam
Community Member

Same issue here. Factory reset doesn't work.

jerschmidt82
Community Member

I am having the same issue.  Factory reset does nothing to resolve it.

Melissalee1
Community Member

I am also having issue and still tuck on g screen sonMillward gmail.com

Jazbraz
Community Member

Ihave also same problem. Gray google screen. How do I get this fixed?

Devsmonahan
Community Member

Mine is doing the same, grey screen with a g in the middle. It was working fine before. 

 factory reset your device and unplug it after the reset is complete. Wait a few minutes before plugging it back in. 

1talkdoc
Community Member

My device is doing the same thing. Grey screen with white G showing. Tried resetting and it just goes back to same grey screen. What can I do?

Google2021
Community Member

Does anyone know if this can be fixed by talking to customer service or do we just need to wait for an update? I’ve tried everything recommended and still a G. If it can be fixed by CS then I need a work order number I guess?!?

Leaski383
Community Member

Got a G logo on my screen can’t seem to factory reset either looks like it’s not a new problem or anything I did

JeffReese
Community Member

I am having the same issue and I have had a support ticket open since Dec 1st (0-8051000032319). Apparently, only a "senior specialist" can address this issue... Twenty days later, many emails and a phone call today have done nothing to get anyone's attention. Google, if you can't support this product, you shouldn't be selling it. Just like everyone else here, it just stopped working and is stuck on the G screen. I didn't even touch it, so I assume it was some automatic update or something.

Nick3
Community Member

Took me an online chat and about a week to have my new display delivered to my door

Simon475
Community Member

I am having exactly the same problem 

Shany
Community Member

I have same issue. It only display G logo on gray screen.

HydroDMM
Community Member

Having the same issue, Power loss and stuck on Grey Google Logo.

 

edit: Factory reset worked for me first time, I did end up doing it twice in a row for some reason but im back on the Get the app screen. 

MichRX7
Community Member

Just noticed my nest hub in my kitchen is stuck on the grey screen with the white G. I also tried to do a factory reset and plug it in elsewhere, and it did not fix the problem. My other hub bought at the same time is just fine. Is there a fix for this yet?

cyb3r0yst3r
Community Member

Same issue here.  I tried everything to reset it with no success.

At this point, Google Hub is garbage and will never purchase Google products again.

 

I am still waiting to hear back on my open case. Google is definitely failing on this one... Sounds like maybe they have a defective product on their hands that is overwhelming their support? I think it's time for them to staff up and handle the problem in a way that shows dedication to the positive experience of their loyal customers. It is understandable if a product has a failure, but it is within Google's control to make it right and so far that isn't happening.

Nick3
Community Member

took me about a week toget my new replacement

I have gone through countless chats and asking many unnecessary questions. Do not understand if they really ignorant about the firmware problem as everything is written here in the posts. Provably just do nit want to own up to the problem cause by their update errors. We need to start a list of all the people they refuse to replace the u nits!

GODxZILLA
Community Member

I am also having the same problem l! What is the solution?

Nick3
Community Member

Get onto the online chat, tell them what’s going on and they will organise a replacement. I contacted them just over a week ago I received my new replacement (2nd generation), today. Very efficient..thankyou Google.

JeffReese
Community Member

Oh wow! I have been waiting since Dec 1st (21 days so far) for a "senior specialist" to help me. The agent I talked to went through all of the troubleshooting steps I have found all over these forums, but apparently nobody but a "senior specialist" has any ability to do anything. I wonder why my case is being ignored... It is a Nest Hub Max; I wonder if that is the reason...  0-############2319

 

Chocoleit
Community Member

I have the same issue. It's only more than a year. What do I do? Please advise.

Kenaryu
Community Member

I'm having the same issue with the screen being stuck on the Grey loading screen. Nu device is nog even a year old. Was working fine until yesterday.

 

Please fix of replace me faulty device for a working one.

Djnige
Community Member

Hi 

my google nest is also only displaying the grey g screen.

I have tried doing a factory reset but it hasn’t helped 

georgebushnell8
Community Member

This has just happened to my display and done all I can do I think look all over the net and not got any other suggestions apart from the reset which has not worked. 

Is there a fix for this ? 

Oscartm
Community Member

Hello, good afternoon. I have a Google Nest Hub that worked perfectly and on Monday the 20th I found it with a black screen. I have removed power and it has been left with a gray screen and a G. I have tried the factory reset without any changes. What I can do?

Oscartm
Community Member

sorry, my email is #########

Dsetter2
Community Member

I opened a support case and applied a video and photos of the unit. They asked for it to be returned and supplied a shipping label for return.

A replacement device has been sent out too.

There seems to be a different process between a case open-ended on the forum here, and Facebook messenger.

Both ended up going to email. Did have to duplicate data across multiple interactions.

I hope my issue will now be resolved.

 

Lizy_1
Community Member

Mine has just started to do this as well I have tried unplugging all night and factory reset a few times and it still is stuck on the gray G