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
So I sent pictures, model number and all the information they requested from me 2 months ago. They contacted me a couple of weeks ago and told me to be patient. You opened the case for me what 4 months or so ago? So now what? How long more I should wait for Google to take responsibility over this issue? I saw that for some users they put the claim and in a few weeks they got a working replacement device. So the question here is what is the criteria response? I mentioned to James that I have multiple a Google devices including a Google wifi mesh, speakers, Google mini, Google TV’s, Google nest thermostat, and basically the hub is the brain of my smart setup. Or definitely this is something that Google just don’t care? I hope you could have a different answer. It is sad that a company as big is playing a so cheap game.
Even I got response from Google customer care that I bought it from UK and now in India hence can't provide a replacement , they have asked me to send device to UK Google store and then they will deliver replacement device to UK address , I shocked when I heard the response as they were trying to stop me instead helping , this issue introduced and if no workaround from Google then should be accepted to send replacement irrespective of any cases but received bad response from customer care I completely disappointed , I m also using all devices from Google.
Luga, I have the same experience and contacted them for four over months and sent rhe pictures and video to James and now my warranty has expired as it was a Christmas gift last year. Still was told to be patient. What is the criteria and why they are nit admitting that they bricked our nesthub. Who is responsible?
Hello Frances, I have a First Gen Google Home Hub stuck on the white G screen even after several restores and factory reset tries. Not sure why mine did this and was actively playing the google "word game" on the hub's platform at time of lock up. Did the Google Chat thing yesterday for over an hour with no solution. Trying to call the contact number and no one ever picks up and no updates about operators; just bad music playing. Does not look like Google can fix this or they would have had it posted by now.
Two hours on phone with music and Support picked up and was able to bring up my previous Chats with Google Support. After a couple photos and e-mails back and forth they determined only sending the UNIT back will it get fixed or replaced. At this time awaiting last e-mail for shipping stickers. I'm being informed that this issue only effects some gen one units and not all. Checking your Unit by doing a reset now after the update will determine if your Unit has the same issue.
I have the same problem and also have a Case ID-5-############1630 and I haven't received a confirmation email from Google yet verifying that they've received request for support. I just want to know why there's been an update that has potentially bricked so many devices from what I can see in multiple forums. I don't have the time to spend hours troubleshooting only to find that my device isn't going to work even after the prescribed methods of fixing it are attempted....Help please
Add me to the list of bricked nest display hubs. Another random victim of a broken software update. The hardware is fine but the software revision killed it. I hope my other two displays do not also fall victim.
Hey All - for me I was able to solve this issue. With the G screen frozen and the hub ON, I held both volume buttons until the hub voice assistant prompts that the unit is going into a factory reset. When it comes back online it goes through the initial setup. Fortunately it held all my devices that were previously connected (although I did have to re-sync my smart lights). Hope this helps you all!