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. 

[Krrish01]

Same problem ...what is the solution

[frances]

Hello @Schueler

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. 

[frances]

Hi All,

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.

[frances]

Hello @KAYT105

Thank you 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: 1-4730000032358. 

[Asselmilano]

I'm having the same issue...as it appears MANY other people are also. 

Can someone help please?

Done numerous resets and tried different power outlets. 

[frances]

Hello @Asselmilano

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. 

[ZoDIanEthikZ]

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.

Ian B

[frances]

Hello @ZoDIanEthikZ

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. 

[teachercarli]

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.

[VherNest]

I just had the same issues with my nest stuck in G screen. Tried everything I can but to no avail. Please help. 

Thank you.

[Pinky]

Yaa I've tried, but it still shows the g logo

[Rievetel]

Hi, I am having this issue with my Google Nest Home. I have tried the troubleshooting, attempting a reset but it refuses to go past the grey G screen.

[dani]

I have the exact same problem..... so annoying 

[edbert]

After shutting off my Nest hub for a period, I had this issue. I was able to solve this problem by factory resetting my device and then unplugging it for a few minutes once the reset was finished. Thank you very much for your help 

[jeremydizon]

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.

[shaf]

I'm having the same issue. Did factory reset but same problem. Stuck on G screen. Can you help please.

[Kim196640]

Didn’t work 

[Robbienadams]

It won't work.... It's a hardware / software issue the Google has been aware of for years with this particular unit.

There needs to be a recall like the Xbox360 Red Ring... Google won't though 

[Amanda03]

This at least made it so I could reboot my Home but it just goes back to the grey screen of death

[Victor77]

Thank you! Going into recovery mode and then factory reset worked for me.

[Kebr]

Yours must be fairly new? Anything that has been about a year old has been bricked. 

[Kartiel]

Hub stuck on g screen factory reset brings it back to g screen. Power off overnight, no change using charger that came on the box 

[MrChange]

Hi i already did a factory reset and recovery mode multiple times. Still the same. Any other fix? Thanks

[Lawrence]

Don’t work otherwise there won’t be so many cases building up. 

[josebishop]

I’ve tried these techniques more then once and nothing is working !! Any more ideas ? 

[Beckwood]

Did the factory reset it comes back on to the gray Screen with the “G” now it says Recovery Mode. I did what it said press and hold volume to the factory reset. Does nothing.

[ssaammee]

I'm experiencing this same issue on my Nest Hub.  It was working fine, and now only boots to a Gray screen with a G on it.  I was able to do a recovery mode, but it goes back into the gray screen with the G on it after I do it.  I'm stuck and need either help or a replacement.

[wolfmanjeffrey]

Same problem and no dice, I have a new brick!!! (for a house I don't want) It's like the device's kernel is locking up before it gets anywhere near booting the UI?

[originalmouse]

What if it doesn't recover?

Is there a place I can send it? Or are you gonna tell me "woopsie, a software glitch in *our* software bricked our product so now you have to spend another couple of hundred bucks"

[Mariela]

I contacted them and will be receiving a replacement. 

[colenmoore]

I’m also having the same problem, tried recovery mode and factory reset but still just rebooting to a grey screen with a G in the middle. 

[mfears]

I am having the same problem (in BC Canada)

[smokinggun90]

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

[smokinggun90]

well i have to admit opening a case and getting the process with google support was not only easy but the representative was awesome and very patient so ill for the moment hold back what i was saying as we wait to see how the rest of the process goes

[Caulkie]

I'm getting this same problem, out of the blue

[hgurung]

I’m also having the same problem, tried recovery mode and factory reset but still just rebooting to a grey screen with a G in the middle. 

[Rkaf]

This wasn't working after several attempts,  but then out of frustration I kept the volume key pressed down for several cycles of factory resets and it came back to life. I probably let it do the factory reset countdown 5 times without letting go of the volume key. It's been working fine ever since. 

[lilyangel]

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. 

[Tizzle]

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 

[JillG]

Can you let us know the exact model device you have and your region/language settings?

Thanks!