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. 

[Lawrence]

Seems very likely that this is a firmware issue that they were unaware that would make the earlier nesthub stuck.  Noticed that they had to replace the units otherwise like most of us the units becomes useless. Guess they would have to take out the units to flash the nea firmware. Google is certainly aware and just dragging their feet to replace all the units. Just give up on trying as think they should take some responsibility on the unfortunate error.

[frances]

Hi @Lawrence

Thanks for sharing your comments and checking in. I appreciate your patience at this time, the support team is still continuing to work and address these cases as fast as they can. 

If you'd like, you can contact the support team over live chat or email using this form.

[frances]

Hello @Agrajag

Thank you for sharing your update, I am glad to hear that you were able to get a solution for this issue. Thanks for sharing your process to others on this forum.

Also, if you have any new questions regarding your case, feel free to reach out the support team again and refer to your Case ID. Have a great day. 

[morneventer]

Oh wow I thought it was only me. I'm in South Africa. Exactly the same problem. First gen nest hub. 

[frances]

Hi @morneventer

Thanks for reaching out. Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on July 9, 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: 0-2920000031377. Thank you.

[Koobsindahouse]

Also having the problem. Done a factory reset and still stuck on grey g screen

[frances]

Hello @Koobsindahouse

Thanks for your post. 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: 0-2054000031500. 

[Agrajag]

Chat with support. They are sending a refurbished one out to me. They had me go through the steps of factory reset and gave the issue to another "team".

Was almost immediately contacted with an RMA label and free shipping.  An hour after the package being scanned at the post office I got notified the new unit was shipped to me.

The ease of the exchange tells me they know about the problem. So just contact support. Hope this helps.

[Lawrence]

Agrajag, thanks for notifying me. Have contacted support twice but because my unit was bought online by my daughter as a gift and was not covered by warranty. I was rejected by Googlle although the unit was working fine and failure was their firmware update. I don’t mind a refurbished set or at least send us an updated firmware so I can flash it myself by taking apart the set. The software developer needs to get fired for causing so many failures.

[Agrajag]

For what it's worth mine was a gift as well. Told them it was bought at Best Buy or Walmart. You should try again. As long as it was bought at an authorized seller they should cover it. Online sales by retailers should be covered.

[timsz]

are you out of warranty? they will not give replacements if it is out of the 1 year warranty....this is not a fix especially for people who are out of the 1 yr warranty which honestly does not make any sense if Google is the one bricking our devices with their mandatory software updates....

[Cecil]

How did you reach support?  I’m not getting any replies.

[Lawrence]

Agrajag, thanks for letting me know. Unfortunately, they told me that my obline reaeller Shoppee was nit their authorised seller. My point was it was not the unit failure per se.  Since it was a gift, it is not so easy throwing it away or just buying a replacement. Thanks anyway and happy for you!

[Kevinbcn]

Since august 2021, my nest hub v1 got stuck into a loop: spinning wheel, when restarting same, after hard reboot same issue...

Factory reset did not solve the issue either, i managed to go throug the setup till the last step, "configuring" which always end up with the message "there was something wrong nest hub" on my mobile app and a white screen on the hub. Hard reboot will go back to spinning wheel.

- Reset both router and home hub 

- Left it on for days to see if firmware will be updated

- try different home apps with different versions (included latest)

- no issue with my other nest devices

Guess that the issue is caused by the latest update "fuschia version"

Any possibility to flash the firmware via recovery mode?

Can you please help

[Lawrence]

Yes, think will need to flash the firmware but seems the only way is to remove the LCD panel to do this.

[frances]

Hello @Kevinbcn

Thanks for reaching out again. I apologize for the long wait time you are experiencing in receiving help from the support team.

If you'd like, you can contact the support team through live chat or email using this form. Please refer to your Case ID. Just a reminder, your Case ID is: 9-0895000032292.

[SirGeorge08]

Having the same issue here. 

[frances]

Hello @SirGeorge08

Thanks for reaching out! I looked into your issue and saw that you contacted Google Support on November 7, 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: 4-6474000032098. Thank you.

[gav]

my hub is doing the same

[frances]

Hello @gav

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: 8-0350000031624. 

[Cecil]

Can you start a case for my google nest.  Hangs up on G logo

[Robbienadams]

You are better off listing your concerns on the Google Nest Forums on their Instagram and twitter pages for EVERYONE to see. Make it scathing and you will get results before the end of day. Doing it here nothing will happen. As soon as I took my compalint to their Instagram page I was almost immediately delt with and given details in how to send back my defective Google nest. 

I suggest you AND everyone having this issue do the same. This is obviously a hardware defect Google knows about and wants to be kept quiet about.... So don't be quiet. Take it to their social media pages 

[Agrajag]

Contact Google support. They will walk you through a factory reset. When that doesn't work (and we know it won't) 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.

[joeltran]

I have the same issue with only getting a G on my screen.  The nest hub won't factory reset.  What should I do?

[Agrajag]

Contact Google support. They will walk you through a factory reset. When that doesn't work (and we know it won't) 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.

[MikeAces222]

Hello,

Can you please open a ticket for me?  I am getting same issue reported in this thread. 

Tried unplugging the devise and holding the reset button.  The G screen remains after the count down. 

Thank you

[Melba]

I have contacted Best Buy and they will replace the Hub once you give me the info needed.  Please reply. Thank you

[MikeAces222]

What information do you need and how do I provide it to you through secure email?  

When I replied to the email message I received email delivery failure.   What email should I use to contact you?

[BakugouKatsuki]

My Google best is also stuck on Grey G what did I do? I've tried everything

[pcmann2004]

I am having the same problem. I have tried all of the troubleshooting techniques. The device still shows a gray screen with G. 

[Mardisb]

My nest hub is stuck on the recovery mode screen. I have done the factory reset about 10 time and it just keeps going back to the recovery mode screen.

[LT06]

I had the same issue and figured out the issue. There seems to be an issue with it been connected to my router and it grey screens after a factory reset and then stuck og G screen if you reset it. I have NordVPN running on my Asus Router with the Merlin build and after I connected it to my Sky router it came back to life and worked. Hope this helps people.  

[Rgamer84]

My Google nest hub has been stuck, not on the G logo but instead the spinning dots.  I've factory reset it and go through the steps to reconfigure it.  After configuration it reboots and sticks at a please link account screen.  There are two accounts already linked as I confirmed in the Google home app.  After around 24 hours that message went away and said it was ready but it again stuck at the spinning dots unable to be used.

[ChrispSweden]

I have the exact same problem.

[MattG]

I am having the same issue. I tried unplugging the device, holding down the volume button, and plugging it back in. I got the factory reset menu to come up, but then when it reloads it just comes back up with the grey G screen. 

[timsz]

Hello Tim,

We're sorry to hear about the problem you have had with your Google Nest Hub Max. I was able to consult it to our higher tier of support and ask for some options/exceptions but there's not much that we can do for your Google Nest Hub Max as the device is already out of warranty.

This is all I get from them. Simply unacceptable. Is anyone doing a class action lawsuit? I would like to join. I've never seen anyone do this kind of distasteful resolution. If the HW over time broke or something that is fine but when it's software in which Google is doing and forcing these updates upon our devices and bricking it and not being able to even at least bring my device back/recover it back to factory reset mode is unacceptable and Google needs to be held liable for this. It doesn't matter if it's out of warranty. No one deserves to be forced a bad software update that is unable to even go back to factory reset mode. Just like a PC if something goes wrong, we can also revert or restart. In this case, Google is saying sorry, reverting or restarting we do not support on our products which is absolutely unacceptable.

[Bkelektrik]

Yessss...

I got isue to

 Rwcovery is missing

and now, just stuck on g,

I've talked at length with google support, but it's just small talk... and there's no solution

[Pret0r]

I have the same issue.... did anybody discover something?

[Mardisb]

There is a post in here where that Frances person asked some questions. I responded that and answered the questions showed a pic of my Hub. Then support emailed me I answered some of their questions. They sent me a shipping label to return my Hub then they will send me a refurbished one. I'm still a little skeptical just dealing with support from before so I will post on here when I have received the refurbished one. 

[Pret0r]

Thank you so much for your help!