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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

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1,523 REPLIES 1,523

Dark360
Community Member

I am also having the same issue with a Google Home Hub Gen1. Been happening for the last couple of weeks. Firmware is up to date.

frances
Community Specialist
Community Specialist

Hi Dark360,

 

Thanks for reaching out. I would be more than happy to help resolve this issue. 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: 4-4520000031976.

DrTiaZ
Community Member

Also my G-hub is stucked on G grey screen. Nothing to do since 3 weeks more or less...

frances
Community Specialist
Community Specialist

Hello DrTiaZ,

 

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: 9-2675000031759.

DrTiaZ
Community Member

Thank you. But none ask me nothing or write me...

ai
Community Specialist
Community Specialist

Hi 

Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. Your case number is 0-9727000032043.
Much obliged,
Ai

 

 

FrazerG
Community Member

I'll add mine to the list. It's been like it for a while, bought it mid last year. 

I have quite a few Google Mini's, Home Hubs and Max's I wouldn't want to lose more of them like this. That would be a bill. Is anything real being done about this or does it need to hit a paper before they take customer service up a notch? 

frances
Community Specialist
Community Specialist

Hello Frazer G,

 

Thanks for your comments. 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: 9-6807000031409.

frances
Community Specialist
Community Specialist

Hi All,


Thank you all for your comments. I have checked every post on this thread and made a case for everyone so that the support team can reach out to you and help resolve the issue. Please be patient and keep an eye out on your inbox, it may take a few days to hear from the support team. If there are no other questions or concerns, I will lock this thread in 24 hours. Thanks. 

Add me to the list of people stuck on the G. Rebooted after moving the hub and now it won't boot past the G even after recover and factory reset. Currently have a paperweight...

frances
Community Specialist
Community Specialist

Hello @dlund1989

 

Thank you for reaching out. I looked into your situation and saw that you first reached out the support team on September 18, 2021 and a case was made for you. You then reached to the support team again on September 27, 2021. 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 friendly reminder, your Case ID is: 3-8077000031668. 

RW
Community Member

Hey Frances

Not certain how patient we have to be on this subject, appreciate you registering everybody’s issue with a case number but I see no one who has received the support promised. I bought mine as a present so how bad do I feel?? Can we get some acknowledgement that there is a problem from support team. We would at least then know someone is working on it.

 

Please add me too! I am having the same issue.

frances
Community Specialist
Community Specialist

Hello @Aussiekylie

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 14, 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: 6-0179000031880. 

Please add me to the list of people having problems. My device is also stuck on the gray screen with the G logo.

Hello there! My moms nest hub is also currently having this issue. Please add me to this list as well for contact. Let me know what else is needed. Thanks! Best, Ryan 

frances
Community Specialist
Community Specialist

Hello @Sweeneypotter

 

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: 4-0263000031645. 

ZarfZero
Community Member

I have the same issue with one of my parents nest hub just sits on the "G" screen with the black background. Please add me to the list to get the fix for this. Thank you!

frances
Community Specialist
Community Specialist

Hello @ZarfZero

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on October 17, 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: 3-0015000031584. 

We have the same issue with our Nest Hub gen 1. Please open a case. 

Assassin-Gaming
Community Member

Load or Discard

Hello @Assassin-Gaming,

 

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: 8-6700000031890. 

Assassin-Gaming
Community Member

Gallows
Community Member

frances
Community Specialist
Community Specialist

Hello @Gallows 

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 16, 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: 5-0497000031698.

S_Ch
Community Member

From Chile... Same problem...

frances
Community Specialist
Community Specialist

Hello @S_Ch

 

Thank you for reaching out. I looked into your issue and saw that you contacted Google Support on September 16, 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: 8-7404000032052.

Zuirdj
Community Member

Hola S_Ch, ¿te dieron alguna solución?

Thardy
Community Member

I have the same issue

frances
Community Specialist
Community Specialist

Hello @Thardy 

 

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: 8-4566000031963. 

frances
Community Specialist
Community Specialist

Hello @Avip,

 

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: 6-4492000031596.

Avip
Community Member

I have the same issue. I tried the suggestions above and was able to get it to recovery mode, but it returned to g screen right after. I have only had it for 7 months. Is there a fix or is this just expensive garbage at this point?

Avip
Community Member

Hello @Francis,

Were you able to create a case ID for my case? Thanks!

frances
Community Specialist
Community Specialist

Hello @Avip

 

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: 4-6594000031483. 

FusRoDad
Community Member

I am now included in this issue as well. Nest Hub Max will not load past the G logo. Original AC adapter, different outlets. Attempted 10 reboot solution, didn’t work. Attempted recovery mode, I get a multi-colored progress bar when holding the down volume button, but screen doesn’t change. Attempted factory reset using both volume buttons, no change. Model H2A, and now another expensive paperweight.

frances
Community Specialist
Community Specialist

Hello @FusRoDad

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 18, 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: 4-2928000032373. Thank you.

Neonlordsrpg
Community Member

Same here won't boot from the G screen tried all the "tips" but seeing the outcry here it seems it's bricked with not help in sight. Awesome.

frances
Community Specialist
Community Specialist

Hello @Neonlordsrpg 

 

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 27, 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: 4-8321000031433.

Same issue now.  Not even a year old and stuck at grey screen with the g. Can someone please advise?

Nabtay
Community Member

Hi,

My Google Home Hub has the same issue. Sometimes it does not even boot or get stuck in the middle of booting. Please help.