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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

Mikew29
Community Member

I spoke to support thru chat and am in the same boat

Frank1
Community Member

Hello, my google home hub is stuck on the grey "G" logo and wont factory reset.  I would like it replaced. thank you

hcchenry
Community Member

I am also having this same issue and just tried the factory reset a few times with no luck…what do you recommend please?

Ac49ers
Community Member

This seem like a known bug, no fixed so far.  At least with all the suggestion via google 

Nathan___
Community Member

Same for me. Had my display for 2 years and then suddenly it broke out of my control? This is BS. They won’t replace it for me and I am out the money. Device was perfect before

SteveMac
Community Member

I have exactly the same problem as everyone else here and I have tried all the suggestions to fix it with NO luck. I have contacted support and have a case number however I have heard nothing from them. I am so annoyed right now as we use the hub daily to control our household and now we have basically got a brick!!!

Jo1NTaz
Community Member

Hello

I have the same problem, hub is stuck on the 'G' screen and factory reset/recovery mode is not working. Please help me:(

donmacquarrie
Community Member

Makes me wonder if this was an update that bricked the units.  Google recently had to remove the ability to control volume of speaker groups, due to the Sonos lawsuit.  

I think it was the fushia os update

ferconsigli
Community Member

I'm having the same issue on a device that is 17 months old. I've tried everything everyone has already commented and still in the same situation. It's a pity as the hardware is in perfect condition, but completely useless.

McBadger
Community Member

All I can recommend to people is go through the chat help and go through the steps with the helpdesk and get a case.   I just got an email about sending mine unit back to google.

MavenAZ
Community Member

Same issues as well

Lillyv09
Community Member

My Google nest hub is stuck on the G logo.  Any ideas ?? I have tried a factory reset it starts up then gets stuck back on the same screen any idea on how to fix it ? 

 

Yoshi
Community Member

Having the same problem, big G on a gray screen and reset not working. Just boots back to the gray screen.

cemokeet
Community Member

The suggestions do not work.  Can you raise a case please?

Jimb1
Community Member

Contacted Google support today.  Had to provide serial number via pic.  Replacement ordered.  I have another Google Nest Home Hub and a Google Home Max that both appear to be fine.

HalChris
Community Member

Good afternoon,

I am having the same issue and have attempted to resolve using the instructions  provided. The G is still in the middle of the screen without change. Please assist so I can stop having to physically move to control my smart devices like it’s 2015.

AD3
Community Member

Go to Google Support, answer some questions, it will eventually take you to a live chat.  The person that helped me was painless.  They will ask you some questions and provide you with some potential solutions to try.  At the end, they sent me an email asking for some pictures (serial # and receipt)  Once i submitted those i received a reply back with a prepaid fedex label to send my unit back.  They will send me a new one once my original delivers. My unit is out of warranty and was purchased through a 3rd party retailer.  They gave me no gripe at all about this.  Maybe I got lucky but the customer service i received was well above expectations and maybe took a total of 20 mins.  Too many people complaining on here about how poor the service is and talking about class action lawsuits.  Just go online and get to the chat, I'm sure you will be happy with the results. 

Emily2007
Community Member

Above works if you are from an officially supported country otherwise won't replace it.

Yes, I am having trouble as I am from Singapore. Trying to find out which are the supported countries. Tell us so we do not have to waste time contacting Google. 

Krawl1980
Community Member

Factory Reset option appears, but after it reboots my hub goes to the logo "G" screen as well. Is there a way to roll back the update?

tberti
Community Member

Typical customer service. They don't answer anything and give you the runaround. GOOGLE how do I get this fixed? Just give us the answer or tell us where to go that will help us???

Jimb1
Community Member

Do the chat at Google support.

Lawrence
Community Member

Only solution is to ask for a replacement. Just be upfront and let us know what countries are not supported too.

JamilBarakat
Community Member

I do have the same problem, I tried factory reseting with no luck.

Jim77
Community Member

My hub has woken from the dead guys, keep pulling the power lead in and out of port about 15 times every 3 seconds then finally when it's put in the last time keep pressing and depressing the up, down volume buttons. It seriously worked for me it's worth a go. Let me know if yours works to.

Lawrence
Community Member

Nothing works. Google also unable to solve. Thank your lucky stars. Suggest you turn off the automatic update immediately!

Melkk
Community Member

Any solutions for this. Iv tried everything to try rest it but it keeps going back to the G on the screen

Jfkhookecho
Community Member

Same thing happening here. Tried the factory reset stuff many times. This started at least a month ago or more. Just sitting at the “g” screen one day… all day.

ck666
Community Member

I messaged Google through facebook:

https://www.facebook.com/googlenest/

They respond quickly.  Waiting to hear if they will be sending a new one or if there is a solution. 

Trusk
Community Member

Mine is bricked since September and nothing I did helped. It's time to admit that Google screwed us with this update and move on.

Lawrence
Community Member

Same here.

Melkk
Community Member

I eventually got mine working today. When I brought it back to factory settings I checked my finger on the top volume button for a few more seconds. It started to work about a minute after that.  Worth a try for other people

thatguyic
Community Member

What stinks is that I can't even get it to factory reset. It's stuck in a recovery mode loop. Holding reset does nothing..

Kia
Community Member

Google will replace it! Just request a call from customer service. 

Lawrence
Community Member

Don’t work for everyone. Which country are you from?

Lawrence
Community Member

Turm off update immediately to avoid similar issues.

markymarky
Community Member

Having the same problem. Tried all the fixes suggested but nothing works.

Wasting everyone’s time. Nothing works as they know the only solution is to replace it.

LavBernfest
Community Member

Hey,

 

I am having the same issue. And no luck in submitting a claim to Google - the system times out and says request cannot be processed