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
You can still do a factory reset by holding (and keeping) both volume up and down before powering up the device. However, because of recent updates, after a while the device will freeze and you may need to do that again.
I have the same issue. Grey screen with a ‘G’ very unfortunate and frustrating. Time to go with Amazon devices I guess. Can’t believe Google has no real solution. Tried the suggested options. Brick. 🧱
FYI - I got in touch with someone from Google Support today. They confirmed that the recent OS update has bricked hub devices with certain firmware revisions. They've been flooded with similar calls from other customers with this exact same problem.
I opened a case with Support and sent them my serial no, original reciept & photos to prove the device was not damaged due to misuse. The matter has been escalated & I am waiting to hear back as to whether or not they will send a replacement or offer some alternative remedy.
Thanks for your post. I am sorry to hear that your Google Nest Hub is not working. I understand how frustrating this issue is.
I looked into your issue and saw that you contacted Google Support on September 2, 2021. I would recommend reaching out to Google Support again with your Case ID if you have any more questions or concerns, as they have a more in-depth view of your case. Just a reminder, your Case ID is: 6-7901000031633.
Thanks for reaching out.
I looked into your issue and saw that you contacted Google Support on September 10, 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: 3-2727000031898.
I'm experiencing the same issue as well. I see "G" on a blue background but the factory reset does not work. It was working perfectly until what I assume was an auto-update that took place. Since this auto-update, it's showing the "G" and is basically a brick. This only just happened a few days ago. Looking for guidance.
If you cannot factory reset the device using documented steps then unfortunately you'll probably need to replace the device as there's no way to update the system firmware or OS when it's in this state.
I would suggest you contact Google Support and open a Case file.
They issued me a RMA to return my old hub & get a replacement unit via UPS.
I've had the new device for the past few days and thus far, I haven't encountered any problems. I was able to update to the latest OS revision and re-apply all my previous settings.
Thank you for trying a variety of troubleshooting steps.
I looked into your issue and saw that you contacted Google Support on September 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: 6-7901000031633.
My nest Hub is stuck on the G with Grey background. Google has locked all the various questions and answer chains on the former community pages (is this a deliberate ploy on Google's behalf I wonder to avoid what seems a potentially massive issue??).
Has any one further info on any possible fixes?
In addition to MrVacca's great advice, are you using the original power adapter that came with your device? Try using a different power outlet in your house and try to reboot. There is a possible workaround, let's try these steps:
As for the other posts you've seen being locked, posts are locked automatically after a certain period of inactivity. However, the Google Nest community has also recently moved from support.google.com to googlenestcommunity.com (here), so there will be a period of transition that could explain what you're seeing.
I have the same problem and what you have recommended is not helping. All the power outlet I had tried at home and factory reset only bring me back to the silly grey G logo. my patience is running out.
I have 2 units, and as of this morning, the second one went to "G" screen as well. Tried all the methods mentioned, and even swapped power supplies between the 2 units. Nothing is working. It's easy for all you "Experts" telling us how to reboot/reset the units. but understand this: IT"S TOTALLY USELESS TO US WHEN NOTHING IS WORKING.... and my patience is getting very thin before I will switch to Alexa forever.
Be aware that Google don't care about customers, they've agreed to replace my unit August last year, sent a email confirming address and I never heard from them again.
For their own lucky I disliked Apple otherwise I would be a happy Apple user by now.
It looks like this could be a bigger issue than Google is letting on. It's clear that this is not just a couple of units. My device did this too a few weeks back. Google has a head in the sand approach to customer service, not too disimilar to Samsung in that regard.
I would take a look at Re: Hub stuck on grey ‘g’ screen, factory reset no... - Google Nest Community . A Nest Community Specialist is helping users with that issue. There are some troubleshooting steps posted but if that doesn't help please add to that thread.
The only way is to call them and get it replaced if eligible. They do not have any solutions and will just note down as a case. Mine case has been there forever. Just give up on Google as they do not want to own up that they messed up all the nesthubs with their faulty updates.