09-02-2021 07:28 AM
Hub stuck on g screen factory reset brings it back to g screen. Power off overnight, no change.
Answered! Go to the Recommended Answer.
04-13-2022 03:22 PM
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
11-01-2021 09:40 PM
11-01-2021 09:38 PM
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.
09-02-2021 06:36 AM
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. 🧱
10-07-2021 03:05 PM
10-08-2021 08:55 AM
Thanks for reaching out. Could you please clarify your comment? Is your device not working?
Please let me know, we're here to help!
09-02-2021 12:45 PM
Same happend to me.Just stuck on black Screen with G Logo on it. Google Bricked our Devices.Hope they do anything about it. Shame on Google.
09-08-2021 11:42 AM
Thanks for your post as well.
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: 4-8073000031892.
09-08-2021 01:56 PM
Thanks for that.I hope i hear something from the Google Support team,and these arent just empty promises.
09-02-2021 02:27 PM
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.
09-30-2021 08:39 AM
Did they finally come back to you? with resolutions? or you are hang up like the rest of us to dry and "die" naturally?
09-08-2021 11:21 AM
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.
09-08-2021 11:52 AM
Thank you for the follow up.
I did hear back from Support and they issued me an RMA number for my old device. Just waiting on UPS now for the replacement to arrive in the next few days. Cheers.
09-10-2021 02:40 PM
I am having the same issue. Also bought one for my Mum and she has had the same problem.
10-01-2021 09:16 AM
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.
09-16-2021 04:25 PM - edited 09-16-2021 04:26 PM
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.
09-16-2021 06:17 PM
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.
09-17-2021 09:42 PM
Hello JDub, Dmc, and MsLike2Travel,
Thank you for your patience with us! We've created a case for each of you regarding your issue to send to our support team. Be on the lookout for an email from us in your inbox soon.
02-08-2022 02:09 AM
What if I bought it in Ukraine? The support does not replace it.
There is usb port, that could be used to reload firmware.
09-26-2021 07:42 PM
My hub is also stuck on the gray G logo screen. I've tried unplugging for several minutes and doing the factory reset. The factory reset does the count down and everything but returns to the gray G screen once it boots up again. Need help. Everything was working fine up until it started this.
09-27-2021 08:04 AM
10-01-2021 09:09 AM
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.
10-01-2021 10:06 AM
Feel free to close my case. My replacement device arrived a few weeks back and it's been working fine with all the latest software updates.
09-27-2021 12:29 AM
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?
09-27-2021 05:43 AM
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.
09-27-2021 08:22 PM
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.
09-29-2021 09:31 AM
That's a shame. If you've tried those steps above and are still experiencing issues, I'd recommend that you contact the Google Nest support team directly. They'll be able to check on possible further troubleshooting options and next steps.
12-03-2021 09:10 PM
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.
01-18-2022 01:37 PM
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.
01-18-2022 04:50 PM
I had similar issues as you and chasing them since August. They asked for pictures and serial number but no response after that. Have been chasing them still. Just annoying!
01-13-2022 06:34 AM
How do i raise a case. still not booting up
09-29-2021 11:20 AM
Cheers Davidking Google are sorting me out - thanks very much
09-08-2021 03:35 PM
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.
09-06-2021 06:06 AM
I upluged my Google nest hub several hours without success. I factory reseted the device. It remains blocked on startup on the G logo.
09-30-2021 05:32 AM
Nest hub screen is grey with white G, factory reset will not resolve this
09-30-2021 04:13 AM
tried to reset my google home hub and now i have g in the middle of the screen and it will not come on
hope someone can help
09-10-2021 08:48 AM
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.
09-12-2021 10:32 PM
Thanks for the message. I have tried all the recovery processes and none of them have worked it's just stuck at the grey G Screen.
I post into that thread also.
09-13-2021 08:10 AM
Thanks for posting in that main thread. Community Specialists are assigning case numbers and trying to get everybody sorted. It might be helpful to call into support if that is an option for you.
11-10-2021 11:14 AM
How did you fix ur google home hub mine is doing the same
11-10-2021 04:56 PM
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.