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. 

[UCorvet]

I had the same problem with the G logo and gray screen. Reset did not work at all. Went to Contact Us - Google Nest Help, filled in information, and opted for a call back. Received an immediate callback but was not actually connected to a technician for 55 minutes. She spent an hour with me verifying that I had a problem, that I had actually purchased the unit, serial number, etc., and then trying to get the unit working again (to no avail). At the end she agreed that the unit was defunct and agreed to replace it, even though it was not under warranty. They no longer make Gen 1 and so are replacing it with a Gen 2 unit. So, it all turned out for the best, but I was on the phone for exactly one hour and 55 minutes. Old unit gets shipped back to Google today. I am supposed to receive the new unit in 5-10 days. Fingers crossed. 

[mschwab48]

Sending mine back today.  Did you include the AC adapter with yours when you sent it back.  Directions said not to, which I thought was odd.

[UCorvet]

The tech told me to so yes, it is in the box. 

[GAF893]

Yes I did about everything everyone had tried on this thread

[Jonnycage]

I still can’t find a number to connect to goggle to get a replacement like you did. Can you please provide the number. I clicked on the contact us link but got nothing. 
thank you 

jC

[Jonnycage]

I finally got through and they are sending a new one out. Very nice. 
thabks for everyone’s help

[Lawrence]

Which country are you from may I ask?

[UCorvet]

I opted for the callback. The number that called me was +1(313) 4############. 

[UCorvet]

It looks like they are not allowing me to post that number. You tried 1-############?

[UCorvet]

4############

[UCorvet]

4

8

3

9

1

2

7

[dan4]

One more person with same issue. Nest Hub v1. Same issue occured in October, but was able to factory reset.

I won't bother posting my troubleshooting here, but all suggested methods of resolution have been tried.

If a class action suit comes of this, I would be happy to join in.

[kinga]

I have raised a case ages ago and still have the issue. Case ID 1-############1928. Gave up and sent another email to the google team but they haven't bothered with a reply. This is pretty crazy the amount of land fill google has created bricking all of these devices. Google to you care to reply??

[Lawrence]

Just irresponsible! I have the same experience as yours. Which country are you from?

[dan4]

I waited on hold for about 50 minutes, but I we did progress to an RMA.

For reference my Nest Hub v1 is: out of warranty; purchased and used in Canada; purchased from Google Store.

Having purchased the device directly from Google might have made the process easier.

We need a lawfirm that wants to take this to class action. Google is creating e-waste through bad software. Also time for "cradle to grave" legislation for electronics.

[Lawrence]

i just wonder if they just go bricking all devices the sell, they can continue to sell new units without any responsibilities. Does it mean that Hub Gen 1 is no longer supported and need to be replaced since it is out of warranty. 

[jlrubritz]

Yeah, I have thought about it, but would rather just join one.  

Google's new business model is to force everyone to upgrade by sending out a software update to brick all of the gen 1 Nest Hubs and don't say anything about it.  I do remember Apple trying something similar with their iPhone updates, causing older gen phones to slow down.  At least Apple didn't brick them...  

I did go out and buy the new Google Max Hub.  Which is working great with the new software updates that they pushed out. 

I would even accept a coupon or something from Google, instead of trying to get a gen 2 Nest Hub.  Which most likely would be refurbished and will be bricked in a year or two.

[Lawrence]

Be careful they may bricked your Google Max hub too! Suggest you turn off the update just in case. 

[Jimb1]

Has anyone who sent their device back, received a replacement?  I sent mine in using the Google RMA on Jan ############.

[UCorvet]

I have a FedEx tracking number. Supposed to be here Sunday. 

[Jimb1]

Nice....I sent mine by USPS.  It was turned over to a 'returns agent'?  The post office said that is normal.  Hoping for the best.  Thanks

[JDawg]

I received mine today. It’s the new hub 2. 

[Jonnycage]

I talked for 58min to Val thier representative. Sent photos and they said they will send an email to return my old one and receive a new one. Never got the email. 

[MichaelJ]

I’m into day three/four and I haven’t received the email either. I’m starting to think there’s some mischief afoot. I sincerely hope they stand by their word. My representative was Jay. 

[missag]

I have the same problem this seems to have affected a lot of devices

[pkang94]

Mine is doing the same. Gen 1 Hub.

[Amandajoseph]

Mine did this same thing last night! I’m super upset as I’ve only had it less then a year and now it’s a paperweight in my kitchen. 

[BLondeCooker]

I have spent days trying everything to get off the G screen and it gets to recovery mode after the 10 seconds and then goes back to G.  Have followed every path known as suggested here and other references as well and nothing works.  Since so many are having the same issue I would say Google has sabotaged their product and it's just a huge waste of time to resolve.  Throw the **bleep** thing away and move on.  

[mschwab48]

Just got my replacement via FedEx.  Nice that it is second generation.  Had to spend about an hour in the Google chat while they asked for my info, tried resetting it, sent me case number, and had me send a pic showing the grey screen and a piece of paper next to it when the case number.  Emailed the return shipping doc, I sent it out last week and got the new 2g today.  The customer service was great.  

[Farrahr]

Do you have a solution yet for the grey “g” screen? 

I did the volume button factory reset and it went right back to the grey screen…it’s just an electricity sucking paper weight now. 

[Mephiston103]

I have one device that will not boot past the grey "G" screen. Factory reset doesn't seem to help. Could you open a case for this issue?

[Tawnie]

Is there a link to file for replacement? I’ve tried everything

[Tammy1]

I filled out info and then had chat with someone who helped me. Start here- https://support.google.com/googlenest/gethelp

[pwaiwaiole]

I am having the same issue. Please advise next steps!

[Tammy1]

I filled out info and then had chat with someone who helped me. Start here- https://support.google.com/googlenest/gethelp

[JD12]

I am also experiencing the same problem and have tried resetting the hub multiple times.  I am trying to figure out a way to contact Google without this form, but haven't been able to. Any help is appreciated. 

[Tammy1]

I did a chat with someone here- https://support.google.com/googlenest/gethelp

[UCorvet]

I received my new Google Nest Home Generation 2 unit yesterday. 

I agree that there is no way to fix the problem. You have to get it replaced. and to do that you need to start here - Contact Us - Google Nest Help

[Ktheoniggs]

I’ve tried the factory reset suggestions but still stuck in the grey screen with the white G 

[Ktheoniggs]

Any help or suggestions please?!