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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

Erikvkleef
Community Member

I’m also having the same problem, tried recovery mode and factory reset but still just rebooting to a grey screen with a G in the middle. Its a big G of Goodluck

Erikvkleef
Community Member

Its a big waste of good materials all those bricked hubs. 

SS502
Community Member

Similar problem with Home HUB. Stuck on displaying G on the screen.  Case ID [8-############2180]

Jbushnell159
Community Member

Hello, my device is having the same issue. Multiple factory resets and power cycles with no resolution. Stuck on the grey “G” screen. Please create a case for me as well.

Leroyxx
Community Member

Same here, a power outage took it out. Useful!

Trojan99
Community Member

Tried everything and still have grey G screen.

Leroyxx
Community Member

I got onto the support chat and they are going to replace it. 

Lawrence
Community Member

Hi, r u living in the US?

Leroyxx
Community Member

Nope, Australia. i used this link here and went though to the chat, no issues.

Lawrence
Community Member

Hi, are you living in the US?

Apollo13
Community Member

Dear Frances,

I have been reading all the comments, and I found myself having the same issue as that of everyone.

 

Please could you help fix the problem.

PiotrKonopka
Community Member

I have the same problem with my Nest. What can I do? Recovery and factory reset does not help. 

geekaholic
Community Member

I had my google display turned off and unplugged for few months and tired plugging in to get the grey g screen. Tried the reset method with same result. 

Same here. I am living in Singapore and don’t think they are replacing the units here. Seems okay for US, UK and Australia. Which country are you from. Trying to check on which countries they service.

Samh_79
Community Member

My Google home screen is doing the same thing. Grey screen with g in center. We have factory reset about 5 times. No luck. Any solutions yet?

1d4lf488
Community Member

I contacted @googlenesthelp on twitter and I've done all troubleshooting with them, even sent them a video, and apparently I have to replace de device directly with Amazon.

Caloy
Community Member

I am having same issue, any solution?

Yanfong25
Community Member

Im experiencing the same issue. 

Baishan
Community Member

Got same problem. Did the factory-reset as what mentioned above. didn't help. It still stuck on the G log with grey screen.

frankgrm
Community Member

Sadly, I am having the exact same issues as well. It's suddenly stuck on the 'G' screen and factory reset/recovery mode won't help.

brittanyfinley
Community Member

I have done almost everything i can and mine is stuck on that screen to im so mad. has anyone found out anything or heard anything from anyone 

Yaboydennis
Community Member

I am having this problem, I’ve tried everything

sumei28
Community Member

isn't google concern about their branding... they seem ok until this fiasco...

iano
Community Member

Same here. Funny how long it’s been happening and no workaround  from Google. This issue should be posted on product reviews on retailer stores so that consumers can see. Maybe then they will fix the issue. 

They are sending replacement units because this is not a fixable problem.  They think it happened during an update.  I just received my new replacement today and had to send back a 3-year-old unit.  Contact support.  At the top of this whole thread, there is a link to the form.

 

B-radical
Community Member

I threw mine out good luck on getting a fix.

Nathan___
Community Member

EVERYONE I FOUND A “SOLUTION” - Get on a google support chat and tell them about the issue. Okay tell them that you know that fushia OS bricked the device. Also tell them that you know that there are lots of people with the same issue. It might not work all the time, but they accepted an out of warranty replacement - I am getting a new 2nd gen nest hub for giving them back my 1st gen. It arrives tomorrow

Which country are you from. Seems no problems for US, UK and Australia. I am struggling as I am from Singapore and had tried all the support and even sent them the email they asked for but goolgle just refused to replace. Is there a consumer protection that we can feedback to in the US?

solicar4
Community Member

mine is doing the same thing I reset and still Grey screen with g

SMW
Community Member

I have the same problem can anyone advise a fix the reboot did not work.

Kinanda
Community Member

My Display Hub is also stuck on G.. tried rebooting, resetting and all the above mentioned solutions, none worked 

Please help me

WiLLoX3
Community Member

Tengo el mismo problema que puedo hacer

SMW
Community Member

Hi after speaking with Google and trying all the recovery options which did not work they are replacing the unit with a new one as it is just in warranty. Sorry to say but I think if it’s out of warranty you now have a paperweight.

BLondeCooker
Community Member

Google will replace the unit out of warranty.  You will have to contact support by email, and after taking a photo of the serial number on the bottom and a photo of the screen, they will send you a new one.  They send you a return label for you to send your defective one back.  Just got mine today and set it up in 5 minutes.  

Hi BlondeCooker, I've done all those steps taking photos etc. How long did it take before you received after that.  I'm looking at 3 weeks now and haven't heard anything since. 

Sozzer
Community Member

Experiencing the same and no chat support from Google

Tdewar
Community Member

I also have the same issue. Factory reset doesn't help. Power down over time does not help. Stuck in grey screen. Please advise how to proceed to get this issue resolved.

stanase
Community Member

Same problem here , since yesterday the device only shows the G on a grey background, restarted , factory reseted but goes back to same screen.

stanase
Community Member

Opened a case but not very optimistic... lets see.

Mackley4350
Community Member

Mine is doing this now as well