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. 

[frances]

Hi @Nabtay

Thank you for your message.  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: 5-4392000031759. 

[pommie41]

I have created a separate thread and was advised by JillG to post into this thread for any assistance.
I have carried out all suggestions and still boots to grey G only. I did send logs to google support from Google home App but have not had any feedback.

Original thread

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Black-G-Logo-on-Screen/m-p/9567#M2012

Thanks
Andrew

[frances]

Hi @pommie41

Thanks for your post and patience.  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: 0-8079000032108. 

[frances]

Hi @JeiBie

Thanks for your message.  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: 5-2808000031792. 

[JeiBie]

Same here, my Nest Hub got stuck in grey "G". No suggesteted tipps about recovery mode helps 😞

[Woodallc10]

Please add me to the list. I would like to see a fix as mine has been like this for over a month now. 

[frances]

Hi @Woodallc10 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 18, 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: 2-8841000032108. Thank you.

[Patty373]

Please add me to the list.  I am also having the black screen issues with no resolution or fix.

[Patty373]

Are any of the Community Specialists contacting Google to get a fix.  I have done all the suggested fixes and none work.  I have also contacted Google support twice and have been told since my Hub is out of warranty there is nothing they will do.  They just advised me to purchase a new unit.  They have horrible customer service.

[frances]

Hello @Patty373

I am sorry to hear that the support team is unable to help resolve your issue. I understand your frustration.

If you need help regarding this situation, I would suggest contacting support one more time through that email as they are the only ones that can help you in this scenario. Just a reminder, your Case ID is: 1-6126000031460. 

I apologize for the inconvenience caused by this issue and situation. 

[AshleeD]

Mine is doing the exact same. An Australian model. Have tried factory reset and a new outlet. All original cords. Still stuck on the G screen. Not happy at all. 

[frances]

Hello @AshleeD

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 13, 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: 1-3649000032190. 

[ksskarthi]

Hi Frances, please add me to this list, i am having same problem and my device got stuck with loading screen.

[ksskarthi]

I dont think google has fix for this. I have contacted the customer care and they replaced mine without much questions. Hope this helps someone 

[frances]

Hello @ksskarthi

Thanks for your message. I looked into your issue and saw that you contacted Google Support on September 17, 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: 8-9943000031723. 

[Devin_Hart]

I am in the same boat. It can't get past the G screen after the factory reset. Different outlets/circuits have also been tried. Please add me to your list.

[sgoodbulldogs]

Please also add me to list 

[BasilBell]

I'm pleased to have found this thread and hopeful something may come of it. 

My Nest Hub has been like this since September 8th and I've tried the suggested troubleshooting methods but just end up with the grey G screen.

Model number - H1A

Region - UK

[Leia]

I’m having the exact same problems and it’s extremely frustrating 

[frances]

Hello @Leia

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 16, 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: 3-8133000032201. Thank you.

[frances]

Hello @Meleno10

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 16, 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: 9-9218000031808. Thank you.

[frances]

Hello @Hodge

Thanks for your update! I am glad to hear that your issue was able to be resolved by receiving a replacement. 

If you have any other questions or concerns about this issue, please contact the support team again and refer to your Case ID.

Just a reminder, your Case ID is: 4-8163000031458. 

[Hodge]

Woke this morning to find mine is stuck on the grey screen - seems to be a known issue

[Hodge]

I have just been in touch with Google Support and they have agreed to replace the hub even though I have had it nearly 2 years. Can't fault their customer service TBH 

[JeiBie]

I second Hodge's recommendation about contacting Google support.

Got also a confirmation from support about replacing my 1 year old Nest Hub 1st Gen (not bought in Google store). 

[RW]

Hi Hodge 

Can you share contact details for Google Support as after several chasers it seems the cases created for everyone are not getting the Google support expected. I personally have not any feedback but received many messages sharing similar frustration.

[RW]

Hi all just looked up Google support and could not find any contact numbers but have managed to find an option to have a call back…

Will let you know if as successful as Hodge and Jeibie. Thanks to both

[JeiBie]

https://support.google.com/googlenest/gethelp?hl=en

Personally, I got confirmed  hardware change after chat with support team (choose "Google Home" as product family).

[FrazerG]

I've just submitted this case too. Thank you for the link. 

[timsz]

This is not fair, you are also out of warranty and they gave you a free replacement.

@User123456, if you are offering replacements for out of warranty, you should not be picking and choosing who to give it to and you should do the right thing and offering replacement for everyone for the bug you brought to their device via your software updates

Hello Tim,

After exhausting all troubleshooting steps and consulting the case to our higher level of support, I am sorry to tell you that we cannot offer a replacement for your Google Nest Hub Max as the device is already out of warranty. I tried my best to check if we can provide a one time courtesy but to no avail.

[Lawrence]

Tim,

i had the same issue although under warranty it was bought online not from their authorised reseller so Google did not honour it. Just have to keep it as a bricked item to remind you of not buying a google item in future. Poor customer service for a mistake made by Google. Next time do not do any automatic updates in future.

[RachaelBV]

I just opened my hub this evening and stuck on grey screen with G too.

Looking forward to a fix for this

[frances]

Hello @RachaelBV

Thanks for reaching out.  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: 8-8570000031545. 

[frances]

Hello @Sherrellm

Thanks for reaching out.  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: 9-6893000031431.

[JuanV]

I'm having the same problem. I've tried all the suggested solutions. How do I get on the list for customers to be notified when this is fixed?

[Hodge]

Contact Google support 

[Hodge]

https://support.google.com/googlenest/gethelp?hl=en

[frances]

Hello @JuanV

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 18, 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: 5-7518000032099. Thank you.

[Sherrellm]

Having the same issues, ours is less than 12 months old not happy. 

[Hodge]

Contact https://support.google.com/googlenest/gethelp?hl=en

I got offered a replacement