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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 ACCEPTED SOLUTION

frances
Community Specialist
Community Specialist

Hi All,

 

Thank you for your patience during this time. I understand all of your concerns and frustrations. I appreciate everyone sharing their feedback, suggestions, and updates.

 

I have gone ahead and made everyone a case or looked into your case and provided you your Case ID as a reminder.

 

Our team is aware of this issue and is actively looking into it.

 

For those asking how to contact the support team, feel free to use this form. 

 

I will keep this thread open so folks can continue posting updates as they come in.

 

Once again, I thank all of you for your patience!

View solution in original post

563 REPLIES 563

JillG
Platinum Product Expert
Platinum Product Expert

Hey Tizzle,

 

Are you using the original supplied 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. Not sure if this will work but you can try:

  • Place the device in Recovery Mode (unplug the device then hold down the volume button while plugging device back in. Release the volume button once the device turns back on.)
  • Attempt a factory reset once the device boots into Recovery Mode (hold down both volume up and volume down buttons at the same time.)
  • If the device recovers,  send feedback from the device using the keywords “GHT3 Nest Hub stuck on G logo resolved”.

Keep us updated!

Jill

ILLDILL91
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. 

frances
Community Specialist
Community Specialist

Hello ILLDILL91,

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: 2-2390000031735. Thank you.

I am also having this same issue and just tried the factory reset a few times with no luck…what do you recommend please?

frances
Community Specialist
Community Specialist

Hello @Tanjaahoff

 

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: 8-8340000032159. 

 

I am having the same issue. I Tried unplugging the device, holding down the volume button, and plugging it back in. I got the factory reset menu to come up, but then when it reloads, it just comes back up with the gray screen and the G. What do I do?

frances
Community Specialist
Community Specialist

Hello @Brussell93

 

Thank you for trying a variety of troubleshooting steps. 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: 7-2751000032470. 

ZR
Community Member

I'm having the same trouble as the users above:

  1. Stuck on the g screen;
  2. Unplug, plug back in = stuck on the g screen;
  3. Holding down both volume buttons while plugging it back in = factory reset menu, but then when it boots up it's again stuck on the g screen.

I've started a new case for myself using links from the accepted solution, and chatting with a live agent.

I am also having the same problem Gray screen.  It allowed me to try the factory reset and account it down and then went back to the same thing Gray screen. I've tried to unplug it from the back of the though nest and still nothing back to the Gray screen.. Help

CommunityG
Community Member

Have the same problem, hub is stuck on the 'G' screen and factory reset/recovery mode is not working. Kindly get back to me as soon as possible

frances
Community Specialist
Community Specialist

Hi CommunityG,

I appreciate you taking the time to try and troubleshoot your device. 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: 0-9722000031703. 

 

Having the same problem with screen frozen on G 

Hello I can't log a Cass cos I'm in South Africa and have the same problem with my Google display,  factory reset did not work 

Leo
Community Member

Hi. I contacted Google support and they didn't want to replace mine because I am from SA as well. 

frances
Community Specialist
Community Specialist

Hello @KAYT04 and @Leo

 

Thanks for reaching out. I am sorry to hear that the support team was unable to resolve your issue.

 

The support team are the only people who can make decisions on cases and have a more in-depth view of this issue. 

 

For future reference the Google Nest Hub (2nd gen.) is only supported in:

  • Australia, Austria, Belgium, Canada, Denmark, France, Germany, Ireland, Italy Japan, Netherlands, New Zealand, Norway, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, United Kingdom, United States (except for Puerto Rico)

Please let me know if you have any other questions or concerns. If you have any other questions regarding this issue or your case, please contact the support team. Thank you!

CommunityG
Community Member

Have the same problem, hub is stuck on the G screen and factory reset/recovery mode is not working. Kindly get back to me as soon as possible

frances
Community Specialist
Community Specialist

Hi CommunityG,

 

Please refer to my original post to your first comment. Thank you.

I've tried the recovery mode more than 20 times with no luck.

Not sure what to do as my nest hub is over 1.5 year old.

Hello @frank_fernandes

 

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: 5-8400000031492. 

I am encountering the same too. It was still working fine the day before. Tried reset/recovery step mentioned and is still the same.

frances
Community Specialist
Community Specialist

Hello alvinyongzx,

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 28, 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: 6-5500000031566. Thank you.

 

Eoinb
Community Member

Hi, 

I have the same issue. Tried Factory Reset  / Recovery Mode multiple times. The issue remains. Can you assist please?

 

Thanks 

MrVacca
Silver Product Expert
Silver Product Expert

Sorry to hear about that @SiFo. I don't recall your other posts so I apologize if this has already been recommended, but have you tried doing a factory reset on your Google Nest Hub? 

JackOh
Community Member

I am running out of options for this. factory reset is not helping and changing power outlets around the house to test the nest hub doing the factory reset is useless as well. 

Please provide me with a solution to this issue where the nest hub stay on the G logo and won't boot up. 

Ashepherdson
Gold Product Expert
Gold Product Expert

Hang tight, this is being looked at, I know it's frustrating but someone will have an answer soon!

Obviously this is a known issues, why wasn't there a fix for it? All I read is the experts telling to do factory reset which is again obviously not working just by reading all the threads here. 

calling google and all we get is redirecting to this support page which again is NOT helpful as well. Simply want this to be either replace, or fix. is this too much to ask for from Google?

frances
Community Specialist
Community Specialist

Hello JackOh,

Please refer to my original reply above to your first comment. Thank you.

frances
Community Specialist
Community Specialist

Hello JackOh,

Thank you for your messages and posts.  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: 7-0335000031382. 

Ireneg
Community Member

Having the same issue.  Any answers?

xtof
Community Member

No answer, no solution.

How to contact a support?

frances
Community Specialist
Community Specialist

Hello xtof,

Thank you 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: 5-0155000031764.

frances
Community Specialist
Community Specialist

Hello Ireneg,


Thanks for reaching out, I understand your concern.  

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: 9-1232000031677. 

sialzi
Community Member

My Google nest screen is frozen with G logo. Cannot factory reset. 

frances
Community Specialist
Community Specialist

Hello sialzi,

Thanks for your comment. I looked into your issue and saw that you contacted Google Support on September 28, 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:  9-6525000032277. 

kench362
Community Member

My Google Nest Hub had been working just fine until a few weeks ago.

It restarted after a recent auto update and now it's been stuck on the infamous grey screen with G logo ...I've followed all the suggestions listed in another support thread: https://support.google.com/googlenest/thread/111194794/og-nest-hub-bricked-or-broken?hl=en

But nothing works. I cannot get the device to enter recovery mode or factory reset.

This is a first generation Nest Hub which obviously means its now out of warranty, but, there was nothing wrong with the screen, speakers or WiFi.  Hoping your techs can come up with a way to recover my device or push out a new software fix.  It would be a shame to have to landfill a perfectly good electronic device.

Thanks.

Is that what it is??? My hub has also been acting up the past 2 weeks. It hasn't bricked yet but when using it to play spotify or trigger lights in the house it will freeze and i'll see the grey G on the black background too. My lights are on a routine and every day i hear the "google has encountered a problem with four lights" message. i wasn't aware of the update.

I went onto Reddit and the Google Nest Community Forums and there were hundreds of similar posts from other Nest Hub owners with multiple devices in their homes all freezing or bricking during the past few weeks.  I didn't think this could be a coincidence lol.

Obviously I don't think this was intentional on the part of Google, but clearly they mess'ed up big time.  These were all perfectly fine devices which might have to go into the garbage heap if they can't be recovered.  Other posters who contacted support were told if their devices were outside the 1 year warranty period, they'd have to just buy a new replacement ...that's ridiculous cuz who's to say in years time they send out another botched auto update.  

Ameetmk
Community Member

Same issue, stuck with this screen for months, every time I try either reset or restart it’s not working. Frustrating, it worked only for few months

frances
Community Specialist
Community Specialist

Hello Ameetmk,

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: 2-4693000031970.