Hub stuck on grey g screen

[Marba8]

Seems to be a common issue but the factory reset didn’t help me. Super frustrating. 

[Muddi]

Hey Marba8,

Thanks for posting, and apologize for the late response.

I know how frustrating it is to not have a working device when needed. Rest assured that our team is aware of this and is already looking into it. I'd like to gather some details — when did the this start? Are you using the official power adapter that came with the Nest display? Also, have you tried plugging the device to a different power outlet?

Please try these steps below that may help us fix the issue:

1. Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while you plugs the device back in. Release the volume button once the device turns back on.)
2. Attempt a factory reset once device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

Let me know how it goes.

Cheers,

Muddi

[Muddi]

Hey Marba8,

Just checking in to see if the troubleshooting steps shared helped? Let us know by updating this thread and we're happy to help.

Cheers,

Muddi

[Benn]

Hi

I have a Google Nest Hub that is also stuck on the G screen. I have tried the recovery mode and then attempted the factory reset, but it just goes back to the G screen. This started a few weeks ago and we are using the official adapters.  I have seen other community posts where this is a known issue and there does not seem to be any fix, other than to replace the item. There are other posts suggesting this occurred following a software update.

[Jake]

Hey Benn,

I am truly sorry for the trouble and frustration that you are having with the device being stuck on the G screen. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[Jake]

Hey Benn,

I wanted to check in and ensure our Team has been in contact? Please let me know, as I would be happy to assist.

Best regards,
Jake

[Jake]

Hey Benn,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

[Benn]

Hi,

Apologies, replying by Gmail - my bad.

I completed the form you sent me, but i have not had contact with any other person aprt from yourself.

Regards

Benn

[Jake]

Hey Benn,

I am sorry to hear you have not heard from our Team yet. I understand this is not the most ideal situation here. I will be reaching out on your behalf to ensure you are getting a reply. Please be on the lookout for that, and let me know if you still have not heard from them after a couple of days. 

Best regards,

Jake

[Jake]

Hey Benn,

I wanted to follow up once again and ensure you are being helped. Please let me know if you have any questions or concerns from here, as I would be happy to review further.

Best regards,

Jake

[Jake]

Hey Benn,

I wanted to reach out again to ensure you are being helped. Please let me know if you have not seen the email from our Team, or if you have any questions from here.

Best regards,

Jake

[Benn]

Hi Jake,

no nothing as yet. At this stage I think my options are to see if there has been a firmware update and try to reset - nt holding out for that, and if that does not work, then see if JB HiFi will honour the 2 year warranty - not sure how that will go

[Jake]

Hey Benn,

I am sorry that you have not heard from our Team yet. I did reach out, and they had informed me they are currently working through backlog. I understand this is not the most ideal response, but I do appreciate your patience. Our Team will be in contact with you soon for further support on the issue. Please let me know if you have any other questions from here as well.

Best regards,

Jake

[Jake]

Hey Benn,

I wanted to check in and see if you still had any questions from here? Please let me know, as I would be happy to assist, and answer any  you may have.

Best regards,
Jake

[Jake]

Hey Benn,

Please let me know if you have any questions, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

[Benn]

Hi Jake, no contact as yet, but you might as well lock the thread.

Regards

Benn

[Muddi]

Hey folks,

Does anyone still need assistance here? Feel free to update this thread and we're glad to assist you.

Cheers,

Muddi

[Azmael]

None of these methods did anything to fix my Gen1 Nest Hub..  I called Google Customer Service.  i had to send back the "broken" Hub and sent out replacement  🙂

[Azmael]

I also had the same problem.. none of these methods helped.. but i got it fixed!!  

[Muddi]

Hey Azmel,

I'm glad to know that your issue was resolved. Could you share the steps that you've done as this may help other users in the community.

@Benn: How's your device? Are you able to get the help that you need?

Cheers,

Muddi

[Jake]

Hey all,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake