Hub stuck on recobery mode screen, factory reset not helped

[samuelchampi]

First the screen goes black, after two weeks of connecting and disconnecting it, the device entered the factory restore view.

The process to restore the factory was done but it does not work, it stays in the same view over and over again.

Very sad that this is how google devices work

[Muddi]

Hey samuelchampi,

Thanks for sharing details about the issue here. Sorry to hear about your Google Nest Hub - let's dig deeper. To confirm, is it stuck on black screen or G logo? When did the issue start? Are you using the original power cable that came with the Nest Hub? Have you tried plugging the device to a different power outlet?

Looking forward to your response.

Cheers,

Muddi

[samuelchampi]

The problem started two months ago, in the first week that I started using the device:

The first month, the screen was black
Now, it stays on the recovery mode screen.

I am using the original power cord.
I have tried it on several outlets

[Azarco]

Hey samuelchampi,

Thanks for the additional details. Could you provide us the cast firmware and software version of your Google Nest Hub? Also, please fill out this form so that our team can check this further. 

Kind regards,

Alex

[samuelchampi]

Hi, how do I get the firmware and software version?

[Azarco]

Hey samuelchampi,

To check the firmware version in the Google Home app, ask the customer to:

1. Make sure the customer's mobile device is connected to the same Wi-Fi or linked to the same account as the speaker or display.
2. Open the Google Home app.
3. Touch and hold the device.
4. At the top right, Tap Settings > About device. The device's Software version and Cast firmware version should appear.
5. Also, don't forget to fill out the form.

Best,

Alex

[samuelchampi]

Hi, 
Currently, I don't have a connection with the device, is there any other way? Is there a history of the connected devices in the past?

[Azarco]

Hey samuelchampi,

You can only obtain this information if your Nest Hub is set-up, thanks for checking. We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Kind regards,

Alex

[samuelchampi]

Hi Alex,

Is there a way to update the firmware and software manually?
Or enter the device by a developer mode?

[Azarco]

Hey samuelchampi,

Updates on the Google Nest devices are automatic and sent over the air. While we don't have a developer mode, you can join the Preview Program.

Thanks,

Alex

[Princesss]

Hi there,

We just want to check if you have seen our response on the previous post? Let us know if you have additional questions, otherwise we'll be locking the thread.

Best,

Princess

[Princesss]

Hi there,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Best,

Princess