My google nest hub device is not working, and it does not obey the factory reset, the screen remains

[JRodriguez]

My google nest hub device is not working, and it does not obey the factory reset, the screen remains black with the G of google.

[Muddi]

Hey JRodriguez,

Thanks for sharing details about the issue here. I know how challenging it can be, to not have a working device when needed - help is here.

This is related to a similar trending issue on this link. Rest assured that our team is aware of this and is already looking into it. I'd like to gather some details:

• Have you tried plugging the device to a different power outlet?
• When was this issue (stuck on gray G logo) first noticed?
• Was the device already in this state when you first discovered it?
• If no, were you in the middle of interacting with the device when it happened? If so, what were you trying to do?
• Did you unplug the device or was there a power outage shortly before you discovered this issue?

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 plug the device back in. Release the volume button once the device turns back on.)
2. Attempt a factory reset once the 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 JRodriguez,

I just wanted to check if the troubleshooting steps shared help? Let us know by updating this thread so we can further help.

Cheers,

Muddi

[Princesss]

Hi there,

I haven’t heard from you, so I’ll be locking the thread in 24 hours. Thanks for posting! 

Best,

Princess

[JRodriguez]

Hello,

I already did the above steps and the device is still the same.

The device was plugged in, idle on and suddenly went black with the G, google symbol.

Regards

[Princesss]

Hi JRodriguez,

Thanks for responding.

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hi JRodriguez,

Chiming in to check if you're done filling out the form? Let us know once you're done so we can check it right away.

Best,

Princess

[JRodriguez]

Sorry I dont see the form, where is it?

[Princesss]

Hi JRodriguez,

Can you please check if you can access this link?

Best,

Princess

[JRodriguez]

I can access, but I filled out the form, but it does not load the page. 

[Princesss]

Hi JRodriguez,

Thanks for trying. Could you please make sure to try it using a different browser?

Let me know right away if it still doesn't work.

Best,

Princess

[Princesss]

Hi JRodriguez,

We just want to check if you have filled out the form we sent? Let us know as soon as you're done.

Best,

Princess

[Azarco]

Hey JRodriguez,

Bumping in — are you able to fill out the form? 

Thanks,

Alex

[Azarco]

Hey JRodriguez,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.

Regards,

Alex