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Nest Hub 2 Gen stuck on loading screen and unable to factory reset

Ashie136
Community Member

We purchased a new Nest Hub (2nd Gen) it worked the first day and were able to get it connected.

Day 2 it stopped working and it stuck on a white screen with the G logo and a blue 'loading bar' underneath. 

Unable to factory reset the device. Have tried switching it on and off 11 times to no avail and have tried different power-points.

1 REPLY 1

Muddi
Community Specialist
Community Specialist

Hey Ashie136,

 

Thanks for visiting the Community.

 

Sorry for the late response. I know how challenging it is not having a working device when needed. Let's try these steps below:

 

  1. Check if they have the official power adapter that came with the Nest display.
  2. Plug in the device to a different power source > reboot the device.
  3. If the issue persists, ask the customer to put the device in recovery mode with these steps:
    1. Unplug the power cord.
    2. Hold down the volume buttons and plug in the power cord at the same time.
    3. Wait for the device to turn on.
    4. Release the volume buttons.
  4. Once the device is in recovery mode, attempt an FDR.

 

Let me know how it goes.

 

Cheers,

Muddi