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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 Recommended Answer

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for sharing all the details about the issue. 

 

We understand this issue has been happening for quite some time now, but rest assured that our team is aware of this and looking into this issue at hand. Please try to plug in the device to a different power outlet, then attempt a reset.

 

If unresolved, perform the workaround below:

 

  1. At the back of the Nest display, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up
  2. Repeat the first step, 10 more times.
  3. After the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

Put your device to recovery mode:

 

  1. Put the device in Recovery Mode (Unplug the device, then perform a long press on the volume up and volume down buttons while the customer plugs the device back in. Once the device turns back on, release the volume buttons.)
  2. Once the device boots into Recovery Mode (a long press on both volume up and volume down buttons at the same time), attempt a factory reset.

 

If the above steps don't work, please reach out to us to get immediate support on this link: https://bit.ly/3adTfGB

 

Cheers,

Muddi

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1,523 REPLIES 1,523

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? 

Are you kidding, my guy?

Luga
Community Member

Are you serious? I don’t recall Mother Nature telling you this but don’t forget to breathe! It is essential. 

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
Platinum Product Expert
Platinum 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.

Any news yet? Its obviously not a device specific issue but something google has done that's bricking devices. Won't be buying a new one if this is how they operate, planned obsolescence 

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. 

GAF893
Community Member

My nest home won't factory reset either, can you open a case for me.  

Same as mine . Having the same issue 

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. 

frances
Community Specialist
Community Specialist

Hello arl3cchino,

 

Thanks for your patience! I appreciate you taking the time to try 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: 3-7726000031499.

JDub
Community Member

I need that help as well. I have tried everything and the hub is useless now. 

frances
Community Specialist
Community Specialist

Hello JDub,

 

No worries, I am helping everyone on this thread. Thanks for your patience.

 

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: 9-7520000031899.

Thanks 

frances
Community Specialist
Community Specialist

Hello @Sandeepkaur181

 

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: 5-1980000031859. 

Francis have same problem, it has been working fine but now stuck on the G screen, have done factory reset many times,  no change Gen 1 Google Hub give me a case ID please- need replacement 

Eric1
Community Member

Same issue here. Stuck on G letter. What can we do?

Hi, my device is doing the same thing and was only purchased in October 2021. Could you please look into this? Thanks

Just throw it out in the trash. Google will not replace it. Good luck. You can send many emails and nothing will happen. All you will receive are canned robotic email responses. Cut your losses and stay clear of Goole hardware 

Same issue here.  Tried factory reset several times with no luck.

gmuj
Community Member

You can still do a factory reset by holding (and keeping) both volume up and down before powering up the device. However, because of recent updates, after a while the device will freeze and you may need to do that again.

kench362
Community Member

Yeah I've tried that already, along with other suggestions from the Community Specialists like holding just the down volume before powering up as well as restarting the device 10+ times etc... nothing has worked for some us with the older devices.  The hub never enters recovery mode and we are just stuck with the blank screen and G logo.   

gmuj
Community Member

One trick that might work is also to turn off your router before doing this.

gmuj
Community Member

Don't know if you tried it, but did you keep holding the volume up and down at least 10 seconds while the device is powering up?

kench362
Community Member

No difference, goes to blank screen just the same.

frances
Community Specialist
Community Specialist

Hi gmuj,

 

Thanks for your assistance, it is greatly appreciated! Just wanted to check in, are you having any issues with your Google Nest Hub? If so, I would be more than happy to help you as well. Let me know!

TPark
Community Member

I am having the same issue.  Stuck on the grey G screen.  Tried factory reset a bunch of times to no avail

Hi i have this same problem is a stuck on G logo