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Nest Hub Gray screen

Vendrusculo
Community Member

Hey my problem is the same of the other user... My Google Nest is fully functional but it's showing only a gray screen, only volume indicator is visible when volume is changed...

 

I already tried, hard reset, 10 times reset trick and nothing solved the problem... Any tip? 

15 REPLIES 15

Azarco
Community Specialist
Community Specialist

Hey Vendrusculo,

 

I understand how it feels when your device is not working. 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?

Are you able to try the recovery mode on your devices? If not, please follow the steps below:

 

  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.)

Looking forward to your response.

 

Thanks,

Alex

 

  • Have you tried plugging the device to a different power outlet? Yes
  • When was this issue (stuck on gray G logo) first noticed? It's not stuck on G, it's fully operational but with gray screen, before (30-may) go to bed it was perfectly fine and in the morning(31-may) it was "gray"
  • Was the device already in this state when you first discovered it? Yes
  • If no, were you in the middle of interacting with the device when it happened? If so, what were you trying to do? N/A
  • Did you unplug the device or was there a power outage shortly before you discovered this issue? I don't know if there was a power outage during the night

Are you able to try the recovery mode on your devices? Yes more than once

Azarco
Community Specialist
Community Specialist

Hey Vendrusculo,

 

Yikes! We'd like to take a deeper look into this — could you fill out this form and let me know once you're done?

 

Thanks,

Alex

unable to fill out 😞

On Submit I got this error: "Refresh this page and try again. Sorry, there was a problem with the form."

Azarco
Community Specialist
Community Specialist

Hey Vendrusculo,

 

Thanks for letting us know. I'll be checking this with our team and I'll let you know once we have an update. We appreciate your patience.

 

Thanks,

Alex

W8ing

Azarco
Community Specialist
Community Specialist

Hey Vendrusculo,

 

Thanks for waiting. Could you please try filling out the form again? If you can't still open it, try using a different phone or a different browser.

 

Best,

Alex

no luck... Tried on Chrome, Edge, Firefox(iPhone), Chrome(Incognito)...

Azarco
Community Specialist
Community Specialist

Hi Vendrusculo,

 

Thanks for letting us know and we appreciate your time. I'll forward your feedback to our team to check why the form is still not working. I'll update you as soon as I can once we hear from them.

 

Kind regards,

Alex

Azarco
Community Specialist
Community Specialist

Hey Vendrusculo,

 

A quick follow-up, could you try filling out the form again? 

 

Best,

Alex

Azarco
Community Specialist
Community Specialist

Hey Vendrusculo,

 

I haven't heard from you in a while, did you fill out the form?

 

Kind regards,

Alex

the same error yet

Azarco
Community Specialist
Community Specialist

Hey Vendrusculo,

 

Thanks for letting us know and we appreciate your patience. 

 

I sent you an email, please reply back to it so that our team can assist you further. Also, we will continue our conversation there.

 

Best,

Alex

Azarco
Community Specialist
Community Specialist

Hey Vendrusculo,

 

We sent you an email, did you receive it? Let us know so that our team can follow-up on this.

 

Thanks,

Alex

Azarco
Community Specialist
Community Specialist

Hey Vendrusculo,

 

I saw that you're now being assisted by one of our senior specialists. I’ll go ahead and lock this thread in 24 hours. If you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.


Best,

Alex