Nest Hub Stuck on Grey G Screen

[Mirrt]

Good morning, I am hoping someone has figured out a way to recover a Nest Hub that is stuck on the Grey G. We have had the hub for over 2 years, and it just randomly did it one day. We have tried everything. Unplugging and plugging back in 10 times, factory reset, recovery nice, changing outlets, and nothing works.

My Wife and I have reached out to Google Support, but the response has been infuriating. They acknowledged it was a known problem but then informed us that it was out of warranty so they won't do anything. Any attempt to escalate up the chain was responded to with a response that can basically be described as " that's the way it is." I get not replacing it out of warranty but can't they offer some way to repair it? Again, I get how warranties work, so I would be willing to pay for the repair, but they simply told us to bad. So Google gets to brick my machine, most likely through a firmware or software update, and then tell me the solution is to buy another one? That's frustrating.

So I am asking the community, has anyone had any good luck in finding a way to fix this? Thank you

[David_K]

It sounds like you've already tried these steps, but be sure to follow the steps for your exact model. 

Nest Hub (1st gen)

1. Plug in the device to a different power source then reboot the device (unplug the power cord, leave it unplugged for 1 minute, then plug the power cord back in).
2. If the issue persists, put the device in recovery mode with these steps:
• Unplug the power cord.
• Hold down the volume buttons and plug in the power cord at the same time.
• Wait for the device to turn on.
• Release the volume buttons.
3. Once the device is in recovery mode, on the back of the device, press and hold both volume buttons together for about 10 seconds.

Nest Hub (2nd gen)

1. Try plugging in the device to a different power source.
2. Attempt a factory data reset. On the back of the device, press and hold both volume buttons together for 10 seconds.

Nest Hub Max

1. Try plugging in the device to a different power source.
2. Attempt a factory data reset. On the back of the device, press and hold both volume buttons together for about 10 seconds.
3. If the issue persists, put the device in recovery mode with these steps:
• Unplug the power cord.
• Hold down the volume buttons and plug in the power cord at the same time.
• Wait for the device to turn on.
• Release the volume buttons.
4. Once the device is in recovery mode, press and hold both volume buttons for 10 seconds.

Moderator edit: The steps above have been updated. Please always visit our Help Center for the most up-to-date information. 

[Mirrt]

Thank you for the steps. I have already tried then but decided to try again just to make sure. It is still stuck on the Grey G.

[Muddi]

Hello Mirrt,

Checking in — I hope the steps provided by davidking have helped you fix the issue. Let me know if you have further questions or concerns.

Cheers,

Muddi

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,

Dan

[Dan_A]

Hello again,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.
 

Cheers,

Dan

[Mirrt]

Apologies, was out of town. I am still having the same issue and the steps did not help

[Mirrt]

They did not help

[Mirrt]

Are there any other options I can try. I am sitting on a fairly expensive paperweight and I seem to have no repair options available. 

[Muddi]

Hi Mirrt,

Since all troubleshooting steps have been exhausted, the next best step is to replace it. However, as much as we'd love to replace your device, it's no longer within our Limited Warranty. We know this is not the best answer that you're looking for, but let us know if you still have other questions otherwise, I'll be locking this after 24 hours.

Cheers,

Muddi

[Mirrt]

So these devices have a known issue that bricks them during updates and we are not even offered a way to pay for a repair? The only solution is to buy a new one?

[Muddi]

Hey Mirrt,

I know that this is not the best resolution that you are expecting. I'll raise this to the team. Please fill out this form with all the needed information and let me know once done.

Cheers,

Muddi

[Mirrt]

The form is filled out. Thank you

[Princesss]

Hi Mirrt, 

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Kimy]

Hello Mirrt,

Our specialist has already sent you an email. Kindly continue through that channel. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Kimy