Nest Hub stuck at G logo, factory reset doesn’t help

[DorraJ]

Nest Hub stuck at G logo, factory reset doesn’t help.

[David_K]

Are you using the original power supply and adapter that came with your device?

You mentioned trying a factory reset. Have you tried putting your device into recovery mode?

For Google Nest Hub (1st gen)

1. Unplug your device then hold down the volume button while plugging it back in.
2. Release the volume button once the device turns back on.
3. Once the device boots into recovery mode, factory reset the device (hold down both the volume up and volume down buttons at the same time).

For Google Nest Hub (2nd gen) and Google Nest Hub Max

1. At the back of the display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with the G logo shows up.
2. Repeat step one 10 more times (for a complete total of 11 times).
3. After plugging the power cord back in for the 11th time, wait a few moments for the device to reset.
4. It should announce “Welcome to Google Home” to let you know it’s ready to set up.

[DorraJ]

It’s a 1st gen, after the 10 sec countdown to reset, it goes black and the G logo appears and we’re back at square one.

Not sure if that counts as recovery?

[DorraJ]

Oh and yes, it’s the original power supply. 

[Muddi]

Hello DorraJ,

Chiming in, thanks to @David_K for helping here. Could you tell us when and where you purchased your device? Also, please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[DorraJ]

Thanks, I’ve filled out the form.

Device was purchased in Sep 2019 from one of the big electronic stores in Singapore.

[David_K]

Sounds as though it didn't quite like that either! I've asked a specialist to review this topic and advise on next steps.

[Muddi]

Hey DorraJ,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel. Also, please answer the following questions below so we can further check what's going on with your device.
 

• When did you first notice the (stuck on “G” logo) issue?
• Was the device already in this state when you first discovered it?
• If not, was the device in use when it happened?
  If so, what were you trying to do?
• Did you unplug the device before you noticed the issue?
• Was there a power outage shortly before you discovered the issue?

Cheers,

Muddi

[DorraJ]

Thanks, yet to receive the email, will be looking out for it.

The issue occurred around end Apr 2023.

It was working fine prior to that, suspect it might have been caused by a automated firmware update?

Reasoning is that it is always plugged in and powered on, and there was no power maintenance or outages.

[Muddi]

Hi there,

Thanks for the added information. We'd suggest keeping track of your inbox as our team will be emailing you soon for more details. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Muddi