Nest hub not booting

[K1ng]

Hi everyone,

I'm having a problem with my nest hub (1st gen). For some time I have tried booting the nest hub which didn't work and also factory reset the thing. Now once plugged in it seems it is stuck at the boot screen with the G logo. Any advice or solutions are more than welcome.

Thanks!

[Azarco]

Hey K1ng,

Thanks for reaching out. I know how it feels when something isn’t working the way it should — let's see what's going on.

I'd like to gather some details: 

1. Have you tried plugging the device to a different power outlet? 
2. Are you using the original power adapter for your Google Nest Hub?
3. When was this issue (stuck on gray G logo) first noticed? 
4. Was the device already in this state when you first discovered it? 
5. If not, were you in the middle of interacting with the device when it happened? 
6. If so, what were you trying to do? 
7. Did you unplug the device or was there a power outage shortly before you discovered this issue?

Give these steps a try: 

• 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.
• Repeat the first step, 10 more times. 
• 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.

Best,

Alex

[Azarco]

Hey K1ng,

Checking back in to see if the troubleshooting steps shared help. Let us know by updating this thread, and the community will be happy to lend a hand.

Thanks,

Alex

[K1ng]

Hey Alex,

Thank you for your reply. Sorry for my late response

1. Have you tried plugging the device to a different power outlet? - Yes but did still encounter the same problem 
2. Are you using the original power adapter for your Google Nest Hub?  - Yes
3. When was this issue (stuck on gray G logo) first noticed? - Previously the nest did seem to have problems with booting it did boot and ended up showing my photo's after a few minutes and got stuck. This was about three months ago and now I have the issue above. 
4. Was the device already in this state when you first discovered it? - No, when the device was new it worked perfectly
5. If not, were you in the middle of interacting with the device when it happened? - No just regular news.
6. If so, what were you trying to do? - Not applicable
7. Did you unplug the device or was there a power outage shortly before you discovered this issue? - No

Give these steps a try: 

• 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.
• Repeat the first step, 10 more times. 
• 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.

I tried this without pressing both buttons but did not encounter the screen welcome to google home, after pressing both button after trying step 1 and 2 about 15 times. After these steps I tried resetting to factory settings again but got to the same logo again

[K1ng]

Picture of the screen I get

[Azarco]

Hello K1ng,

Thanks for the additional information and for the photo. We'd like to check this with our team, when and where did you purchase your device? Also, could you fill out this form and let us know once you're done?

Cheers,

Alex

[Azarco]

Hi K1ng,

Checking back in — have you had the chance to fill out the form? 

Best,

Alex

[K1ng]

Hi Alex,

I just filled in the form. A friend of mine got me the Google Nest hub from a local Albert Heijn (Supermarket) in the Netherlands. It was in January 2020.

Kind regards,

Ton

[Azarco]

Hey K1ng,

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Kind regards,

Alex

[K1ng]

Hi Alex,

Thanks for all your help and assistance.

Best,

Ton

[Azarco]

Hey K1ng,

You're welcome! Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Cheers,

Alex

[Princesss]

Hey K1ng,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Best,

Princess