Nest mini not factory resetting

[hi_im_kaela]

My nest mini got stuck on the G grey screen so I tried to factory reset it. Well it’s stuck on a white screen now. I’ve tried holing the volume button down again and it doesn’t do anything. I’ve tried unplugging it and restarting the process and that doesn’t work.

[Muddi]

Hi hi_im_kaela,

Thanks for dropping by on the Google Nest Community Forum.

We're sorry to hear that you're having issue on your Google Nest Hub. Rest assured that our team is aware of this and is already looking into it. I'd like to gather some details — when did the this start? Are you using the official power adapter that came with the Nest display? Also, have you tried plugging the device to a different power outlet?

Please try these steps below that may help us fix the issue.

1. Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while you plugs the device back in. Release the volume button once the device turns back on.)
2. Attempt a factory reset once device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

Let us know how it goes.

Cheers,

Muddi

[hi_im_kaela]

Hi! I am using the official adapter that came with the device and I tried switching outlets but its still doing the same thing. It started doing this like a day or 2 before I posted the question. 

[Muddi]

Hey hi_im_kaela,

We appreciate your efforts. We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

Cheers,

Muddi

[Muddi]

Hey hi_im_kaela,

A case has been created for your concern. Please check your inbox and reply on my email. Here's the case ID  for your reference: 9-9078000032223.

Cheers,

Muddi

[Muddi]

Hey hi_im_kaela,

I sent you another email on the case ID that I've provided. Please reply with all the information that we need so we can check if your device is eligible for replacement. Also, I'll go ahead and lock this thread now, and let's continue through that channel.

Regards,

Muddi