Not progressing after displaying Nest Hub 2G

[JEANGHUNKIM]

안녕하세요, 저는 구글 네스트 허브 2를 구매하여 사용해본 사용자입니다.
갑자기 허브 2 화면에 알파벳 G만 나타나고 다음 화면으로 넘어가지 않습니다.
인터넷에서 증상을 검색하고 공장 초기화를 했지만 같은 화면만 반복됩니다.
제품을 켰을 때 Google Home을 설치하라는 소리가 들리는데 화면이 보이지 않아 QR 코드를 사용할 수 없습니다.
8자리 코드를 입력하려고 하는데 다시 화면이 나오지 않습니다.
정상적인 화면을 얻으려면 어떤 조치를 취해야 합니까?

[David_K]

Are you using the original power supply and adapter that came with your device? Try these steps:

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.

[JEANGHUNKIM]

It still only shows g on the screen. NestHub tells me to put in the code when I try to access it using the Google Home app, but I don't see anything on the screen.

If I try to get Wi-Fi just in case, Nest Hub will be searched, but I don't know the password. Please tell me how to solve it. I'm so frustrated

[sicsacol · Accepted solution]

Hi @JEANGHUNKIM,

Thanks for reaching out. Sorry to hear your Google Nest Hub 2nd Gen is frozen on the Google logo. I understand it can be frustrating when your device isn't working as expected. Let's work together to get this fixed. To help me with that I have some questions:

• When was this issue (stuck on the "G" logo) first noticed?
• Was the device already in this state when you first discovered it?
• If not, were you 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 the issue?
• What are the troubleshooting steps you've already tried?

An incorrectly performed Factory Data Reset (FDR) can cause the Nest Hub to become stuck on the "G" logo during startup.  This happens when the volume buttons are held down while plugging in the power cord.  In this scenario, the device enters recovery mode but becomes unresponsive and fails to complete the boot process. You can follow the next information:

• Verify you are using the original power adapter that came with the device.
• Try connecting the device to a different power outlet.
• Perform a Factory Data Reset using the correct method

@David_K, thanks for your help on this case, I really appreciate it 

Please let me know the answers to these questions, and I'll be happy to help you further.
 

Cheers,

Jonathan 

[JEANGHUNKIM]

1. When was this issue (stuck on the "G" logo) first noticed?

A: It wasn't like that from the beginning. I bought it in February and used it well until June, and all of a sudden this problem occurred

2.Was the device already in this state when you first discovered it? If not, were you interacting with the device when it happened?

A: At first, when I gave a verbal command to Nest Hub, just simply didn't get the screen, but It answered YouTube music playback and the weather with Nest Hub speakers.

1. If so, what were you trying to do?

A: searched the Internet and pressed the up and down buttons to enter the recovery mode, but only the G mark appears on the screen as it is now

1. Did you unplug the device or was there a power outage shortly before you discovered the issue?

A: no

1. What are the troubleshooting steps you've already tried?

A: To enter the recovery mode, press the volume button, wait for 10 seconds, turn it off, and turn it on, and turn it on somewhere else.

I checked the setting code and entered it, but it was not connected to the Google Home app. When searching for Wi-Fi, the WiFi of NEST HUB is searched, is there a password to connect it?

1. Perform a Factory Data Reset using the correct method.

A:Actually, after waiting for 10 seconds, I am told to turn it off and turn it on by pressing the up and down buttons, do I have to measure 10 seconds exactly with the clock? I hope you can explain it in more detail. Why can't I go into recovery mode? It hasn't been long since I bought it, and of course, it's genuine. I hope this problem will be solved soon. If I buy a new one, I think the same problem will happen again, so I can't do that

[sicsacol]

Hi @JEANGHUNKIM,

Thanks for your reply. 

To perform a factory reset successfully, it's essential to press and hold the buttons for precisely ten seconds. This means carefully keeping track of the time during the process.

I understand the article might seem straightforward, but thank you for confirming that you followed the instructions.

To understand the issue better, my team would like to gather some additional information. When you get a chance, please fill out this form. Let me know when you’re finished. We’ll have someone reach out to you via email from there.

Best Regards,

Jonathan 

[sicsacol]

Hi @JEANGHUNKIM,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.
 

Cheers,

Jonathan