Stuck on G screen

[Anthonyalzate]

Nest Hub has been stuck on G Screen all day.. tried factory reset and nothing. Unplugged for long and short periods, still nothing...

Any help please?

[Muddi]

Hey Anthonyalzate,

Thanks for reaching out, and apologize for the late response.

I understand how it feels when your device is not working. This is related to a similar trending issue on this link. Rest assured that our team is aware of this and is already looking into it. I'd like to gather some details:

• Have you tried plugging the device to a different power outlet?
• When was this issue (stuck on gray G logo) first noticed?
• Was the device already in this state when you first discovered it?
• If no, were you in the middle of 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 this issue?

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

Let me know how it goes.

Cheers,

Muddi

[Azarco]

Hey Anthonyalzate,

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.

Best,

Alex

[SStra]

Same issue for me. I've tried all the recommended actions above. Nothing has worked. Was working just fine until the Hub Max initiated a reboot. 

[Azarco]

Hey SStra,

Thanks for trying the steps above. Could you provide us the cast firmware versions of your Nest  display.

To check the firmware version on the Nest display, ask the customer to:

1. Swipe up from the bottom of the display screen.
2. Tap Settings > About device. The device's Software version and Cast firmware version should appear.
3. Scroll to the bottom. If there's a Fuchsia version indicator, this means that the device runs Fuchsia.
4. Once done, fill out this form.

Let us know once done.

Best,

Alex

[Princesss]

Hey SStra,

We've recieved your form-- thanks for filling that out. Please keep an eye for an email as someone from our team will reach out to you via email to assist you further with this.

Best,

Princess

[Jake]

Hey SStra,

I wanted to check in, and see if you had any questions from here. Please let me know, as I will be locking the thread in 24 hours.

Best regards,

Jake