Trouble with Google Nest Hub

[IsabellePy]

When I plug in my google nest hub, in very dim light I can see a G on the screen, but then nothing changes. Already tried unplugging it for some time and re plugging it. I tried holding down for 10 seconds on the volume buttons to reset the device and see if that would change anything but nothing is changing. I tried going into the app but it says the device is not available. Is it broken? Is there a way to fix it?

[BrianKDew]

Hi, Isabelle!

I recently had a similar issue with my Google Nest Audio speaker (a different Google product). Now I’m having the same issue that you are with one of my Google Nest Hubs, and I’m trying to figure out what the root cause of the problem is.

From the research I’ve done, it appears that Google is trying to put the blame on the user’s network or internet service provider, but I don’t think that’s the case.

I’m wondering if, by chance, your Google Nest Hub was unplugged (or otherwise without power) for some relatively extended period of time—like a couple of days, or weeks, or months—before you plugged it back in and started to have the problem you reported.

If you could let me know, or provide me any additional information about anything “out of the ordinary” with your usage of the device that may have happened between the last time your Google Nest Hub worked and when you started having this problem, I’ll see if I can figure out how to get it working again.

Hope I can help!

Regards,

Brian

[moralesvicente]

Hello IsabellePy, 

Thanks for reaching out to the Google Community Forum. I’m sorry to hear that your Nest Hub's display isn't functioning as expected. No worries; I'll do my best to help you. 

It's good to hear from you that you've already taken action on the matter. So please answer the following questions to help me assist you more efficiently.

• What generation of Google Nest Hub are you using? Is it first or second generation? 
• When did the trouble first occur? 
• Could you share a display picture of your device? 

Please feel free to share any additional details you think might be relevant.

Best regards,

Daniel

[BrianKDew]

Hi, Daniel.

Please use the link below to watch (and listen to) the video that I created and sent to Google Support regarding this same issue.

Google Support Inquiry Case No. 7-2244000037294 

From all the research I’ve done, the problem seems to present in the same way for either a Gen 1 or Gen 2 Google Nest Hub (mine is a Gen 1). The only difference seems to be the steps the user has to take to get to the Recovery Mode screen to attempt to perform a Factory Reset.

My support inquiry case was escalated to Senior Technical Support two days ago, but I haven’t heard anything from them since their initial email. (Even though I’ve emailed them three times since then to verify that they are receiving my emails. 🙄)

I’m not hopeful since the first thing the Senior Technician asked me to do was to send him the error log for my Google Nest Hub using the Feedback option on the device tile in the Google Home app—which I had to explain to him doesn’t exist since the device isn’t visible to the app—because it won’t boot up properly (i.e., factory reset).

I’ll continue to receive updates from Isabelle’s community request. Please let me know if you can view the video I created, or if you have any questions for me that may help.

Thank you for taking the time to look into this matter. I hope the information I’ve provided will help lead to a resolution.

 Best regards,

Brian

[virnab]

Hi BrianKDew,

Thank you for providing this valuable information. It will greatly assist us in following up on your case. The attached video clearly demonstrates the issue you're experiencing with your Google Nest Hub Gen 1.

We apologize for any inconvenience caused by the difficult situation with your Google Nest Hub Gen 1. Please be assured that our dedicated Senior Support team is already working on your case and will be in touch with you shortly.

If you require further assistance, please don't hesitate to contact us at any time.

Sincerely,

Virna

[BrianKDew]

Hi, Virna.

I just sent an email to Nic from Senior Technical Support on the Google Nest Customer Care Team to see if he has made any progress on my current Google Support Inquiry.

Since your previous post in this thread indicates that you seem to know something about it, I figured I’d see if you can provide me with any information from your end.

Please let me know.

Thank you,

Brian

[virnab]

Hi BrianKDew, 

Thank you for your patience. I apologize that you haven't received an update on your case.

Please be aware of your email; one of our agents will contact you as soon as possible to provide a follow-up.

Best regards,

Virna