startup screen error

[Nk_]

hi all

some assistance please if you may .

my nest hub has been stuck on the startup screen for quite some time now , ive tried the hard factory reset and even leaving it off unplugged for a while but im still getting the same screen 

[Muddi]

Hey Nk_,

Thanks for sharing the details about the issue — we appreciate your efforts. 

I know how challenging it can be not to have a working device when needed. A few questions - is it a Google Nest Hub 1st or 2nd gen? Do you have the official power adapter that came with the Nest display? Is it stuck on a G Logo? 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:

1. Put the device in Recovery Mode (Unplug the device, then perform a long press on the volume up and volume down buttons while the customer plugs the device back in. Once the device turns back on, release the volume buttons.)
2. Once the device boots into Recovery Mode (a long press on both volume up and volume down buttons at the same time), attempt a factory reset.

Let us know how it goes.

Cheers,

Muddi

[Nk_]

Thank you for your response I really appreciate it . 
It’s currently stuck on the G logo screen . Thing is I had been out of power for overnight but before that I didn’t have a working wifi network for some time . So in the morning when the power came back on and the screen restarted it would stop at just showcasing the G logo . I’ve tried the factory reset and it shows me the countdown doing the reboot/restart but when it comes back on it gets stuck on the G logo with the background in grey .

I’d like to note too that it’s a parallel  import. It came with all the original parts only with an additional power adapter for our South African plug in points/sockets 

[Muddi]

Hey Nk_,

Thanks for coming back to us. Appreciate all that information you've sent. To confirm, are you located in South Africa now?

I'll wait to your response.

Cheers,

Muddi

[Muddi]

Hey Nk_,

Just wanted to follow up on this. Let us know if you still need help, and we're glad to assist you further.

Cheers,

Muddi

[Muddi]

Hey Nk_,

I haven’t heard back, so I’ll be locking the thread in 24 hours. Thanks for posting! 

Cheers,

Muddi

[Muddi]

Hey Nk_,

I'll be locking this thread now since I'm not getting a response. Feel free to open a new one if you happen to encounter some issues or if you have more questions in the future. 
 

Cheers,

Muddi

[Muddi]

Hey Nk_,

Just wanted to check if the troubleshooting steps shared helped? Let us know by updating this thread, and the community will be glad to assist you.

Cheers,

Muddi