Nest Hub 1st generation stuck at grey G screen after software update

[theresam]

I have an elderly friend whose Nest Hub has stopped working. It did an automatic software update and got stuck at the grey G screen. I've tried factory resetting it, unplugging/plugging it back in several times, tried a different outlet, and nothing works. Occasionally, if I hold down the volume up/down buttons while restarting it, I'll get the screen that allows me to factory reset it, but once it resets and restarts, it goes back to the grey G screen. Has anyone figured out this problem?  It seems awful that an automatic update has rendered this thing useless. 

Thanks for any help!

-Theresa

[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.

[theresam]

Hi David,

Thank you for these suggestions.  It is a 1st generation nest hub. We are using the original power supply and adapter that came with the device. I have tried a different power source and have tried the reboot and factory reset as you have described multiple times, and have tried again just this morning. While occasionally holding down the volume buttons gets us past the grey G screen and into recovery mode, upon reboot it goes back to the grey G screen and no further.  

Do you know if Google is offering any kind of solution to this problem that they created?

[David_K]

Appreciate you trying those steps. I've asked a specialist to review this topic and advise on next steps. Just so you know, it may take a short while for them to do that.

[theresam]

Thank you for your help, I appreciate it!

[Juni]

Hi folks,

Thanks for the help here, David_K.

Theresam, Thanks for posting and for being a step ahead of us. I know how it feels when something isn’t working as it should. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this Contact Us form with all the needed information, then let me know once done.

Regards,

Juni

[theresam]

Hi Juni,

Thanks for your response, and for sending the form. I have just filled out the form and submitted it. 

[Juni]

Hi theresam,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please check your inbox, as they may reach out to you via email anytime soon. 
 

Thanks,

Juni

[Melanco]

Dude I’ve seen your replies all over these forums and I have no idea how you’re still hired by google to shill for them. You are not helpful. Not clue why you’re still employed. It’s frustrating to see your answers with no actual solutions. 

[theresam]

I'm still waiting patiently (sort of) for a fix.  I did fill out and submit the form that Juni asked me to fill out.  Since then, I have been emailing back and forth with Edward from "The Google Nest Customer Care Team".  Per their request, I sent photos to confirm serial number and model, to which they simply wrote back "Based on the serial number you sent, your device is no longer within warranty."  I already suspected it was out of warranty, but that was never my point.  This, as I think everyone here agrees, is a problem that Google created with no regard to what it might do to some (many) of their devices out there. No one experiencing this problem asked for the update, it just happened automatically. If it had been prefaced with "this update is at your own risk and may result in your device becoming a brick" then I think 9 out of 10 people would have opted out of this and would still have a functioning device.

I wrote back to Edward:  "I understand it's not in warranty, but it makes NO sense that Google is doing NOTHING to remedy this problem that Google initiated.  The device did not ask if we wanted to perform the update, it just did it on its own, and has now rendered it useless.  Why isn't Google putting out a patch or other software fix to remedy this??  Come on Google, you can afford to do this for your customers. "

Edward's response was that a fix was being rolled out and to keep the device plugged in.  My question is, how does keeping it plugged in help?  Many people with this problem have attempted factory resets in hopes of fixing this problem, which would erase any wifi settings, thus making the device be NOT online. So, when the fix is rolled out, how will it get uploaded to the device?  I've asked Edward this question and the response was simply, "keep it plugged in" and when I repeated the question, and asked if there was anything else we could do since it's likely the patch/fix would not automatically upload to the device, the response was "As of the moment a fix is being rolled out, please keep your device plugged in for the meantime. " This went around and around a few times until he finally added, "That is the only advice from our developers."

So, the saga goes on.  Anyone else have any better luck or advice from Google?