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Hub stuck on grey ‘g’ screen, factory reset not helped

Tizzle
Community Member

Hub stuck on g screen factory reset brings it back to g screen. Power off overnight, no change. 

1 Recommended Answer

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for sharing all the details about the issue. 

 

We understand this issue has been happening for quite some time now, but rest assured that our team is aware of this and looking into this issue at hand. Please try to plug in the device to a different power outlet, then attempt a reset.

 

If unresolved, perform the workaround below:

 

  1. At the back of the Nest display, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up
  2. Repeat the first step, 10 more times.
  3. After the customer plugs the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

Put your device to recovery mode:

 

  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.

 

If the above steps don't work, please reach out to us to get immediate support on this link: https://bit.ly/3adTfGB

 

Cheers,

Muddi

View Recommended Answer in original post

1,516 REPLIES 1,516

Ashreeta
Community Member

Hi I’m having the same issues and it’s actually really difficult to get in contact with customer support to resolve this issue. 

  • Hallo, i have the same issue on my google can you assist?

We too are having this problem stuck on the white G....whats is the solution? 

From what I can tell, the only solutions are:

#1. Go through a million hoops with Google and have them send you a new Home Hub.
#2. Go buy a new one, or
#3. Trash their ecosystem and move on to another. 

It appears Google believes the second option will be the most common - hence, they don't appear to care about satisfying customers with this issue.

Just my assessment after trying to work with them to solve my problem.  Having said that, I am coming closer every day to choosing option #3.

Hi - Was there any resolution to this. Mine only last night has gone to the infamous G Screen. 

I’ve followed the resetting advice and different power outlets and nothing seems to have worked. I too have the Gen 1 Google Hub. Which I purchased directly from Google almost 2yrs ago. 

Nick3
Community Member

contact google and they will organise a replacement.. use online chat.. didn’t take long

Jonnycage
Community Member

can you supply the link to google chat. I can’t seem to get to that screen.

Lawrence
Community Member

Not for everyone. Why are they not attending to all these cases. It is the same problem.

Funny mine just happened last night also. I’ve had it for years and was fine until last night. Is this a conspiracy?  Lol

Buy a new hub. Hopefully not Google just in case another poor update.

I’m having the same issue as well

same issue here ...i hope this gets fixed soon

 

I’m having the same issue -and can not get contact google as it keeps sending me to community pages and forums. 😞

I’m having the same issue! 

CommunityG
Community Member

Have the same problem, hub is stuck on the 'G' screen and factory reset/recovery mode is not working. Kindly get back to me as soon as possible

frances
Community Specialist
Community Specialist

Hi CommunityG,

I appreciate you taking the time to try and troubleshoot your device. I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 0-9722000031703. 

 

Having the same problem with screen frozen on G 

Gurtej
Community Member

my screen is also stuck at g( grey screen) i did rebooting and recovering but still nothing happens, please help me out

Same problem as above. Have tried factory reset & recovery mode. Problem just started earlier tonight 12/15/21

 

You need to contact Google on the online chat.  Has taken about an hour but they are sending a replacement hub out 

Done that over several days and "The team is looking into it."  Last was too come here and fill out a form.

 

Hi there,

 

did you get a solution or are you getting a new unit?

Hello I can't log a Cass cos I'm in South Africa and have the same problem with my Google display,  factory reset did not work 

Leo
Community Member

Hi. I contacted Google support and they didn't want to replace mine because I am from SA as well. 

Figured the device was just old so I bought a new one. But seems we all had the same problem around the same time frame

Wadams
Community Member

Hi there did you come right with google? As the units are sold here locally 

frances
Community Specialist
Community Specialist

Hello @KAYT04 and @Leo

 

Thanks for reaching out. I am sorry to hear that the support team was unable to resolve your issue.

 

The support team are the only people who can make decisions on cases and have a more in-depth view of this issue. 

 

For future reference the Google Nest Hub (2nd gen.) is only supported in:

  • Australia, Austria, Belgium, Canada, Denmark, France, Germany, Ireland, Italy Japan, Netherlands, New Zealand, Norway, Singapore, South Korea, Spain, Sweden, Switzerland, Taiwan, United Kingdom, United States (except for Puerto Rico)

Please let me know if you have any other questions or concerns. If you have any other questions regarding this issue or your case, please contact the support team. Thank you!

Aminrick
Community Member

Mine doing this same thing. How do I open a case? 

Thanks 

edbert
Community Member

try to factory reset your device and unplug it after the reset is complete. Wait a few minutes before plugging it back in. 

Azielman
Community Member

Mine just started doing this today, factory reset didn't help. Left it unplugged for 10 minutes but it's still stuck on the G screen

Dzd
Community Member

Have the same problem, hub is stuck on the 'G' screen and factory reset/recovery mode is not working. Kindly get back to me as soon as possible

CommunityG
Community Member

Have the same problem, hub is stuck on the G screen and factory reset/recovery mode is not working. Kindly get back to me as soon as possible

frances
Community Specialist
Community Specialist

Hi CommunityG,

 

Please refer to my original post to your first comment. Thank you.

Please start a case for me too. I have tried all recovery step too.

I've tried the recovery mode more than 20 times with no luck.

Not sure what to do as my nest hub is over 1.5 year old.

Hello @frank_fernandes

 

Thanks for your message. I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 5-8400000031492. 

Robbiei
Community Member

I am having the same problem 

 

can you post a reply of how to fix it on this thread

I am encountering the same too. It was still working fine the day before. Tried reset/recovery step mentioned and is still the same.

frances
Community Specialist
Community Specialist

Hello alvinyongzx,

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 28, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 6-5500000031566. Thank you.

 

Eoinb
Community Member

Hi, 

I have the same issue. Tried Factory Reset  / Recovery Mode multiple times. The issue remains. Can you assist please?

 

Thanks