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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

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1,523 REPLIES 1,523

JillG
Diamond Product Expert
Diamond Product Expert

Hey Tizzle,

 

Are you using the original supplied power adapter that came with your device? Try using a different power outlet in your house and try to reboot.

There is a possible workaround. Not sure if this will work but you can try:

  • Place the device in Recovery Mode (unplug the device then hold down the volume button while plugging device back in. Release the volume button once the device turns back on.)
  • Attempt a factory reset once the device boots into Recovery Mode (hold down both volume up and volume down buttons at the same time.)
  • If the device recovers,  send feedback from the device using the keywords “GHT3 Nest Hub stuck on G logo resolved”.

Keep us updated!

Jill

ILLDILL91
Community Member

I’m also having the same problem, tried recovery mode and factory reset but still just rebooting to a grey screen with a G in the middle. 

frances
Community Specialist
Community Specialist

Hello ILLDILL91,

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 18, 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: 2-2390000031735. Thank you.

I am also having this same issue and just tried the factory reset a few times with no luck…what do you recommend please?

frances
Community Specialist
Community Specialist

Hello @Tanjaahoff

 

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: 8-8340000032159. 

 

Mine is doing the same thing 

Contact google and they will organise a replacement… use online chat

Lawrence
Community Member

Which country are you in. Not all will be replaced. I still waiting patiently for months.

UCorvet
Community Member

USA. I received an email today with a tracking number for the replacement. Fingers crossed. 

Su18
Community Member

Have tried this, chat is always unavailable 

Good luck. Ask for a replacement.

Vithal
Community Member

Where do we chat? Of course, I googled and there is no link for chat. My google home, factory reset did not work. 

Ac49ers
Community Member

Hi,

tried factory reset per recommendation above, still stuck on G after factory reset 

Lawrence
Community Member

Good lick. Ask for a replacement or move to Alexa.

Can someone tell me how this was fixed. Reboot didn't work

Ask for a replacement is rhe only solution.

Kia
Community Member

How do I get help? 

Lawrence
Community Member

Ask for a replacement if you do not want to waste time as there are no solutions. 

sumei28
Community Member

I'm flabbergasted that Google doesn't address this issue...i got mine less than 10 months ago and just left overseas with it... now its the same... gone into catatonic grey screen mode 😞

Mine is doing the same. Tried multiple times resetting.  And nothing. 

Get them to replace if you can. Poor update from google causing this issue.

sumei28
Community Member

for such a huge company making so much $$$$$$... they're grossly irresponsible...tsk tsk

me2:((

I'm getting the same issue. It just started today

Lawrence
Community Member

Why resolutions. See many case IDs but no solutions except replacements. What’s wrong with the update? Who push out such a bad update.

Carr93
Community Member

Hi there,
I'm having the same issue with the screen being stuck on G, even after using the recommended reset options.
I cant find any links or windows to actually contact google to request help. it just keeps looping me back to pages like this.
Do you have any advice to put inb a request for help, or a link or contact info?
Any help would be greatly appreciated.

I updated my hub and moved it to another outlet and it just konked out. Its very frustrating.

Thanks again,
Mike

https://support.google.com/googlenest/gethelp?hl=en

Pick Google Home from 1st drop down and go from there.

How do I contact Google Nest Support?
############

For some reason, they don't let me copy the Google phone number so I am spelling it out.

eight, five,five,four,six,nine,six,three,seven,eight.

Garzo
Community Member

did you manage to get this sorted? I have the same issue and as you say it’s very frustrating 😞

Reedy
Community Member

Yes 🙌 Google sending me a replacement. Mine was bought as a gift a couple of years ago. Contact Google support 

Garzo
Community Member

I also have the same issue, has yours been resolved and if so how did you do it? 

No not at all. These hubs are trash…

kjf80
Community Member

I have same issue. I've tried reset over 10 times and still "G" in the middle of the display with grey background. Please advise or replace a new one! Thanks.

Caitlin1
Community Member

Mine also isn't working, I tried all that was suggested and nothing isn't working.

I am also having the same problem. My Google nest hub gen 1 is stuck on the G logo.  Any ideas ??

16390283645415887449807719700226.jpg

Lawrence
Community Member

Ask for a replacement is the only solution.

Yurii1
Community Member

the same problem....

Me too! How do I get this fixed?

Looks like there isn't a fix at the moment. I have been speaking to the support team on twitter too. I think they pushed a update that bricked a load of the devices