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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 ACCEPTED SOLUTION

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 solution in original post

1,514 REPLIES 1,514

Tizzle
Community Member

Ga00516-gb

united kingdom

frances
Community Specialist
Community Specialist

Hi All,

 

First, thank you JillG for the help! I appreciate it. 

 

Hi Tizzle, thank you for trying some troubleshooting steps. 

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: 7-8437000031519.
 

Meleno10
Community Member

Hello! I am having the same issue on my hub, I am unsure which model it is but I am in the US, language set to English. Mine started after a power outage last night 

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. 

Hodge
Community Member

Contact Google support - I did this morning and they have agreed to replace it  🙂

I’m having the same issue in this post. I’ve tried all of the recommendations to no resolution. Has there been any broad rollout for the fix. Just started happening

Kebr
Community Member

Model H1A BA302AA0JFII

From USA

JillG
Platinum Product Expert
Platinum Product Expert

I'm going to escalate this over to a Community Specialist and see if they can offer any more help.

Thanks for replying and appreciate your troubleshooting efforts.
Jill

Mrs_P
Community Member

I am having the same issue. I am able to factory reset by unplugging, holding down the volume buttons, then plugging power cord back in-but then still stuck on grey “g” screen. 

frances
Community Specialist
Community Specialist

Hi Mrs_P,


Thank you for reaching out and trying out the troubleshooting steps. I appreciate your patience. 

I have also 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: 5-2029000031449.
 

I am able to factory reset by unplugging, holding down the volume buttons, then plugging power cord back in-but then still stuck on grey “g” screen. 

 

I am in South Africa

Same here mate, I'm in the UK.  Looks like all the comments are quite recent.  Could be bad for Google if they have to replace all these bricked devices.  I'm going to raise my own support call and ask for a replacement.

frances
Community Specialist
Community Specialist

Hello @ScottieDog

 

I am glad to hear that you were able to get your issue resolved by getting your device replaced! 

 

If you have any other questions or concerns regarding this issue, please email back support with your Case ID. Just a reminder,  your Case ID is: 2-3794000032098. 

Hello @Jasonthewineguy

 

Thanks for your post.  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: 2-8335000032128. 

frances
Community Specialist
Community Specialist

Hello @Cherail

 

Thank you for reaching out. Thanks for your post.  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: 4-4783000032240.

frances
Community Specialist
Community Specialist

Hello @Mholthaus

 

Thanks for your post.  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: 2-1844000031920.

LMMar24
Community Member

This is also happening to me

JillG
Platinum Product Expert
Platinum Product Expert

Thanks for adding to this thread Mrs_P and your post will be included with the escalation as well.

Tizzle
Community Member

Is there an expected response time for this escalation?

frances
Community Specialist
Community Specialist

Hi Tizzle,

Thanks for your comments. Just wanted to remind you that a case was made for you on September 21, 2021. 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: 9-5727000031847. 

Hello, my google nest hub stopped working for not reason. It got stuck on the start up screen with the “g” logo.

i tried trouble shooting the device, although it lets me do the factory reset, it doesn’t move past the “g” display.  I have less than a year with the product. How can I fix this?

Here the same

amvb
Community Member

I could restart my Nest Hub 1st Gen Mod H1A: unplugged ~10min, plugged in while pressing both volume +/- till end of counter, then it comes up again. Now working again like before.

Muddi
Community Specialist
Community Specialist

Hi Simplyssteph,

Thanks for bringing this up. I know how it feels when you're experiencing an issue on your Google Nest Hub - we'd love to help. A few questions - when did the issue start? Are you using the official power adapter that came with the Nest display? Have you tried plugging the device into a different power outlet?

Please try these steps below that may help us fix the issue:

  1. Place the device in Recovery Mode (unplug the device, then hold down (long press) the volume up and volume down buttons while the customer plugs the device back in. Release the volume button once the device turns back on.)
  2. Attempt a factory reset once the device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

@amvb: I'm glad to know that your device is working now after doing the recovery mode. Also, thanks for sharing the steps that help you fix the issue.

Cheers,

Muddi

Hello.  This issue started approximately in mid December. I already tried the recovery steps/ troubleshooting steps several times and no luck. I also left it plugged in for an entire day to see if anything changed. 
 
I’m using the original/ official power adapter and no damages have occurred to my nest hub.
I also tried connecting the hub at a different outlet and I even took it to work, for a different outlet thinking it was possibly my house.
 
So far, nothing works.

Muddi
Community Specialist
Community Specialist

Hey  Simplyssteph,

We appreciate your efforts. I need to gather some personal details which shouldn't be shared on the public forum. Please fill up this form with all the needed information then let me know once done.

Cheers,

Muddi

I put mine into recovery mode and it still won't reset or get past grey g screen...it always returns to grey g

Muddi
Community Specialist
Community Specialist

Hey Simplyssteph,

 

A quick update - a case has been created. Please note of your case ID 7-8424000032369. Make sure to check your inbox for additional steps. Also, we’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.


Thank you for your patience.

 

Cheers,

Muddi

My Google Nest Hub stopped working few days ago.  I have try to power down and restart by unplugged and re-plugged to different outlets several times.  Each time it power up, the display get stuck on the Grey G screens. 

I then try the reset to factory steps (also several times), it still get stuck on the  Grey G screens. 

 

Please advice what else I can do, beside to use Google Device as paper weight.

 

Thank you

Exactly same issue that I am facing. Google pls help us.

Same problem here. It was the life hub of our house; even tracking and entertainment, but now it’s just a grey brick!  Hopefully a fix comes soon!

Same problem!!

I have add myself to another forum posting by adding a comment to 

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Hub-stuck-on-grey-g-screen-factory-rese...

Which Frances (Community Specialist) posted his comment as solution? 

Which is the steps to resetting device back t factory. 

The problem is that by following the steps, you  end up in endless loop of Initiate Recovery Mode, Counting down 10 to 1 to reset to factory, the device power down and restart, as soon as the device monitor comes on, you release the volume up/down buttons, 1 -2 seconds later you back on Recovery Mode screen that tells you to hold down both Volume up/down buttons to go to reset device back to factory.  On and On...

I saw the COVID-19  message on the Community Post Main page, It said to contact Google via Facebook Message or Twitter.   So I did that on Facebook Message, which I got response, which they ask me to provide the following response to these question

Make sure that you're using the official power adapter which came with it and should be directly plugged into the wall outlet. If so, let us know the following:

1. The country you're in.

2. Do you have the Nest Hub (1st Gen) or Nest Hub (2nd Gen)?

3. When and where was it purchased from?

4. Can you still access its device settings in the Google Home app?

5. Send us a video of your device showing the G logo on its screen.

I reply and provided all these information, which again I was asked to do the following

a. Place the device in Recovery Mode (unplug the device then hold down (long press) the volume up and volume down buttons while the customer plugs the device back in. Release the volume button once the device turns back on.)

b. Attempt a factory reset once device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

So I tell them I am still stuck on the endless loop of Reset to Factory.

The last communication from them is this

"We appreciate your effort, Jim. We'll have it checked with our team — sit tight."  

This has been 4 days and counting.  

At this point I feel they are just stalling and hoping the customer will just give up and move on.  

 

Obviously providing the replace would be the best solution for us and them.  However if they feel that their device is not faulty, then they should provide some type of repair process like sending the device to their repair center or something.  Instead of playing this game with their customers.

Muddi
Community Specialist
Community Specialist

Hey folks,

Thanks for these details. We know how challenging it can be not to have a working device when needed. Rest assured that our team is aware of this and is already looking into it.

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

Cheers,

Muddi

RzA
Community Member

Hi! My Google home hub is frozen on a grey G startup screen. I cant reboot or factory reset. Please help!!

Muddi
Community Specialist
Community Specialist

Hey RzA,

 

Thanks for posting and apologize for the late response.

 

We know how challenging it can be to not have a working device when needed. Rest assured that our team is aware of this and is already looking into it. We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed

 

Cheers,

Muddi

Jake
Community Specialist
Community Specialist

Hey there,

Thanks for visiting the Community.

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh. We hope you were able to get the help you need, but if the issue persists feel free to create a new thread, and provide as many details as possible so that others can lend a hand.

Best regards,
Jake

My nest hub is showing a G logo with a grey background. I have already factory reset it several times along with unplugging it. Is there some other step I should be taking or do I need a replacement?

Hi, just got the same problem with the Google Nest hub (1st version) of my daughter. Already tried the factory rebooting option but it's not helping 🙁

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for these details. We know how challenging it can be not to have a working device when needed. Rest assured that our team is aware of this and is already looking into it. I'd like to gather some details — when did this start? Are you using the official power adapter that came with the Nest display? Also, have you tried plugging the device into a different power outlet?

 

Please try these steps below that may help us fix the issue:

  1. Place the device in Recovery Mode (unplug the device, then hold down (long press) the volume up and volume down buttons while you plug the device back in. Release the volume button once the device turns back on.)
  2. Attempt a factory reset once the device boots into Recovery Mode (hold down (long press) both volume up and volume down buttons at the same time.)

Let us know how it goes.

 

Cheers,

Muddi