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:
Put your device to recovery mode:
If the above steps don't work, please reach out to us to get immediate support on this link: https://bit.ly/3adTfGB
First, thank you JillG for the help! I appreciate it.
Hi Tizzle, thank you for trying some troubleshooting steps.
Thank you for reaching out and trying out the troubleshooting steps. I appreciate your patience.
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?
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:
@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.
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.
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.
I have add myself to another forum posting by adding a comment to
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.
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.
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
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.
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:
Let us know how it goes.