topic Re: Nest Hub black screen unresponsive in Speakers and Displays

Nest Hub black screen unresponsive

Rdianco — Wed, 01 Sep 2021 17:46:04 GMT

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Original poster:Christopher Torres 7084

My Nest Hub keeps going to a black screen after rebooting it. I unplug and re-plug it in, and have factory rebooted twice but it just keeps happening. I've had it for over a year and this has only just started about a week ago.

Re: Nest Hub black screen unresponsive

Rdianco — Wed, 01 Sep 2021 17:46:50 GMT

Hi Christopher Torres 7084,

Thanks for reaching out. I am sorry to hear that your Google Nest Hub is suddenly encountering this issue. That is definitely concerning, and I would be more than happy to help.

First, could you both try these new troubleshooting steps? It's a little different as it includes a 'Recovery Mode' step.

For: Google Nest Hub (1st gen)
- Please ensure that you are using the official power adapter that came with the Nest display.
- Please plug your device in a different power outlet, and then attempt a reboot.
- If this issue is unresolved, please perform the workaround below:
  - Place the device in Recovery Mode
    - (unplug the device then hold down the volume button while plugging the device back in. Release the volume button once the device turns back on.)
  - Attempt a Factory Data Reset once the device boots into Recovery Mode
    - (hold down both volume up and volume down buttons at the same time.)
For: Google Nest Hub (2nd gen) and Google Nest Hub Max
- Please ensure that you are using the official power adapter that came with the Nest display.
- Please plug your device in a different power outlet, and then attempt a Factory Data Reset.
- If this issue is unresolved, perform the workaround below:
  - At the back of the Nest display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with G logo shows up
  - Repeat step one, 10 more times. (For a complete total of 11 times).
  - After plugging the power cord back in, wait a few moments for the device to reset. It will announce "Welcome to Google Home" to signify that it's ready for setup.

I look forward to your response and helping you get this issue resolved. Please keep me updated, thanks.

- From Frances (Community Specialist)

Re: Nest Hub black screen unresponsive

Patrick — Fri, 03 Sep 2021 06:03:53 GMT

I have tried this on two occasions and my screen is still unresponsive - this is frustrating as I also have 2 google mini devices and a google nest hub max. Can something be done about this? Thanks, Patrick Garcha - patrickgarcha@gmail.com

Re: Nest Hub black screen unresponsive

dzg86 — Mon, 06 Sep 2021 01:35:09 GMT

I have the same issue with my google nest hub max, how can i resolve the problem???

Re: Nest Hub black screen unresponsive

767fan — Mon, 06 Sep 2021 03:03:56 GMT

Same issue here. Done the unplug 11 times method, done the factory reset, done the check for update. Clock is displayed for a time and then generally the next morning it is a black screen and unresponsive.

Re: Nest Hub black screen unresponsive

crawf99 — Tue, 07 Sep 2021 19:30:53 GMT

Good evening,

I wish to report that i also am experiencing the black screen issue with my hub. I have attempted the recovery steps suggested but these have all failed to produce any results.

When attempting to place device into recovery mode i see a grey screen with white google G logo in centre. this remains for some time and does not progress.

When performing the 11 time power down for full reset i see again the grey screen with white google G in centre for a few seconds, this then loads to the standard start screen of white background with multicolour logo that animates etc and then simply loads in to a black screen.

The device is using the original PSU which is clean and unbroken. Has not been dropped or gotten wet.

In my experience this behavior is normally seen after a failed or incorrect OS/Security update is applied and cannot be rolled back.

If there are no other techniques that can be suggested, maybe you would be able to provide debugging or flashing software i may install on my chromebook or windows/linux/apple devices so that i may reflash the software to the device??

Any help you are able to offer is greatly appreciated.

Warmest Regards

W. Crawford

Re: Nest Hub black screen unresponsive

Patty373 — Wed, 08 Sep 2021 13:27:35 GMT

I am also having the black screen issue. Seems like this is going on throughout the community. Is Google going to provide a fix?

Re: Nest Hub black screen unresponsive

dzg86 — Wed, 08 Sep 2021 14:13:08 GMT

I know there is not a solution for everyone, but i change the language to spanish and it seems the problem disappear. Maybe it helps Google to fix the problem...

Re: Nest Hub black screen unresponsive

dzg86 — Wed, 08 Sep 2021 18:58:39 GMT

I thought changing the language was a solution because it worked well for two days, but today my son was watching a youTube video, and the screen went black again...

Re: Nest Hub black screen unresponsive

Patty373 — Wed, 08 Sep 2021 20:24:26 GMT

So how do we get Google/Nest to fix this problem?? From everything I have seen on this site and on the web in general, this has been going on for a couple,of years with no resolution!

Re: Nest Hub black screen unresponsive

Parky — Fri, 17 Sep 2021 09:37:55 GMT

I too am having the unresponsive black screen. Again, it's resolved when rebooting but then after leaving it overnight, the black screen returns and it's unresponsive again. Might be nice if google acknowledged this and assured us someone is investigating it.

Re: Nest Hub black screen unresponsive

Marobe — Sat, 18 Sep 2021 01:27:20 GMT

I'm having the same problem. Restarted/rebooted many times but still the same.

Re: Nest Hub black screen unresponsive

Patty373 — Sat, 18 Sep 2021 17:36:46 GMT

I contacted Google and basically they said since it is out of warranty I would have to purchase a new one. The declined to replace the defective hub. Seems they just want to sell more units.

Re: Nest Hub black screen unresponsive

Patty373 — Sat, 18 Sep 2021 17:37:54 GMT

See my response above. No joy from Google.

Re: Nest Hub black screen unresponsive

Parky — Tue, 21 Sep 2021 17:23:48 GMT

Oh well. Alexa it is, then. Thanks, Patty 373.

Re: Nest Hub black screen unresponsive

TomBevan — Thu, 23 Sep 2021 19:26:04 GMT

I am also having the same problem… I’m so frustrated!

Re: Nest Hub black screen unresponsive

Cathy — Sat, 25 Sep 2021 02:28:33 GMT

Same problem here. Is anyone having a resolution/response from google??

Re: Nest Hub black screen unresponsive

767fan — Fri, 01 Oct 2021 04:57:37 GMT

I was commenting in another thread which Google mentioned something about a 'response', which I could not locate. Apart from them raising a case number, then locking the thread, there has been no other update or information. I have wiped both Google Hubs and thrown them in the bin.

Re: Nest Hub black screen unresponsive

Kelly — Thu, 07 Oct 2021 06:30:16 GMT

I am also having this issue! This device has hardly been used as we didn’t have wifi for a long period of time.
I would like some rectification please.

Re: Nest Hub black screen unresponsive

frances — Mon, 11 Oct 2021 22:13:14 GMT

Hi @Patrick

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 3, 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: 5-5349000031803. Thank you.