topic Re: Screen so dark can’t set it up in Speakers and Displays

Screen so dark can’t set it up

DET — Thu, 27 Jul 2023 01:07:58 GMT

New nest hub max screen is so dark I can’t even see to set it up. I did try a factory reset holding both volume buttons and makes no difference. Any solutions for this. Incredibly disappointing from google on a brand new device.

Re: Screen so dark can’t set it up

MplsCustomer — Thu, 27 Jul 2023 02:30:12 GMT

@DET

You could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quot-page-to-contact-Support/td-p/455391

Re: Screen so dark can’t set it up

DET — Fri, 28 Jul 2023 00:20:56 GMT

support had me verify my account but then they hung up on me

Very frustrating

Re: Screen so dark can’t set it up

Muddi — Mon, 31 Jul 2023 17:34:00 GMT

Hello DET,

Sorry to hear about your experience. I know how it feels when you're having issues with your Google Nest Hub Max screen. To help us get a better picture of what's happening, do you mind sharing a photo? Also, please check the current firmware version of your device.

@MplsCustomer: I appreciate your help here.

Looking forward to your response.

Cheers,

Muddi

Re: Screen so dark can’t set it up

Muddi — Sun, 06 Aug 2023 20:46:14 GMT

Hi there,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Cheers,

Muddi

Re: Screen so dark can’t set it up

DET — Sun, 06 Aug 2023 21:21:08 GMT

I am still having issues.
I tried to respond by email but it did not go through. I would sooner email than post all info on a chat thread

Re: Screen so dark can’t set it up

Muddi — Sun, 06 Aug 2023 21:39:19 GMT

Hey DET,

Thanks for getting back to us. We need to gather some additional personal details which shouldn't be shared on the public forum. Please fill out this form with all the needed information then let me know once done.

Let me know once done.

Cheers,

Muddi

Re: Screen so dark can’t set it up

DET — Mon, 07 Aug 2023 12:26:12 GMT

System firmware version: 11.20230306.3.134

 Cast firmware: 1.69.362882 

Re: Screen so dark can’t set it up

DET — Mon, 07 Aug 2023 12:27:15 GMT

Re: Screen so dark can’t set it up

Muddi — Tue, 08 Aug 2023 18:22:32 GMT

Hi DET,

We have received your form. I have noticed that one of our team members is already assisting you via email with case ID: 6-4979000035232. Let's continue working on your concern through that channel.

Cheers,

Muddi

Re: Screen so dark can’t set it up

Muddi — Tue, 15 Aug 2023 20:48:32 GMT

Hello DET,

Upon checking, your device has been replaced. Please update this thread if you have further concerns about your device, and the Community will be happy to lend a hand.

Cheers,

Muddi

Re: Screen so dark can’t set it up

DET — Sun, 20 Aug 2023 15:55:42 GMT

I haven’t received any email about this. Is there shipping info? Do I need to return the original defective hub?

Re: Screen so dark can’t set it up

Alex_S — Tue, 22 Aug 2023 12:57:19 GMT

Hi there,

My apologies for the delays. I’ll check this with the team and update you soon.

Warmly,
Alex

Re: Screen so dark can’t set it up

Alex_S — Tue, 29 Aug 2023 14:12:59 GMT

Hey Det,

I see that you have already started the replacement process. The Google Store will send you follow-up emails regarding the replacement device. Let us know if there is anything else we can help you with.

Thanks,
Alex