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2nd gen Nest Hub screen has turned green

Hammo1
Community Member

Nest Hub screen has turned all green in colour, unit still works with voice, have tried to reboot, but now cannot re-connect as unable to see any info on the screen

12 REPLIES 12

Dan_A
Community Specialist
Community Specialist

Hello Hammo1,

 

That certainly hasn't been easy for you ― let’s check this out.

 

We'd be happy to take a look into this for you. Tell us more about what's happening with your Google Nest Hub. Have you already tried doing the factory reset? If not yet then follow this link: Factory reset Google Nest or Home speakers or displays.

 

Below are the steps on how to upload a photo or video:

  • Start a new post.
  • Click Insert Image.
  • Choose an image source location.
  • Follow the on-screen instructions
  • Also, you can tap the "Drag and Drop" option. Maximum attachment is 5 MB.

 

Keep me posted.

 

Best,

Dan

Dan_A
Community Specialist
Community Specialist

Hey there,

 

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

 

Thanks,

Dan

Hammo1
Community Member

Hi Dan, I used the volume keys to reboot back to factory settings a couple of times but now am not able to reconnect due to green screen issue and not being able to see what is required to connect . voice still works fine

 

Dan_A
Community Specialist
Community Specialist

Hello again,

 

Oh no! If that's the case then let me get a 20-30 second video of your Google Nest Hub(2nd Gen) if possible, with a JPEG format if you can. Below are the steps on how to upload a photo or video:

 

  1. Start a new post.
  2. Click Insert Image.
  3. Choose an image source location.
  4. Follow the on-screen instructions
  5. Also, you can tap the "Drag and Drop" option. Maximum attachment is 5 MB.

 

Keep me posted.

 

Best,

Dan

Hammo1
Community Member

20221014_081322.jpgSorry

20221014_081327.jpgsorry Dan video in mp4 cannot change to jpeg

Dan_A
Community Specialist
Community Specialist

Hi Hammo1,

 

Thank you for the picture. If you don't mind me asking, do you know what happened to it? When did you first notice this green screen? Could you also send me a picture of the serial number which can be found at the bottom of your Nest Hub (2nd Gen)? 

 

I'll be waiting.

 

Regards,

Dan

Hammo1
Community Member

Hi Dan, we don't use/look at it all that often, but approx 2/3 weeks ago, but it could have been before that, also when asking a question it would respond so did not think to much about the screen, and so was deciding what to do about it

 

Hammo1
Community Member

20221024_122714.jpg20221024_122751.jpg In case you can read off photo i believe this is what you want - 18171J3DA2EX1C. this is the only info on the bottom of the unit

Hammo1
Community Member

Srry Dan - as too what happened to it, we don't know, one day we just noticed the screen had gone green and would not bring up the right screen we were used too

Dan_A
Community Specialist
Community Specialist

Hello there,

 

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

 

Best,

Dan

Hammo1
Community Member

Hi Dan, have sent the form off

Juni
Community Specialist
Community Specialist

Hi there,

 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. 

 

Also, please be advised that this thread will be locked after 24 hours.
 

Best,

Juni