Black Box on Google Nest Hub 2nd Gen Display

[JanHoldorp]

My Google Nest Hub (gen2) has a black rectangle on screen , uplugging power for a day and rebooting the device didn't help.
(Tested a factory reset on my second nest hub, and since adding the device needed qr-code info i'm not sure i should test it on the bricked device, which still works as a speker at the moment)


looks like same issue as :

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Black-Box-on-Google-Nest-Hub-s-2nd-Gen-...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Black-screen-and-green-lines/m-p/555713

https://www.reddit.com/r/googlehome/comments/ygwcsb/google_hub_black_square_on_screen/?rdt=62169

[JanHoldorp]

exactly the same issue as : https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Black-Box-on-Google-Nest-Hub-s-2nd-Gen-Display/m-p/568602

[moralesvicente]

Hey JanHoldorp,

Thank you so much for posting in this community. I’m sorry to hear that the screen of your Google Nest Hub 2 Gen is not working properly because it is showing a black box, so don’t worry; it’s a pleasure to assist you. 

I appreciate that you have taken action by performing the troubleshooting steps above. To continue getting to the root of the issue, could you please help me by answering these questions?

• When did the behavior start?
• Was the device dropped or knocked over?
• Is the display still working?
• Is the display's assistant working?
• What's the Fuchsia version of your display? If you don’t know where to find it, check out this article: Find your device's firmware version.

Please feel free to share any additional details you think might be relevant.

Best regards,

Daniel

[JanHoldorp]

Sorry for the late answer, i didn't notice you replied.

• When did the behavior start?
  • Around ~Q2 2024. 
    The black rectangle issue, started to appear around July.
    
    
• Was the device dropped or knocked over?
  • No, nothing like that happened.
    
    
• Is the display still working?
  • Partially, I can see slivers of the displayed picture along the right.  It still responds to touch if I swipe up from the bottom and blindly press one of the icons that would normally appear in a functioning display. 
    
    
• Is the display's assistant working?
  • Yes.
• What's the Fuchsia version of your display?  
  

• The firmware version of the system is: 20.20240530.3.236
• The Cast firmware version is: 3.74.419799
  
  "I would like to further emphasize that I am a bit annoyed with this development and the number of similar cases, since I still have 2 identical devices in use that don't have the problem yet. On one of them, I have meanwhile disabled updates."

[SoriaD_]

Hello @JanHoldorp 

Thank you for your response. I apologize for any inconvenience caused by this situation with the Nest Hub Display. Don't worry, we're here to help.

I understand that you're experiencing this situation. To provide you with the best possible support, please fill out this form.

Our support team will review your case and get back to you as soon as possible.

We're committed to resolving your issue promptly and efficiently. Thank you for your patience.

Best regards,
Douglas.

[SoriaD_]

Hello @JanHoldorp 

We haven't seen your submission form come through yet. Were you able to access it okay? Let us know if you're running into any trouble or still need our help!
 

Keep me posted.

Best regards,

Douglas.

[Ricasanc]

any solution to the black display on google hub? thanks

[SoriaD_]

Hello @Ricasanc 

Thanks for posting in our Nest Community about this situation with your display. Don´t worry, I´m here to help you with that.

I completely understand this situation. Let me lend you a hand to find the solution. Could you help me with some questions?

What are the troubleshooting steps you've already tried?
When did the behavior start?
Was the device dropped or knocked over?
Is the display's Assistant working?
In the meantime, you can try to perform a Factory reset on your Nest Hub and check if the horizontal lines are still there. 

Feel free to reply to me with this information, and I will definitely do my best to find a solution for you.

Best regards,
Douglas.
 

[Ricasanc]

I have the same problem, any solution? i tried the factory reset and nothing

[JanHoldorp]

how did you reconnect after factory reset, how did you see the qr-code?

[SoriaD_]

Hello @JanHoldorp

Thanks for your replay. Don´t worry i´m happy to assist you with your questions.

You can go to this page to perform a Factory Reset on your specific display. Then you can continue Set up your Nest display.

Feel free to keep us posting. I will do my best to find a solution.

Best regards,

Douglas.

[JanHoldorp]

How do i reconnect after factory reset when display isnt working to show qr code?

[cifuentesj]

Hi @JanHoldorp 

Thank you for your timely response and the comprehensive information you've provided.

I am  sorry to hear you're running into some trouble trying to connect your Google Nest Hub 2nd generation to the Google Home app. Don't worry, I'm here to help you.

Please follow the steps in this article, How to Skip QR Scanning, and let me know how it goes.

Thank you for your attention. I await your response.

Regards.

Jeremy