Black Screen on Google Nest Hub, Camera Works

[DeBee]

Came home to see a black screen. Tried different outlets and a factory reset. Can see the screen light up faintly during reboots. Camera worked until I factory reset, now can't activate it without the screen. Adjusted the brightness settings but didn't help. Anything else to try? 

[Muddi]

Hey DeBee,

Thanks for sharing details about the issue here. I understand the feeling when you're having issues with your Google Nest Hub. A few questions: when did the issue start? Are you using the original power cable that comes with the package?. Please send a short clip video showing the issue, to have a better picture of what's happening to your device.

Looking forward to your response.

Cheers,

Muddi

[DeBee]

I typed a thorough reply and was notified it was marked as spam and removed, probably because I posted a link to my video of the black screen as you requested (could not see a way to upload it). I am using the original power cord and have tried different outlets. The video showed the screen stayed dark although it did respond. When I reboot I can detect a faint glow. I did check my software version, which lists the system firmware version at 295071 and the Cast firmware at 1.56.295071 . I wonder if there is a way to roll that back to a previous version? 

[Muddi]

Hey DeBee,

Thanks for the information. For now, there's no way for us to roll back the devices' firmware version. We'd love to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[Princesss]

Hi DeBee,

Thanks for trying.

I've manually created a case referring to this issue. Please take note of the case ID 2-7032000032695 as someone from the team will reach out to you to further assist you.

Best,

Princess

[Muddi]

Hi DeBee,

I can confirmed that someone from the team already sent you an email. Please check your inbox to confirm. Let me know if I can assist with anything else, otherwise I will be locking this thread after 24 hours.
 

Cheers,

Muddi

[DeBee]

I searched my email and couldn't find anything, but my screen came on just now!!! It's working!! Thank you, whoever did this. 

[Princesss]

Hi DeBee,

Wow! Glad that it's already working now. Please keep on monitoring your device's behavior as I will keep this thread open for 3 more days.

Best,

Princess

[DeBee]

I get an error trying to submit the form, both from my phone and from my laptop: "Refresh this page and try again. Sorry, there was a problem with the form."

[Princesss]

Hi DeBee,

Could you go ahead and try to submit the form again as it appears to be working now.

Feel free to respond to this post if you're still having trouble with it.

Best,

Princess

[DeBee]

Got the same error trying to submit the form:

Refresh this page and try again. Sorry, there was a problem with the form.

[DeBee]

Same error today. 

[DeBee]

Since the screen came back, this device frequently displays a Network Problem  (try rebooting your device or move closer to your router, then try set up again). None of my other Google devices seem affected, and before the Black Screen outsge, I didn't have this problem on this device. 

[Azarco]

Hey DeBee,

Thanks for letting us know. 

Make sure your device is within 15-20 feet of your router. Try rebooting your router and Google Nest Hub for a minute to two to refresh the connection.

Best,

Alex

[Princesss]

Hey DeBee,

How's it going? Did the above steps worked on your end? Let us know by responding to this, otherwise we'll be locking the thread.

Best,

Princess

[DeBee]

It's working well, thank you!

[Azarco]

Hey DeBee,

That's great to hear!  If you have any updates or just a discussion topic, feel free to start a new thread in the community. 

Thanks,
Alex

[Azarco]

Hi DeBee,

As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you again in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Best,
Alex

[DeBee · Accepted solution]

It is still working! It appears that an update to the firmware version solved the issue. 

1.56.295071 - version when it stopped working

1.56.295170 - current version

[Azarco]

Hi DeBee,

Awesome! We appreciate your time and patience. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.

Regards,

Alex