Black Screen on a Google Nest Hub

[gadams6584]

Hello;

Our Nest Hub Max has a black screen.  We've tried just about everything except a factory reset.  Is that my next step?  Frankly, I wonder if that will even work, it just acts like it died.

Thanks in advance for any help.

[MplsCustomer]

@gadams6584 

Whey you say it has a black screen does it have any power at all? Do you have another power cord you could try?

I suppose you could try removing the Nest Hub Max from the Google Home app and doing a factory reset.

[Dan_A]

Hi gadams6584,

This is not the experience we want you to have, let me help you. A few questions: which Nest speakers are we working with? Is it a Nest Hub or Nest Hub 2nd Gen? When did your issue begin? Is there physical damage?

Troubleshoot using these steps:

1. Confirm that the device is powered on (turn on the privacy switch to check if the light comes on or ask a question and check if the Assistant responds).
2. Confirm the brightness offset in the Google Home App isn't set too low.
3. Reboot the device.
4. Factory reset the device.

Let me know how it goes.

Thanks for helping, MplsCustomer!

Best,

Dan

[gadams6584]

Thank you for your response, but Google is replacing the Nest for us.

[Princesss]

Hi gadams6584,

Awesome! Glad to know that everything is all sorted out.

Since this has been resolved, we'll consider this complete and will lock the thread now. Feel free to start a new one if you need assistance with your Google Nest devices and the Community would gladly lend a hand.

Best,

Princess