Black screen on Google nest hub

[Bbrotzman]

Nest hub has been working fine, but now has a black screen. I’ve tried factory reset and everything else that has been posted in prior discussion without any success.

[Dan_A]

Hi Bbrotzman,

That certainly hasn't been easy for you ―  to verify, are you still able to give commands to your Google Nest Hub even with the black screen? When you toggle the mute/mic switch, is it responding? When did this start?

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.

Keep me posted.

Best,

Dan

[Dan_A]

Hello again,

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?

Regards,

Dan

[Bbrotzman]

Hi Dan, thank you for your response! Not able to give commands with the black screen. It does not respond when I toggle the mute switch nor does it respond to voice commands. I’ve tried rebooting and factory resetting the device without success, there is not even an option to reboot the device on the app as it states it is offline… the display went “unresponsive” close to a week ago. 

[Azarco]

Hey Bbrotzman,

Understood. Can you still open the setting of your Nest Hub on the Google Home app? If so, could you provide us the cast firmware and software version of your display? Also, where and when did you purchase your device?

Keep us posted.

Best,

Alex

[Bbrotzman]

Here is the information with regards to cast firmware, as far as software version I’m unable to locate. I purchased the device from target last thanksgiving… below is the cast firmware info. 

System firmware version: 309385


Cast firmware: 1.56.309385


Thank you! 

[Muddi]

Hey Bbrotzman,

Thanks for the information. Since all troubleshooting steps have been exhausted, please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[Bbrotzman]

Form has been submitted, thank you! 

[Princesss]

Hi Bbrotzman,

We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
 

Best,

Princess