Black screen or green lines

[CKnight]

We received a Google nest as a  wedding present about 8months ago and for the past month the display screen has not worked. There are some lines on the edge of the screen that seem to be working but most of the screen is black. Occasionally they are green horizontal lines across the screen. We can give commands and the speakers work, we just can’t see anything.

Any help would be greatly appreciated.

[Dan_A]

Hi CKnight,

This is not the experience we want you to have, let me help you. A few questions: which Nest speakers are we working with? When did the behavior start? Was the device dropped or knocked over? When and where did you buy your device?

It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router, followed by your Nest speakers.
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.
    

If the screen issue persists, you might need to factory reset your Nest display to revert it back to its original settings. Here’s how:

1. Press and hold both volume buttons at the back of the Nest Hub 2nd Gen for around 10 seconds.
2. The Google Assistant plays a sound to confirm that the factory reset started.
3. Redo the setup.

If it’s a full black screen, try 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.

Best,

Dan

[CKnight]

Hi Dan,

Thanks for your response. The device is a Google Nest Hub 2nd Gen and we didn't buy the device ourselves because it was a wedding gift. The screen stopped working about a month ago (I have a time stamped picture from the 26th of Feb). It was not dropped or bumped but sits securely in the one spot.

Thank you for the suggestions above. I have followed all of them but it is still just showing a black screen with horizontal green lines.

Any help you can offer would be greatly appreciated. 

Thanks,
Caleb

[Muddi]

Hi CKnight,

Chiming in, we appreciate 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.
 

Cheers,

Muddi

[CKnight]

Hi Muddi,

I have just filled out the form above. Any help you could offer would be greatly appreciated.

Thanks,
Caleb

[Princesss]

Hi CKnight,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Muddi]

Hey CKnight,

Upon checking, one of our team is already in touch with you via email. I'll go ahead and close the thread now, and let's continue through that channel.

Cheers,

Muddi