Blank screen

[Craigeeyboy]

Good evening,

Today I came home and saw the screen was blank on my nest max. The sound is fine. I have turned it off and on and done a factory reset a few times,still no screen. I am using the correct Google equipment. Can you please help. Thank you

[David_K]

Are you using the original power supply and adapter that came with your device?

Have you tried putting your device into recovery mode?

For Google Nest Hub (2nd gen) and Google Nest Hub Max

1. At the back of the display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with the G logo shows up.
2. Repeat step one 10 more times (for a complete total of 11 times).
3. After plugging the power cord back in for the 11th time, wait a few moments for the device to reset.
4. It should announce “Welcome to Google Home” to let you know it’s ready to set up.

[Craigeeyboy]

Good Afternoon David,

Yes I have all the original cables I have don't what you have said, however the screen does not light up. The sound works just fine, but no picture.

Thank you 

[David_K]

Good to confirm that. Let me ask a specialist to review this topic with you.

[Muddi]

Hey Craigeeyboy,

Thanks to @David_K for helping here.

Chiming in to ensure everything is covered. Just an added question: when and where did you purchase your device? Also, what country are you located in?

Looking forward to your response.

Cheers,

Muddi

[Muddi]

Hi Craigeeyboy,,

How was your device? Did you manage to get a replacement? Let us know if you still need help, and we're glad to assist you.

Cheers,

Muddi

[Craigeeyboy]

My device is about 18 months old, I have tried rebooting it sever times, the screen is still not working, I can see that the screen is getting power but it still won't come on

[Azarco]

Hello there,

Thanks for getting back to us. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. This form is only meant for you to use, so let me know once you’re done.

Best,

Alex

[David_K]

One other thing, I assuming the device hasn't been dropped and there's no cracks or damage to the screen? 

[Craigeeyboy]

It's never been dropped, always a sits on my kitchen counter 

[Muddi]

Hey raigeeyboy,

I'm just checking in to see if you were able to fill out the form?

Looking forward to your response.

Cheers,

Muddi

[Muddi]

Hi raigeeyboy,

Just bumping in to make sure that you've seen our responses. I'll be locking this thread if we won't hear back from you again in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi

[Craigeeyboy]

I was in unable to complete the form you sent me, as there was no option to select the nest hub max.

Thank you 

[Princesss]

Hi Craigeeyboy,

Could you try it one more time and just select Google Nest Hub instead? Let us know once you're done so we can check.

Best,

Princess

[Princesss]

Hi there,

We just want to check if you have seen our response posted above. Let us know if you are done filling it out.
 

Best,

Princess

[Azarco]

Hey Craigeeyboy,

We don't want to be a nudge but we'd like to check if you had the chance to fill out the form.

Thanks,

Alex

[Craigeeyboy]

I have tried, but the link is not working 

[Muddi]

Hey Craigeeyboy,

Sorry about that. Please try this link instead and let us know if that works.

Keep us posted.

Cheers,

Muddi

[Jake]

Hey Craigeeyboy,

I wanted to check in and see if you managed to see Muddi's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Craigeeyboy]

Tbh, this thing has been awful, I've filled out three forms so far, and keep getting asked if I've done it. I have, three times. As I got no real guidance except turn it of and tune it on again, I've given up. Cheers

[Jake]

Hey Craigeeyboy,

I am sorry to hear about the trouble, and that you had to fill the form out multiple times. I wanted to check in with you, and ensure you are in contact with our Team via email. Please let me know if you have any trouble with that, as I would be happy to take a closer look.

Best regards,

Jake

[Jake]

Hey Craigeeyboy,

I am showing a case has been created for you, and you should have an email from our team at this time. If you have any questions from here, please feel free to let me know, as I will be locking the thread in 24 hours.

Best regards,

Jake