Google Home - black screen

[HCannon]

I have a black screen.  I have tried to reset it.  Tried rebooting.  Tried unplugging the 11 times (twice).  None of these worked.  It was a gift.

[David_K]

Are you using the original power supply and adapter that came with your device? We no longer recommend the 11 times reset method for displays. Try these steps depending on the model of display you have:

Nest Hub (1st gen)

1. Plug in the device to a different power source then reboot the device (unplug the power cord, leave it unplugged for 1 minute, then plug the power cord back in).
2. If the issue persists, put the device in recovery mode with these steps:
• Unplug the power cord.
• Hold down the volume buttons and plug in the power cord at the same time.
• Wait for the device to turn on.
• Release the volume buttons.
3. Once the device is in recovery mode, on the back of the device, press and hold both volume buttons together for about 10 seconds.

Nest Hub (2nd gen)

1. Try plugging in the device to a different power source.
2. Attempt a factory data reset. On the back of the device, press and hold both volume buttons together for 10 seconds.

Nest Hub Max

1. Try plugging in the device to a different power source.
2. Attempt a factory data reset. On the back of the device, press and hold both volume buttons together for about 10 seconds.
3. If the issue persists, put the device in recovery mode with these steps:
• Unplug the power cord.
• Hold down the volume buttons and plug in the power cord at the same time.
• Wait for the device to turn on.
• Release the volume buttons.
4. Once the device is in recovery mode, press and hold both volume buttons for 10 seconds.

[HCannon]

Yes, I am using the power cord that came with the Nest.  I tried your suggestion, but it didn’t fix the screen problem.  It is still black.

[HCannon]

The power cord is the original one that came with the Nest.  None of your suggestions worked.  The screen is still black.

[David_K]

Appreciate you trying those steps. I've asked a specialist to review this topic for next steps.

[Dan_A]

Hi HCannon,

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 your issue begin? Were there any recent changes made?

Since you’ve done all the troubleshooting steps and 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 us know once done.

Thanks for helping, davidking!

Best,

Dan

[Princesss]

Hello HCannon,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Nest devices and we'd be glad to assist you further.
 

Best,

Princess

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess