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Google Nest Hub - Display problem

Claudio87C
Community Member

‎02-07-2023 09:31 AM

Hi, I have a problem with my first generation google nest hub. The display suddenly went almost completely black, after having some burn-in problems for a few days. Unfortunately it is out of warranty, what solution could I adopt? The reset didn't work.

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3 REPLIES 3

Dan_A
Community Specialist
Community Specialist

‎02-13-2023 11:23 AM

Hi Claudio87C,

 

Thanks for reaching out. I am sorry to hear that your Google Nest Hub is suddenly encountering this issue. That is definitely concerning, and I would be more than happy to help.

 

First, could you both try these new troubleshooting steps? It's a little different as it includes a 'Recovery Mode' step.

 

  • For Google Nest Hub (1st gen):
    • Please ensure that you are using the official power adapter that came with the Nest display.
    • Please plug your device in a different power outlet, and then attempt a reboot.
    • If this issue is unresolved, please perform the workaround below:
      • Place the device in Recovery Mode 
        • (unplug the device then hold down the volume button while plugging the device back in. Release the volume button once the device turns back on.)

 

Attempt a Factory Data Reset once the device boots into Recovery

 

By the way, when and where did you buy your Nest Hub? What does it mean when you say you've had some burn-in problems?

 

I look forward to your response and helping you get this issue resolved. Please keep me updated, thanks. 


Best,

Dan

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Claudio87C
Community Member
In response to Dan_A

‎02-13-2023 11:30 AM

Hello, and thank you very much for the reply. I already tried putting the device in recovery mode, and reset to factory data, but unfortunately nothing changed. I bought the nest hub from an ebay italy seller 2 and a half years ago, so it's out of warranty.
By burn in problems I mean that initially, for a few days, horizontal lines were seen sporadically in the display which disturbed the vision of the screen, but in any case the device was usable. Suddenly then the display went completely black. I think the last resort at my disposal is to use it as a google home without a display. Hoping it doesn't go bad permanently. Thank you

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Dan_A
Community Specialist
Community Specialist
In response to Claudio87C

‎02-19-2023 06:00 PM

Hi Claudio87C,

 

We’re sorry for the trouble ― we won't be able to proceed with its replacement since the warranty has already expired. You can check this link for our replacement policy: https://goo.gle/3vDD0MG. 

 

We know that this isn't the answer you're looking for and we hope we can make it up to you in the future.

 

Let us know if you have other questions as I'll be locking the thread after 24 hours.


Kind regards,

Dan

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