Google Nest Hub Gen1 display partially(80%) black

[sunil11]

My Google Nest Hub Gen1 display has suddenly became almost 80% black. The device recognize voice and respond to all the questions/commands but display is available only on 15-20% of the screen. I tried rebooting the device but no success. Kindle help to fix the issue.

[SoriaD_]

Hello @sunil11 

Thanks for reaching out to our Nest Community about this screen situation with your Nest Hub. I apologize for all the inconvenience. I'm here to help you with that.

I completely understand this situation. Let me lend you a hand to find the solution. Could you help me with some questions?

• When did the behavior start?
• Was the device dropped or knocked over?
• What other troubleshooting steps have you tried?
• Did you try to perform a Factory reset on your Nest Hub?

Additionally, if you could share with us a picture showing the display showing this situation, it would be very useful for us.

Feel free to keep us posting. I'm happy to help you.

Best regards,

Douglas
 

[sunil11]

Hi @SoriaD_ 

Thanks for response. 

The behavior started 4-6 weeks ago. The device was not dropped or knocked over. It was working fine and suddenly almost 80% of display blacked out.

I tried to restart the device, disconnected power supply and restarted but with no success.

I did not try factory reset yet.

Sharing some picture of the device showing the situation. Kindly advice.

[SoriaD_]

Hi @sunil11 

Thanks for following up! I appreciate the detailed information you provided. Let's try to fix this!

We apologize for all this inconvenience. My support team will work to provide you with a solution. To create a case for you, please fill out this form to provide these details to my team. 

Your community thread is #44823502. You can tell me when it is complete, and we will contact you.

Best regards,

Douglas.
 

[sunil11]

Hi @SoriaD_ 

I have completed the form.

Regards

Sunil

[SoriaD_]

Thanks for your confirmation @sunil11 

We will contact you. Thank you for your time and cooperation. 

Best regards,

Douglas.

[sunil11]

Dear Team 

Can you please provide an update on my issue?

Regards

Sunil

[SoriaD_]

Hello @sunil11 

Thank you for your reply.

My support team has your information. Please check your email and they will contact you to continue your case.

If you don't see our email, please check your spam folder.

Please feel free to keep posting. I'm here to help.

Kind regards,
Douglas.

[Ricasanc]

I Have the same problem, what its the solution?

[jenniffert]

Hi @Ricasanc,

Thanks for posting in the community! I'm sorry that the Nest display has a partially black screen. I'd be happy to help.

To better investigate the situation, I’d like to ask the following:

• What type of Nest display do you have? Here’s a helpful article about how to identify the model of your device.
• When did the behavior start?
• Is the display still working?
• Was the device dropped or knocked over?
• What is the firmware version of your Nest display?
• Would you mind sharing a picture of the Nest display screen?

In the meantime, I’d suggest checking the following:

• Confirm if the device is powered on and check if the lights come on.
• Check if the Google Assistant responds to the commands.
• Confirm the brightness offset in the Google Home App isn't set too low. You can follow the next steps:
  • Open the Google Home app.
  • Select the Nest Hub display.
  • At the top right, tap Settings and then Display. 
  • Locate the auto-brightness offset slider.
  • To increase the brightness, move the slider to the right (Brighter).
  • To decrease the brightness, move the slider to the left (Dimmer).
• Plug the device into a different outlet and perform a reboot. For reference, you can check out this article: Reboot Google Nest or Home speaker or display.

Please keep me posted.

Best regards,

Jenniffer