Google Nest Screen Burn ( Totally)

[dianayagui]

Hi Community

Hope you can help. 

My nest screen began to have the burn problems other posts mentioned.

Is there a turnaround? Before this happened I bought 2 other google nest hubs. I am afraid this will also happen to them.

Looking forward 🙂

[Azarco]

Hey dianayagui,

Thanks for posting — let me help you out.

When did it start happening? Could you send us a picture of what's showing on your screen? Also, have you tried resetting your Google Nest Hub?

Best,

Alex

[Muddi]

Hello there,

How's it going with your Google Nest Hub? Let us know by updating this thread and the Community will be happy to lend a hand.
 

Cheers,

Muddi

[Muddi]

Hi dianayagui,

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

Cheers,

Muddi

[dianayagui]

Hi Everyone!

Yes, I tried to restart it several times.

The problem started about a month ago.

Looking forward,

[Azarco]

Hey there,

Is your Nest Hub still functional? Was the device dropped or knocked over? When you say you restart it several times, did you just unplug it from the power source? If yes, try these steps in resetting the device.

1. At the back of the device, press and hold (long press) both volume buttons for about 10 seconds.
2. The Google Assistant plays a sound to confirm that the factory reset started.

If the issue persists, provide us the cast firmware and fuchsia version of your Nest Hub. Also, when and where you purchased your device?

Best,

Alex 

[dianayagui]

Hi Alex

Yes, already tried and the screen has gone black.

Where do I find the firmware and fuchsia version if the screen has gone black

I must say, that it still works, Nest is following my voice.

I will check my purchase receipts and get back.

Thanks!

Diana

[dianayagui]

Also, it was never dropped or kicked ☹️

[Muddi]

Hey dianayagui,

You can check the firmware version of your device on the Google Home app. Follow the steps below to know-how:

1. Open the Google Home app .
2. Touch and hold your device's tile.
3. Tap Settings Device information.
4. Under 'Technical information', check for Cast firmware: 'X.XXX.XXXXX'. If the device is on Fuchsia, check for system firmware version: 'X.XXXXXXXX.X.XXXXXXX'

Hope this helps.

Cheers,

Muddi

[dianayagui]

[Muddi]

Hi dianayagui,

Thanks for the information. When and where did you purchase your device?

Cheers,

Muddi

[dianayagui]

Hi Muddi

B&H online

Dec 3, 2019 at 12:24 AM

Hope this helps

[Muddi]

Hey dianayagui,

What country are you located in?

Cheers,

Muddi

[dianayagui]

Hi! 
Lima, Peru

[Muddi]

Hey dianayagui,

Based on the information that you've provided - unfortunately, your device is out of warranty. Also, you are located in a country where you're device is not fully supported and available for sale. For more information about Google's limited warranty, please visit this link.

Let us know if you have additional questions or concerns about your device. Otherwise, I'll close the thread after 24 hours.

Cheers,

Muddi