Google Nest hub 2nd generation shows white screen when Google Nest Cam is rang

[anometric]

Hello,

I have successfully setup my Google Nest Hub 2. I also have a Google Nest Hello doorbell which is working correctly on the Nest app and also on Google Home app. When somebody rings at the door, the announcement is correctly done on the Google Assistant on a 3rd party speaker as well as on my mobile app. The Google Nest Hub 2 responds as well with an all-white screen.

How can I make sure that the Hub shows the camera feed when somebody rings?

Many thanks for your support

[Mlabrador]

Hey anomertric, 

Thanks for reaching out and we're sorry for the inconvenience. What troubleshooting steps have you tried so far? Also, could you try resetting the Nest hub and see if that helps? Here's how: https://bit.ly/3aevCOg

Keep me posted. 

Best, 

Nikki 

[Mlabrador]

Hi anomertic, 

It's me again — how's it going? Still need our help?

Best, 

Nikki 

[Muddi]

Hey anomertic,

We haven’t heard back, so I'll be locking this thread if we won't hear back from you again in 24 hrs. Feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,

Muddi

[anometric]

Hello Nikki, I'm sorry for my late reply. Can you please let me know what troubleshooting steps I can do? the Nest Hub 2 is freshly installed and completely up to date. But I just noticed that this white screen also was shown on another occasion. I will do a factory reset this afternoon and I'll let you know the result. Kind regards

[Azarco]

Hey anometric,

Appreciate your efforts. On what other occasion does the white screen appear? On the other hand, you can try using these commands in streaming you camera to your Google Nest Hub.

• Action:Voice Command: Start with "Ok Google" or "Hey Google":

Start the stream

• "Show [camera name]"
• "What’s on [camera name]?"
• "[Camera name] on [display device name]"
• "Play [camera name] on [display device name]"
• "Show [camera name] on [display device name]"

Stop the stream

• "Stop [display device name]"

We'll be waiting for your update.

Best,

Alex

[Azarco]

Hey anometric,

Checking back in to see if you still need help with this? Feel free to respond to this thread if you have additional questions or concerns and I'd be glad to answer it for you.

Thanks,

Alex

[anometric]

Hello Alex,

I did a factory reset of the device and I have reconfigured it. It looks like the Nest hub works correctly because voice control, internet access etc works correctly.
But when somebody rings at the door, it tells me that somebody rang at the door and then shows a white screen. On my mobile phone the screen is shown correctly in the Google Home app.

Kind regards,

Günther

[Azarco]

Hey anometric,

Thanks for doing the steps. To confirm, when your Google Nest Hub turns to white screen, can you still use it? Is it still responding to your voice commands? How about the command in streaming your camera, is it working? Also, are you streaming another camera on your Nest Hub while someone rings your doorbell?

Best,

Alex

[anometric]

Hello Alex

I have noticed there are two issues. Sometimes the camera goes offline. When I put it back online, it always works and then after some time it goed offline again. I tried to solve this by adding an extra powerlan adapter right under where the camera is located and I thought the issue was solved but apparently it’s not.
But! Even when the camera is online, the white screen behaviour is present.

voice command still works but continues to show white screen.

When I do the command to start streaming the camera it’s not working anymore. It only worked 1 time, right after I reactivated the camera…

I will now reset the nest cam but I’m not sure this will help.

kind regards

[bethundered]

Have the same problem here, I tried everything, nothing works.

[bethundered]

Hi Alex,

Has this problem something to do with the "White Screen of Death"?

Regards, bethundered

[Azarco]

Hey folks,

We appreciate all the steps that you did. We'd like to check this further, could you please provide us the cast firmware version of your Google Nest Hub? Also, please send a feedback report on your Google Home app or display with a brief description of what's happening. To ensure it will be captured, please verify that "Send device usage data and crash reports to Google" is turned on before you submit the feedback.  Once done, fill out the form.

We'll be waiting for your update.

Thanks,

Alex

[anometric]

Hello Alex

the cast firmware version is 1.56.290464

i did the feedback report and I will fill in the form.

kind regards,

günther

[bethundered]

Hello Alex,

The cast firmware version is of my hub is also 1.56.290464.

I have send a feedback report and will fill in the form.

Regards, Ronald

[anometric]

I'm trying to submit in the form, but I get this error:

Refresh this page and try again. Sorry, there was a problem with the form.

[bethundered]

The problem with the form still exist.

[Azarco]

Hey folks,

Thanks for sending feedback and trying to fill out the form. I'll check this with our team — I'll get back to you once I hear an update about the form.

Kind regards,

Alex

[Azarco]

Hey all,

Thanks for waiting. Have you had the chance to fill out the form again?

Best,

Alex

[bethundered]

Still not working: Refresh this page and try again. Sorry, there was a problem with the form. 😞

[Azarco]

Hi bethundered,

We appreciate you for updating us. Could you try using a different browser or a different device in filling out the form?

Thanks,

Alex

[bethundered]

Nope, tried Microsoft, Google and Firefox.

[Azarco]

Hey bethundered,

Our team is aware of the issue about the form. We'll create a case manually and we'll be sending you an email on your account associated here in the community forum. Let us know once you receive it.

Regards,

Alex

[bethundered]

Hi Alex,

I received the email, my case number is 2-0781000032985.

Software: 4110054

Regards, Ronald

[Azarco]

Hey bethundered,

Thanks for letting us know. Please reply to the email so that our team can assist you further.

Best,

Alex

[anometric]

Hello Azarco,

Can you also create a call for me? What is the status of my issue with the white screen?
Kind regards,

Günther

[Azarco]

Hi anometric,

Sorry about that. I just created a case for you. We'll be reaching out to you via email and let's continue working on your concern through that channel. Let us know once you receive it.

Best,

Alex

[anometric]

Okay great thanks. I have received the mail, we’ll continue on that platform.

regards

[Azarco]

Hi anometric,

Awesome! Since you both received the email, I'll be locking this thread in 24 hours. We'll continue our conversation there.

Thanks,

Alex