Google Next Hub Max black screen

[DwarfsRule1369]

About 1 month ago, my Hub went blank. I have tried to reset it, I've done the whole unplug and plug back in, I've tried the unplug hold down volume key plug back in. NOTHING! 

I bought this 06 January 2021. I've owned it barley over a year and now it will not turn on. Please help! 

[David_K]

Just checking you're referring to these steps?

For Google Nest Hub (1st gen)

1. Unplug your device then hold down the volume button while plugging it back in.
2. Release the volume button once the device turns back on.
3. Once the device boots into recovery mode, factory reset the device (hold down both the volume up and volume down buttons at the same time).

For Google Nest Hub (2nd gen) and Google Nest Hub Max

1. At the back of the display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with the G logo shows up.
2. Repeat step one 10 more times (for a complete total of 11 times).
3. After plugging the power cord back in for the 11th time, wait a few moments for the device to reset.
4. It should announce “Welcome to Google Home” to let you know it’s ready to set up.

[DwarfsRule1369]

Yes, I tried that. non of that worked. I reached out to the customer service team. 

[Muddi]

Hey DwarfsRule1369,

I apologize for the delays. Thanks to @David_K for helping here.

Chiming in to ensure everything is covered here. Upon checking, your device is out of warranty, but our team is checking some information with our Product Specialist team. I've made a follow-up. Let us know if you haven't received an update within the next 24 hours so we can expedite your concern.

Cheers,

Muddi

[Princesss]

Hey DwarfsRule1369,

I haven’t heard from you, so I’ll be locking the thread in 24 hours. Thanks for posting! 

Best,

Princess

[Digovamp]

Did anyone manage to solve it? mine is stuck on the gooe home screen it won't go for nothing

[Jake]

Hey all,

I am sorry to hear you are having issues with your screen going black. I know this is not an ideal situation. Do you mind me asking if the troubleshooting steps davidking posted was of any help? Please let me know, as I would be happy to review.

Best regards,

Jake

[Jake]

Hey all,

I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Princesss]

Hi everyone,

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 speakers and we'd be glad to assist you further.
 

Best,

Princess

[Princesss]

Hi Paffman7,

We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
 

Best,

Princess

[Paffman7]

Mine also like to go black for no apparent reason. I'll be casting YouTube tv, YouTube music or YouTube and I'll look up and the screen is "gone" but the audio is still droning away. It will still respond to touch (like if i swipe from the left side of the screen whatever function will stop) and will respond to controls from my phone. Can't tell you how many times I've rebooted this thing. Got it just this past May. Have we not gotten a solution yet???

[Paffman7]

I think the thread is inactive cause we're waiting for a advice/solution. I've reset mine 3x since my last post because of the screen "going black". Still not fixed

[Princesss]

Hi Paffman,

Thanks for responding.

Could you please provide the cast firmware version of your Google Nest Hub Max? 

To check which firmware version you're on, follow these steps:

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app .
3. Touch and hold your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Keep me posted.

Best,

Princess

[Paffman7]

1.56.295071

[Princesss]

Hi Paffman,

Thanks for the info.  We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

Best,

Princess

[Paffman7]

Done