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Hub screen fades out when a question is asked

budone
Community Member

We have four Nest Hubs in our home, and all four screens now fade out almost white when you ask it a question. It will spell a word verbally, but the letters will no longer appear on the screen and the last letter that is spoken sounds drawn out. I have done a factory reset and checked for updates on all platforms. Hub software version is 510.24.513642888. My Nest and Google cameras all work fine.

Any suggestions?

10 REPLIES 10

Alex_S
Community Specialist
Community Specialist

Hi budone,

 

Thanks for posting — let's get this sorted out.

 

A few questions: when did you first notice this behavior? Is it happening from all commands you asked for? How did you do the factory reset?

 

Get the Fuchsia version of your Google Nest Hub devices. Swipe up from the bottom of the display > Settings > Device information.


Regards,
Alex

budone
Community Member

Issue started about 4 weeks ago. Screen issue is only happening when asked to spell words. Affecting all 4 hubs.

The reset was completed by holding down the volume control until it confirms that the system is resetting.

Current Fuchsia version on my 4 hubs: 10-20221207.2.109 / Firmware 168.353511 / Software: 510.24.513642888.

Interesting that when spelling a word, the last letter sounds like a southerner drawing out the letter.

It spells OK, you just can no longer view the word on the screen (screen fades out).

How do I get the latest Fuchsia version?

 

Alex_S
Community Specialist
Community Specialist

Hello budone,
 

Got it. How do you command your Google Nest Hub devices to spell words? 
 

Also, go to My Activity and check if the audio recording Google Assistant has captured is clear or if there is static, buzzing, or distortion. Note that Audio recordings are only available if you opted-in to save audio recording.

 

Keep me posted.


Thanks,
Alex

budone
Community Member

We (kids) use the simple commands like: Hey Google spell Mississippi.  Previous to this issue, Google would spell the word, sounding out each letter in a crisp clear voice and display each letter as the word was spelled. Now, using the exact same command, the screen immediately fades so nothing is shown on the screen and the voice is altogether different. Sounds silly, but like a deep southern girl is speaking. No static, or background noise can be heard. All other commands are normal, like: hey google tomorrows weather, bright screen and normal voice.

Alex_S
Community Specialist
Community Specialist

Hey there,
 

I appreciate all the information you provided. We'd like to take a deeper look into this. Please fill out this form and let us know once you're done.

Thanks,
Alex

budone
Community Member

Form completed. I can take a video of this issue if needed and upload it.

Alex_S
Community Specialist
Community Specialist

Hi there,
 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation on the email, and send the video there. Let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.


Best,
Alex

budone
Community Member

Someone is working on the issue. Last night when asked to spell a word, the screen would go black, but the word would appear as white letters and be spelled out. Today, using the exact same command, the screen is white and the letters are black. Still the same deep southern drawn out voice though.

Alex_S
Community Specialist
Community Specialist

Hey budone,
 

Understood. I’ll let our team know about it. Keep an eye on your email for they will reach out to  you soon. 


Cheers,
Alex

Alex_S
Community Specialist
Community Specialist

Hi budone,
 

It's me again. This thread will be locked soon. If you need other assistance, create a new thread and Community will help you.


Thanks,
Alex