Majority Black Screen

[TampaBayJoe]

 Starting today, my screen stays mostly black. The screen still works for touch and swiping but stays black even after being rebooted and factory reset. You can see the narrow side of the screen still displays properly on the right side. I've tried everything and still can't get the screen to display properly. 

[Dan_A]

Hi TampaBayJoe,

This is not the experience we want you to have, let me help you. A few questions: which Nest speakers are we working with? Is it a Nest Hub or a Nest Hub 2nd Gen w/sleep sensing. When did your issue begin? Were there any recent changes made?

Follow these steps:

1. Confirm that the device is powered on (turn on the privacy switch to check if the light comes on or ask a question and check if the Assistant responds).
2. Confirm the brightness offset in the Google Home App isn't set too low.
3. Reboot the device.
4. Factory reset the device.

Let me know how it goes.

Best,

Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[TampaBayJoe]

Hi Dan,

I have the original Nest Hub and the issue started just before I made my post. I already tried to do a reboot and then a factory reset and neither did anything to help the issue. I made no changes to the device as it just sits on my desk in my home office. I looked at the screen and realized that the screen seemed messed up. The Nest Hub sits in the back of my desk against the wall and isn't anywhere that could get bumped or damaged. Whatever happened just happened on its own. The Hub does respond to voice commands and will play sounds but the display just went out. I've had it for a few years and know that the normal warranty has passed so I was trying to see if there was anything else that could be done to make it work properly again. I have two other Hubs in my home that are working just fine.

Thank you,

Joe

[Muddi]

Hi TampaBayJoe,

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

[TampaBayJoe]

Hello Muddi,

I just replied above. I was busy over the weekend and couldn't respond until this morning.

Thank you,

Joe

[Muddi]

Hey  TampaBayJoe,

Thanks for coming back to us.  It looks like an issue with the screen itself. Let me check if your device is still under warranty. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[TampaBayJoe]

What information do you need? When I clicked on the "fill out this form" link it just asked for information about me and also this thread and my username.

[Muddi]

Hi TampaBayJoe,

We need to know the serial number of your device to check if it's still under warranty and that information is not allowed to share in public. That's the reason why you need to fill out the form so we can continue via email.

Cheers,

Muddi

[TampaBayJoe]

Okay, I removed the information. I will try to get a better look at the serial number. Can you tell me if it is the number/letters after the model number? Where is the serial number located on the Gen 1 Nest Hub?

[Muddi]

Hi TampaBayJoe,

Thanks for the information. However, I couldn't find any device associated with the serial number that you've provided. Also, the photo is not clear enough for me to see the serial number. It is best if you could fill out the form so we can collect additional information.

Please remove the serial number and the photo of your device as this should not be shared in public.

Cheers,

Muddi

[TampaBayJoe]

See my edited message above. Thank you.

[Muddi]

Hi there,

I appreciate it. The serial number is a combination of a number and letters. It is the same as the information that you've provided. We just need a clear photo of the device showing the same bottom part. It is best to fill out the form so we can send you an email and you can reply with the information that we need.

Thanks,

Muddi

[Princesss]

Hi TampaBayJoe,

Chiming in-- have you had the chance to fill out the form posted above?

Best,

Princess

[TampaBayJoe]

Hi Princesss,

Yes, I filled it out a few times. I received no response the last time I filled it out. Is there a way to send me a link where I can email you a photo of the bottom of my device? If I post the photo here it will display my serial number. 

Thank you,

Joe Martino

[Muddi]

Hi TampaBayJoe,

We got the form you've submitted. We send you an email about your concern and let's continue through that channel.

Cheers,

Mudi