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My nest hub display is not working. Blank screen is displayed. Factory reset doesn't solve it

Krishna_Googler
Community Member

My google nest hub's voice assistant works. But, it's display stopped working. It's stuck in blank state for a long while. I tried the following:

  • I disconnected and connected power.
  • Factory reset was done

The issue is still not resolved. Please help


WhatsApp Image 2021-09-29 at 18.04.10.jpeg

1 ACCEPTED SOLUTION

kennen12
Community Member

edited: "delete,created another separate post"

View solution in original post

47 REPLIES 47

DynamicPupil
Community Member

Mine has done the same thing. Does yours show "static" sometimes? 

It shows nothing. It doesn't show anything at all. It's a blank screen

frances
Community Specialist
Community Specialist

Hello @DynamicPupil

 

 

Thanks for your message.  I looked into your issue and saw that you contacted Google Support on September 28, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 8-9060000031622. 

The reply that I got is simple.

  • My nest-hub is damaged
  • It cannot be repaired
  • Since it's not covered under warranty, I have to buy a new one

Hello @Krishna_Googler

 

Thanks for the update. I am sorry to hear that your issue was unable to be resolved. I definitely understand your frustration, and apologize for the inconvenience caused. 

 

Unfortunately, the support team makes all decisions regarding replacements. 

 

If you'd like, you can send in feedback regarding this situation to the team. Here is how to send in feedback.

 

Please let me know if you have any other questions or concerns, thank you for your patience during this time. 

Right, me too! I wish I could try to find a way to fix it, but I'm 90% sure it's a firmware issue and there's no update.

Hi Any feasible solution you got, is there any repairs center in banglore

karanerva
Community Member

Same thing happened to me. Can someone help please

 

frances
Community Specialist
Community Specialist

Hello @karanerva

 

Thanks for reaching out. I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 4-6999000031780. 

Hi, can anyone help me. My google home nest suddenly has this on its screen. I've tried factory reset, boot and reboot, but to no avail. It didn't fall off the floor, no physical damage, just this. 20211001_153749.jpg

I'm having similar issues except mine just gets stuck loading. I wonder if there is a way to flash new firmware to it.

 

frances
Community Specialist
Community Specialist

Hi @MonkeyRobot22

 

Thanks for reaching out! I am sorry to hear that your device gets stuck loading. I understand your concern and would be more than happy to help find a solution. First, I have some quick questions to get a better understanding of the situation.

  • Which Google device is this post in regard to? (model name, generation number)
  • I just wanted to confirm, have you tried to reboot and Factory Data Reset all of your affected devices? 

    • A factory reset will reset your Google Nest or Home speaker or display to its default factory settings. 

    • Note: This action will clear your data from the device and can't be undone.

Please keep me updated, I look forward to helping you!

Hi Frances! I have tried just about everything imaginable. I have rebooted, factory reset, factory reset and then rebooted, and the error begins to occur when attempting to reestablish the speaker on the network. After going through all of the setup questions, the Google Home app states that there was an error while attempting to connect to the network. It appears to time out, since it tries for some time to connect.  It seems it may have something to do with a sign-in error as that is included on the troubleshooting page that comes up in the Google Home app as a result.

frances
Community Specialist
Community Specialist

Hi @MonkeyRobot22


Thank you for detailed response!

 

I just wanted to check your situation, so I have some quick questions.

  • Is your issue with the Google Nest Hub screen all white or is it an issue with linking a speaker?
  • Is your device powering on?
  • Which device is this issue in regard to? (model name, generation number)
  • What does your device display?

Thank you for trying a variety of troubleshooting steps, I just want to make sure I am correctly understanding your situation. Thanks for your patience! 

Hi, I hadn't realized you had given this response. The hub gets all the way to joining the home network and times out when trying to do so. It was previously linked with no problem. It just can't join the network, really. After showing the failed screen, it then loads and gets stuck on the swirling dots.

I thought I'd try this again in case the thread is still active. I realized I hadn't necessarily replied to this particular post. For answers to your questions on this one this is the information I have. I think it is gen 1. For the rest of the relevant information, please refer to my previously posted information: 

System firmware version: 1.20210229.2.1390079

Cast firmware:1.52.272481

Country code: US

"Hi Frances! I have tried just about everything imaginable. I have rebooted, factory reset, factory reset and then rebooted, and the error begins to occur when attempting to reestablish the speaker on the network. After going through all of the setup questions, the Google Home app states that there was an error while attempting to connect to the network. It appears to time out, since it tries for some time to connect.  It seems it may have something to do with a sign-in error as that is included on the troubleshooting page that comes up in the Google Home app as a result."

The reply that I got is simple.

  • My nest-hub is damaged
  • It cannot be repaired
  • Since it's not covered under warranty, I have to buy a new one

The reply that I got is simple.

  • My nest-hub is damaged
  • It cannot be repaired
  • Since it's not covered under warranty, I have to buy a new one

frances
Community Specialist
Community Specialist

Hello @Krishna_Googler

 

Thanks for reaching out.  I looked into your issue and saw that you contacted Google Support on October 4, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 4-7489000031586. 

navingarg
Community Member

I am having the same issue pl suggest how to fix

frances
Community Specialist
Community Specialist

Hi navingarg,

 

Thanks for reaching out.

  • Could you please tell me which device you have? (model name, generation number)
  • What do you see on your display? Lines? Shapes? 

Thanks for your patience, I look forward to your response! 

Mine connects to the network but will not function. It makes a volume noise if I change its volume in the Google Home App. It sits with spinning dots continually, and if I ask it a question or say anything to it, it says, "Hmm, there was a problem, try again in a few seconds" and similar responses, and will not cast audio or media.  It is stuck, seems dead. 

System firmware version: 1.20210229.2.1390079

Cast firmware:1.52.272481

Country code: US

 

frances
Community Specialist
Community Specialist

Hi @MonkeyRobot22

 

Thank you for your patience during this time! I appreciate you responding and having a detailed response.

 

I looked into your issue and saw that you contacted Google Support on October 2, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 1-8216000031578. 

 

Thanks again!

kennen12
Community Member

edited: "delete,created another separate post"

View solution in original post

frances
Community Specialist
Community Specialist

Hello @kennen12

 

Thanks for your comment. Could you please explain the meaning of your comment or let me know if you need any help? I look forward to helping you. 

WTFGoogle
Community Member

I hate this thread so much. I'm having a nearly identical issue on my 1st gen Nest Hub. The screen was black and unresponsive. I factory reset the device--unplugging it and plugging it back in 11 times didn't do crap, despite the fact that it was supposed to be the magic solution/nuclear option--and the thing booted up, I was able to connect it to my Google home network without any problem, but then when it got to the finish setup screen, it got stuck, the screen was unresponsive, and I was utterly powerless to solve the problem. I hate being powerless. There was nothing I could do in the Google home app on my phone to finish the set up. I cleared the cash on my Google home app and rebooted my phone, but that didn't do anything either.

While I was searching for something online that might help, the screen timed out and was essentially a black screen of death. I couldn't wake it up by touching it or when I messed with the volume buttons, though I could hear the volume boops. It would respond when I would talk to it, it would play music and I could "cast my screen" to it, but there was no display. It stayed off. Finally I went into the Google home app and changed the brightness. The screen came on, but it was still at the, "Almost done. Finish set up in the home app. Then get to know your device, idiot. And also I hate you." screen. Okay, maybe it didn't say that last part, but I know it was thinking it.

So bottom line, no matter what I do, the stupid thing stays on that "Almost done"  screen and I want to hurl the goddamn thing across the room and beat it like the printer scene in Office Space. 

Also, it's fine if you want to create trouble tickets for everybody on this thread who has a similar or the same issue, but dear lord, please post the solutions here instead of just locking the thread.

*Note* I use Google's voice typing to write this post, so if it says weird ****, that's Google's fault too.

frances
Community Specialist
Community Specialist

Hello @WTFGoogle


Thanks for reaching out and for sharing your comments. I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 0-4450000031548. 

I have the same issue. "Finish set up" ??  I can talk to it, play music but I have a white screen mostly. Fed up of course, annoyed - you bet. 

akshaykumarkale
Community Member

Same thing happened to me. Please help!

Hello akshaykumarkale,

 

Thanks for reaching out as well, I appreciate your patience. 

 

I looked into your issue and saw that you contacted Google Support on October 25, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 3-2117000031953. Thank you.

 

 

 

The issue has not been solved yet. The product was supposed to get replaced but no communication from the google team yet. They only respond 'we already sent an email follow-up to Redington' to all my emails.

Can someone please help? This is the worst customer experience. I was delivered a faulty product and after troubleshooting and coming to a conclusion with customer support to replace the product. No steps have been taken since one month for the replacement.

Concerneduser1
Community Member

Having the same issues with the Gen1. This seems more likely they pushed and update and now everyone has to buy a new google hub. Nest hub is old new. 

frances
Community Specialist
Community Specialist

Hello @Concerneduser1

 

Thank you for your message. I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 8-7680000031800. 

MonkeyRobot22
Community Member

I sure hope it isn't that ill-willed but not unbelievable. Mine just quit one day and now we're languishing on this forum with promises to help and 0 answers. Google, help us fix our hubs. We need firmware. Concerneduser1, welcome to the club.

frances
Community Specialist
Community Specialist

Hello @MonkeyRobot22

 

Thank you for your patience, the support team is going through cases as fast they can.

 

I see that a case was made for you regarding your Google Nest Hub stuck on a loading screen. Case ID: 1-8216000031578. 

 

Now that you are commenting on this thread, is your device experiencing a black screen issue as well? 

 

If you could please give me an update on the issue your Google Nest Hub is encountering, I would appreciate it. 

Bankerdave
Community Member

I'm having the same issue as everyone else. Removed it from the Home App. Factory Reset. Set it back up again. Set up cannot finish. Ends up at a blank screen with swirly dots. If I reboot it from there, it says it cannot connect to the network. I sent an email to Google One Support on October 25, 2021. No response so far. I suspect @Concerneduser1 is correct - an update was pushed that didn't work correctly.

James
Community Specialist
Community Specialist

Hi @Bankerdave,

Thanks for reaching out! I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 1-4411000032023.

elTel
Community Member

My nest hub gen1 has the same issue, black screen but volume control works but cant connect to wifi.  It worked about a week ago!