Nest Hub 2nd Gen - Green/Black Screen

[Amber73]

I would be grateful if anyone could help please. The hub screen changed to green & black, no impact or issues previously. I factory reset it & now cannot get back in as the QR code & Set Up codes are not visible. 

I have tried unplugging multiple times without success. @GoogleNest

[jenniffert]

Hi Amber73,

Thanks for reaching out here in the community! I’m sorry to hear that your Nest Hub (2nd Gen) screen is turning green and black, and after performing a factory reset, the device was unable to show the QR code or setup code. I’d be happy to help!

I appreciate all the workarounds already done. To better investigate the situation, I’d like to ask the following:

• When did the behavior start?
• Would you mind sharing a picture of the Nest Hub screen?

In the meantime, try to see if plugging the device into a different outlet works as intended.

Please keep me posted.

Best regards,

Jenniffer

[Amber73]

Hi Jennifer, 

Many thanks for getting back to me, I have tried a few different outlets to no avail. The issue started a few weeks ago but voice controls were still working until the factory reset which required the scanning of the QR code or inputting of security code. I haven't seen an option on the forum to include a photo of the screen.

[Amber73]

 

[jenniffert]

Hi Amber73,

Thanks for following up! 

I really appreciate the information and the picture you've provided; this definitely helps to move forward in the process. The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Keep me posted.

Best regards,

Jenniffer

[jenniffert]

Hi @Amber73,

We haven't seen your submission form come through yet. Were you able to access it okay? Let us know if you're running into any trouble or still need our help!

Keep me posted.

Best regards,

Jenniffer