Nest Hub Max Screen goes blank when casting

[x17chan]

Hi. For the past 3 months or so, my Nest Hub Max has been going blank randomly when casting content from YouTube to it. it happens when casting content from my iPhone, Pixel phone and other android devices as well.

I contacted support who claimed I would need footage of it *happening in the act* which is hard to do when it does it randomly. (Sometimes within 2 mins, 20, or sometimes not at all.)

Due to this, I am unable to get a replacement or get it repaired. The only way to "fix" it is to *completely* unplug the device, wait 5 seconds and plug it back in.

Has anyone else experienced this and do they have a fix?

[x17chan]

EDIT: It literally just happened again within 4 mis of me posting this. I decided to film it after the fact and I will be trying to get a video of it happening live now that it's happened twice so far.

[frances]

Hi x17chan,

Thanks for reaching out. I am sorry to hear that you have been having a negative experience with your Google Nest Hub Max and with the support team. I understand your frustration, and I apologize for the inconvenience caused. I would be more than happy to help find a solution.

First, could you please try this troubleshooting step? It will help narrow down the cause of this issue and see if there is something happening to the device itself.

• Could you please try to do a reboot and Factory Data Reset on your device? Are there any improvements or is the issue still occurring? 
  • 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.

I apologize for the inconvenience caused by this issue and thank you for your patience. I look forward to resolving this issue with you!

[x17chan]

Hi, 

We’ve done this many times and it hasn’t worked. Is it possible to just get it exchanged?

[frances]

Hi x17chan,

Thanks for your patience and trying the troubleshooting steps. I apologize for the inconvenience caused by this casting issue.

I looked into your issue and saw that you contacted Google Support on September 20, 2021. If you have any other questions regarding this issue, please reach out to the support team again and refer to your Case ID. Just a friendly reminder, your Case ID is: 3-3238000031523. 

[frances]

Hi All,

We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.