08-15-2022 12:12 PM
My Nest hub max suddenly went black and is non responsive. I changed outlets-nothing..unplugged and reconnected 11 times as suggested. Nothing at all ..appears to be dead.?
08-15-2022 01:39 PM
Hey lesakelley,
Thanks for reaching out — let's see what's going on.
A few questions: was your device already in this state when you first discovered it? If not, were you in the middle of interacting with the device when it happened? If so, what were you trying to do? Also, did you unplug the device or was there a power outage shortly before you discovered this issue?
Give these steps a try:
Let us know how it goes.
Best,
Alex
08-15-2022 01:53 PM
The device was active and I had a recipe up on the device. It was working great as usual and then-boom sudden black screen? There was no power outage and my other google devices and my JBL hub are all working fine. So was not an internet issue.
08-15-2022 03:45 PM
Hi lesakelley,
Thanks for letting us know and we appreciate your efforts. We'd like to dig deeper into this, could you fill out this form and let us know once you're done?
Best,
Alex
08-16-2022 04:49 PM
The device with the black screen, can you still speak to it and get a response? If so and you just have a black screen but the verbal functions still work it could be a display failure. When you did the multiple reboots did you hear the start up sounds?
08-17-2022 08:29 AM
The device appears to be dead. Sudden black screen and then nothing . went through all processes plug-unplug etc. No sound ever - nothing but black screen.
08-17-2022 09:39 AM
Sounds like you do have a dead unit - for the sake of argument did you try and plug it into a different electrical outlet, and does the outlet you were using have power? Could the wall outlet have failed or circuit breaker have tripped?
08-17-2022 10:46 AM
Hey lesakelley,
We appreciate the update. Have you had the chance to fill out the form? Also, thanks for chiming in 78912.
Regards,
Alex
08-17-2022 07:04 PM
yes I did plug into a different hot outlet and yes the previous outlet does still work..Yes I did fill out the form as well..Thanks
Lesa Kelley
08-17-2022 11:21 PM
Hi lesakelley,
We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
Best,
Princess