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Nest Hub Max has sudden black screen and nonresponsive

lesakelley
Community Member

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.? 

9 REPLIES 9

Azarco
Community Specialist
Community Specialist

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:

 

  1. At the back of your Google Nest Hub Max, unplug the power cord and wait for 10 seconds, then plug it back in and wait until the screen with the "G" logo shows up
  2. Repeat the first step, 10 more times.
  3. After you plug the power cord back in, wait for the device to reset. The device announces "Welcome to Google Home" to signify that it's ready for setup.

Let us know how it goes.

 

Best,

Alex

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.

I changed outlets ...also unplugged and plugged by in 11 plus times. Nothing has happened . The device acts dead-black screen and nothing else- Does not reset- No welcome to Google Home- Black screen only 
Thanks for you help.. any other suggestions?

 

Lesa

Azarco
Community Specialist
Community Specialist

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

78912
Community Member

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? 

lesakelley
Community Member

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. 

78912
Community Member

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?

Azarco
Community Specialist
Community Specialist

Hey lesakelley,

 

We appreciate the update. Have you had the chance to fill out the form? Also, thanks for chiming in 78912.

 

Regards,

Alex

lesakelley
Community Member

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

 

Princesss
Community Specialist
Community Specialist

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