Nest Hub black screen unresponsive

[Rdianco]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster:Christopher Torres 7084

My Nest Hub keeps going to a black screen after rebooting it. I unplug and re-plug it in, and have factory rebooted twice but it just keeps happening. I've had it for over a year and this has only just started about a week ago. 

[alfasub]

I have tried factory resetting my Google Hub more than 10 times. Countdown to 10 and than in goes back to white "G" on grey background. Changed outlets, router, etc and still is bricked with a G. Please RMA or create Case Id. Bought in May 2021 at Best Buy. Thanks.

[CulinaryCrafter]

I have a Gen 1 Google Home Nest tried every suggested way to reboot however my Nest is stuck with just the letter G. How do I proceed? 

[alfasub]

There is no other solution but replacement. Customer service will try to put responsibility on your part, alleging you may had an electrical outage or spike. Buy a different brand next time.

[Rufa]

Exactly! Buy a different brand with better quality! 

[Rufa]

Your device need professional reloading for firmware possibly! We have our screen deficiency which is nothing but bad update on Google behalf. There are thousands of owners who got same or different issue related to the same Nest. Since Nest have newer for sale at $229 .. suspicious activities are on the table, bad update and all of us will be forced to upgrade .. that what their customer service are offering. I got a discount on their new Nest which I really not looking for! I will end on this forum soon or later complaining. It's all about trust! Get you a different brand with quality .. Less than a year, seek a refund or replacement, you will possibly only get the later but it's the only alternative right now. 

[mhickman06]

I'm having the same issue and I have nest hub Max and they're all doing. It. Even got a new one and it's doing it. You keep saying thanks for contacting us. I'm sorry and all this stuff but the problem isn't getting fixed. What can you do? You're supposed to be a big tech company? This should be a really simple fix I would think. If not then recall them all give us our money back!

[Madcat]

Not sure if this is the same issue everyone else is having or maybe something completely different, but I had an issue while listening to podcasts or watching (long) videos on YouTube, after x minutes in (10 ? 15? didn't time it) the screen would go black. Touching it didn't do anything and it stayed black, but the music/podcast could still be heard.

I resolved it by

a) stopping what was playing (telling Google to stop playing)

b) in the app, going into Home > device > settings cog > display settings > display

I toggled my Screen Timeout OFF > ON > OFF as well as changing some other options (below, not sure if they make a difference or not) but this has fixed my issue (tested by leaving youtube playing videos for 2 hours)

Other settings:

Low light activation - DARK

During low light - SHOW CLOCK

Minimum Brightness -  DIM

Screen Timeout - OFF

Auto-brightness offset - NO ADJ

Colour Matching - AMBIENT ONLY

[Rufa]

Thanks for the hints, but settings didn't change anything in my device. My Nest screen just turn fussy, clear from sides but the middle square looks like changed focus. This happened after update, I have 2 other devices that didn't occur. But since I have purchased this one things were not in order, reset, reload, wifi issues etc. You got to be cautious, that these symptoms are first to show up before defect appear. I hope you are luckier than us. 

[Tyelm]

Here I just sent it in for a replacement. So far so good (no issues) but it's still early. Hoping this unit is better.

[Bobmccomb]

I have a brand new device and this happened one day one. Day three and it's back again. Didn't know this was an issue when I was considering the others in this segment. Very disappointing that it doesn't seem a fix is on the way?

[Sachiforever]

Get a replacement my 3rd replacement device it only happened twice so far.

[DAM_RN]

Wow Google, you'd think with so many complaints on the same issue for over a year, you'd have a SOLUTION by now. It's sad that your customer bases' concerns have gone unresolved.  

I'm having the same issue. Black screen in the middle of a Duo call. So frustrating.  Second device; Gen 2; rebooted several times now... guess I just have to wait for a solution to come.... if it ever does...

[Sachiforever]

I finally ran out of return attempts at best buy because the black screen happened on the 18th day after the 3rd replacement. Haha. My spouse is confused by why i wouldn't just return the thing and move on. I really want to stick to google but i did not buy this as a gift for my brother in law and cancelled my order just in time. Google is too big to care about the screen. I also ended up with a white device when i wanted to charcoal one 😞 

[Tyelm]

It's been a few weeks since I've gotten My RMA'd device, and the black screen issue happened. I've power cycled it and it's good again. While talking to support about a different issue in terms of billing I also let them know that the problem came back. The interesting thing is the customer service rep said they are aware of the issue and a fix should be coming in the coming months. They did not say what the issue was but I was led to believe that issue may be resolved by an update in the near future. I don't want to lead anyone astray here but that is what I was told while I was talking about another issue with the Google rep. Hopefully this is true only time will tell.

[Curve12]

I have a gen1 with a black (dark grey) screen with just a "G" on it. I've tried multiple outlets and many factory resets holding the volume down to get to the hold both button screen. No luck right back to black.

I tried the reset one time with volume UP for around 30sec, I got the dancing dots and it seemed like it might reboot but didn't .

[Ad2019]

Not cool. Worked Saturday night. Went to play the news Sunday am and saw it was black g screen. Unplugged and plugged back in several times. Plugged into a different outlet. Used a plug from my other hub. Nothing. Was not able to factory reset it either. Finally after I was able to figure out how to delete it from home app (help says to do it from speaker settings but… if it’s not recognized or connected how the eff can that even happen). After deleting I was able to get the factory reset option. So I reset it over and over it just goes into recovery mode. Unplugged for another few hours. Still nothing. It goes g to recovery mode to hold down to reset and back to g and repeat. I got this hub brand new from our security system last spring. Less than a year old. Generation 2. Never any issues. Liked it so much got a second for another room. Google help is not helpful. 

[Diegoval99]

My nest hub 2º Generation is doing the exact same thing, and I don't know how to contact for a replacement or another solution as it is not that easy to talk with someone for help... 

[Tyelm]

You can go to https://support.google.com/ and choose Nest and ask for a replacement there. Of course you need to go thru and follow the terms and conditions there.

[500daysofwinter]

I am having this same issue where I've attempted to reset a number of times and am not able to get past the black screen with the white G. Please let me know if there is a solution!

[Tyelm]

My replacement unit is now having the same problem after about 3 weeks of use. So it seems like it's a mass defective product. I did not have this issue with my smaller screen only the newer model and large hub. It's unfortunate they have put out so many defective products and they have not offered a software fix. It usually happens when I am watching Reuter's news. I have seen Cheddar news play very slowly. So I also wonder if it's a certain type of codec, but I doubt it as my first gen small screen unit worked just fine. I wish they fixed this whatever the cause of it may be. I'm very disappointed in this product because of it.

[pgmccrea]

Power outage last night. When the power came back, my 1st gen Home hub is stuck on gray screen with white G. I've tried factory reset by holding down both volume buttons and it goes through the reset countdown, but then right back to the white G. I've also tried the plug/unplug 11 times cycle. 

Please help! This device is the foundation of our household. 

[MarcoS22]

My Nest Hub 2nd Gen has also been completely unresponsive besides the light at the top when plugged in. Screen is completely black no matter what I’ve tried. I tried unplugging and waiting 10 seconds and then plugging back in 11 times. I tried manually factory resetting by holding the volume buttons at the back…still no response. Very upset because I use it to control my Google lights and other devices 😕

[Sachiforever]

Contact google device support for this device. Exchange or return, unless you got it from. Best buy or within the return period. Mine never stopped doing it. Recently got worse. I have to keep unplugging and restarting. Sucks. 

[Aboaden]

Our Google home gen 2 has just started to do this a well.  It is 11 months old.  I have tried the factory reset which worked for an evening and then it went back to getting stuck on the G screen which is now very faint.  I can’t make it reset again.  

[Tyelm]

It's seriously at a point Google needs to do a recall on this device. There are just too many people having issues. And the updates it has had has not fixed this issue. Even with my RMA'd device the outages have become more frequent. This device is clearly a lemon. My original Google Nest Hub, the small one never had these issues. How sad there is no option for us. This device is also considerably more expensive for something less reliable.

[Sachiforever]

Well said! It's ridiculous. I ordered as gifts for my family and then cancelled after my 3rd/4th device replacements were awful. It is not cheap and i was really trying to avoid having to resort to the Facebook devices but they really are doing well. Google hardware just isn't up to the mark. 

[Samier]

I have experienced the same issue with blank screen. Google has washed their hands of the issue.

I have raised this on twitter, please read and contribute your views here

https://twitter.com/samierpatel/status/1531497643356168192?t=csSy7bdv9KTi2J6NbpQCvA&s=19

[bauerat02]

I had this happen last year, and came back to see what the status of this issue was, and am shocked this is still going on today, and Google has no response.  Their updated software broke my device, and they take absolutely no responsibility and ask that we buy a new one.  Yeah right, this experience I will never buy another Google product again.  Their Customer Service is the worst.  I have been switching all Google product out for Sonos and Apple.  Much better hardware and Customer Service.  I suggest others do the same and vote with their wallet.  

[Samier]

Shameful behaviour from a big tech company that washes their hands when known issues arise with software hardware. I will be moving to sonos, apple and amazon.

Please reply to my tweet above. 

[DBesso]

My screen is blank as well from the moment I plug it in. I have done all the factory resets and it remains blank. Please advise. 

[Pkiou]

Same Here, please advise.

[Alex512]

What's the end result with the blackout issue? I have attempted the recovery steps suggested but these have all failed too. What do need to do to rectify this?

[Samier]

Nothing.

Google don't care.​ My hub was subject to a software update and stopped working thereafter.

Google washed their hands, claiming that since my product was past its 2 year warranty, they want me to throw away this product, not care about the environment and line their pockets with a replacement.

Can't say that I am not surprised. Negligent, irresponsible and acting like a tech giant with no morals.

Add your comments on my twitter. Maybe Google will respond if lots of ppl complain

https://twitter.com/madebygoogle/status/1531503232337334272?t=JSgRuOHdWefjoOyBA8o1qA&s=19

[Samier]

Google won't do anything.

Like apple they have built in obsolescence into the product forcing you to buy another unit. 

Get a twitter feed going. Attention is needed. Complain to regulators 

[Tyelm]

The resolve when you are in warranty is send it in, get a replacement, it works for a few months, and send it in again. That's where I'm at. It degrades over time to the point you can't see it. It's so sad how they're handling this situation.

[SoOverYou]

Hmm, maybe we should share these threads all over the internet, FB, all tech magazine reviews that have comment sections, with all vendors, the BBB and even news sites. People shouldn't be wasting their money on a product when it seems as if they are a test market. Google should have given this product away so people could review and test it. Then, crazy thought, they could use the feedback to improve the product. So far, the best solution I see is to leave reviews all around and go buy an Alexa.

[Samier]

Here is my twitter thread. Feel free to add your views and get ppl to to reply and like it. 

https://twitter.com/madebygoogle/status/1531503232337334272?t=JSgRuOHdWefjoOyBA8o1qA&s=19

[Dcervante13]

My google Nest Hub Max same issue with black screen, tried all the resets and troubleshooting, spoke to rep on chat , out of warranty so no luck, have amazon dot right next to it which was bought way before and still working, will switch to echo show. Even though their update killed my device , no responsibility is being taken.

[Tyelm]

I'm on my 3rd unit. We will see how this one lasts until it starts turning black screen again.

[Samier]

Any response google? You ignoring??