09-01-2021 10:46 AM
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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.
09-01-2021 10:46 AM
09-02-2021 11:03 PM
I have tried this on two occasions and my screen is still unresponsive - this is frustrating as I also have 2 google mini devices and a google nest hub max. Can something be done about this? Thanks, Patrick Garcha - patrickgarcha@gmail.com
10-11-2021 03:13 PM
Hi @Patrick
Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 3, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 5-5349000031803. Thank you.
09-05-2021 08:03 PM
Same issue here. Done the unplug 11 times method, done the factory reset, done the check for update. Clock is displayed for a time and then generally the next morning it is a black screen and unresponsive.
10-11-2021 03:18 PM - edited 10-11-2021 03:18 PM
Hello @767fan
Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on September 17, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 3-9460000031412. Thank you.
09-07-2021 12:30 PM
Good evening,
I wish to report that i also am experiencing the black screen issue with my hub. I have attempted the recovery steps suggested but these have all failed to produce any results.
When attempting to place device into recovery mode i see a grey screen with white google G logo in centre. this remains for some time and does not progress.
When performing the 11 time power down for full reset i see again the grey screen with white google G in centre for a few seconds, this then loads to the standard start screen of white background with multicolour logo that animates etc and then simply loads in to a black screen.
The device is using the original PSU which is clean and unbroken. Has not been dropped or gotten wet.
In my experience this behavior is normally seen after a failed or incorrect OS/Security update is applied and cannot be rolled back.
If there are no other techniques that can be suggested, maybe you would be able to provide debugging or flashing software i may install on my chromebook or windows/linux/apple devices so that i may reflash the software to the device??
Any help you are able to offer is greatly appreciated.
Warmest Regards
W. Crawford
10-11-2021 03:20 PM
Hi @crawf99
Thank you for your message. I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 5-9157000031789.
10-31-2021 01:06 PM
This is exactly what is happening to my nest home. This started happening after I factory reset to try to fix it from crashing. Help
11-02-2021 11:04 AM
Hello @dfxgh
Thanks for trying to troubleshoot this issue.
I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 7-7772000031882.
11-05-2021 04:49 PM
You better get the Nest Gen 2. That is what Google wants all of us do. Should there is a REAL solution to the problem, they (or anybody) should have upload a video showing how to solve the "black screen issue", but it has been more than 8 months since the problem was reported, and they just answer the same thing over and over, so do not expect much form them. What I would have like they to do, is to give a credit (at least 40%) if you trade-in the OLD non-working device.
And once you get the Gen2, you should expect to see the same problem happening within a couple of years, before or right after they launch the Gen 3 😞
11-18-2021 02:53 PM - edited 11-18-2021 03:32 PM
Hi there, @UpsetCustomer,
Just wanted to check in with you. We appreciate the feedback, but wanted to see if you were experiencing this issue as well. If so, we can go ahead and make a case for you as well.
01-24-2022 09:00 PM
Gen 2 does the same tthing. This is my second device, first one did the aane black screen. Now this one does too. Haha. Joke's in us. Returning it.
12-23-2021 09:30 AM
Same last name (pretty weird) same frustrating problems. I could have written the message, sadly I have a carbon copy of the listed problems. Were you able to get a fix? I'm about ready to trash my unit and NOT get a Google replacement
01-07-2022 04:28 PM
I am experiencing the same issue with no resolution. Please help!
10-12-2021 08:44 AM
Hello everyone,
Apologies on the delayed follow up for some of our cases. Our team is working through these as quickly as they can and I've also passed along this feedback. Someone will follow up with you soon and I'll share more details as they become available.
Thank you for your patience.
02-19-2022 11:02 PM
I have the same gray screen/white g issue, no amount of resets fix it. Please set up a case.
04-29-2022 10:53 AM
I have the exact same issue. Please tell me how I can fix
11-14-2021 12:33 PM
Same issue here. I’ve tried the “new troubleshooting steps” a lot of time . But my nets always goes to black screen after rebooting it and unresponsive
11-18-2021 02:40 PM - edited 11-18-2021 03:31 PM
Hi @groovyaya,
Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on November 14, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 0-0265000032369. Thank you.
04-09-2022 07:21 AM
same issue
11-22-2021 06:31 AM
I experience the same issue..
when I reset the hub by taking the power cable out and putting on a song on Spotify .. it works for about 30 minutes and then it will shut down the music and go on black again.
The only way to resolve this is to take the power cable out again, reset and start again.
I don't think this should be the case... Google please help
11-22-2021 10:42 AM
Hello @rcveen
Thank you for your message. I looked into your issue and saw that you contacted Google Support on November 22, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 3-9048000031741.
12-13-2021 09:28 AM
It's a shame that this is such a common problem that many of us need to keep fixing. I feel like we paid to test your products and provide feedback until you can get them to a consistently reliable level. This is by far one of the most unreliable products we have ever purchased. We thought a giant corporation such as Google would have a much better product. I feel like we could ask Alexa how to resolve the issues and get better answers. I'm so tired of, sorry I don't know how to help with that". .
01-24-2022 08:58 PM
Good point. I got a replacement for the issue and the same thing is happening!! Returning this.
12-18-2021 11:55 AM
Hi
I wish to report that i also am experiencing the black screen issue with my hub. I have attempted the recovery steps suggested but these have all failed to produce any results.
When attempting to place device into recovery mode i see a grey screen with white google G logo in centre. this remains for some time and does not progress.
12-25-2021 07:39 PM
I just purchased a Google Nest Hub Max for my wife for Christmas, connected to my account and the device was working - - for about an hour. Then, the device disconnected from my wifi. I reconnected and all was fine until the unit went black and will not now power on. I tried unplugging the device, plugging the device into a new outlet, and the Factory Data reset (volume up/down) all to no avail. I am using the factory power supply. All I have now is an apparently dead device.
How can I get a replacement device? I ordered through the Google Store.
01-07-2022 11:37 AM
I moved my power adapter to a different outlet and my 1st gen NEST HUB won't go past the Grey screen with G in the middle. I factory reset in recovery mode like you said and it still won't start back up
01-09-2022 12:21 PM
The G never appears, the screen stays blank
01-13-2022 05:00 AM
I don’t understand any of these instructions
01-24-2022 06:57 PM
I can only see the gray screen with the white G. Nothing I try works to change this screen.
Please help! I am so disappointed my hub only worked for 1.5 years then basically died. I can't believe how many people are having this issue.
01-24-2022 08:56 PM
I returned the first 2nd gen hub and got a replacement. The second one does the same thing. None of these work arounds help.
02-07-2022 02:49 AM
Wait, so you're advising to do 11 factory resets in succession? 11?
Please explain why.
02-11-2022 05:46 AM
From reading all the post you and others have provided you can only make a "case" and that is the most you as an agent can do. So then me as a mgr I'm asking for your supervisor or manager to get involved to escalate this issue above just a "case". This is not a one or two problem devices. Where I work this would be a top one or two priority. I understand this little company has limited resources but so do many consumers and we can allocate our dollars to a different platform.
02-11-2022 06:41 AM
Agrees. Returning seems to be the only option. The third replacement I got from Bestbuy is still getting the black screen on duo calls. My husband is done and refuses any more exchanges.
02-12-2022 08:10 AM
How do we get a case number?
02-12-2022 08:56 AM
You have to email support or call Google support at ############17
02-12-2022 09:15 AM
02-22-2022 09:40 PM
I have tried all of these options and nothing is working. The factory reset actually doesn’t even do so. Who do I contact for help please. Thank you.
03-05-2022 02:19 PM
I just got my Google Nest Max Hub YESTERDAY and it only took 2 hours before a black screen. I have been following the reset / factory reset instructions all day and NOTHING. This is not good!!! This device is BRAND NEW (less than 24 hours since delivery) and it is already malfunctioning. I like Google products but this.... this will make me switch to Apple and I DON'T LIKE APPLE PRODUCTS!!