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. 

[clfranchise]

Similar to everyone having the same issue. One day the screen just went black. Unplugged and reset and the screen comes back on for a little bit but then just continues to darken and darken until it’s black. Did the master reset as suggested and same thing after setting it back up again. Based on responses it seems like we’re just **bleep** out of luck?

[Stephane35]

Hello,

my turn to have black screen issue… 

I am surprised that google let this issue since several month without answer !

very satisfying by this device when it worked and now very disappointed …

[Stephane35]

I finally succeed to contact support and open a ticket.
And now I have a non-replacement notice because the warranty date it tells me has expired!
Problem, the end of warranty date that support gives me in response does not correspond to the date of purchase indicated on the invoice plus 2 years (for France).
I am now fighting for support and replacement ...

[Stephane35]

I got the final answer from google support France.
Despite indicating that the problem occurred within the warranty period, they claim that the ticket was opened 1 month later and they will not do anything for me!
Following an update that Google made on my perfectly functioning device that broke it and now they don't take responsibility for their mistake and leave me with a trash-safe device just because they broke the firmware!
Here's how Google France manages customers ...
I put below the original email in French (changing just my email)
______________________

De : <#########>
Date: ven. 24 déc. 2021 à 10:36
Subject: Votre demande d'assistance Google : numéro de dossier [0-############1712]
To: <stephane>

Bonjour Stéphane,

Merci pour votre prompt retour.

Tous nos appareils sont garantis deux ans (en France). Vous nous avez contactés le mardi 21 décembre 2021 pour nous faire part de votre situation, c'est-à-dire après l'expiration de la garantie de votre appareil Google Nest Hub.

Par conséquent, je suis au regret de vous informer que nous ne pouvons vous proposer un remplacement en l'occurrence.

Toute l'équipe de Google et moi-même nous tenons à votre disposition pour toute autre information ou assistance et vous souhaitons d'excellentes fêtes de fin d'année ! 

Pour information, votre numéro de demande est le 0-############1712. Si vous avez besoin d'aide supplémentaire, vous pouvez nous recontacter en nous indiquant cette référence ou répondre à cet e-mail pour rouvrir votre demande.

Vous avez une nouvelle question ? Vous trouverez ci-dessous différentes manières de nous recontacter.

Cordialement,
Geoffroy

L'équipe du service client Google Nest

[Amholm]

I am having this same issue. My hub was working just fine then one morning I woke up to a grey screen with a G in the center and it never loaded back up.

I've tried to factory reset, both ways, but it just stays in recovery mode. It will reset then go straight back to recovery mode. I don't know what else to do at this point

[rcveen]

I just contacted Google and after some tests they asked me to send it back to them for a swap
https://support.google.com/googlenest/contact/pre_chat_survey_googlenest?hl=en&cfsi=nest_support_lin...

[Rufa]

You stated a while ago just to contact customer support? Are you working for Google? Explain to us your responses?

[Rufa]

This product firmware and update that slowly kill your device is nothing new from Technical firms. But for Google, well .. good luck with authorities, and from public stand point, you can be assured the public never forgive or forget; Any device, service or even browser usage will get diminished with time. 

For me personally, I have plenty of Google devices but I'm burned out by so ignorant and delusional responses from people hired by Google to address this major issue on their Nest devices! You think anyone who posted here will ever try their luck again when they were left in the dark??? 

Anything made by Alphabet parent company, or their umbrellas shall and will be boycott by majority of users. The services of Google and the web in general made all that possible to be visible! 

Nest better stand by your product, protect, repair and fix your issues rathe than playing the dumb idiot who doesn't care! 

[ChristianATX]

This is exactly what is happening to mine. Never dropped always kept on bar top counter. Screen goes black and I even made a support case and was told I am out of warranty... The device is very expensive to replace.

[Rufa]

Their support line took over 3 hours to respond, they will value your warranty based on manufactured date and not purchase. They blame both dropping the device and electrical outage for the screen issue. 

I got advised by their support to buy the new Hub for $229! I prefer to buy the echo from Amazon for $54 as it's better investment and last really good comparing to their device. 

So far the nest hub is working as stand alone speaker, the fix is simple to replace the screen but they should be more initiative to provide screen replacement kit at reasonable price. It's a google family product says on the package, but doesn't seems they care about their family. 

In my field of expertise, Google devices have low esteem among purchasers and many are dropping their brand for lack of a real authentic support. Even their flagship phone Pixel is not that highly regarded as it was 5 years ago. 

I switched my browser to Opera two years ago, another annexing of Google product. These corporate only feel the pain when they lose market share! Let them share our disappointment 

[namit100]

Even I have the same problem that Google Nest screen is blackout, My device is under warranty but not able to get right support from Google Customer care.

[Karasz]

I am experiencing the same thing and have tried all steps listed. Do I get a case number too? I don’t have time to call in and find out that nothing can be done. Can you please just post a once and for all solution? 

[Rufa]

Unfortunately, there are no magic bullet. Either you change the screen by yourself or find a location that can do that for you, but possibly it will be more expensive than it should. A replacement screen cost about $32 in US. You need a heat gun to loosen the older bad screen. It's only a single flat cable! 

How long this new screen will last? We have no enough information! For me personally, I'm using the screen as a speaker. Not worth the changing nor I have time currently. But future purchases will go to Echo, Amazon stand behind their product and they are better build. 

[Toluko]

Welcome to the club been years now no final solution, and affected numbers on the rise.

This will be a video display no more, yes, now you have a $250 usd smart speaker

Videoconf? I suggest portal

[Peco2000]

Any updates about this issue? I m experiencing the same problem. And nothing seem to work. 

[scv_jennifer]

Hello,

I am also having the same issue. I rebooted it last night and it worked, but this morning it returned to the blank screen. I’ve tried several times to reboot but remains unresponsive.

[felipejb]

my google hub nest is on the black screen with the G logo. less than 3 months of use

tried the factory reset multiple times, but ot goes back to the same black screen with the G logo. tried to plug on a different power source, and got the same results

it ia frustrating that google cant help. i dont wa t an alexa, but it is hard to see another solution. plis, it talks in portuguese

again: less than 3 months. and i have no warrancy for this product in brazil. thanks, google

[Jessebennett]

Same trouble here. Google please hear us!

[Nemesis11]

Same my google hub max does the same thing. I suspect it was a software update. Followed the same reset and unplug 11x and still the same issue. Google please fix

[GD3]

My Nest Max has been here 3 days and every day it goes blank several times. If I can't it fixed in next couple of days its going back.

[dmartin]

I have the same issue with my Next Hub. It was off for a few months. Switched it on and there was a software update. Once the update was finished, the Hub restarted and all I get is a black screen. It is stuck on the black screen, does not matter how many times I switched it on and off. It was perfect before the update. Need help please. 

[GD3]

This might sound crazy but Google support suggested the I plug the Max into another outlet and it is acutually working much better, no blank screen over 2 days. I plugged back into the original outlet and blank within a few hours. So I moved it again and I'm still testing.

[te2022]

Interesting. However my smaller older hub never had a problem in this outlet. - My outlet sometimes can work for many days to blacking out once a day. To me it seems like a technical glitch than a power glitch. Mine never blacks out when I do not use it. It does however when it plays news videos. So It makes me think it has to do with more of a decoding video issue / gpu issue than power. Especially since my smaller hub had worked fine without issue.

[Sachiforever]

Did the plug work? I got my third replacement and it's ok so far.

[Sachiforever]

Does it work now??

[Sachiforever]

Did you get it resolved? 

[te2022]

Hi,

This is happening to my Nest Hub Max, my previous Google display (1st gen) never did this and it never did it in the same outlet. To me this item is defective. How do I get a replacement under warranty? Or are all these displays defective due to the high amount of folks stating they're having issues? How do I get one that works? What's the best support method?

[Sachiforever]

Did you get it to work? My third replacement finally works. 

[doc23doc23]

Same issue here. Tried multiple outlets. Have only had my 2nd gen for a month or so. Is there a fix for this???

[Sachiforever]

Return or replace?

[Sachiforever]

I got mine from Bestbuy so planning to return it asap. Trying to figure out whether to get the third replacement or just return and get a full refund. When i spoke to the google beat hub support on the phone they said if issue persists outside of the bestbuy return period they can replace the device. So. I dunno. Super disappointed. This item is too expensive to be defective. Google can do better. 

[davo579]

Hi,

I am having the same issue of having a unresponsive black screen on my nest home max hub 2nd Gen bought a little over a year ago. Tried rebooting , plugging and unplugging nothing seems to work , however microphone and google assistant works

[Sachiforever]

Hey, so I switched out the device for the third time from Bestbuy. Luckily it started happening while the 15 day return policy was in. While i didn't get the charcoal color i wanted and now have the white one, it seems to be working ok (fingers crossed). Google device support should be able to assist you, did you try contacting them? So sorry it's happening. So awful 😞

[davo579]

My unit was bought just over a year ago so might be outside warranty. Very disappointed

[Sachiforever]

Hey, I'd contact them anyway. This is a known device issue. Unfair to be held to warranty standards.

[roguecmdr]

I am  having the unresponsive black screen. It is resolved when rebooting but then after leaving it overnight, the black screen returns and it's unresponsive again. Its been factory reset, still no change. 

[Sachiforever]

Contact device support. If you can get the device replaced, do it. I had to change it from Best Buy and finally the 3rd replacement works.

[roguecmdr]

How do i get a hold of them i couldnt find contact info

[Sachiforever]

https://support.google.com/googlenest/gethelp?hl=en

I google google nest hub support and rhe link comes up. See above. Good luck!

[SimonIreland]

I have the same issue .. HAVE TRIED ALL SUGGESTED SOLUTIONS ... NO JOY! HELP PLEASE!