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. 

[Tyelm]

My replacement device has been working flawlessly for some time now. Still no issue. But it was a warranty replacement.

[Blucas]

Hello everyone, it’s so frustrating to see I’m not the only one with this problem. I tried all the options to find a solution for my device but I can see it a fabric problem. How can I proceed for a solution with my device ?

[Rufa]

https://9to5google.com/2022/03/29/nest-hub-redesign-bootloop/  

My device got issues exactly on October 2021. The Google UI update killed many people devices! This is the main issue

[Popeye03]

Hello, my google nest hub gen2 is also having the same issue. I’ve performed the unplug 11 times method, the factory reset, The system does not boot beyond the G-logo and is unresponsive. Can you please offer further assistance?

[pvcrehab]

mine is doing the same. Tried all the methods to reset. Going in trashcan soon!

[antmoise]

I am experiencing the same error. I've tried both troubleshooting steps to no avail. 

[revit66]

None of this works on my home, it bricked itself overnight, only flashes the G even after doing what was posted here.

[samskiter]

Hey, this issue just happened to me on my hub gen2 and has happened approx once a month since getting the device. When should I expect this to be resolved? If it won't be resolved soon, when does my returns window close?

[dzg86]

I have the same issue with my google nest hub max, how can i resolve the problem???

[frances]

Hello @dzg86

Thanks 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: 3-2759000031850. 

[Patty373]

I am also having the black screen issue.  Seems like this is going on throughout the community.  Is Google going to provide a fix?

[Patty373]

I contacted Google and basically they said since it is out of warranty I would have to purchase a new one.  The declined to replace the defective hub.  Seems they just want to sell more units.

[Parky]

Oh well. Alexa it is, then. Thanks, Patty 373.

[frances]

Hi @Patty373

Thanks for reaching out. I apologize that your issue was unable to be resolved by the support team. I definitely understand your frustration. If you need more help, I would suggest contacting support one more time through that email as they are the only ones that can help you in this scenario. The support team has a more in-depth view of this situation. Just a reminder, your Case ID is: 1-6126000031460. 

I apologize for the inconvenience caused by this issue and situation.

[dzg86]

I know there is not a solution for everyone, but i change the language to spanish and it seems the problem disappear. Maybe it helps Google to fix the problem...

[dzg86]

I thought changing the language was a solution because it worked well for two days, but today my son was watching a youTube video, and the screen went black again...

[Patty373]

So how do we get Google/Nest to fix this problem??  From everything I have seen on this site and on the web in general, this has been going on for a couple,of years with no resolution!

[Patty373]

See my response above.  No joy from Google.

[Parky]

I too am having the unresponsive black screen. Again, it's resolved when rebooting but then after leaving it overnight, the black screen returns and it's unresponsive again. Might be nice if google acknowledged this and assured us someone is investigating it.

[frances]

Hello @Parky

Thanks for your post as well. 

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: 7-8924000032029. 

[Kenny1]

I have the same issue 

[Sachiforever]

I got a grey/white color one that was the only option at Bestbuy the 3rd time around (i really wanted the black/charcoal one for the kitchen, sigh). Let's see if this one works. 

[Marobe]

I'm having the same problem. Restarted/rebooted many times but still the same.

[frances]

Hello @Marobe

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: 6-6362000031704. 

[Sachiforever]

Get a replacement if you can. Google nest support will help, if you haven't tried already. 

[TomBevan]

I am also having the same problem… I’m so frustrated!

[frances]

Hello @TomBevan

Thanks for reaching out. 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: 7-3759000031492. 

[Cathy]

Same problem here. Is anyone having a resolution/response from google?? 

[frances]

Hello @Cathy

Thanks for your message. I looked into your issue and saw that you contacted Google Support on September 25, 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: 0-0600000031777. 

[Cathy]

Thanks Frances. 
Any idea how long we will need to wait until this is resolved? 2 months? 6 months? A year?? Perhaps google can refund us for the hubs we paid for that now no longer work? 
sorry, but simply allocating everyone a case number is not really fixing the problem. 

[frances]

Hi @Cathy

Thanks for your comments. I understand your frustration and appreciate your patience.

I made cases for everyone as that is the highest step of escalation I can do on my end. With a case made, it goes to the support team. Your cases goes into a queue and the support team will contact you and try to resolve this issue. I am not sure how long it will take as cases are taken over by the support team.

I apologize, once again, making cases is the most I can do, and ensures that the support team can look into your issue and help find a solution. 

[767fan]

I was commenting in another thread which Google mentioned something about a 'response', which I could not locate. Apart from them raising a case number, then locking the thread, there has been no other update or information. I have wiped both Google Hubs and thrown them in the bin.

[Kelly]

I am also having this issue! This device has hardly been used as we didn’t have wifi for a long period of time. 
I would like some rectification please. 

[frances]

Hello @Kelly

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: 7-1829000032013. 

[Jeren]

Hello @frances 

I have the same issue as the topic starter. After trying the factory reset method, it still does not work.

I only got the device this year.

Please advice on how to get it to work again.

Thank you.

[frances]

Hi Jeren,

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: 1-3789000031309. 

[JillBretz]

I am also having this same issue with my Google Nest Hub!! I have tried all of the options above with no luck! I would like help fixing the issue!!

[frances]

Hello @JillBretz

Thanks for reaching out. 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: 0-5223000031288. 

[JillBretz]

No one has contacted me regarding a way to fix this. It looks like you are giving everyone the same response. 
I feel like maybe the honest response would be that Google has no idea what is going on with their product? 
if there is a solution maybe posting it here, so everyone can see it and fix the problem!

[frances]

Hello @JillBretz

Thanks for your comment. I have been sending similar themed messages because the highest level I can escalate an issue is through making a case. That is why I have been making everyone a case and giving them their respective Case ID number.

When I create a case, it is so that the support team can jump in and provide more support as they have a more in-depth view of this situation. I do not know the exact solution they use, but they will contact you and try more troubleshooting to resolve the issue.

The support team is currently working as fast as they can through these cases. If you'd like, you can also contact them through this form and choose to email or do a live chat with them, and refer to your Case ID for more information regarding your case. Just a reminder, your Case ID is: 0-5223000031288.