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. 

[KSals]

I am also having this same issue with my Google Nest Hub Gen 2.I have tried all of the options above but nothing is helping.

[frances]

Hello @KSals

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: 9-3565000031971. 

[Chop_juice]

Same issue. Google, raise a case.

[frances]

Hello @Chop_juice

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: 2-5404000031901. 

[NewOrleans]

My screen just went black two days ago. I have tried resetting several times but nothing.

[frances]

Hello @NewOrleans

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: 5-1989000032171. 

[BriLam]

Jumping on the bandwagon. My Nest Hub went black this week with no response to any of the above suggested methods. Please advise.

[frances]

Hello @BriLam

Thanks for your message. I looked into your issue and saw that you contacted Google Support on October 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: 6-7693000031816. 

[Jeffwill]

Has anyone had any luck having this fixed? I was trying to set up a new hub out of box and am having this issue.

[frances]

Hi @Jeffwill

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: 5-6089000031871. 

[KenH]

Frances - same problem on my Google hub.  No resolution with resets for me.  Can I have a case ID?

Thx

[frances]

Hi @KenH

Thanks for reaching out 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: 7-8073000031966. 

[kawichic]

I purchased my Nest Hub under a year ago and noticed the black screen earlier.  Thought it was in sleep mode because it's in my bedroom (which I only come in when it's time for bed basically).  It's got the original PCU.  Everything, physically, is like I bought it yesterday.  I followed the reboot (11 times plug in/out) steps and nothing.  Well, I got the G at start-up but then black again.  This isn't even a full year old.  I expect better quality from Google products (I'm on my 2nd Pixel - upgraded).  I'm pretty disappointed.  Anyone else have any other tips or tricks??

[kawichic]

Just checked my purchase date from Best Buy.  Bought this Dec 14, 2020.  Hope Google or someone resolves this before then.  

[frances]

Hello @kawichic

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: 3-5063000031447. 

Also, feel free to fill out this form for additional assistance.

[Stefanb]

I also have the exact same problem with the nest hub. We invested into this to create a home network, by the lack of support others have had from Google I think it might be time to put in a claim against Google for either, selling goods which they know go faulty after the warranty expired, for selling goods without explanation of the issue which occurs (see trading standards) or trying to profiteer of customers by creating a bug which they cannot fix. Either way unless there is a way to fix this I would a new product or a full refund. Frances I appreciate this is the highest you are able to go, but there is someone at Google who can look into this. It would be interesting to know when people products have started to go wrong. Mines is 1 month after the warranty has ran out...

[JillBretz]

I just got off the phone with support. They were no help at all. She blamed the problem on my phone and my internet provider. I have an iPhone 13, just for reference. After spending over one hour on the phone with Faith Joy, I ended up hanging up on her. Again, with no help on how to fix the problem!!

[James]

Hi @Stefanb, 

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: 0-4914000032126

[cleggy86]

I am also having this same issue with my Google Nest Hub. I have tried all of the options above with no luck is it possible to obtain some assistance in resolving this issue 

thanks

[James]

Hi @cleggy86,

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on November 5, 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: 1-5652000031500. Thank you.

[fckggl]

So any news on this? Any fix? Seems like the stupid Fucia OS totally trashed my nest hub....

[James]

Hi @fckggl, 

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: 5-0522000032031.

[Leaguegirl77]

Same issue here. Only bought it a few weeks ago and am extremely disappointed that there’s no resolution. Will be taking this further and escalating outside of google. 

the cheap Lenovo version I bought over a year ago is still working fine! 

[James]

Hi @Leaguegirl77,

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: 7-6527000032378.

[JK1]

Well one more for the black screen and disconnect from wifi, will not connect did all the reboot reset I can stand nothing and black out over and over 

[James]

Hi @JK1,

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: 2-2182000031767.

[Rufa]

So James, you got paid to issue Case ID's? So this is how Google work very hard to address their products quality? I have the same issue as others? Am I going to get only Case ID with no point of having? Tell, us what is the next step after issue such important ID? Please?

[RickyMtz]

Mine is doing the exact same thing. It started last week, it works again when I disconnect and connect it, but only for a few hours then it goes back to the black screen with no response.

[James]

Hi @RickyMtz,

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: 6-7010000031579.

[Laureltoh]

Hi,

My Google Nest hub has been unresponsive and stuck at the black screen with G logo despite rebooting and doing the 11 times resetting to factory settings.

Please help.

[James]

Hi @Laureltoh,

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: 8-6672000032030.

[Juliano]

Hello.

I'm facing the same issues with a Nest Hub Max, 1st gen.

We've noticed some instability in the past months, and today the screen froze on Spotify. After a factory reset it is caught up in the black screen issue.

Hey Frances! Can I get a ticket too, please?

Thanks

[JillBretz]

Hi Juliano,

Just thought I would give you a heads up. Even if Frances gives you a number, doesn’t mean Google will do anything for you. I spent over an hour on the phone with them with no luck!

[James]

Hi @Juliano,

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: 1-1649000031744.

[JK1]

Ok so is someone from the company going to address this, there was clearly a bad update or something to trigger this many devices, I have this in my mothers home so I can make adjustments for her, she could barely use it when it worked, this is a potential life threatening issue if where to fail on a cold day, can you please advise or send a solution.

[fckggl]

I would suggest to everyone who is affected to drop a mail to The Verge, or another major media outlet of your choice. Maybe if we sent enough emails so that a big news outlet like them or similar takes a looks and makes a noise, only then would Google MAYBE try to fix the devices that they brick with the Fucisia OS update.... 

Otherwise the message so far has be loud and clear - we bricked your device via the software update that we sent, if you're out of warranty - tough luck, buy a new one to pad our bottom line. 

[Rufa]

Agree! But better take the case to authorities .. Class cases from experience render advocate firms rich while the public get nothing noticeable from! Google is a big fish and can afford to get a refund for everyone with defect device. 

[insanenuts]

I am having the same issue, when I play youtube video on the hub max, the screen will black out and the audio is still playing. sookinsanenuts@gmail.com

[James]

Hi @insanenuts,

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: 4-9319000031687.

[Meek47]

I am having the same issue. I have tried the resets and still no power, black screen. I am using the original power cable and  there has been no damage. The the device just stopped working and it’s less than 1 year old