Nest Hub - green screen and not working

[Erne]

Hi all after a Google update the Google Nest hub display does not restart properly and it remain all green, impossible to connect to the wifi after, as suggested, I made a hard reset. It s only 2 years. Is there a way to roll back to the previous update by remote? 

[jenniffert]

Hi Erne,

Thanks for posting in the community! I'm sorry to hear that your Nest Hub is showing a green screen. I'd be happy to help.

To better investigate the situation, I’d like to ask the following:

• What generation of Nest Hub do you have? Here’s a helpful article about how to identify the model of your device.
• When did the behavior start?
• Are you able to access other options or control the Nest Hub without connecting to the network?
• Was the device dropped or knocked over?
• What is the firmware version of your Nest display?
• Would you mind sharing a picture of the Nest Hub screen?

Since you’ve mentioned that you performed a hard reset on the device, I’d like to confirm if you performed a restart or factory reset. In this case, I’d suggest checking the following:

• Confirm if the device is powered on by plugging it into a different power outlet and check if the lights come on.
• Make sure that you have performed properly the restart or factory reset by checking the following articles: Reboot Google Nest or Home speaker or display and Factory reset Google Nest or Home speakers or displays.

Please keep me posted.

Best regards,

Jenniffer

[Erne]

Thanks Jenniffer

it is  a Google Nest Hub .

It was really strange because we did find form a day to another with the green screen and suddenly we went online to check root cause. A factory reset was performed following some suggestions contained in other threads, but nothing happened and since then not able to connect to the internet as the screen is not anymore visible and for this reason not able to perform any actions suggested in your topic (eg . are you able to access other options or control the Nest Hub without connecting to the network?). 

We read somewhere that there was an important security update along that period and that on some devices the screen showed green as it happened for ours.

I suppose it happened at the beginning of July and since then we tried to reach out someone for assistance , but Google assistance being very poor in this case , apart from your intervention of course.

I can say that it was never knocked over and it is in a perfect state , no a single line on the screen or scratch on the body. I will leave here attached both the info required:

- firmware version 18.20240225.3.63

- firmware google cast 3.73.411796

i am not able to updload a screen photo from my device here as I am not entitled to uplodad photo.

I remain available for further need , awaiting for your response on these check that we could also perform by Video call or something like that.

Many thanks

Regards,

.

[jenniffert · Accepted solution]

Hi Erne,

I appreciate all the details you've provided. I apologize for all the inconvenience that this situation may have caused.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please keep me posted.

Best regards,

Jenniffer

[Erne]

Hi filled out your form. Went in contact with the higher support. It did not help at all to solve the issue. 

Also, the support provided in these thread is to make an hard reset and now because of the green screen I am not able to reconnect the device. I liked your support but the higher assistance is really poor.