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Nest going black

Wendylish
Community Member

I have 2  Google home hubs. Since the update I keep getting a black screen or the twirling 4 dots in the middle.  I have done several reboots and resets.  Both screens failed at the same time.  It seems to come back on if I just display the clock but with photos it stays black after displaying for about 2 mins.  Then doesn't work without a factory reset.  It is unusual for both hubs to fail at the same time.  We have also reset our WiFi

9 REPLIES 9

Alex_S
Community Specialist
Community Specialist

Hi Wendylish,

 

I’m sorry to hear about the trouble you’re experiencing with your Google Nest Hub devices. Let’s further look into it. Kindly share a video showing this behavior. Also, provide the Cast firmware version and Software (Fuchsia) version of both your Google Nest Hub devices. Swipe up from the bottom of the display’s screen > Settings > Device information.


Regards,
Alex

Wendylish
Community Member

Devices

 

Google Nest Hub

 

Google Next Hub Max

 

Symptoms

  • The screen goes black
    • This happens after anywhere from a couple of minutes to several hours
  • Once the screen is black:
    • Swiping has no effect
    • Google assistant:
      • responds & answers questions
      • controls other devices
      • will not play BBC sounds (unable to play on this device)
      • will not play Spotify  (unable to play on this device)
    • The screen remains black during these operations and cannot be restored
  • The devices occasionally start working after a random period of time
    • Both devices do this at different times
    • The devices eventually fail again with the black screen
  • Rebooting the device at this point
    • During the boot process, the four coloured spinning dots are displayed indefinitely
  • Factory reset
    • Fixes the problem for a while but then the black screen is displayed again, and the process repeats itself

Other Information

  • Internet and Wifi
    • Both good, tested using the Google Home app
    • Other devices on the network work fine
  • We were away from the residence for a 6 week period
    • Started failing after we returned
    • New firmware was released during this period (27 Sept 2023)
    • The Google Home app received several notifications that the camera was offline during our final week the last few days of Sept and early Oct. We returned on 6th October to the problems with iWe have Nest front door bell that is not having any problems at allScreenshot_20231015-132155.png

      Screenshot_20231015-132229.png

Alex_S
Community Specialist
Community Specialist

Hi there,

 

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.


Best,
Alex

Alex_S
Community Specialist
Community Specialist

Hey Wendylish,
 

We haven’t seen your form submission come through—were you able to access it alright? Let us know if you’re running into trouble or still need our help.


Best regards,
Alex

Wendylish
Community Member

Thank you for checking.  They are both still randomly working and not working and different degrees of not working.  I have just given one to my son for 3 days because his 3 are fine to see if it still does it there.  On Sunday we will submit the form when we get them back

Alex_S
Community Specialist
Community Specialist

Hello there,

 

Gotcha. I’ll wait for your update then. 


Warmly,
Alex

I Have been battling this issue for weeks. And customer support basically repeat that they cannot do anything... at one point a unit replacement was on the table... but this is NOT a hardware issue.

I have been working on this issues for more hours than a full time QA at this point, and its Unnacceptable, the fact that we cannot force a reinstall of all firmware or regress to older versions is violating any and all kinds of Basic Software Service. Recovery mode is basically doing nothing, and no power cycles have worked, i have since the issue started read 100s of threads, and there are absolutely nothing left to try that i havent already tried. I have a question for you Wendylish, does your router appear on this list:



  • TPLink Archer C7 v1 eller v2
  • Netgear R6100, 6200 eller 6300
  • Asus RT_AC66U eller RT_AC68W
  • Buffalo WZR_D1800H

    I ask because there is a different issue with 5GHz updates slowing : See this for more info 

    While this is not the issue i experience directly my Router is actually on the list, but I am using 2.4GHz for more stability on an unpopulated channel.

    I also completely restructured my network infrastructure so my ArcherC7 Doesn't do any DHCP but only work as an Access Point and manage my Wi-Fi. I also rebooted ALL my networking decvices switches etc. clearing all caches in the process. I made sure its not isolated Wifi and that I am nolonger using Subnetting for them I also assigned my devices to a Static IP outside the DHCP service pool within the same \24 networking on a 255.255.255.0 mask, I have a direct passthrough of IPv6 from the ISP, and I have likewise also powercycled the units for 11- 16 consecutive power outs. I have tried adding a BRAND NEW Hub 2nd gen to my home, which i borrowed from my parrents, because of a pending unit swap in Poland's Google Store Warehouse, but within hours of adding the new mint condition Hub 2nd gen i had 2 useless ornaments. 

    At some point during all this i have cleared ALL google app cashes. I have reinstalled the Google Home App, in that process, I have delted the "home", I have reinstalled and reconfigured the Nest App, I have kept the devices off power for over a night etc.
    Curiously every time i plug it back in after a factory reset, and complete the configuration I run into this problem:
    See this link please. 
    It only shows the curated art, now i have no clue IF this was in fact tha magical solution, but... it seems the only time these panels came back was after i send a feedback on the nest hub with the exact match described in the post in that thread "GHT3 Missing pages on Nest Hub".
    You should check out the link above for the detailed guide, and also subscribe to the thread in case you forget the code... or something.

    I am not sure what happened, but eventually the unit I borrowed came back and functioned from last monday evening to wednsday evening. When I came home it was back to being broken that evening.
    Now i tried to re-plug in my own which i had unplugged due to superstition of it maybe breaking the now working hub, but since it stopped working i might as well try, now this worked... until today at 16:15 when i was looking at the hub, and i observed in real time something very odd and something new i had not seen before...
    The wifi connection briefly broke, i was trying to search for some stuff with Ai for my thesis and it was very slow, and then the borrowed device started to make noise, as my own got a DC, then what happened was that it started reconnecting as normal, but... it failed, and now all of a sudden it asked me to add my google account to google home or log in using the google home app etc. Very odd, indeed. So what did i do i tried every thing to not reboot the device because i was quite confident it would go back to breaking and not boot up if i rebooted. displaying the infinite loading you describe as well. But after i had rebooted all networking devices etc. i had no choice but to reboot, and sure enough it broke. Now i cannot do a factory reset and have it work, i cannot do the 11 power cycles, and it just keeps unsetting the display and going back after i re-set to factory lack all the GHT3 Panels and then exactly after 2 minutes of idle the screen breaks. There are no indications of any updates, and i have tried toggling developer mode for both apps phones, nest hubs, and public previews etc. nothing will update. My Nest Hub 2 worked more or less flawlessly with just minor annoyances for 9 months, never have kids they say but this deffinitely counts for incubating nest hub bug babies.
    To me the nest hub is my aid tool, It is my external cognition, without it I am truly disabled from time to time, I am so fortunate we live in the age if IFTs but i think "He/god" hate's me at this point, idk, i am not really religous and i don't really care for it, but the point is i am quite unlucky, this is a very fragile time of my life, and i am on my very last attempt at finishing my masters degree after 8 years of struggle and 22 years of consecutive schooling with exception of the last year where i was on a sick leave due to stress, etc. so when I say its important for me and I have tried ABSOLUTELY EVERYTHING as a full time job, i am not joking i am as dead serious as i can be.


    And Google seems to not quite fully take their responsibility seriously. If pushed firmware updates or released products like this i'd be FIRED for incompetency. Somewhere someone cheaped out on development, costumer support, unit tests, quality assurance and quality control, resources all together. The inability to revert to earlier firmware and or reinstall current releases on demand, the lack of remote tech-support, is inexcusible when your company name is Google LTD. Especially since the nest hub has risen in pricing. This is not a price point that is validated with a product prune to breaking in a gazillion of ways, a forum to handle most of the customer support cases, and the same standard reply to factory reset, which only clears the configuration not the firmware updates etc. and everywhere you look people repeatedly says this doesn't fix their issues with their devices, and  when you google it and find reddit you find people saying these issues are not even new but known or reappering throughout the past 2-3 years. I am genuinely starting to think someone has decided at google that they don't care, as long as they are selling hardware. The Nest Hub family has more issues than a development kit in alpha development. And it's really staring to show across google products, and I can't believe i say this, but i am heavily considering swapping to Apple and Amazon, and using Bing search in the future... Google is currently making the same mistakes Nokia did and you can watch it in real time. I am personally very close to give up, but if you find a solution i would love to hear it. At least the best help i can provide is the GHT3 panel thing. maybe. One more thing, i have noticed casting and media to the nest hub as well as playing radio with TuneIn, and playing music with spotify through rutines and task since the update a few weeks ago seem to happen in close proximity with the unset events. And i have seen the screen go black and become irresponsive and then come back maybe for a few minutes before going black again. Yep i think thats about all i know about the situation.

    Good luck I hope you will have more luck than I.

I would like to follow up, firstly I forgot to mention that I also tried to move the Nest Hub unit which is mine, and I'm the process moved it to a different power outlet just to be sure. Which obv. Didn't have any effect, but I forgot to mention that.

Today I somehow got my own Nest Hub to work again, but I am not sure for how long, my parents went by today for a 2 minute visit, and they were witnesses to seeing the infinite dots end, but I knew it wasn't good, as the panels were missing and sure enough they were also witness to the screen going black, this happened on their Nest Hub.

 

After a few hours of sparring with Chat GPT-3.5 I went to watch some Formula 1 Sprint qualifying on the TV, and I somehow needed to reboot my own Nest Hub, and it rebooted properly with all panels and it's to my knowledge still working. Now curiously it's not using the IP address I Reserved for it in the static lease pool, and this confuses me. Yet it still works fine. I went to the kitchen to try the same on my parents unit, as their conditions since last factory reset and configuration were identical, but curiously my parents Nest Hub didn't boot and is stuck in the infinite dots loop. The only difference I can possibly think of is the radio cast event that I had earlier in the day, which briefly had a screen shown on it, but then went black and I thought nothing of it this seemed symptomatic for the condition. Yet later when I then rebooted it it worked. I did. Mess with the network bands, and I think it is important to note that Ch 1, 6 and 11 for instance are not interfering with each other so of your neighbour is using Chanel 1 or 6 do not use 2-5 , you can use 1 or 6 as long as your neighbour isn't using that channel. Also Ch 14 works like this, amd for 5GHz 36 40 44 and 48 are complimentary channels like 2.4GHz's 1,6,11,14.  In case you are messing with the channels wherever you live. I am slowly considering the most likely cause to be a bug in the firmware that causes certain third party apps and plugins to call the Garbage collector on the ght3 panels removing the pointers. Which requires the apps to reinstall somehow. It could also be a memory leak, but I think it's very clearly linked to the missing GHT3 panels in some way, and it doesn't look like it's a network issue. My Archer C7 is hardware version 4.0 so it's not related to the other issue, but I have noticed that Google assistant is appearing slowed as if either the network connection is lost, packets are not received or there is a stack overflow or memory leak. Causing the nest Hub's apps and I built software to Crash, this seems in assistant resonse with the line: "an error has occurred"/"something  went wrong" appears to be linked to the crashes, if it is a dropped packet then it might be causing a memory leak, as I see no indication of an update running in terms of the LED. And finally I think there is a very real possibility that this happens when either media is played from a third-party, or a rutine fails to execute the media functions as intended. It could for example be the recent firmware update being extremely vulnerable to TuneIn specifically or, the requirements of rutines to operate within a specific time frame for media through the in-built apps. I am going to try to test it simply by having the media stop within short amount of time. I should mention the Nest Hub belonong to my parents went black while my parents saw me ask for the command "hey Google, play an episode of good mythical morning on YouTube" I asked it in Danish, but I doubt it would be different with English for example. So clearly when the panels are missing or just one of them are missing and the media control is executed with Voce commands and rutine commands this breaks the software instance. So I have no clue, but this is very likely an issue related to the use of inbuilt media and Casting. When I cancelled the radio on my own earlier I did so by changing the device to the one on the kitchen belonging to my parents. And so it might have cleared the volatile memory with pointers and critical steaming data. So I think there is merit to say it's a fatal bug in the os or firmware that deals with the eventuality of panels missing and instructions to navigate using the screen by voice  commands. But that is as far as my theory goes.

Alex_S
Community Specialist
Community Specialist

Hey there,

 

Wendylish, we got your form—thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there so the team can further assist you. If you have other questions or concerns aside from this, let me know.

 

Mrexillion, that certainly hasn’t been easy for you. Since a support specialist is already working on your case, it’s best to keep going with the case so they can provide a resolution.


Regards,
Alex