Black Screen on 2nd Gen Nest HUB

[mytrinismile]

my google nest hub 2nd gen screen went black, and now I can't even access the pairing code after a reset which your community website suggested I do, and yes it's the original charging cable and I have tried a different outlet - screen is still black.  So now it's just an unusable brick, please help.

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[mytrinismile]

my google nest hub 2nd gen screen went black, and now I can't even access the pairing code after a reset which your community website suggested I do.  So now it's just an unusable brick, please help!!!!

[jenniffert]

Hi @mytrinismile 

Thanks for reaching out here in the community! I understand that your Google Nest Hub (2nd gen) screen is black and you can't access the pairing code despite trying various fixes. I know how important it is for you to be able to use your device as usual, and I'll do my best to help you solve this issue as soon as possible.

I appreciate all the efforts in trying to resolve this situation. To better assist you, I'd like to ask the following:

• When did the behavior start?
• Was the device dropped or knocked over?
• Would you mind sharing a picture of the Google Nest display screen?

Keep me posted.

Best regards,

Jenniffer

[mytrinismile]

Hi @jenniffert please see my responses to you below :

1. on Thursday evening, I was out for the day and when I came home noticed the screen was black

2. No

3. Sure see below 

this is what you see when it first comes on, black screen with small white lines on either sideThen as it powers up, you see this for a while before it starts fading to black again (at least that's what it did the previous time) I put it on and off for picture purposes for you

[jenniffert]

Hi @mytrinismile,

Thanks for following up!

I appreciate all the information you provided. This definitely helps to move the case forward in order to get a resolution. 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.

Keep me posted.

Best regards,

Jenniffer

[mytrinismile]

@jenniffert done

[jenniffert]

Hi @mytrinismile,

Thanks for your prompt reply, and I'm sorry for the delayed response!

After reviewing the information, we received your form, but it seems some information is missing. To ensure we can assist you promptly, kindly resubmit the form via the provided link. Be sure to include the thread link for reference, and please let me know once it's completed.

Keep me updated.

Best regards,

Jenniffer

[zebbing]

Hi Everyone, 

I believe most of the hub users have this common issue whereby the screen is having black lines and subsequently turning into black screen. Any idea on how to fix this? I have submit and filled out the form but has not received any form of response from Google. 

Any help would be appreciated!

[jenniffert]

Hi @zebbing,

Thanks for reaching out here in the community! I understand you haven't heard back from our support team since submitting the form about your Google Nest Hub showing black lines and turning black. Help is here!

After reviewing the information, we received your form, but it seems some information is missing. To help us assist you more efficiently, please fill out this form again. Be sure to include the thread link for reference, and please let me know once it's completed.

Keep me posted.

Best regards,

Jenniffer

[Bawsross]

My nest hub just keeps going black screen after about 30 minutes. I have unplugeed many times, reset, etc. It starts working again then goes black screen again. How to fix this? The thing has barely been used.

[JillG]

Hi @Bawsross 

Does the device wake when you touch the screen or when you try "okay Google"?

Are you using the original power supply that came with the Hub? 

If so, and you can't resolve with full factory resets you may want to reach out to support directly.

Factory reset Google Nest or Home speakers or displays - Google Nest Help 

Contact Us - Google Nest Help 

[Bawsross]

Yes sing the original power supply. As I said it’s barely been used.

[JillG]

Okay, got it. I would suggest contacting support via the form I linked in the previous post then.