Nest hub screen black and unresponsive

[Mcmyers]

My nest hub is lighting up a black screen, the brightness has never been touched. I’ve unplugged it and plugged it back in multiple times and it’s not working. I even tried to factory reset it and it won’t factory reset. I know it’s not the lights because when I plug it in it does the google booting up thing but after a few minutes it goes back to that black screen.

[Ashepherdson]

When you try to factory reset it, what exactly happens? Many people are not holding the button down long enough, 15 seconds at least, and also you may need to unplug the device a few times before factory resetting(dont ask me why, im just a community member, but it does seem to do the trick)

[Mcmyers]

Nothing happens when I try to factory reset it… I have held it for definitely 10-20 seconds each time. Thanks for trying to help though!

[ai]

Hello Mcmyers, 

Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. For reference, your case number is 1-3193000031877.
Kindly,
Ai

[frances]

Hi All,

I have not received any new responses, so I'll go ahead and lock this thread. As always, if you have any other questions or concerns, please feel free to start a new thread and we'll be happy to help.