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New display - dead after update

Relly
Community Member

Hello,

just unwrapped a new google nest hub 2. Configured it with Home and afterwards it started to…update. Black screen, tried the 10 times unplug, finally restarted with continuous reboot after 1-2 minutes, tried a factory reset and back to black screen. Refusing to restart after the 10 unplugs attempt.

question: google, are you crazy ? You just bricked a brand new device with a faulty update.

how can I get my money back? Bought 2 from Germany for Black Friday, I am from Romania, a country that doesn’t exist for google as no official support exists here and we have to buy all our google devices from abroad.

16 REPLIES 16

Relly
Community Member

Tried again this morning, won’t start e

image.jpg

ven after 10 unplugs

Relly
Community Member

Google, where are youuuuu? What am I to do with my bricked new device?

Relly
Community Member

Another day, same question

Relly
Community Member

A new day, same brick now in a restart loop all night long!

google, can I build a house out of google Nest bricks? There are plenty around as a lot are complaining and nobody helps.

Relly
Community Member

My brick is doing just fine, restarting since yesterday.

Google, are you still making these pieces of cr*p? 

Relly
Community Member

A wonder has happened, this piece of garbage started, let’s see for how long.

Glad I still have my FB portals…working fine for more than 1 year with no reset

LE: 1 hour

image.jpg

later, random reset

Relly
Community Member

image.jpg

image.jpg

Juni
Community Specialist
Community Specialist

Hi Relly,

Thanks for posting here in the Google Nest Community.

That certainly hasn’t been easy for you. Let’s check what’s going on. Were you able to complete the setup process? Based on the image that you sent it appears that your Nest Hub 2nd gen is not connected to your network. What is its distance from your WiFi router? Make sure that its distance during setup is at least within 15 feet. You can check the helpful link below on how to properly setup your Nest Hub 2nd gen.

Set up your Google Nest or Home speaker or display

Let me know how it goes.

Regards,

Juni

Muddi
Community Specialist
Community Specialist

Hey Relly,

Chiming in, please note that there's no option to roll back the firmware version of your device. Regarding refunds, could you tell us when and where you purchased your device?

To further isolate network issues, please try setting up your device using a mobile hotspot. Please note that you will need two mobile devices for this setup (one will serve as a router and the other to be used to set up your Nest Hub (2nd gen).

Keep us posted.

Cheers,

Muddi

Relly
Community Member

Ok, reseted, restarted, reconnected to wifi, local time 21:47, working.

Will be back with later edit when it stops working again and I will also post copy of receipt.

Muddi
Community Specialist
Community Specialist

Hi Relly,

Thanks for the update. I'll keep this thread open for a while so we can monitor your device.

Cheers,

Muddi

Juni
Community Specialist
Community Specialist

Hi there,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have.
 

Regards,

Juni

Juni
Community Specialist
Community Specialist

Hello there,

 

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Thanks,

Juni

Relly
Community Member

Hello Juni, have you read all?

it is a brick and all started 3 minutes after first connecting it to google home WIRELESS and updating it. Then black screen, starting finally after 3 or 4 series of 10 unplugs, after restarting and reconnecting it works for 1 hour and resets itself, then network error and refuses to connect. It is not me or my wireless network, it is google’s faulty beta device sold as final product with faulty firmware. I have plenty of wireless devices and all work fine with my ASUS Zen wireless Ax meshes.

so, how can I get a refund or roll back firmware?

Relly
Community Member

Hello Juni,

indeed Google released a beta product and tried to fix bugs through firmware update. I joined preview programme hoping to get a fix through an update. It was updated and now works for 5 days.

I sincerely advice users against buying Google products as it fails to provide reliable devices (Stadia, Fitbit Ionic, etc). I payed 30 euros for a device that costed me more afterwards - the cost of lost hours when I could be productive and earn more than the 30 euros spent on this hub.

Juni
Community Specialist
Community Specialist

Hi Relly,

 

Thanks for keeping us in the loop and happy to hear that this has been sorted out. We appreciate people who are keen on sharing their thoughts with us. We're always looking for ways to improve. I'd suggest you submit feedback about it, here's how
 

I’ll keep this thread open for 1 more day. If you need further help, let me know.

 

Thanks,

Juni