Screen goes black during video playback

[JacarandaHill]

Our nest hub max screen goes black during video playback. The touch response seems to still be working back nothing shows on the screen.

This has been during YouTube videos or watching sports on kayo.

Only way I get it to work again is by doing a power cycle.

[Princesss]

Hi JacarandaHill,

Thanks for letting us know about this.

Sorry to hear about your experience on using your Google Nest Hub Max. I'd like to know more details about this by answering these questions:

• Are you using the original power cable of the Google Nest Hub Max?
• Is it directly plugged in to a power source/outlet?
• Aside from YouTube, do you also experience this on other apps, like Netflix or playing media from different music provider?

Let's go ahead and perform a complete reset and set up the speaker by following the set up guide. As soon as it is completely set up, monitor the device's behavior and let's see if the reset work.

Keep us posted.

Best,

Princess

[JacarandaHill]

Hi princess

I have done the reset and them watched about an hour of YouTube, then the screen went black again. The touch screen still responded, but no picture on the screen.

The power plug is the one that was supplied. Video goes black when watching kayo sports too.

[Jake]

Hey all,

Sorry for the late reply. I wanted to follow up and see if you are still in need of any help with your screen going black? I understand that is not ideal. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Jake]

Hey all,

I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[GailGGG]

I have the same issue. It happens when I am casting from my phone to the Max via my cable provider as well as when listening to music on Youtube. I bought my GHMax in 9/21. Very frustrating. I use the original cord plugged directly into the wall. This has been going on for months.

[Sergiu1]

Hi,

I performed a complete reset and nothing changed. The same issue. The display goes black when playing youtube specifically.

Please advise.

[hannahfg]

also having the same issue. screen is black when playing youtube and we don't get the audio either. have performed numerous resets.

[Juni]

Hi folks,

Hi Sergiu1 and hannahfg, thanks for posting. A few things: does the Nest Hub Max recover on its own or do you need to reboot? Does the screen freeze before the screen turns black? Does it respond to any buttons (volume up/down, mic mute) after it goes black?

If you have other video providers linked, let’s isolate the issue further by playing them and observe if the issue remains.

Looking forward to your responses.

Thanks,

Juni

[Meauxse]

Juni,

Full freeze on my side - have to pull plug to reset.

[davydavidoff]

Mine does not freeze, you can still hear video sound and change the volume. Just no visual, and I have to reboot by unplugging

[Lordonairgallow]

Same for me

[Sergiu1]

Hi, @Juni Thanks for your message. The issue was with YouTube play only. The screen didn’t freeze. It responded and could move to any other screen, including Netflix. Also, it could play music.
I’ve tried multiple resets and reboots, but it helped the unplug. I pulled the plug and kept the device unplugged for one hour. When I plugged it back, it worked. I’ve read on a google result source that unplugging and keeping it unplugged for a couple of hours helps to remove glitches. It worked. Thanks anyway.

[Princesss]

Hi everyone,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.

Best,

Princess

[Dan_A]

Hey there,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Regards,

Dan

[Lordonairgallow]

Yh just the screen goes black and unresponsive to touch. The volume buttons work but it does not recover by itself so I normally unplug the power to reboot.

[Juni]

Hi folks,

Thanks for the feedback Sergiu1 and dagent23.

@Meauxse, @davydavidoff and @Lordonairgallow thanks for the responses. Try the steps Sergiu1 shared and observe if it will work on your end.

Keep me posted.

Thanks,

Juni

[dagent23]

I have the same problem. I just bought it two days ago. Should I return the device? 

[dagent23]

I returned the Google Nest Max because of the black screen occasionally when watching YouTube or YouTubeTV. Unfortunately, the replacement unit does the same thing. 

[Meauxse]

I also have this issue. It seems persistent across many users but I've not seen any response. I purchased this item to watch yttv news in the kitchen. It'll work for about 15 minutes and then blacks out as described in OP.

Original power cord, validated power, reset the device, and the issue persists. 

Would like to see a response to this. A little disappointed that this hasn't been escalated. 

[Matthewayne]

I'm also experiencing this issue with YouTube on nest max. Have done a reset and using original power cord.

[Bigsam411]

Same issue here. I may end up exchanging mine though since I have had for less than a week. Absolutely needs to be replaced if the issue is persistent.

[davydavidoff]

Same! Hoping for a fix soon!

[hematose]

I also have this issue. It only seems to have become more frequent recently.

[Kclowry]

Yes I agree. It is happening more frequently lately. 

[Kclowry]

I also have this issue. It occurs frequently. I have reset. I have rebooted. Issue persists. 

[Lordonairgallow]

I have the same stated issue with black screen whilst watching YouTube videos. It happens to all my devices including my Lenovos and Google screens. I'm thinking it's definitely a software issue as I've tried resetting and reboot, changing surge protectors. All devices are using their original equipment power supply.  Please look into a firmware or software update. 

[dagent23]

Issue doesn't occur anymore for me. Not sure why but it has been months since last occurrence.