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Stuck on a white/blank screen

kennen12
Community Member

so much blank screen problems and no fix yet? my Google nest hub gen 1. just encountered this problem after losing power.(before I lose the power I notice it was stuck in a rotating circle for a while). multiple times I have done the current troubleshooting (both factory reset, and factory reset through recovery mode). after booting and playing the intro (rotating circle and G) it just a blank screen but the normal voice (the one that ask you to download google home to start) will play. I could connect it to my phone and control the volume from there but that is the only thing I could do. when I try to cast it will end automatically. the screen is just pure white blank. I left it for a while in that state and multiple times it will restart on its own and will do the normal intro stuff and will sit on a white blank screen after. any help? how can I start a case for this problem? thank you

update: tried to swipe up and the options(brightness,volume,alarm,notification,system settings) still pops up and still works(one thing to note though while it is popped up the white screen on the background keeps on flickering). tapping on the system setting icon still pops up the categories and I could still tap on them. other than this I could not still use the hub as it was intended for. I still cant cast on it and cant receive any interaction with the google assistant on it.


update 2: just checked based on the support page. I think Im running the fuchsia os already. I got Operating System Version on the About device page. I have a feeling this is due to fuchsia os?
Software Version: 35.34.10.374969784
Cast Firmware Version: 1.52.260996
Operating System Version: 1.20210119.2.1390060

update 3: 10/19 now its stuck on the G logo

1 ACCEPTED SOLUTION

Darkkirby
Community Member

So if your encountering black screen on boot, good luck if you don’t have warranty.

This is Google’s reply to me, after the device bricked itself with nothing done to it.

 

Based on the email above, we have informed you already about the update regarding your device being out of warranty. We have tried our best to check if we can provide a one time courtesy however our system is not longer allowing us to do any further. 
 
Please read the email on June 15 on this thread. ”

View solution in original post

11 REPLIES 11

kennen12
Community Member

"transferred my update above, the option to edit the post above was not there earlier so I created this but after a while I was able to  edit my post above"

Darkkirby
Community Member

So if your encountering black screen on boot, good luck if you don’t have warranty.

This is Google’s reply to me, after the device bricked itself with nothing done to it.

 

Based on the email above, we have informed you already about the update regarding your device being out of warranty. We have tried our best to check if we can provide a one time courtesy however our system is not longer allowing us to do any further. 
 
Please read the email on June 15 on this thread. ”

View solution in original post

frances
Community Specialist
Community Specialist

Hello @Darkkirby

 

Thank you for sharing your comments. I apologize that your issue was unable to be resolved. 

 

As I stated on another post you commented on, I will try to see if there is anything else we can do to help and will keep you updated. Thanks for your patience! 

welp hopefully I could replace mine, just sent mine to the local shop where I bought it and they will still inspect it hopefully they would acknowledge it.already contacted google yesterday and same they ask me to avail the warranty instead. hopefully this would be the last incident if not then I would go try alexa after this.

frances
Community Specialist
Community Specialist

Hello @kennen12

 

Thanks for reaching out. I looked into your issue and saw that you contacted Google Support on October 18, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID. The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 6-6901000032283. 

kennen12
Community Member

thanks would refer to that case id if something else would come up.

frances
Community Specialist
Community Specialist

Hi kennen12,

 

Thanks for your patience and update. For future reference, if you would like to contact the support team, you can use this form. 

frances
Community Specialist
Community Specialist

Hi All,

 

We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Akaega333
Community Member

I am also in that rotation of entering my Settings, it blacks out, I restart and it goes thru the Set up again. Repeat the black screen after I finish entering my settings. 5 times now. It is too much work to get my heat to turn on. Giving up. Not a good product at all. Maybe 1 year it worked without intervention but every season it is majorly challenging to get the settings to save. 
I am getting far less complicated device with On and off and set my house temperature. 
I hate being cold with a brand new furnace. 

frances
Community Specialist
Community Specialist

Hello @Akaega333


Thanks for reaching out. I just wanted to double check, is your issue in regard to a Nest Thermostat? If so, which model do you have?

frances
Community Specialist
Community Specialist

Hi Akaega333,

 

It's been a few days since we have heard from you. Just checking to see if you were able to see my response above. I look forward to your reply back, we're here to help!