google nest 2nd generation

[cat3]

my google nest 2nd generation yesterday started having my screen go black. i have reset it 11 times as you said but nothing.it starts and gets to the page with the google logo then goes black.please have a software update or some other fix.

[Dan_A]

Hi cat3,

I’m sorry to hear that your Nest Hub 2nd Gen is showing the G logo then goes to black screen even after doing the factory reset. A few questions: when did this start? Also, forgive me for this question but, can you tell me how the reset was done? Are you using the original power adapter? It would really help us isolate if you could plug it to a different power outlet. If the behavior persists, try the steps below:

1. Unplug the power cord.
2. Hold down the volume buttons and plug in the power cord at the same time while you plug the power cord back in.
3. Wait for the device to turn on.
4. Release the volume buttons.
5. Once the device is in recovery mode, press and hold both volume buttons for 10 seconds.

Tell us how it goes.

Best,

Dan

[Juni]

Hello 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.
 

Thanks,

Juni

[Muddi]

Hey cat3,

Just bumping in to make sure that you've seen our responses. I'll lock this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi

[cat3]

nothing has worked just want it fixed or replaced.they said i should here from them after 48 hours it will be a week tomorrow.again my reference number is 2-3922000033873.if you want to help please find out if the can fix it or replace it.thank you and hope i hear some positive news on this issue

[Dan_A]

Hi cat3,

We apologize for the inconvenience. Upon checking the case ID you provided, it's a good thing that it had already been escalated to our higher tier and I will also let them know about this. It would really be of big help if you could continue the conversation over there since there are lots of personal and other privacy info that they might ask in which cannot be disclosed in this forum. Check your inbox for an update from them.

Best,

Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[Dan_A]

Hi cat3,

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.

Cheers,

Dan