Black Screen

[JimQ]

My google nesthub35F3 screen went black suddenly. I have been trying to reset and add to Google Home. It says to scan QR code. There is none. Selected continue without scanning. Says to enter code displayed on screen. The screen is black. Is there a way to set up on Google Home without the code? Google search says enter serial number. Its more than 8 digits. Won't accept it. Where do i enter serial number? Any other suggestions would be greatly appreciated.

[jimshy]

If the screen’s totally black, you won’t be able to get the setup code—that’s why the app won’t let you finish. The serial number can’t be used in place of the code for setup, it’s only for support. At this point your best bet is to try a full power cycle (unplug for a few minutes, then hold down both volume buttons for about 10 seconds to force a factory reset). If it still won’t show anything on screen, it’s likely a hardware failure and you’ll need to reach out to Google support with the serial number for a replacement or repair.

[jenniffert]

Hi @JimQ,

Thank you for posting in the community! I understand that your Google Nest Hub screen suddenly went black and, after a reset, you are unable to set it up in the Google Home app because you cannot see the required QR code or setup code. I appreciate your efforts in trying to solve this issue. I can definitely help you with this!

You're correct, @jimshy; the serial number and the setup code are different and won't work for the setup, I appreciate your input.

To effectively assist you, @JimQ, please confirm the following details: 

• What is the specific model and generation of your Nest Hub? Here’s a helpful article about how to identify the model of your device.
• When did this behavior start?
• Was the device dropped or knocked over?
• Would you mind sharing a picture of the Nest Hub screen?

I look forward to your response.

Best regards,

Jenniffer