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11-29-2018

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Smart Display Screen not Working

2018-11-29, 15:06 PM

Hi,

 

I just received my new Lenovo Smart Display 8' delivered from www.Lenovo.com and once I power on the device, I hear the Google Assistant speak, but there is no display at all. The screen is completely black with nothing on it. There is no damage to the screen and is a brand new device. (Mfg Date : 2018-08-30). Any ideas why a brand new device is behaving so? What are the next steps to fix this issue?

 

Thanks!

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1976 Posts

08-02-2018

United States of America

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Re: Smart Display Screen not Working

2018-11-30, 0:52 AM

Hello Toshen! Welcome to our forums community. Let's try to perform a power cycle by holding down the power button for 15 seconds while the machine is unplugged from the outlet. If the issue persist, try resetting it by pressing both Volume up and down buttons for about 8 seconds as the device power on.
It will automatically run factory reset. All setting should be redo after factory reset. Update us how it goes.

 

Regards



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5 Posts

11-29-2018

United States of America

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Re: Smart Display Screen not Working

2018-11-30, 1:01 AM

I have tried doing the factory reset. Still, the screen won't turn on. I got the device yesterday and has never seen the screen on this device work once (no logo...just plain black). I do hear sound from the Google Assistant, but with no screen display.

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2 Posts

11-30-2018

Canada

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Re: Smart Display Screen not Working

2018-11-30, 23:10 PM

I too had a blank screen, audio only. l connected it through the Google Home app and accepted the verification code (blind). It the did an update and the screen turned on.

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1 Posts

12-01-2018

Canada

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Re: Smart Display Screen not Working

2018-12-01, 4:33 AM

I have the same issue. Black screen  Have dome several factory resets and only get audio. Have no idea where the power button is that you mention. But I have a useless screen.

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5 Posts

12-01-2018

United States of America

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Re: Smart Display Screen not Working

2018-12-01, 18:20 PM

Did you get it working ? I just literaly recieved this smart display 2 hrs ago and its doing the same... I hear the voice but no display... 

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5 Posts

11-29-2018

United States of America

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Re: Smart Display Screen not Working

2018-12-01, 19:06 PM

Status Update :

 

-> I have tried plugging and unplugging the device.

-> I have tried Factory Resetting more than 5 times (Volume Up + Volume Down button)

-> Tried doing the Google Home setup blindly, as done by @brettbickerton. Still, nothing happened.

-> Finally contacted Lenovo support and they said to return the product for a replacement (which is where I am right now).

 

My initial thought is this might be a batch manufacturing issue if everyone who has this issue has the manufacturer date around 2018-08-30 (You can see your manufacture date on the bottom side of the Smart Display).

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5 Posts

12-01-2018

United States of America

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Re: Smart Display Screen not Working

2018-12-01, 19:34 PM

well me and you both... did exactly what you done.. got off phone with customer support and now I'm shipping the unit back to tech to get fixed.

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1 Posts

12-02-2018

United States of America

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Re: Smart Display Screen not Working

2018-12-02, 4:20 AM

I have the exact same issue. Got from costco, might return there instead of going through the trouble of shipping back and forth.

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2 Posts

12-04-2018

United States of America

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Re: Smart Display Screen not Working

2018-12-04, 15:38 PM

I have the same problem with my 10'', after initial setup, it worked for about 3 days sitting idle mostly and then I noticed the screen was black and it never recovered (manufacture date 10-25-2018).  Support said the only troubleshooting step was to hold down volume up/down for 5-10 seconds to factory reset.  This did not work for me.  The backlight turned off and it never rebooted after the reset until I manually unplugged and plugged it back in.

 

Lenovo only offers to repair my brand new unit after I pay for return shipping instead of replacing it with a working unit.  I find this unacceptable so I will be returning for a full refund. 

 

I am really disappointed to find so many issues with what I thought was the top smart display.  Aside from this sudden failure, the 8'' I have also caused issues with my wireless network when placed in the same room as my router.  It would periodically cause all my wireless devices to lose their connection and reconnect.  What a headache both of these devices have been.  Dealing with who is responsible between Google and Lenovo is no fun either.  I think I'll be going with Google Home Hub even though I wanted a larger high-resolution display.

 

 

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