This article covers hardware-related issues with your Greenlight Family Hub — problems with power, the screen, and audio. For Wi-Fi and connectivity issues, visit this article instead.
Important: Please don't attempt to take apart or repair your Family Hub for any reason. If something seems wrong, please contact our support team and we’ll be more than happy to help!
WHAT WE'LL COVER
Power issues
My Family Hub won't turn on
- Make sure the power cable is fully plugged into both the Hub and the wall outlet
- Test the outlet with another device to confirm it's working
- Try a different outlet
- For the 10.1-inch model: it is possible that the battery has fully drained. Leave it plugged in for a few minutes before attempting to power on
- Always use the original cable and adapter and check the cable for any visible damage
If your Family Hub has power but the screen remains completely black after trying these steps, please contact our support team. This may indicate a hardware issue we can help resolve for you!
My Family Hub keeps restarting on its own
If your Family Hub reboots once and then returns to normal, a firmware update was likely just completed in the background. This is expected and nothing to worry about!
However, if it keeps restarting repeatedly and won't settle:
- Press and hold the power button for 10 seconds to force a full restart
- Make sure your Hub is connected to Wi-Fi so any pending updates can complete
If your Hub continues restarting after these steps, please contact our support team and have your serial number ready so we can look into it for you.
My Family Hub won't charge (10.1-inch model)
- Make sure the cable is fully pushed into the power port on your Family Hub and securely plugged into an outlet
- Try a different wall outlet and confirm the outlet is working
- Inspect the cable for physical damage and make sure to only use the charging cable and adapter included in your order. Using a charger that was not designed for your Family Hub can cause the battery to work inefficiently or drain to quickly
If the Hub still isn't charging after 30 minutes with the original cable, please contact our support team so we can help figure out next steps.
My Family Hub’s battery is draining quickly
If your Family Hub’s battery is draining quickly, consider and check the following
- If the screen brightness is turned all the way up, consider turning it down in your Hub’s Settings
- If you have your Screensaver mode on, this will use more of your Hub’s battery
- If your family has been using the Family Hub more than usual, this could be causing the battery to drain faster
My Family Hub is running slowly
If your Family Hub started running slowly all of a sudden, try these steps to get it back up to speed:
- Press and hold the power button for 10 seconds to restart the device
- Check for a pending software update in Settings
- Make sure your Wi-Fi connection is stable
If your Hub continues running slowly after that, please contact our support team.
Screen issues
My screen is blank or very dark
- Tap anywhere on the screen — your Family Hub may have gone to sleep after being idle for a bit
- Check your brightness settings in on your Hub: Tap the Settings gear> “Device” > adjust the “Brightness”
- If the screen is completely black and unresponsive, press and hold the power button for 10 seconds to force a restart
If the screen remains black or dark after restarting, please contact our support team for further assistance.
My screen has lines, flickering, or discoloration
Try a force restart first: press and hold the power button for 10 seconds. If the issue continues after restarting, please contact our support team since this may indicate a hardware defect.
My screen has dead pixels or physical damage
Please contact our support team right away and do not attempt to repair the screen yourself. Our team will walk you through the next steps, which may include a warranty claim.
My touchscreen isn't responding to taps
- Press and hold the power button for 10 seconds to force a restart
- After restarting, test whether touch input works normally
is still unresponsive after restarting, contact Greenlight Support and we'll take a closer look.
Audio issues
No sound is coming from the Family Hub
- Check the volume level: Tap the Settings gear > “Device” > adjust the “Volume”
- Use the physical volume buttons on the top of the device to make sure the volume is not turned all the way down
- Try restarting the Hub if audio stopped suddenly
If there's still no audio after restarting, contact Greenlight Support — we'll help sort it out.
The Family Hub isn't picking up "Hey Greenlight"
- Confirm you are on the Family Hub Plus plan or Greenlight Infinity, Infinity Select, Family Shield or Family Shield Select
- Check that the “Mute Microphone” toggle in Settings > “Device” is turned off
- Make sure your Hub is connected to Wi-Fi. The AI assistant requires an internet connection
- Make sure nothing is physically blocking the microphones on the front of your Hub
- Try moving closer to the Hub and speaking clearly and directly toward it
For more AI assistant troubleshooting, check out this article.
If the AI voice assistant still isn’t responding to "Hey Greenlight" after checking all of the above, please contact our support team so we can help figure out what's going on.
Audio sounds distorted or low quality
- Try adjusting the volume using the physical buttons on the back of the device or by tapping the Settings gear > “Device” > and adjusting the “Volume”.
- If the audio still sounds distorted, restart the Hub
If the audio still sounds distorted after restarting, please contact our support team for further assistance.
Think your trouble may be due to a hardware defect? If none of the steps listed above resolved your issue, it may be covered under your warranty. Visit Greenlight Family Hub: Warranty & damaged device claims to learn more and start a claim if needed.
Still need help? We're here for you.
Text us at 404-974-3024 | Call us at 888-483-2645
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