Display on home hub is incomplete

[suzyoc01]

Our google home hub display has a thick black line down the left hand side, not showing all of the photo or information there. The photos are also pixilated. We’ve tried rebooting and no change. Is there anything we can do, other than buy a new one?

[GeremiG]

Hi @suzyoc01!

Thank you for posting in the community. I'm sorry to hear that your Nest Hub has a thick black line down the left-hand side and is not showing all the screen. I appreciate your efforts in taking those steps before. I'm happy to help you!

To help me find the best solution, I'll need to ask you a few questions:

• When did the behavior start?
• Was the device dropped or knocked over?
• Is the display still working?
• Is the display's Assistant working?
• What's the firmware version of your display?
• Could you provide me with a clear photo showing the display issue?

Please keep me posted. I'll be waiting for your response.

Best regards,
Geremi

[suzyoc01]

Hi Geremi

To answer your questions:

When did the behavior start? Only recently 

Was the device dropped or knocked over? No

Is the display still working? Yes

Is the display's Assistant working? Yes

What's the firmware version of your display? 24.20241009.103.2300 (see photo for all technical information)

Could you provide me with a clear photo showing the display issue?

Photo attached. As you can see, the line covers the time (currently 11:17, not 1:17) and the day (Sunday).

[suzyoc01]

I can’t send the photo of the display because it exceeds your limits 😳

[suzyoc01]

 

[GeremiG]

Hi @suzyoc01!

Thanks for the update.
The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your Community thread and your Community username.

Let me know if you have any other questions.

Best regards,
Geremi

[suzyoc01]

Done, although I don’t know how to include a link to the community thread but I wrote it out…

[GeremiG]

Hi @suzyoc01!

We received your form. I appreciate you taking the time to fill it out. Our team will reach out to you via email to further assist you.

Let me know if you have any other questions.

Best regards,
Geremi