Google Nest Hub Screen showing Black Line

[FadlyA]

Hello, my Google Nest Hub 2nd Gen has been giving me screen issues these last few months. I purchased it brand new from Best Buy on November 2021 and it still works as usual other than the 1 inch black line on the left side of the screen. I’ll will see if I can send an image as an attachment. Please advise what I should do. The black lines appeared as thin lines a while back in late October 2022 and I tried sending trouble shoot but to no avail. Then the black lines formed into one thick black line im guessing after an update. My hub hasn’t never been moved from my desk and has not fell since purchase. I have tried restarting it countless of times and even did three manual factory resets using the volume buttons in the back but the screen still stays the same. Please advise what I would need to do. Thank you. I will put all information about the device below.

 

[Princesss]

Hi FadlyA,

Thanks for posting.

We're sorry to hear that you're experiencing this with your Google Nest Hub. Since you've noticed this after the update, have you already tried performing a complete reset to your device? Let's go ahead and try that first and see if this would make any changes. Here's how: https://goo.gle/3x50Yl7

Let us know how it goes.

Best,

Princess

[FadlyA]

Yes I just tried it and it still shows the thick black line running down the side of it.

[Princesss]

Hey there,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[ereidlin]

I am having the same problem. I have just received a new Nest Hub today from Telstra, plugged it in and have the same black line appearing. Have also reset the new device but no luck. Help.

[FadlyA]

Hello, it’s not letting me click on the link.

[ereidlin]

I have placed the old hub device in another part of the house, reinstalled it and now have a full screen on that device. However the new device still has the black stripe. Obviously not the device. I will have another go at resetting tomorrow.

[Juni]

Hi folks,

FadlyA, try this link and let me know if you are able to fill it up.

ereidlin, understood. I will keep this thread open and wait for your update. 

Regards,

Juni

[FadlyA]

Hi Juni, 

Which link are you referring to? I’m not seeing any link in your comment?

[Muddi]

Hello FadlyA,

We got your form — we'd suggest keeping track of your inbox as our team will be emailing you soon for more details.

@ereidlin: Could you tell us when and where you purchased your device?

Cheers,

Muddi

[ereidlin]

G'day Muddi, I received my device from the Telstra (Australia) Rewards program about a month ago.

[Muddi]

Hey ereidlin,

Thanks for the information. Could you tell us the current firmware version of your device? Also, we'd love to further check what's going on with your device. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[ereidlin]

Tech info: Firmware version 11.20230306.3.112014 Cast Firmware 1.69.362882 Language en-AU Mac address D8:8C:79:5A:40:8C IP address: 10.0.0.22 I have just submitted the form. Thanks Muddi

[Alex_S]

Hi there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Warmly,
Alex

[FadlyA]

Hi Juni, I was able to access the link. I just sent the form request.

[ereidlin]

I've reset a couple of times now and still can't get rid of the line on the new device. The old device is still working OK. Any suggestions?