Google nest hub 2e gen.

[Vera71]

Hello, we got a nest hub from our grandchildren to share photos, and it worked perfectly for 2 years. But now from one moment to the next the screen is black. There are some lines on the edge of the screen that seem to be working but most of the screen is black. Occasionally they are green horizontal lines across the screen. We can give commands and the speakers work, we just can’t see anything. 
We have already turned it off, restarted it, done a factory reset (which is impossible without a screen because we don't see the login code) Please help.

[luciaaa]

Hi, @Vera71,

Thank you so much for reaching out to the community. I’m truly sorry your Nest Hub has a black screen. I’m happy to help you!

I appreciate you taking the effort to restart and factory reset your Nest Hub. I would also appreciate it if you could share the following details: 

• When did the behavior start?
• Was the device dropped or knocked over?

Since you already followed some troubleshooting steps on your end, 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.

Feel free to reply if you have any questions.

Best regards,

Ana

[Vera71]

Thank you, but I have already been helped in another way. Just got an email from Google Nest that I will get a replacement device. I am very positive about Google customer care.

[luciaaa]

Hi, @Vera71,

Thank you so much for your prompt response. I’m glad to know your device will be replaced.

Feel free to reach out to the community if you have any questions. We’ll be more than happy to help you.

Best regards,

Ana