Nest hub 2 display has a huge black square on the left

[ibbsgwibbs]

Hi, I’ve been using my nest hub 2 for the past year and just yesterday I noticed a huge square patch of dead pixels(?) that isn’t illuminated at all. Only a strip on the right is properly lit. I’ve turned it off for a day and also tried resetting but it didn’t help. Any advice is appreciated! 

[jenniffert]

Hi ibbsgwibbs,

Thanks for posting in the community! I'm sorry that your Nest Hub 2nd Gen is showing a black square of dead pixels on the left of the display that isn't illuminated at all. I'd be happy to help!

I appreciate the workarounds already performed. As you mentioned trying to reset, I'd like to confirm if you tried to perform a factory reset or just restart. Additionally, to better investigate the situation, I’d like to ask the following:

• Is the display still working, or is it able to turn on?
• Was the device dropped or knocked over?
• What is the firmware version of your Nest Hub?
• Would you mind sharing a picture of the Nest Hub screen?

Please keep me posted.

Best regards,

Jenniffer

[ibbsgwibbs]

Thanks for your response Jenniffer.

1. Factory reset has been done. However, I’m unable to set up the device again as I’m not able to see the QR code due to faulty display

2. Display is partially lit on the right hand side 

3. Device hasn’t never been dropped since purchase

4. I can’t find the firmware version now due to reason in #1

5. 

 

[jenniffert]

Hi ibbsgwibbs,

Thanks for the reply! 

I appreciate all the information provided and the steps already done. 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.

Please keep me updated.

Best regards,

Jenniffer

[jenniffert]

Hi ibbsgwibbs,

We got your form—thanks for filling it out. Our team will reach out to you via email to further assist you.

Let me know if you have more questions.

Best regards,

Jenniffer