Reply to black lines on screen

[Yinger]

hi. Sorry for the late reply but I had problems locating this page and made a query on this 3 weeks ago. I tried to do a factory reset and it loops on this page, with the 2 black bars clearly visible. I tried switching off the power switch but the bars remain. Can anyone help? 

[Muddi]

Hey Yinger,

Thanks for reaching out, and sorry to hear about your Google Nest Hub. A few questions: When did the issue start? Which specific Nest Hub do you have (1st or 2nd gen)? What country are you located in? When and where did you purchase your device?

Looking forward to your response.

Cheers,

Muddi

[Yinger]

I dont knownif mine is first or 2nd gen as I have a couple bought at different times. I'm located in Singapore. This issue started about a year ago when I did the set up and swiped the pages. I ignored it then thinking it will resolve when pages refresh but the bar seem to have extended as I can't read the items/time now. I'm located in Singapore and bought both devices in Singapore. 

[Princesss]

Hi Yinger,

Thanks for responding. 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

[Princesss]

Hi Yinger,

Chiming in-- have you had the chance to fill out the form?

Best,

Princess

[Yinger]

Hi Princesss. I have just completed the form. 

[Princesss]

Hi Yinger,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Yinger]

Hi Princess. I have just completed the form. 

[Princesss]

Hi Yinger,

We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
 

Best,

Princess

[Yinger]

Thank you!

[Princesss · Accepted solution]

Hi Yinger,

You're welcome. 

Best,

Princess