Screen display issue

[Eric8]

 
Hi,

may I know what is this issue?

[78912]

Have you tried to restart the unit? If so and no change , what about a factory reset?

[Eric8]

I tried but still the same problem.

 

[Muddi]

Hey Eric8,

Thanks for reaching out. I appreciate @78912  for helping here.

Sorry to hear about your Google Nest Hub, but thanks for bringing this up. I’d love to dig deeper into this.

• When did the issue start?
• Was there any type of electrical outage around the time the issue began?
• When and where did you purchase the device?

Please check the current firmware version of your device. Take a photo showing the details and share it here.

• On the Nest display, swipe up from the bottom edge of the screen, then tap Settings  > About device. 

Looking forward to your response.

Cheers,

Muddi

[Muddi]

Hey Eric8,

Thanks for coming back to us. Please answer the questions below that may help us isolate the issue. Also, please check the current firmware version of your device. Take a photo showing the details and share it here. On the Nest display, swipe up from the bottom edge of the screen, then tap Settings  > About device.

• When did the issue start?
• Was there any type of electrical outage around the time the issue began?
• When and where did you purchase the device?

Keep us posted.

Cheers,

Muddi

[Eric8]

It still the same issue

[mvtuico]

Hi Eric8,

That was the same issue as mine. It started like that last month. You wouldn't like how it will look like coz after a while it will get worst! Don't believe them when they say to just factory reset it. It doesn't work, trust me. I've tried it but it clearly doesn't resolve the screen because there is something inside that might triggering the screen to look like that. Maybe too much heat that the screen can't handle it. 

See the picture i posted. My screen started like yours and slowly ended like this. Or maybe it will occupy the entire screen eventually.

 

[Muddi]

Hey mvtuico,

Thanks for the input, and sorry to hear about what happened to your device. Are you able to contact us to check if you can still replace the device?

Cheers,

Muddi

[mvtuico]

Hello Muddi,

I did but they said they can no longer replace the device since it'su already out of warranty. Too bad and unfair, this is a software/hardware/firmware issue and there was nothing we can do about this. Reading a lot of issues like this in the community page is so alarming. I love your device but it makes me think to continue buying the same device again or switch to one of your competitors. I don't want my device to end up like this again. 

The only thing i can hope for is for you to fix whatever is causing the device to heat up and burn the screen. 

Thanks,

Mvtuico

[Muddi]

Hey mvtuico,

I understand. Our team already investigated the issue and found out that this is more on the hardware issue. For this concern, we can only replace devices that are still in warranty. Feel free to visit this link for more information about device warranty.

Hope this helps

Cheers,

Muddi

[Muddi]

Hey mvtuico,

I just wanted to check if you have additional questions and concerns about your device? Feel free to update this thread, and we're glad to assist you further.

Cheers,

Muddi

[Muddi]

Hey mvtuico,

Just bumping in to make sure that you saw our responses. I'll be locking this thread if we won't hear back from you again in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,

Muddi