Ground button behavior

When my ground button is not engaged (out position) and with no existing hum, etc. when I push the ground button in, my level decreases by 50%, no joke. This happens on clean and dirty presets/captures.
Is this normal? If not, should the Nano be replaced? I’ve contacted Neural support about a couple other issues, but haven’t heard back yet.
Anyone experiencing this?

My ground switch is always engaged, recently noticed that the volume drops/increases randomly.
Accidentally touched the TRS cable, midi switch cable, seemed like pushing the plastic tip sleeve near nano down creates the problem, but then I realized that switching the ground lift on/off same problem, volume inconsistency.

has anyone had similar problem before?
Strange and annoying definetely.