topic Re: Sleep sensing keeps waking me up! in Speakers and Displays

Sleep sensing keeps waking me up!

slgalvins — Fri, 15 Jul 2022 08:09:22 GMT

I've owned my 2nd gen nest hub for about 6 months now, the sleep sensing was the main appeal along with a smart to display at the bedside to control home devices. However the stupid device regularly wakes me up when I'm in a light sleep. The sleep sensing thinks I'm awake and then lights up the bright display in my dark room with an unprompted and unwanted screen (see my photo) offering sleep data automatically. My Google account history shows this as a Google assistant activity asking for sleep data despite me not asking since I'm trying to sleep. The only help I've had from Google support over email was to turn off sleep sensing, but that's the main reason I purchased this intrusive buggy thing. Has anyone else had this issue? I've tried changing every setting possible and it keeps on happening on a far too regular basis. I don't understand how Google haven't been able to provide a firmware update to fix this after the months of trouble shooting and testing I did with support over email.

Re: Sleep sensing keeps waking me up!

Azarco — Tue, 19 Jul 2022 00:10:46 GMT

Hey slgalvins,

I'm sorry for the trouble this may have caused you — let's figure this out.

I'd like to look further into this — do you have the reference number or case ID of your interaction with our support team?

Best,

Alex

Re: Sleep sensing keeps waking me up!

slgalvins — Tue, 19 Jul 2022 23:16:16 GMT

Case ID [9-6828000032386]

Re: Sleep sensing keeps waking me up!

Azarco — Wed, 20 Jul 2022 23:41:13 GMT

Hey slgalvins,

Thanks for the details. I'll forward your case and check this with our team. For the meantime, can you provide us the cast and software version of your Google Nest Hub?

Regards,

Alex

Re: Sleep sensing keeps waking me up!

Azarco — Sun, 24 Jul 2022 19:06:47 GMT

Hey slgalvins,

I wanted to follow up and see if you are still in need of any help. If so, kindly provide us the cast and software version of your Google Nest Hub.

Best,

Alex

Re: Sleep sensing keeps waking me up!

slgalvins — Sun, 24 Jul 2022 20:13:09 GMT

System Firmware 290464

Cast Firmware 1.56.290464

Re: Sleep sensing keeps waking me up!

Azarco — Sun, 24 Jul 2022 20:27:27 GMT

Hey slgalvins,

Thanks for that information. Could you also provide the software version of your Nest Hub. Also, could you try resetting your Nest Hub one more time?

Cheers,

Alex

Re: Sleep sensing keeps waking me up!

slgalvins — Mon, 25 Jul 2022 10:36:19 GMT

Software version is 46.32.13.418036576

I'll do a factory reset just this once, but no more as I've already been through this multiple times with support over email and it achieves nothing. This is a poor software component issue and a hub reset won't fix it

Re: Sleep sensing keeps waking me up!

Azarco — Mon, 25 Jul 2022 20:04:56 GMT

Hey slgalvins,

Thanks for the additional information. I already forwarded your case to our team to further check on your device. Also, let us know if resetting your device helps.

Best,

Alex

Re: Sleep sensing keeps waking me up!

Princesss — Fri, 29 Jul 2022 01:54:20 GMT

Hey slgalvins,

Chiming in-- have you seen our response on the previous post? Let us know if you have tried the suggested steps above, otherwise we'll be locking the thread.

Best,

Princess

Re: Sleep sensing keeps waking me up!

slgalvins — Fri, 29 Jul 2022 02:10:44 GMT

Factory reset tried and doesn't help. It's a software bug.

Re: Sleep sensing keeps waking me up!

Princesss — Fri, 29 Jul 2022 23:28:27 GMT

Hi slgalvins,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

Best,

Princess

Re: Sleep sensing keeps waking me up!

Princesss — Tue, 02 Aug 2022 00:20:50 GMT

Hi slgalvins,

We just want to check if you have seen our response on the previous post? Let us know if you're done with the form so we can check it.

Best,

Princess

Re: Sleep sensing keeps waking me up!

slgalvins — Tue, 02 Aug 2022 02:13:47 GMT

Hi, I've completed the form today.

Re: Sleep sensing keeps waking me up!

Princesss — Wed, 03 Aug 2022 00:51:32 GMT

Hi slgalvins,

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