topic Re: Nest Hub keeps losing all function but Photo tab in Speakers and Displays

Nest Hub keeps losing all function but Photo tab

Phaino — Sat, 16 Jul 2022 19:08:48 GMT

I have many nest hubs, one of my nest hubs - just keeps losing all functionality OTHER than the photo albums.

I have to CONSTANTLY keep restarted the device by pulling the plug and letting it reboot. I mean every day this has to happen.

I also watch cameras on this device and after about 5 mins the camera's just go to a grey screen. Won't show any image. have to get out of the camera and go back in.

Help! This hub is basically broken at this point for me.

I have tried reformatting it. Doesn't change the outcome.

Re: Nest Hub keeps losing all function but Photo tab

Justme4 — Sun, 17 Jul 2022 08:53:12 GMT

Same here. Have to unplug it daily.

Re: Nest Hub keeps losing all function but Photo tab

Princesss — Thu, 21 Jul 2022 21:54:17 GMT

Hi everyone,

Thanks for reaching out.

Sorry to hear about this. Has anyone tried to perform a complete reset to your Google Nest displays? Let's go ahead and try that first to see if there would be any changes on its behavior. Lastly, could you please attach a photo of the exact display that you're getting so we can check further?

Looking forward to your responses.

Best,

Princess

Re: Nest Hub keeps losing all function but Photo tab

Mossrat — Sun, 24 Jul 2022 08:31:46 GMT

I have the same issue noted here as well and have performed a complete reset of the device to no avail.

I've tried different network channels and frequency bands on Wi-Fi also, originally thinking it was a network connectivity issue but no difference there either.

Nest hub locks to photo frame and loses all other functionality until rebooted. Even the temperature on the screen changes to '- - °'

Half a day later after reboot. Same issue, reboot again.

System firmware version is 6.20211109.1.3166240.

Worth mentioning also that the alarm clock, despite being set, didn't always go off. And when it did, it disables ambient light mode.

What's next steps to resolve? Although I'm fairly confident at this point it's a firmware/software issue that needs to be resolved in Google's side.

Re: Nest Hub keeps losing all function but Photo tab

Azarco — Mon, 25 Jul 2022 20:14:43 GMT

Hey Mossrat,

Thanks for taking those steps. We'd like to dig deeper on what's happening with your Google Nest Hub, could you fill out this form? Let us know once you're done.

Regards,

Alex

Re: Nest Hub keeps losing all function but Photo tab

Phaino — Thu, 28 Jul 2022 17:07:06 GMT

Yeah - they aren't going to help you.

I've been being jerked around for the past week on the "answer these questions, send in this feedback, send me a copy of the firmware / serial number" "I am going to send this over to my technical team and see what we can do"

And then there is just 0 response. Nest is a trash company, owned by an even trashier company, Google.

They aren't interested in fixing anything. You should stop using Nest now, and sell all your products, and buy something better.

I'm just as disappointed as anyone else is here in this product line, and unfortunately, I have 8 nest cameras, 6 hubs, and other google products and I'm stuck with NO solution. They won't even send my a $75 hub replacement. It's quite pathetic.

Re: Nest Hub keeps losing all function but Photo tab

Princesss — Fri, 29 Jul 2022 01:59:58 GMT

Hey Phaino,

Sorry for the inconvenience that this has caused you. We'll make sure to make it up to you and we'd like to further help you with your concerns. Kindly fill up this form with all the needed information then let me know once done.

Best,

Princess

Re: Nest Hub keeps losing all function but Photo tab

Mossrat — Sat, 30 Jul 2022 09:04:59 GMT

I've sent over that form. Seems silly as it's just a copy of what's been said here and you'd think a community specialist at Google would have a route into the technical/product support to escalate this on the community's behalf. There'll for sure be many with the issue besides those vocal here.

To me, this screams planned obsolescence and @Phaino's response is concerning if this user has already taken this approach with no suitable outcome or feedback.

@Princesss what can you do to get this issue the necessary traction with product support and when can we expect an update? After Googling the issue I landed on this thread. Others will too, so it would be nice to have an update from you as to current progress at regular intervals.

Re: Nest Hub keeps losing all function but Photo tab

Phaino — Fri, 29 Jul 2022 07:56:29 GMT

Ive already done this. I’ve been ‘working’ with someone after filling out this form, only for them to completely go dark and ignore my many emails.

they were very responsive at first and promised me they’d have a solution from their technical team.

No answer for a week now.

like I said, it’s one big circle jerk.

Re: Nest Hub keeps losing all function but Photo tab

Colake — Sat, 30 Jul 2022 09:00:52 GMT

I have exactly the seem issue since a few weeks and this is very annoying.

My Google nest hub is on the same version as Mossrat so: System firmware version is 6.20211109.1.3166240

Has this is reported by multiple persons this is clearly a software issue so I hope that this will be solved very fast.

Re: Nest Hub keeps losing all function but Photo tab

lilbec383 — Sun, 31 Jul 2022 00:45:17 GMT

I'm having the same issue except with the Clock. Nothing else works until I reset it. Have had to do this four times this week already.

By the looks of this thread, Google has no intention of correcting this issue, so I assume I'm going to be forced to buy a new one, since my smart home system won't work without it... Thanks for the forced upgrade 😒

Re: Nest Hub keeps losing all function but Photo tab

Mossrat — Sun, 31 Jul 2022 07:43:58 GMT

@Princesss no one has had follow up from Google support or yourself here. I submitted the form as requested and had no response whatsoever. Can you update the thread please?

Saying this after rebooting the nest hub for what seems like the thousandth time just so I can access my smart home solution.

Re: Nest Hub keeps losing all function but Photo tab

Muddi — Sun, 31 Jul 2022 08:08:31 GMT

Hey folks,

Chiming in to ensure everything is covered here.

@Colake and lilbec383: Please fill out this form with all the needed information then let me know once done.

@Mossrat: I followed up with the team, and rest assured that someone will reach out to you via email.

Cheers,

Muddi

Re: Nest Hub keeps losing all function but Photo tab

lilbec383 — Sun, 31 Jul 2022 10:17:53 GMT

I have filled in your form, but like Phaino, I'm not holding my breath.

Re: Nest Hub keeps losing all function but Photo tab

Colake — Sun, 31 Jul 2022 10:31:23 GMT

Also filled in the form.

Just wondering how many people need to do that before action is taken 😄

Re: Nest Hub keeps losing all function but Photo tab

Phaino — Sun, 31 Jul 2022 10:40:00 GMT

Again, I’ve been ‘talking and working’ with the technical team on a solution.

They were responding every day, now they’ve gone silent for over a week, even after a handful of emails.

they aren’t interested in helping, just wasting time.

i have 5 other hubs that work just fine. Same network, same Wi-Fi. Same firmware and software versions.

Ite the hub itself.

my recommendation is to stay away from nest. Buy something else in the future. They obviously don’t have a customer support system that actually cares / just prolongs and distracts.

Re: Nest Hub keeps losing all function but Photo tab

Muddi — Mon, 01 Aug 2022 13:27:21 GMT

Hey lilbec383 and Colake,

Thanks — we got your form and has sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you.

@Phaino: Sorry to know about that. Could you give us the case ID so I can check what's going on.

Cheers,

Muddi

Re: Nest Hub keeps losing all function but Photo tab

Phaino — Mon, 01 Aug 2022 13:31:36 GMT

Case #: 3-0409000032836

Again, I have 5 other hubs that work perfectly fine that are an identical of this hub.

The hub is just broken.

Re: Nest Hub keeps losing all function but Photo tab

Muddi — Sun, 07 Aug 2022 07:37:37 GMT

Hey Phaino,

Thanks for providing the case ID. Upon further checking the case was related to an ongoing issue with the Nest Hub wherein some of the users are having issues streaming their camera. The team is aware of it and a fix will be rolling out soon.

For your other concern - are you having issues leaving the Photo Frame, and unable to swipe left to right to view other pages on the Nest Hub?

Cheers,

Muddi

Re: Nest Hub keeps losing all function but Photo tab

Mossrat — Sun, 07 Aug 2022 08:40:21 GMT

Support has been in touch with me and they've had me reproduce the issue and submit feedback under a specific identifier from the hub itself. If I understand correctly, that report should include all the necessary information and logs which will then be passed to "higher tier" support team. Still we wait but grateful support are investigating. I remain hopeful for a fix.