topic Re: Google Nest Hub 2nd Gen keeps Freezing in Speakers and Displays

Google Nest Hub 2nd Gen keeps Freezing

Smokie365 — Fri, 11 Nov 2022 10:36:47 GMT

I have the 2nd gen nest hub, the one with the sleep monitoring etc. I’ve noticed that it frequently freezes and becomes unresponsive. A reboot normally gets it back up and running but last night it had completely powered off and would not come back on, even after unplugging it and plugging it back in. After 5 minutes I plugged it in and it came back up.

anyone having similar issues?

Re: Google Nest Hub 2nd Gen keeps Freezing

cmillar6 — Fri, 11 Nov 2022 23:48:26 GMT

My 1st gen Nest Hub started doing this same thing after it updated to the new Fuchsia operating system. I never did figure out if it was a firmware bug or hardware failure. Regardless, it made the device not useable and I had to retire it.

Re: Google Nest Hub 2nd Gen keeps Freezing

Dan_A — Mon, 14 Nov 2022 20:45:38 GMT

Hi folks,

@Smokie365, @cmillar6, that certainly hasn't been easy for you ― let’s check out why your Nest Hub (2nd Gen) and Nest Hub (1st Gen) keeps freezing and takes time to power on. Follow the steps below:

Plug the speaker or display into a different wall outlet.
Note: Make sure that you are not connected to a surge protector to rule out all other hardware.
Discharge the speaker or display:
- Unplug the power adapter from the outlet and the speaker or display.
- Leave it unplugged for 20 seconds.
- Plug the power adapter into the speaker or display.
- Plug the other end of the power adapter into a wall outlet that works.
- Check if any LED lights would appear on the back of the speaker or display.
If you have a second speaker or display, use the power adapter from the one that currently works.

Keep me posted.

Best,

Dan

Re: Google Nest Hub 2nd Gen keeps Freezing

Smokie365 — Tue, 15 Nov 2022 10:34:43 GMT

Hey Dan,

So you’re basically asking us to check if it’s a problem with our wall outlets?? Seriously is that the level of support google is offering? Something is up since the last batch of updates came out for the majority of Google’s devices! My google battery doorbell and indoor/outdoor cam had no live feed due to to some update. To ask us to try a different power outlet is a complete joke!

Re: Google Nest Hub 2nd Gen keeps Freezing

Smokie365 — Tue, 15 Nov 2022 10:36:35 GMT

Would the first question you not ask be what firmware out devices are running on?? Or something similar?

Re: Google Nest Hub 2nd Gen keeps Freezing

Dan_A — Tue, 15 Nov 2022 19:48:08 GMT

Hey there,

Apologies for the inconvenience. The reason why we need to check on other sources is to narrow things down. To see if power is the reason or any other parts of your device. By the way, when it freezes, does it show a black screen or the G logo or just the normal screen?

I would also like to have the firmware version of your Nest Hubs, click this link to know the current version.

Regards,

Dan

Re: Google Nest Hub 2nd Gen keeps Freezing

Smokie365 — Thu, 17 Nov 2022 07:32:35 GMT

Ok so it just happened again, the device was locked on a black screen.

it has also previously been locked on a white screen with the G logo.

System firmware version: 309385 

Cast firmware: 1.56.309385

this is ridiculous at this stage, it’s happening every couple of days, can not rely on this device as an alarm clock or anything else really

Re: Google Nest Hub 2nd Gen keeps Freezing

Azarco — Thu, 17 Nov 2022 20:07:09 GMT

Hello Smokie365,

Thanks for the additional information. Could you also confirm the Fuchsia operating system of your Nest Hub? Also, kindly fill out this form so that we can check this with our team. Let us know once you're done.

Best,

Alex

Re: Google Nest Hub 2nd Gen keeps Freezing

cmillar6 — Thu, 17 Nov 2022 22:26:53 GMT

Fuchsia operating system has not been rolled out to Nest Hub gen 2 yet

Re: Google Nest Hub 2nd Gen keeps Freezing

Azarco — Thu, 17 Nov 2022 23:45:18 GMT

Hey cmillar6,

Sorry for the confusion. If you wish to proceed, you can fill out the form above.

Thanks,

Alex

Re: Google Nest Hub 2nd Gen keeps Freezing

Smokie365 — Fri, 18 Nov 2022 08:22:59 GMT

Hi,

I have filled out your form. What can we expect to happen next? I have switched our whole house from Amazon to google.
Amazon devices just worked as expected, if these devices can not be relied on then I can see myself switching back to Amazon and asking for my money back!

Re: Google Nest Hub 2nd Gen keeps Freezing

Dan_A — Tue, 22 Nov 2022 00:22:32 GMT

Hi folks,

@cmillar6, are you still experiencing the same concern? Have you had a chance to fill it out? Just in case here's the link.

@Smokie365, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon and continue the conversation there.

Best,

Dan

Re: Google Nest Hub 2nd Gen keeps Freezing

Smokie365 — Tue, 22 Nov 2022 07:57:26 GMT

Hi Dan,

yeah I filled the form out and for a reply email asking for the serial number and a video of the device when it’s unresponsive. I replied to the mail asking is this how I would send the information back? Just reply to the mail with the serial number and video but I haven’t heard anything back. I still have to record the device when it’s unresponsive

Re: Google Nest Hub 2nd Gen keeps Freezing

Azarco — Tue, 22 Nov 2022 19:08:15 GMT

Hey Smokie365,

We're sorry for the inconvenience. I'll go ahead and forward this to our team so that we can follow-up your case. We appreciate your patience.

Thanks,

Alex

Re: Google Nest Hub 2nd Gen keeps Freezing

Muddi — Sun, 27 Nov 2022 03:47:37 GMT

Hi Smokie365,

Chiming in, this has been coordinated with the team. Please check your inbox from time to time as someone from our team will reach out to you again soon.

Cheers,

Muddi

Re: Google Nest Hub 2nd Gen keeps Freezing

Smokie365 — Sun, 27 Nov 2022 09:22:02 GMT

Hi Muddi,

I have received a mail from your team. They asked for me to send the serial number and a video of the hub freezing. I replied to the mail with the video and serial number. That was last week.

thanks

Re: Google Nest Hub 2nd Gen keeps Freezing

Smokie365 — Sun, 27 Nov 2022 09:30:44 GMT

Hi Muddi,

I just check my mail again and it looks like my reply to their mail just sent the reply to my own email. See attached screenshot of the mail.

Re: Google Nest Hub 2nd Gen keeps Freezing

Dan_A — Mon, 28 Nov 2022 00:00:27 GMT

Hi Smokie365,

I'm sorry to hear about that but thanks for letting us know. I'll follow this up with our team ― thanks for bearing with us.

Best regards,

Dan

Re: Google Nest Hub 2nd Gen keeps Freezing

Dan_A — Thu, 01 Dec 2022 00:09:31 GMT

Hey there,

I checked your case and saw that our support team has sent you an email. Please reply to them and continue the conversation there.

Thanks,

Dan

Re: Google Nest Hub 2nd Gen keeps Freezing

Smokie365 — Thu, 01 Dec 2022 07:33:22 GMT

Hi Dan,

seriously this is getting ridiculous now. I told you and the other “community specialist “ that I have received the mail weeks ago. The mail asked that I send a video of the hub freezing and also a copy of the serial number.

this is where I think yous are getting confused. On the mail that was sent to me there is no option to click a link to upload a video or anything like thatZ the only thing I could do was reply to the email. I replied to the mail and sent the video and serial number but have heard nothing back since. The email subject line was below.

did i do the right thing replying to the mail?
Thanks

Re: Your Google Support Inquiry: Case ID [8-6719000033095]