topic Re: Google Nest Hub stuck on clock screen in Speakers and Displays

Google Nest Hub stuck on clock screen

cneophytou — Thu, 15 Dec 2022 00:49:32 GMT

Hi, I'm experiencing the exact same problem as this post: https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Nest-Hub-stuck-on-clock-screen/td-p/201893

There's a couple more. I've tried resetting, flowed everything I can, but none of the posts seem to have any resolutions.

This is the device information:

System firmware version: 324896 

Cast firmware: 1.56.324896 

Re: Google Nest Hub stuck on clock screen

cneophytou — Thu, 15 Dec 2022 07:48:55 GMT

As I already mentioned, I've tried resetting.

Re: Google Nest Hub stuck on clock screen

Azarco — Sun, 18 Dec 2022 20:04:35 GMT

Hey cneophytou,

We appreciate you for trying the steps shared on that Community thread.

We have additional questions we'd like to ask.

When was this issue (stuck on the "G" logo) first noticed?
Was the device already in this state when you first discovered it?
If not, were you interacting with the device when it happened?
If so, what were you trying to do?
Did you unplug the device or was there a power outage shortly before you discovered the issue?
Are you still using the original power cable and adapter?
Where and when did you purchase your Google Nest Hub?

We appreciate the assistance, MikeClark!

Regards,

Alex

Re: Google Nest Hub stuck on clock screen

cneophytou — Mon, 19 Dec 2022 11:52:06 GMT

A couple of weeks ago. I use the nest hub as a nest cam monitor, and I've managed to narrow this down to happening while viewing a nest cam. Often times it'll crash on that screen. When I try to interact with it, it falls back into the Clock-only mode. Restarting the device (pulling the plug) helps temporarily. Also quite often (in the middle of the night) while in nest cam viewing mode, the device will loudly proclaim "Something's gone wrong" with no other indication, and find itself in this crashed mode.

I am using the original power adaptor, purchased from the Google store.

Re: Google Nest Hub stuck on clock screen

Azarco — Tue, 20 Dec 2022 22:30:12 GMT

Hello there,

Thanks for the update. To make sure we cover all our bases, could you try resetting your Nest Hub to its default settings? If the issue persists, provide us the fuchsia version of you display.

Best,

Alex

Re: Google Nest Hub stuck on clock screen

cneophytou — Tue, 20 Dec 2022 22:35:10 GMT

It doesn't look like the hub is running Fuscia, it says software version 47.9.4.447810048

Re: Google Nest Hub stuck on clock screen

Azarco — Tue, 20 Dec 2022 22:40:48 GMT

Hi cneophytou,

Gotcha. Did resetting your Nest Hub work? If not, could you fill out this form so that we can check this with our team?

Thanks,

Alex

Re: Google Nest Hub stuck on clock screen

cneophytou — Tue, 20 Dec 2022 22:52:19 GMT

As I mentioned in my first amd third messages, I've ready tried resetting. For good measure, I reset yet again. It didn't help (if anything it looks like it's made it worse).

Fill out what form?

Re: Google Nest Hub stuck on clock screen

Azarco — Tue, 20 Dec 2022 23:09:57 GMT

Hey there,

Oops! We're sorry for that. Here's the form.

Regards,

Alex

Re: Google Nest Hub stuck on clock screen

cneophytou — Tue, 20 Dec 2022 23:41:02 GMT

Submitted

Re: Google Nest Hub stuck on clock screen

Azarco — Sun, 25 Dec 2022 16:26:01 GMT

Hi cneophytou,

We're sorry for the delayed response. We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Alex

Re: Google Nest Hub stuck on clock screen

cneophytou — Mon, 26 Dec 2022 07:29:00 GMT

given there's multiple threads for this exact issue, none of them with a resolution but rather being sent offline through the form, I think it would be advisable to keep the thread open to update once the issue is traced.

Re: Google Nest Hub stuck on clock screen

Dan_A — Mon, 26 Dec 2022 21:09:37 GMT

Hi cneophytou,

Understood! We'll keep track of this case until you're contacted by our higher support team.

Kind regards,

Dan

Re: Google Nest Hub stuck on clock screen

Dan_A — Sun, 08 Jan 2023 00:04:05 GMT

Hey there,

Upon checking, our team has already sent further troubleshooting instructions to your email. Let’s continue through that channel. Also, please be advised that this thread will be locked after 24 hours.

We appreciate your patience.

Cheers,

Dan

Re: Google Nest Hub stuck on clock screen

cneophytou — Sun, 08 Jan 2023 09:18:11 GMT

They didn't, they asked for a video of what's happening, so starting the debugging from scratch.

As for this thread, I highly recommend leaving it open until a resolution is reached, there's multiple threads on this issue and all of them closed in the same fashion without amy updates.

Re: Google Nest Hub stuck on clock screen

Muddi — Mon, 09 Jan 2023 01:46:54 GMT

Hey cneophytou,

Chiming in, could you share the link so we can check it? Please note that we as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

Moving forward, please send the required video needed. This is for us to investigate the issue further. Make sure to send it via email on case ID: 2-6547000033597.

Cheers,

Muddi

Re: Google Nest Hub stuck on clock screen

cneophytou — Tue, 10 Jan 2023 15:55:04 GMT

Identical threads:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Nest-Hub-stuck-on-clock-screen/td-p/201893

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-home-hub-stuck-on-clock/m-p/210970

I think there were at least 2 more I found, but can't locate them now.

Re: Google Nest Hub stuck on clock screen

Dan_A — Sat, 14 Jan 2023 20:52:04 GMT

Hi cneophytou,

Our team has sent additional questions to further the troubleshooting steps to your email. Please continue the conversation there as this thread will be locked after 24 hours.

Kind regards,

Dan