topic Re: Nest Hub (1st Gen) Crashes and Resets Daily in Speakers and Displays

Nest Hub (1st Gen) Crashes and Resets Daily

LegalBeagle — Wed, 20 Oct 2021 18:27:45 GMT

Within the last few months, my Nest Hub (1st Gen) has started crashing and resetting itself occasionally, but at least once a day. It generally occurs when being asked to play something on Spotify, but has also occurred following other commands like "add this to my shopping" or "start a timer". I've tried resetting the device, but the problem persists.

There have been a number of other posts with this or a similar problem, and most seem to have moderators acknowledging that it's frustrating and then locking the post after a few days without any word on a solution. It would be helpful if this or other threads could stay open until a solution is posted.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

stewievslois — Thu, 21 Oct 2021 13:17:06 GMT

This is very similar to my issue raised here https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Spotify-Won-t-Play-Nest-Hub-V2/td-p/25791

It seems this has been an ongoing issue for a while https://support.google.com/googlenest/thread/122184844/hub-crashing-when-playing-music-speaker-groups-broken?hl=en

Re: Nest Hub (1st Gen) Crashes and Resets Daily

frances — Fri, 22 Oct 2021 20:28:31 GMT

Hello @LegalBeagle

Thanks for your comments. We lock threads when there is inactivity on the thread. Also, for some situations, we have to make a case. When a case is made, the support team takes over the issue and privately contacts that user to try and resolve the issue.

I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 2-9615000032474.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

frances — Fri, 22 Oct 2021 20:39:15 GMT

Hello @stewievslois

Thank you chiming in and sharing your thoughts.

I will reply with an update to your post when I receive more information on my side. Thanks for your patience.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

LegalBeagle — Sat, 23 Oct 2021 19:33:21 GMT

I agree, @stewievslois. A quick search using "nest hub crash" shows several threads with similar problems that seem to have started in the last two months:

It would be helpful to get some sort of acknowledgement that this is a known issue that is being actively investigated or worked on by the support team.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

LegalBeagle — Sat, 23 Oct 2021 19:35:15 GMT

Thanks, @frances. I'll update this post as soon as I hear from the support team so that others will know what to expect if they are having a similar problem.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

stewievslois — Sun, 24 Oct 2021 15:47:09 GMT

Hi,

I also have a Case-ID which is 8-5967000032051

I have ruled out:

1) Issues with my Spotify account by confirming with Spotify that my account is correctly functioning. I have also tried a different Spotify account on my Nest Hub and experienced the same issue.

2) my networking - I have the same issue when the Nest Hub is connected to a mobile hotspot.

Will update with any further news.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

stewievslois — Mon, 25 Oct 2021 10:01:23 GMT

@LegalBeagle and @frances

Re: Nest Hub (1st Gen) Crashes and Resets Daily

stewievslois — Wed, 27 Oct 2021 09:49:54 GMT

Hi @LegalBeagle

Any update from support?

thanks

Re: Nest Hub (1st Gen) Crashes and Resets Daily

LegalBeagle — Wed, 27 Oct 2021 12:38:10 GMT

Thanks for checking in. Nothing from support yet, including an acknowledgement that a case was opened. I'll update as soon as I hear something.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

Dennichio — Thu, 28 Oct 2021 21:07:32 GMT

I have the exact same problem since a month or two

Re: Nest Hub (1st Gen) Crashes and Resets Daily

dfxgh — Sat, 30 Oct 2021 18:21:30 GMT

I also have this same issue! It is so annoying and usually happens when I'm using the device. Has anyone received a fix for this?

Re: Nest Hub (1st Gen) Crashes and Resets Daily

stewievslois — Wed, 03 Nov 2021 15:48:21 GMT

Hi @dfxgh and @Dennichio

I’m sorry to say I’ve not heard of a fix from Google yet.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

LegalBeagle — Wed, 03 Nov 2021 14:34:45 GMT

Another crash just now immediately after asking it to play something on Spotify. I hate to say this, but sometimes this does feel like a symptom of "planned obsolescence " given the timing of this problem following the update to the Fuschia OS.

Still nothing from support.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

stewievslois — Wed, 03 Nov 2021 15:53:01 GMT

I spoke with customer support again yesterday but I must admit it feels like I’m going round in circles.

I still can’t play anything through Spotify without crashing the hub.

The person I spoke with yesterday said they thought it was an isolated issue with my device. I pointed them to this thread to highlight that wasn’t the case.

It does seem like no one is looking at this as a real issue.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

Penney2021 — Fri, 05 Nov 2021 18:53:57 GMT

I have the same issues so frustrating

Re: Nest Hub (1st Gen) Crashes and Resets Daily

AJ_81 — Fri, 05 Nov 2021 21:43:11 GMT

Same issues occuring on all x3 of our nest hubs. Mainly when asking to play music from Deezer. Hangs, then crashes.

And most recently, it's now caused one of my hubs to reset to factory.

Must be a software update as I've had this for nearly 3 months now. Never before.

Sort it out Google, at least acknowledge it

Re: Nest Hub (1st Gen) Crashes and Resets Daily

stewievslois — Fri, 05 Nov 2021 22:21:54 GMT

I have heard back from Googles third line support (or I assume third line as it’s the third person I’ve been passed too). I was advised to do exactly the same steps to resolve the issue as I have been advised twice before which clearly didn’t work.

I have given up and returned the Nest Hub 2 to the retailer for a full refund.

I honestly think how Google are handling this problem is atrocious.

Re: Nest Hub (1st Gen) Crashes and Resets Daily

Penney2021 — Fri, 05 Nov 2021 22:47:04 GMT

cant believe they don't have an answer, shouldn't have to come to returning the device. I've had my hub for around a year now and noticed this started happening within the last 4-6 weeks. No issues whatsoever prior, if I cast I have no issues just asking the hub direct with voice commands fails to load Spotify successful. Not good!

Re: Nest Hub (1st Gen) Crashes and Resets Daily

random4583453 — Sat, 06 Nov 2021 10:58:00 GMT

I have the same issue, a perfectly working device seemingly ruined by a software upgrade. I found support very dismissive and making me wear the burden of paying for packing of return, signing disclaimers about incurred costs if the device was found to be not faulty etc. All this despite acknowledgement that some devices were having software upgrade issues. Support was sub standard, lacking escalation process. Customer service never got back despite my request.

If there is enough of an issue here wondering if this should turn into a class suit here?