App tray google hub 2nd generation

[Karelyn1]

The app tray is not showing up on my Google hub. 

It works when I add it to my mom's home but not at my home.

I master reset it, removed and re-added, checked to make sure its up to date. I took one of her hubs to my house and didn't show app tray but when I take it back to her house the app tray shows up. HELP PLEASE!

[Azarco]

Hey Karelyn1,

Thanks for reaching out.

To better look what's happening with your device, could you send us a picture of your Google Nest Hub with and without the app tray? Also, have you tried uninstalling your Google Home app?

Best,

Alex

[Azarco]

Hey Karelyn1,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Alex

[Karelyn1]

This is what it looks like with the app tray at my moms house same hub 

 

[Karelyn1]

Yes I have tried that. I uploaded a photo of the app tray working.

[Karelyn1]

 

[Princesss]

Hi Karelyn1,

Thanks for the details you've shared. Let's go ahead and perform a complete reset to your Google Nest Hub and see if this will change its interface. Lastly, kindly provide the cast firmware version of your Google Nest Hub.

To check which firmware version you're on, follow these steps:

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app .
3. Touch and hold your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Best,

Princess

[Karelyn1]

1.56.309385 is what it shows under the device 

[Princesss]

Hi Karelyn1,

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

Best,

Princess

[Princesss]

Hi Karelyn1,

We just want to check if you have seen our response posted above. Let us know if you have filled out the form so we can check.

Best,

Princess

[Jake]

Hey Karelyn1,

I wanted to check in and ensure you are good to go. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity.

Best regards,
Jake