Google Hub keeps randomly freezing and not responding only solution is to turn off and back on

[Rdianco]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Ian Armstrong 4187 

Google Hub freezing tried factory reset only solution is to turn off and back on started a few weeks ago

[Rdianco]

I’m facing the same issue too, it randomly stops responding. It doesn’t matter if it was idle or if something was being played, once it freezes, only solution is to power it off and power it back on to get it to work again.

- From Ashwin Raj S R (New member replied)

[frances]

Hi All,

I have not received any new responses, so I will lock this thread. If you have any new questions or concerns, please make a new post. Have a nice day!

[frances]

Hi All,

It's been a few days since we have heard from the both of you. Please let me know if these steps have helped resolve your issue or if you still need help. I look forward to helping you, thanks. 

[Wayne_Ellis]

I have just started to see the same thing on my chalk nest hub gen 1

[frances]

Hello @Wayne_Ellis

Thank you for reaching out! I looked into your issue and saw that you contacted Google Support on November 7, 2021 regarding this issue. If you have any other questions or concerns about the issue, please contact the support team again and refer to your Case ID.

The support team has a more in-depth view regarding this situation. Just a reminder, your Case ID is: 3-6220000031662. Thank you! 

[Wayne_Ellis]

Twice now in 2 days does not seem to be at the same time of day or after the same amount of inactivity. 

I have updated my phone app & reset the Google both hard reset & a software reset & its still doing it.

[Wayne_Ellis]

It seems to be getting worse, I have rest it 5 times today & disconnected the power twice, I no longer sure its worth keeping it powered on.

This is now my second nest hub to have problems the last one had screen burn I am starting to thing I should have gone with Alexa's

[Deanmoner]

My brand new nest hub 2 keeps freezing and pausing video and audio. I’m connected to a nest WiFi mesh with over 400mbps speed. Reset everything. This thing is garbage. Come on google - amateur hour with this product. Maybe thats why they’re giving it away??

[Wayne_Ellis]

I have spoken with the Google team & they have confirmed that my Google's last update is what has caused my problems but they did say that the next update would solve the issue but they did not confirm when this would happen 

[Antausten]

Mine is freezing all the time now about 5-10 times a day. Do you know when there will be an update for the software. I'm currently running 45.3.10.415344900

[Jake]

Hey all,

Sorry for the late reply. 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. 

Best regards,
Jake

[Jake]

Hey all,

I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Jake]

Hey all,

I want to ensure you are good to go, and everything is working properly. 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

[Jake]

Hey all,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake

[frances]

Hello @Deanmoner

Thank you for your message.  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: 8-9139000032088.

[Deanmoner]

So what has happened to the case ID that was pulled? I'm still having the problems.

[Ojandotra]

My Google nest hub max shuts down the screen and doesn't react to touches or voice commands. It's happening a lot during Duo calls and once or twice while watching YouTube. I still can hear the video from YouTube and my companion on Duo (btw they can see me, my camera is working). I've already tried hard reset and simple reboots, everything is updated. Also, I don't know what exactly makes my hub to be like this. Sometimes I can't call normally because of this bug, but sometimes I speak for hours and it keeps being good. Kindly review my case.

[Jtf1734]

Mine is doing the exact same thing, all we do is watch kids videos on YouTube and it’s starting to freeze up about every ############ minutes, the sound continues to play but the screen is grey, doesn’t respond to touch, sometimes it responds to voice and will tell me to unplug and plug back in. That will start it back up, but happens all over again. Really irritating. I love this device and we have a couple, please help me get this resolved google. 

[KentuckyMC]

Same issue here. Got my Nest Hub 2nd gen today and it just randomly freezes and stutters. Also Youtube videos are playing well from the start, and suddenly speeding up with choppy sound as well. Not sure what's happening with these screens, but seems my 1st gen worked better then this one.

[Raffes63]

Mine has done it day one every day 2-8 times got on 1-############ what's going on Google?