Google Hub max freezing

[Andhanni]

For the last few weeks I have noticed my Google Hub to freeze and lock the screen on an image and time. While Google will respond to voice commands and questions to do function, the image will not change and the Photos will not show. The clock will continue to show the same time as well.  The only work around to fix this is to manually reboot the device by pulling the power and waiting 2 minutes before rebooting.  To this inquiry I am wondering if anyone else is encountering similar issues and how they are addressing it.

[JillG]

Hi @Andhanni 

I would try doing a full factory reset. On the back of Nest Hub, press and hold both volume buttons together for about 10 seconds. Your Nest Hub will let you know that it's resetting. See if that helps. Update the Google Home app.

Other things to do are move your Hub closer to your router. Reboot your router as well.

[Qwen29]

Doing a factory reset changes nothing, rebooting the Nest Hub both in the app and or at the power point changes nothing, rebooting the router won’t change anything, updating the app changes nothing and finally talking to Google staff for a solution changes nothing, they caused the issue with their recent update and now we are left with a useless piece of so called high graded technology that  just constantly freezes and cannot be fixed

[Tktauber]

I am having this exact same issue. Started a day or so ago. You are not alone. 

[Dewy]

Me too , every thing worked perfectly for the last 6 months then this issue started, you reboot and all is good then the next day at no particular time it’s frozen 

[Benitocamelas]

Same here. Started a week ago or so. Can Google say something? Launch a firmware update? 

[Dewy]

Don’t Google read these issues and respond , I have emailed them 3 times and had nothing from them , anyone else heard ?

[spider-jedi]

Same here. I have had this device for over a year and it was working fine now it freezes very few days. Like come on 

[Whufc4life1]

Exactly the same issue here. Started maybe 3-4 weeks ago. Uber frustrating as we've only had our hub max for about 18 months. Could someone from Google at least acknowledge the issue?

[TheScout]

And one more.  I have my Max since 2020. Never had a problem but after the last update I have a freeze of time and photos (now it's the silly weather frog all the time. 🙄) at least one time a week. Nothing helped, not a factory reset, not unbind and bind it to the app again,... 

Maybe it's just a normal lifespan of three years, after that it's  not on there agenda of Google anymore. 🤷🏻

Never had problems with the other devices like the Home, Home Mini or the New Nest Hub.

[b99g51]

I have exact same problem with mine. I just got it a month ago. It just stops on one screen even the time stops updating. Unplugging is the only temporary solution unit the next freeze. 

[Durka4life]

If you have the weather frog on, turn it off! I've turned it off and haven't had a problem since... Renaming it the FREEZING FROG

[Qwen29]

😝😝😝😝 - Awesome response ( Freezing Frog ) 😀😀😀😀

[jtu81]

Same issues here. Nothing seems to work, hoping for an update from Google soon.

[X72]

Mine has tended to freeze up when streaming video randomly ever since I got it, but only just within the last few weeks has begun to show the issues everyone else is mentioning here where the screen will be frozen in the past but the hub will otherwise be responsive to voice. This is one of the most disappointing purchases I've had from Google and the main reason I can't bring myself to buy the new tablet as much as I'd like to. Hopefully there will be some kind of an update that fixes this issue but after the pitiful support I've received prior I don't have high hopes.

[Qwen29]

Hello to all that have responded to the generic email about their Google Nest Hub Max freezing up, well I have been reading all your replies and decided it’s time to respond, this reply came back from Google support after I ripped it up them for causing the issue and refusing to fix it, their response is pathetic and they do have no idea the inconvenience they are serving out to the community, I would suggest like myself you don’t invest financially in any forth coming offers for their products, they want the sales financially, but haven’t a clue how to fix their f*** ups, I found customer service disgusting and very disappointing, as mentioned here is their reply, I have had no further interaction with customer service because they are useless, patience Google owners that all I can say 

Hello Priscilla,

Thanks for reaching out to the Google Nest Customer Care Team.

Apologies for the late email. These steps are actually part of our troubleshooting steps, its not that we don't know what we're doing we are narrowing down what's causing the issue. We also suggest these steps to other customers who faces the same issue.

[Dewy]

Thanks for your update, it doesn’t show what they expect us to do , at least you got a response, I wrote 3times and they didn’t/ haven’t even responded, hopefully your dealings with them will get them doing something, 

[Qwen29]

My apologies it never printed out the alternative given to me, so here it is use your HOTSPOT and or plug your Google Nest Hub Max into an alternative WIFI ( I’m guessing they are referring to one others WIFI ) not sure how many wifi Google customer service believe a residential property should have attached to it, I mean I pay for unlimited and one service, so I’ll have to bludge of the neighbours I guess they expect to see if their caused issue fixes it.., W⚓️

[Dewy]

I hope I’m not jumping the gun here but for the last 4days I have had no issues, all is as it should be, hope everyone else is experiencing the same

[jtu81]

Same! So far so good!

[Juni]

Hey there,

Thanks for keeping us in the loop. I’m glad it’s working now. If you need anything you know where to find us.

Cheers,

Juni

[Dewy]

I wrote too soon , I thought they had fixed the issue ,4days with no issue then tonight , freeze , I’m so over this , it should just work ( like it used too. ) mine is still in warranty 

[ng2]

I am experiencing same issue, started about month back +-

[Juni]

Hi Dewy,

Thanks for keeping us in the loop. If possible, could you try to use another network and observe if it makes a difference?

Keep me posted.

Regards,

Juni

[pauldorn]

Same issue.  Its been occuring for a week or two.  Just happened again this morning at 10:12 AM.  I know that because it is 7:55 PM but the screen still shows this morning.  

Voice commands respond fine and I can control other devices.  Attempting commands that should update the screen such as "stream dog run camera" result in an eventual response of "something went wrong".

This commands work fine on my kitchen hub and on this one when it is not locked up like this.

Once it locks up like this, only a power cycle fixes it TEMPORARILY.

[Juni]

Hi folks,

pauldorn and ng2, thanks for posting. Have you tried using another network? Try it and observe if it makes any difference. Let us know the result by updating this thread.

Thanks,

Juni

[Qwen29]

Juni define “ try using another network “ because I have already weeks ago told you that another network is a ridiculous idea to suggest, this is a residential issue not a business issue, residential pay for one wifi network, yes one can “ forget this network “ but then where do you expect one to plug their Google Nest Hub Max up to again, I told you I pay for one wifi network and that is my only option, so “ forgetting the network “ and plugging my GNHM into another network is just not an option, why do you keep suggesting that stupid idea, these are residential customers your addressing not Google business owners, Google caused this issue with a recent update, now Google needs to fix it, don’t expect residential customers to agree with your stupid idea when you have been told your idea is just  not going to fix Google problem they caused!  

[Dewy]

what a silly response, none of us had any issues until recently, what do you expect us to do plug in to our Neighbour’s’? Google caused this issue we were all fine till recently, on the same wifi we are still using , 

[Qwen29]

The ultimate response, finally someone else sees the light to, now just have to get Google to understand basic English, you go man best response ever 😂😂😂😂

[pauldorn]

+1 For this response.

[spider-jedi]

I turned off the Google weather frog and it hasn't frozen since. I noticed it only ever froze when it showed the weather frog. So far it's been a few days and it hasn't frozen. So Google definitely needs to do something about the weather frog freezing

[pauldorn]

This could be right.  @Juni .

Google needs to look closely at changes to that feature.

I am waiting until it freezes again to confirm, but each time, it has frozen already; I think this was the case.

Also, I just went to look at the settings and weather frog was OFF.  I am STILL pretty certain that the frog was on the screen each time it froze, so what gives?

I suspect google had it on by default in the background (With UI erroneously showing OFF) or turned it off remotely in the last few days.

I turned it on and will see how long it takes to freeze. 

[Dewy]

Thank you , to all , between us I’m sure we’ll do what Google should be doing , I had complained earlier to Jb hi fi about this issue ,on Saturday they replaced it (was still under warranty) I’ve turned off the frog and using art, no issue so far 

[Juni]

Hi everyone.

Thanks for the feedback. We are just trying to isolate this by using another network, like your mobile hotspot, if possible. I’m glad that you all are getting positive outcomes. Let us know if the issue persists by updating this thread.

Thanks,

Juni

[pauldorn]

I redacted my own message due to the use of inappropriate words for a public forum.

[Juni]

Hey pauldorn,

Thanks for that. How is it so far? Are you still experiencing it? Let us know if you need further help, we are here to assist.

Best,

Juni

[Qwen29]

Juni, please don’t give yourself any credit, Google and your stupid ideas did zippo to assist us, many still have the issue, we don’t and should not need to use our hotspots which tear into our wifi, hotspots are designed for emergency use or outdoor use such as studying on your lap top, hotspots are not designed to use Google Nest Hubs Max or Mini plugged into them so we can enjoy memories which your technology is supposed to provide us on our wifi network system, so kudos to us Google uses who together without the stupid ridiculous feedback offered by Google found a way to help start their Google Nest Max Hubs and Mini’s work without freezing up since Google caused the issue with their update, high five to the user who suggested removing the weather frog, I haven’t looked back, good on you, best of luck to those users still trying to iron out the wrinkles, fall on this community forum because Google don’t have a friggen clue, what they do give you is a bad taste to their products and very high blood pressure,  so Juni we got the problem worked out we don’t need useless feedback anymore, you go plug into your own hotspot or bludge of your neighbour, we got it, and you never did or said a thing to help us!

[Dewy]

Well said , couldn’t have expressed it better , 

[MattV1]

I'm having the same issue. I was considering getting the Pixel Tablet on Black Friday, but after reading these responses, I think I'll pass.

[MattV1]

Disabling the frog seems to have worked.