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Google Nest Hub 2 - Interface Outdated

LeeroyR
Community Member

Hi,  I have two "Nest Hub Gen2".

One has received the new interface, but the other remained under the old.
They both have the same version : 
Software : 47.9.4.447810048
Firmware : 1.56.324896

I have already tried to reset the problematic device.
I have had the devices for less than 6 months, the interface was like this when I bought it.

What can I do to fix this, or who should I contact ? 

Thank you

18 REPLIES 18

LeeroyR
Community Member

Up ? 

Dan_A
Community Specialist
Community Specialist

Hi LeeroyR,

 

This is not the experience we want you to have, let me help you. A few questions: were there recent changes made? When you did the reset, was it the same steps as what you see in this link?

It would help a lot if you could do a sequential reboot first: 

 

  1. Unplug the power cord of your router, followed by your Nest speakers.
  2. Plug them back in after 3 minutes.
  3. Restarting your phone might also help.

 

To eliminate network issues, please try setting up your device using a mobile hotspot. Please note that you will need two mobile devices for this setup (one will serve as a router and the other to be used to set up your Google Home/Nest devices). Once done, check if your device will have the same behavior.

 

Let me know how it goes.

 

Best,

Dan

LeeroyR
Community Member

Hi, thanks for your help

I did a new reset, as well as a sequential reboot, but without success.

The interface is still the same.

LeeroyR
Community Member

Up ?                  

Dan_A
Community Specialist
Community Specialist

Hello LeeroyR, 
 

Is the Google Nest Hub (2nd gen) with its outdated interface sluggish and slow to respond? You can adjust its "Hey Google" sensitivity to maximum. You can also join the Preview Program on this device to make sure it is completely updated.

 

See this helpful guide about the Preview Program for more details.

 

I also need to see the interface of the said Nest Hub 2nd Gen to see what we're dealing with. Here's how to send a picture:

 

  1. Hit reply or Start a new post.
  2. Click Insert Image.
  3. Choose an image source location.
  4. Follow the on-screen instructions.
  5. Also, you can tap the "Drag and Drop" option.
  6. Maximum attachment is 5 MB.

 

Cheers, 

Dan

LeeroyR
Community Member

Hi, It is slow like a classic Nest Hub, but no specific malfunction.

I already joined the beta program for the same purpose, but nothing.

I'm sending 2 pictures, number 1 is the faulty NestHub with the bar at the bottom,
number 2 my other NestHub, with what I should have, a drop down menu from the top.

Thanks in advance for the help !

1122

Muddi
Community Specialist
Community Specialist

Hi LeeroyR,

 

Chiming in, could you tell us when and where you purchased your Nest Hub (2nd gen)?

 

Cheers,

Muddi

LeeroyR
Community Member

Hi !

As said above, I got both Nest Hub in the last 6 months, both via a promotional offer, one at "Darty", and the defective one at "Fnac", commercial stores.

The interface is in the same state as when I bought it.


Thanks in advance for the help 🙂

Muddi
Community Specialist
Community Specialist

Hey LeeroyR,

 

Thanks for the information. For us to further check what's going on with your device, please fill out this form with all the needed information.

 

Let us know once done.

 

Cheers,

Muddi

LeeroyR
Community Member

Hi,
it's done !  🙂

Princesss
Community Specialist
Community Specialist

Hi LeeroyR,

 

Could you please fill out the form one more time?

 

Best,

Princess

Hi, It's done again 🤔😬

Princesss
Community Specialist
Community Specialist

Hi LeeroyR,

 

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi LeeroyR,

 

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

Hello

I am losing patience with your equipment.

As I have to send you back my Nest Hub with the obsolete interface that was in the kitchen, and this is the most important one.

I wanted to take the one in the bedroom with the updated interface to replace it faster.

For that I reset it to be clean, but once done, my second Nest Hub is also back on the old interface which is obsolete, I find myself with 2 Nest Hub that have an obsolete interface.

Why is that?

In order for you to understand my problem, here is a youtube video of the interface I want to have.
https://youtu.be/iQWYzxyNFTs

Please, help me. 😑

LeeroyR
Community Member

Up ! 

LeeroyR
Community Member

Up up pls !

Dan_A
Community Specialist
Community Specialist

Hi LeeroyR,

 

Upon reviewing the case, we’re glad that you’re able to speak with our higher tier of support and gain common ground. You’re in good hands. With that, if you have other questions or concerns, continue through email. We can now mark this as complete and will be closing this thread in 24 hours. 

 

Kind regards,

Dan