Google Nest Hub stuck on clock screen

[cneophytou]

Hi, I'm experiencing the exact same problem as this post: https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Nest-Hub-stuck-on-clock-screen/t...

There's a couple more. I've tried resetting, flowed everything I can, but none of the posts seem to have any resolutions.

This is the device information:

System firmware version: 324896


Cast firmware: 1.56.324896


[cneophytou]

As I already mentioned, I've tried resetting.

[Azarco]

Hey cneophytou,

We appreciate you for trying the steps shared on that Community thread.

We have additional questions we'd like to ask.

• When was this issue (stuck on the "G" logo) first noticed?
• Was the device already in this state when you first discovered it?
• If not, were you interacting with the device when it happened?
  If so, what were you trying to do?
• Did you unplug the device or was there a power outage shortly before you discovered the issue?
• Are you still using the original power cable and adapter?
• Where and when did you purchase your Google Nest Hub?

We appreciate the assistance, MikeClark!

Regards,

Alex

[cneophytou]

A couple of weeks ago. I use the nest hub as a nest cam monitor, and I've managed to narrow this down to happening while viewing a nest cam. Often times it'll crash on that screen. When I try to interact with it, it falls back into the Clock-only mode. Restarting the device (pulling the plug) helps temporarily. Also quite often (in the middle of the night) while in nest cam viewing mode, the device will loudly proclaim "Something's gone wrong" with no other indication, and find itself in this crashed mode.

I am using the original power adaptor, purchased from the Google store.

[Azarco]

Hello there,

Thanks for the update. To make sure we cover all our bases, could you try resetting your Nest Hub to its default settings? If the issue persists, provide us the fuchsia version of you display.

Best,

Alex

[cneophytou]

It doesn't look like the hub is running Fuscia, it says software version 47.9.4.447810048

[Azarco]

Hi cneophytou,

Gotcha. Did resetting your Nest Hub work? If not, could you fill out this form so that we can check this with our team?

Thanks,

Alex

[cneophytou]

As I mentioned in my first amd third messages, I've ready tried resetting. For good measure, I reset yet again. It didn't help (if anything it looks like it's made it worse).

Fill out what form?

[Azarco]

Hey there,

Oops! We're sorry for that. Here's the form.

Regards,

Alex

[cneophytou]

Submitted

[Azarco]

Hi cneophytou,

We're sorry for the delayed response. We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Alex

[cneophytou]

given there's multiple threads for this exact issue, none of them with a resolution but rather being sent offline through the form, I think it would be advisable to keep the thread open to update once the issue is traced.

[Dan_A]

Hi cneophytou,

Understood! We'll keep track of this case until you're contacted by our higher support team. 

Kind regards,

Dan

[Dan_A]

Hey there,

Upon checking, our team has already sent further troubleshooting instructions to your email. Let’s continue through that channel. Also, please be advised that this thread will be locked after 24 hours.

We appreciate your patience.

Cheers,

Dan

[cneophytou]

They didn't, they asked for a video of what's happening, so starting the debugging from scratch.

As for this thread, I highly recommend leaving it open until a resolution is reached, there's multiple threads on this issue and all of them closed in the same fashion without amy updates.

[Muddi]

Hey cneophytou,

Chiming in, could you share the link so we can check it? Please note that we as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.
 

Moving forward, please send the required video needed. This is for us to investigate the issue further. Make sure to send it via email on case ID: 2-6547000033597.

Cheers,

Muddi

[cneophytou]

Identical threads:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Nest-Hub-stuck-on-clock-screen/t...

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-home-hub-stuck-on-clock/m-p/2109...

I think there were at least 2 more I found, but can't locate them now.

[Dan_A]

Hi cneophytou,

Our team has sent additional questions to further the troubleshooting steps to your email. Please continue the conversation there as this thread will be locked after 24 hours.

Kind regards,

Dan