Google Nest not swiping

[Glynnjau]

Hello all,

I recently set up my Google Nest Hub (2nd Gen) and as I was going through the tutorial on the device, it gets stuck on “Step 2” which is swiping left to see the menu. When I swiped left the curated art/photo frame would appear but not the menu. I did two factory resets in hopes that maybe it was a glitch but this hasn’t fixed the issue. Still stuck on “Step 2.” Do I need to return it for a new one? Is mine a dud? Or is there hope?
Any advice or guidance is appreciated!
TIA

[Juni]

Hi Glynnjau,
 

Thanks for posting and for being a step ahead of us. 
 

This is not the experience that we wanted you to have, let me help you out. A few things: what is the distance between your Nest Hub 2nd gen from your Wi-Fi router? Have you experienced any Wi-Fi connectivity issues recently? Let's rule out the possibility that it has anything to do with the network. Set up your Nest Hub 2nd gen using a mobile hotspot. You need to have two phones for this. Once done with the setup, observe if you will get the same behavior. Follow the steps below.

1. Phone 1 open hotspot.
2. Phone 2 connects to Phone 1 hotspot.
3. Phone 2 download Google Home app.
4. Factory data reset your Google Nest Hub.
5. Setup Nest speaker using Phone 2 and use hotspot as a source of network.

Keep me posted.

Thanks,

Juni

[Muddi]

Hey Glynnjau,

I'm just checking in to see if the troubleshooting steps shared helped? Let us know by updating the thread, and the Community will be happy to lend a hand.

Cheers,

Muddi

[Muddi]

Hi there,

Just bumping in to make sure that you've seen our responses. I'll lock this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi

[Samksmith]

I'm having the same issue but it's not a connection issue - my hub is sitting right next to the router

[Dan_A]

Hi Samksmith,

That certainly hasn't been easy for you ― let's check it out. A few questions, what type of Nest Hub do you have? Is it a Nest Hub Max or Nest Hub 2nd Gen with sleep sensing or the original Nest Hub? Is your main concern also not finalizing the set up? Do you have a new Nest device?

It would help a lot if we could refresh the link between your devices by doing a sequential reboot. Unplug the power cord of your router followed by your Nest device. Plug them back in starting with your router. Restarting your phone might also help.

Tell us how it goes.

Best,

Dan

[Samksmith]

Hi, can now swipe right but not sure if set up actually completed. I skipped setting up calendar but now don't know how to get back to it. It also states my smart globe is off-line, even when it's switched on. I have a nest hub 2nd gen with sleep tracking 

[Princesss]

Hi Samksmith,

Thanks for trying the steps. After you completely set it up, were you able to try playing music or ask it basic commands to see if everything is all set? Also, could you send us a short video clip so we can take a closer look into this?

Best,

Princess

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Juni]

Hello there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Thanks,

Juni