Google Nest Community

jp23 · ‎07-31-2023

I reported this issue months ago and saw the many responses of people having the same issue. Finally there was a recommendation from Google to enable the "Preview Program" for the device in the Google Home app, which I did (firmware version 11.20230306.3.135). This worked, for awhile. The frame is now freezing again and no amount of restarting seems to clear this up.

What changed from what appeared to be a fix to it now not working again? Thank you.

Muddi · ‎08-15-2023

Hey everyone,

Sorry to hear that your photos are freezing again. I've shared these reports with our team, and we're looking into this. We appreciate your patience and understanding!

Cheers,

Muddi

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Muddi · ‎08-24-2023

Hi folks,

Sorry for the inconvenience and thanks for your patience. We're already on top of this, hang tight. We'll be sharing updates here in the Community as soon as we have them.

Cheers,

Muddi

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Karlos2 · ‎08-10-2023

I'm also on version 135 and changed time, to no avail, very frustrating.

GameraFan · ‎08-10-2023

Increasing the time does not fix the issue.

Why was .135 moved from Preview to Production before confirming there weren’t any issues with it?!

I agree with the others that this is extremely frustrating.

vilasi1 · ‎08-13-2023

@Muddi

Google Nest randomly freezing. This was a problem that was fixed a month back and it has regressed now again.

Please see this thread. Extremely frustrating. Cannot believe the Google engineers have no idea what they are doing with this.

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Hub-photo-s-freezing/m-p/409571/page/10

xiteg79 · ‎08-14-2023

The same thing is now happening again to me. A few months ago it was just freezing on a photo and then the idea was to move it to the "preview program" or such and that did work. Now, it will get stuck on a picture for anywhere from 10 minutes to an hour+. Now I am back to swiping to the next pic. I have my frame to cycle through pics every minute.

FW Version is: 11.20230306.3.135

Cast FW: 1.69.362882

This is really getting annoying that something so simple seems to be so difficult to fix.

vilasi1 · ‎08-14-2023

Exactly. This is insane!

Muddi · ‎08-15-2023

Hey everyone,

Thank you for bringing this to our attention. Our team is aware of the issue and is actively working to resolve it. As part of our efforts to keep everyone informed, I will duplicate this thread in the main one.

Please note that once moved, this original thread will be locked.

Cheers,

Muddi

vilasi1 · ‎08-15-2023

Hi @Muddi ,

Thanks for the confirmation that the Google team is aware of this issue. Sorry to say this, but this raised the competency question on the part of the Google engineers. Do you folks know when the fix will be available and not to mention that when the fix is made available that it will be for good.

GameraFan · ‎08-14-2023

Jimsharron2023 · ‎08-14-2023

Wow! So many threads. Too bad they aren't consolidated. Good job GameraFan

C'mon @Princesss

@Muddi

@KiiFromGoogle

This is over the top.

Jimsharron2023 · ‎08-14-2023

Re: Google Nest Hub Randomly Freezing-Issue reapears with vengeance

@KiiFromGoogle

@Muddi

@Princesss

jyscheng · ‎08-15-2023

At what point would it be appropriate to describe this as an epic fail ?

We all make mistakes ... we don't all make the SAME mistake immediately one after another ...

danalewis914 · ‎07-29-2023

There was a thread on this issue but it will not allow me to comment or reply https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Hub-photo-s-freezing/m-p/409470#M79754

The issue seemed to be fixed in the software ending in .134. Mine started freezing again and I just checked and the software has updated again to .135. It seems the latest update has broken this again.

To recap, my Next Hub photo frame is freezing again. This has been a very frustrating issue and is even more frustrating now that it appeared to be fixed and is broken again!

Slooffmaster · ‎07-30-2023

Here I have the same issue AGAIN… This is with a Nest Hub running firmware version 11.20230306.3.135 which apparently breaks the photo frame feature again.

MplsCustomer · ‎07-30-2023

@danalewis914and @Slooffmaster

We haven't encountered this, but have you tried a simple reboot, either by unplugging your Nest Hub Max or Nest Hub for a minute or by rebooting from within the Google Home app?

Slooffmaster · ‎07-31-2023

@MplsCustomer Thanks. I’ve rebooted the devices twice using the Home app, both time the functions starts off fine but quite soon the refreshing of images stops or slows down (up to an hour).

danalewis914 · ‎08-02-2023

I've done the same thing (rebooted and unplugged) and it will work for a while and then get stuck again. I say "next picture" and it starts back up but ends uo getting stuck again.

RXShorty · ‎08-03-2023

Hi @danalewis914 and @Slooffmaster

There is a hotfix rolling out but you can use this work around:

Go to the device Settings > Photo Frame.

Under Slideshow speed, select a longer duration for how often Ambient images change.

Slooffmaster · ‎08-03-2023

Thanks for the update. I’m assuming this hotfix is made available through the preview program, correct?

I’ll monitor the firmware and whether the hotfix fixes the issue.

danalewis914 · ‎08-05-2023

@RXShorty , I currently have mine set for 10 seconds. What should I change it to? @Slooffmaster have you tried changing this on yours and did it work?

Muddi · ‎08-15-2023

Hi folks,

Thank you for bringing this to our attention. Our team is aware of the issue and is actively working to resolve it. As part of our efforts to keep everyone informed, I will duplicate this thread in the main one.

Please note that once moved, this original thread will be locked.

Cheers,

Muddi

Armand · ‎09-16-2023

Muddi, you've been commenting the same message for MONTHS.

Nothing is fixed.

Can you do the community a favor and NOT mark any of these threads as resolved or closed when it's abundantly clear the issue persists.

Doesn't resolved or locked suggest the issue is fixed..?

Jobi · ‎08-11-2023

@RXShorty This hotfix does not solve anything. Need a firmware revert back to version .134 which did not have the freeze bug.

Armand · ‎09-16-2023

Mine is set to 30 seconds, then tried 1 minute... How much longer does it have to be for this workaround to "work"?

vilasi1 · ‎08-14-2023

Frustrating to see how pathetic the Google engineers are working on this product

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Nest-Hub-Randomly-Freezing-Issue...

SteveE1 · ‎08-17-2023

my photo frame is also freezing again

Johngilham · ‎07-29-2023

After months of Google not being able to fix the problem of the Nest Hub photo frame freezing it s tarted to work ok about three weeks ago after a firmware update. Now it’s started to freeze again. It’s soon going in the bin as it’s not fit for the reason I purchased it. Before anyone from Google asked if I have rebooted, factory reset etc etc I have and am not doing it again.

Jobi · ‎07-29-2023

Same here. It looks like they updated the firmware. It went from .134 to .135 and the freeze is back.

Slooffmaster · ‎07-30-2023

Same here with firmware version 11.20230306.3.135. This is getting annoying and makes me consider binning the unit and purchasing an alternative solution that does work reliably…

Muddi · ‎08-03-2023

Hey folks,

We have released a new firmware update for the Nest display, which should resolve the issue with the photo frame. Please verify if your device's firmware version is now updated to version: 11.20230306.3.135. If it is, please follow the steps below and let us know if they resolve the issue.

Open the Google Home app.
Go to the device Settings > Photo Frame.
Under Slideshow speed, select a longer duration for how often Ambient images change.

Cheers,

Muddi

Slooffmaster · ‎08-04-2023

Thanks. Does this mean version 135 has the fix you’re referring to? In that case I can confirm it is this version (135) where the issues are reappearing.

Jobi · ‎08-04-2023

Worked for 12 hours then froze again.

Johngilham · ‎08-04-2023

They software is up to date but That didn’t work,

dmsteslow · ‎08-04-2023

My firmware version is 11.20230306.3.112016

tried resetting the time between photos, doesn’t work. Still freezes.

Jimsharron2023 · ‎08-05-2023

Hi Muddi. My Max Hub is on the new version.135 and I tried your recommendation to set the time to a longer change setting. This does not resolve the issue. Still freezing.

eeeee · ‎08-08-2023

I've got the ...3.135 version and it's freezing multiple times a day. I had joined the preview program a couple months ago to get a fix that did work, and then I left the preview program (not wanting to be a beta tester). But then just recently, likely with this update, things have broken again on the Nest Hub Max. Very frustrating.

dmsteslow · ‎08-10-2023

I have a Nest Hub, not a Max. Firmware is still 11.20230306.3.112016. Freezing more frequently than ever! I changed the timing between photos, disconnected from power. Google should be embarrassed by this product!

dmsteslow · ‎08-11-2023

Hi Muddi

My Nest Hub is freezing every FIVE MINUTES now!

System firmware version: 11.20230306.3.112016 

Can you please provide some guidance or updates?

Jimsharron2023 · ‎08-11-2023

dmsteslow, I'm not sure anyone is listening to us this time. There are at least three threads with various subject titles on this reocurring problem. However, @Muddi and @Princesss seem to think it's been resolved and it's clearly not. I've followed their instructions but it's a software issue on the Google side. We don't seem to have the numbers of people complaining. But my guess is people aren't speaking up. That's what it took last time.

steveindanville · ‎08-11-2023

There was a specific link we could use and a code of some kind to get them to look at an official problem. It had something like GTK3 or something as a hint to the issue.

Jimsharron2023 · ‎08-11-2023

Waste of time. They suggested asking google assistant to send feedback quoting GHT3 I think. But it went into a black hole. I did it again this time around. Nothing. The only thing that prompted help was that thread where we had 375 comments. There isn't that kind of volume this time which is a mystery

Google Nest Community

Hub photo's freezing, again