Hub photo's freezing, again

[jp23]

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 · Accepted solution]

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

[Joshs]

I am having the same problem with my Nest Hub. The issue was fixed with the update that was done a month ago (ending in 3.134). There has been another update (ending in 3.135) and photos are freezing again.

[RXShorty]

Hi @jp23 and @Joshs 

There is hot fix rolling out but if you don't have it yet please try the following as a work around:

Go to the device Settings > Photo Frame.

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

[Jobi]

This method does not change anything. What Hotfix are you talking about if it is the firmware update to .135 it is broken. Firmware .134 worked fine.

[Vicki65]

My photos are freezing again. It

was working for awhile

after a firmware update. What

happened?

[Jimsharron2023]

This doesn't work. We need 3.134 back

[jyscheng]

Hi.

After this Spring's photo frame freezing issue was recently resolved (see locked thread:  https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Hub-photo-s-freezing/m-p/413923), it looks like the latest firmware has reintroduced the freezing issue? I can get the slideshow moving again for a while if I change the slideshow speed, but it eventually freezes again.

Somehow, my Google Nest Hub 2nd gen has gone from firmware 11.20230306.3.11201_4_ (which fixed the error) to 11.20230306.3.11201_6_.

According to https://support.google.com/googlenest/answer/7365257?hl=en-CA, 11.20230306.3.112016 is actually a Preview Program release, which is odd since I did NOT opt into the Preview program last time out.

Anyone else experiencing this?

Is it just me having a problem, or can Google Developers not test their code properly?

[Jenjkz]

It's not just you, same thing has returned for my devices as well. 

[Jimsharron2023]

Google hub update to .135 back to freezing again.

Go to the subject thread above. Lots of people have the same issue again

[vilasi1]

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

[Muddi]

Hey folks,

Sorry for the late response here.  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.

@vilasi1: Thanks for sharing those links.

Cheers,

Muddi

[Brian2]

Hi Muddi, I just checked our Google Nest devices this morning and our firmware versions have changed from the .135 version where the photos were once again getting stuck. Now on our two smaller displays the firmware version is 12.20230611.1.58 while on out Max display the firmware version is 12.20230611.1.59. I have the photos on the 30 second refresh cycle and all three devices appear to again be working properly, i.e., the photos are not freezing. When on the .135 firmware version, it didn't take long (within the first 30 to 60 minutes) for the photos to freeze as each device "woke up" in the morning, and I've been monitoring our devices for about an hour this morning, and no freezing is occurring. Could this be the fix??

Question Muddi, now that the .58 and .59 versions have been pushed out to our devices, do I have to do any reboots?

[eeeee]

Wow!  That sounds like great news -- if @Muddi  can confirm this is the fix and let us know the roll-out schedule (my Hub is not updating from .135 despite power-cycles and reboots), we may all get out of this mess.

[vilasi1]

Hi @Muddi,

Same in my case well.  I see that the software has got updated overnight to version 12.20230611.1.59.  Can you please confirm that this has the fix?  In parallel, I will keep checking on my side to confirm if the update has resolved the problem.

Regards,

Vilas

[vilasi1]

Hi @Muddi ,

So far with the update from yesterday, it seems to be working even after 24+ hours.  Thanks.

Regards,

Vilas

[eeeee]

Yesterday around this time, this page https://support.google.com/googlenest/answer/7365257?hl=en#zippy=%2Ccurrent-preview-program-firmware... showed both the preview program and production being on 11.*.135 -- but now the preview program is showing the 12.*.58/59 versions.  I've signed up for the preview program (again) to try to get this update, too.

[eeeee]

After some combination of power-cycling, rebooting, and waiting a few hours, my Nest Hub Max updated to 12.*.59.  No problems in the last 24 hours!  I don't really want to be on the preview program, but then I don't want to have to deal with this bug any more, either...

[PhotoFrameCrap]

@Muddi , joining the Preview Program is not a tenable solution to this problem. People should not have to be beta testers running experimental releases for their Nest Hubs to work properly.

Please let us know when there is a proper solution to this issue.

[Brian2]

Our photos were freezing on our three Google Nest Hub devices, then Google came up with a fix in mid June. Everything started working again until late last week when the photos stated freezing again! 

[Jimsharron2023]

Yup. Same. Here we go once again

[Princesss]

Hello everyone,

Thanks for visiting the Community.

Sorry to hear about this. Have you already tried rebooting your Google Nest displays as well as your router? If no, let's unplug your Google Nest displays and your router from the power source for at least a few minutes. As soon as it is done, plug it back in and observe if you will still experience the same thing.

Lastly, could you share to us your device's cast firmware version so we can check what's causing this to happen?

Check the firmware version of your speaker or display

To check which firmware version you're on, follow these steps:

1. Open the Google Home app .
2. Touch and hold your device's tile.
3. Tap Settings Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Check the version on your Nest display

1.  Swipe up from the bottom of the display screen.
2. Tap Settings About device. You should find your "Cast firmware version."
   • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Looking forward to your response.

Best,

Princess

[Jimsharron2023]

Google hub update to .135 back to freezing again

Hi Princess. Thanks for the response. If you look at the above thread you will get a better idea of this problem. 

@KiiFromGoogleand @Muddi previously found a solution, but it's reoccured and we haven't heard from them. Hopefully you can help us this time. Regards

[PhotoFrameCrap]

Nest Hub 

System Firmware 11.20230306.3.112016

Cast firmware: 1.69.362882

Google Home v 3.4.1.5

Fuchsia Version:  11.20230306.3.112016

Despite not being a Preview Program subscriber, I've got the same exact issue with my display freezing on Google Photos slide show.  The time settings on the slideshow also don't appear to work.  Doesn't matter if I set it to 30 seconds or 10 minutes, the device does not cycle with any consistency.  At times, it gets stuck on a single image for hours.  I can usually swipe on the Nest Hub to get the next image to appear, but it will not continue the slideshow.  Then other times, it will cycle through the slideshow rapidly, under 5 seconds between images.

[mirskym]

My Nest Hub 2nd generation is still at 11.20230306.3.112016 and freezing problem still there.

[Princesss]

Hey folks, 

Thanks for updating us. Other users have confirmed that this is already working from their end. For those who are still experiencing the same thing, we suggest to perform a complete reset to your device and set it up again. Here's how: https://goo.gle/32c7nIF

Keep us posted!

Best,

Princess

[Jimsharron2023]

Hi Princesss,

Thanks for the recommendation, but it's still freezing. I followed the remove and setup carefully but the freezing started almost immediately. The hub freezing is a software issue on your end, in my opinion. It's was previously addressed and fixed with version ending in 3.134 As soon as it was released as 3.135 the problem came back. I am stuck with a huge clock now in my kitchen, where a photo frame used to be. Could you please move this up to your programmers or engineers. Thanks very much!

@KiiFromGoogle

@Muddi

[Jobi]

I second, third, fourth and fifth this motion.

[vilasi1]

Hi @Princesss ,

I just do not understand why Google keeps asking their customers to do all dumb stuff (reboot, restart, check power plug, check router), when in fact the Google product itself is broken.  This problem with the display freezing has been around for more than 6 months now and what was fixed a month back has reoccured again. 

Can you please go through the following thread for you folks (in Google) to understand and go back to your engineering team to give them the feedback.

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

Regards,

Vilas

[Jimsharron2023]

Good job vilasi1 !

@Princesss

@Muddi

@KiiFromGoogle

[Muddi]

Hello everyone,

Sorry for the delays. We appreciate your feedback @vilasi1. 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

[Mark6357]

I have a hub max that is freezing on photos.  It was working fine on version 134, but I noticed that the frame is now on version 135.  Photos are freezing again!   I have powered down several times 

[Mark1305]

Yep same here. It freezes and then after a period of time it rights itself and it’s starting to lose Internet connection intermittently. Something is not right.

[Karlos2]

Mine has also started freezing again, has been fine for last month then started again yesterday. Very frustrating 

[Mark102]

Same here.  Starting happening again a couple of days ago.  It had been working fine the past few weeks.  Also about the same time, I noticed a problem with the music timers.  I can no longer say "Play music for X minutes".  Normally it would say,  "OK playing music, device will stop in X minutes"  and it would stop on time.  Now it just says "OK playing music" and won't stop until I tell it to, or give another command to stop in X minutes.  Seems like problems keep coming up more often than they used to.  As it is, we're still dealing with the Broadcast pulsing lights issue which has been going on for over a month now.  

[Mark6357]

Thanks all for the replies.   However,  still no response from Google support and nor resolution.   May be time to try Alexa instead!

[Juni]

Hi folks,

Thanks for reaching out. See the steps below and let us know if this will work for you all by updating this thread, 

1. Make sure that you have the latest version. (11.20230306.3.135)
2. Then go to the device Settings > Photo Frame.
3. Under Slideshow speed, select a longer duration for how often Ambient images change.

Regards,

Juni

[Mark6357]

@Juni ,  

I am on 3.135.

I have done this twice, no change.

I have also rebooted the device from inside the app.  No change.

 I have also unplugged the device for 5 minutes for a complete shutdown, no change.

Eventually the frame freezes again.  I really can’t describe how frustrating this is!  Especially since it was fixed in version 134!

[Muddi]

Hey everyone,

Sorry for the delays. 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

[Jobi]

@Juni This "Hotfix" does not work. 

[Jimsharron2023]

@Juni

This does not work. We need your engineers to do whatever fixed this issue on version 3.134

This is widespread and need attention.