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

[Jobi]

If you join the Preview Program you will get a firmware update that fixes the freeze. I have not had a freeze since joining it.

[BobPomona]

Jobi, you are lucky if that is the case. I am a preview member, got the update, and still experiencing the same freeze and then when unfrozen, the next series of photos rotate through disregarding the time sequence selected in the app. This is not a fix.

[Jobi]

Oh my bad. Wasn't aware people who joined are still experiencing the freeze. I wonder if its hardware dependent. I have a Gen 1 Nest Hub.

[PhotoFrameCrap]

Joining a preview beta program is not a solution. Full stop. The preview program is where they release experimental versions before approving for main releases. They're inherently buggy. Even if an update solves the problem for some people, it's not solving it for everyone and worse yet, it is extremely likely to introduce further bugs.

We are not beta testers. We are paying customers.

[Daxxxx]

Dyckyx

[Edjil]

Same here. Nest Hub Max freezing again.

[Edjil]

I rest my case..................😥

[Karlos2]

How can something that took ages to fix last time, as soon as next release issued, problems araises again!! Very frustrating that it keeps freezing on a picture every 90 mins or so. Please issue urgent fix.

[vilasi1]

Hi @Muddi  

It has been quiet with no updates whatsoever on getting a fix for the issue. I wonder if it is time for all the Nest Max Hub users to collectively send a message to Sundar on LinkedIn and other social media on how incompetent the Google engineers are working on this product.

Regards,

Vilas

[vilasi1]

Unbelievable silence from the Googke team with no updates whatsoever 

[Muddi · Accepted solution]

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

[vilasi1]

It helps to know that Google is working to address the issue.  Thanks, @Muddi 

[JohnK54]

Has this problem been fixed? If so how do I get the fix? My Home has been freezing for a loooong time. If I just slide the screen to the next photo it starts working again for a few photos but then freezes again.

Where do I need to look to see the progress of this issue? 

[MATTWeth]

Same here - the photo frame has been freezing for months.

Really not good enough for for a premium device such as this - when are we going to see a reliable fix?

[eeeee]

See recent messages in this thread https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Hub-photo-s-freezing-again/m-p/473706/ 

If you join the Preview Program and get the 12.* version, they seemed to have fixed it finally. 

[PhotoFrameCrap]

Joining a beta "preview program" is not a reasonable solution. On the contrary, it's a sure fire way to introduce instability.

Google can pay for its beta testers. I'd like my device to work as advertised.

[317474]

I AM SO OVER THIS CRAP.

GOOGLE FIX IT!!!!!!!!!!!!!!!!!!

How hard can it be when you have a team of world class tech EXPERTS looking into the problem?

GOOGLE……,.FIX IT

[Karlos2]

Gone awfully quiet, any update when the fix is going to be released!

[Jobi]

If you join the preview program the firmware update there will fix.

[PhotoFrameCrap]

Yeah. Until the next preview program beta release comes out and breaks it. Signing up for a beta testing program is not a solution. It's a guaranteed way to introduce further instability.

[Jobi]

Agreed but at least it works for now.

[PhotoFrameCrap]

Except it still doesn't. Even for those who have joined the Preview Program, the issue is not fixed.

[eeeee]

YMMV? I joined the preview program to get the fix and after getting updated to the 12.* firmware, I haven't had a problem for weeks. 

[Jobi]

What device do you have @eeeee . I have a Gen 1 Nest Hub and have been freeze free for while. Firmware starts with 12 ends with 1.67 

[eeeee]

I have a hub max and got the 12.*59 version that fixed things, but checking just now it's been updated to the same version as yours. 

[Jobi]

Oh well there goes my theory. 2 different devices with same firmware. Will let the bigger brains at the Google figure this one out.

[PhotoFrameCrap]

Again, joining a beta "preview program" is not a tenable solution to fix fundamentally broken core functionality.  It's a beta program that inherently introduces buggy content so they can work out the kinks before approving for stable release.

We're not beta testers, we're paying customers. We shouldn't be required to introduce more bugs in order to get a temporary partial fix for fundamentally broken core functionality.

[Jimsharron2023]

Worked well for a week. Froze this morning. On preview and newest update. 

[jyscheng]

Hi Jim.

Are you saying Preview version 12.x also causes freezing?

[Jimsharron2023]

Ending in 1.59 ... yes. 4 times in past week. Not nearly as often as previous update, but obviously not 100% fixed in my case. 

[Meeshy]

I've been running into this problem as well, for about 3-4 months now. 

System firmware version: 11.20230306.3.112018

Model: GUIK2 (not sure what generation this model is). I sent feedback via the device. 

[Mother2angels]

I have this same problem.  I figured out several months ago that I could tap the display, select photo frame and it would work again for a while but it seems to be getting worse.  I figured by now an update would be applied to fix this so I'm disappointed to see all the posts from others with no real response from Google that anything is being done to resolve the problem.  

[PhotoFrameCrap]

@Muddi I've had it with this issue. I've canceled my Google One subscription. No point in paying an annual service fee when the core function I use it for is fundamentally broken more months out of the year than it actually works.

[Karlos2]

How come something that has been fine, last couple of weeks all of a sudden starts freezing again!! VERY FRUSTRATING