Google Nest Community

MargieMac · ‎04-29-2023

Moderator update: The topic discussed in this thread was resolved on 7/12/23. A new, similar conversation about this topic is currently happening here: Google Nest no longer displaying Photo Frame. Please feel free to join the discussion there!

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I have two Google Hub and they are both freezing on photo's. My setting is every 5 seconds on both, but I see on other feedback they can freeze on any time frame setting.

I have had them for a couple of years and they have never done this, I wonder what changed.

Princesss · ‎07-12-2023

Hey folks,

Thanks for updating us. Glad to know that it's already working. Let's keep on monitoring its behavior and let us know if you notice any changes.

For the meantime, since this has been resolved, we'll consider this complete and will lock the thread now. Feel free to start a new thread anytime you need assistance with your Google Nest devices and the Community would gladly help.

Best,

Princess

View Recommended Answer in original post

NestForums · ‎05-04-2023

Thanks. I think my issue is the update to Google Home App. When I select Photo Frame in the app, I have those 4 options you mentioned, but when I select "Google Photos" option, I have this new crap of “select family & friends”. Not my Google Photo Albums. Thanks again for checking for me.

NestForums · ‎05-05-2023

Still not resolved. Google/Nest support is still looking into it.

I also have confirmed that there was something that happened either with the firmware and/or software that has tied Google Photo App into photo frame for Google Home app (GHA).

Previously, photo frame in GHA was only showing the new option to “select family & friends” I don’t choose that option since I want to use MY Google Photo Albums. This “new” family and friends album, which I did not want, was created automatically in the cloud Google photos. I’ve deleted it.

I uninstalled Google Photo app from my phone. I then deleted my photo album in the web google photos for the Nest Hub Max in my office. Recreated it with the same name and added the pictures back in. GHA photo frame still does not display photos. “You have no albums in this account. Create albums and they will be available here” is the message that displays. It really sucks the Google keeps pushing out updates that are not fully tested. Just like last year that broke all the color smart bulb integrations for several weeks.

Princesss · ‎05-13-2023

Hello folks,

Thanks for bringing this up.

We're sorry to hear about this experience. There's an ongoing conversation referring to this issue. We'll go ahead and move this conversation to the main thread for updates.

Best,

Princess

jp23 · ‎05-13-2023

Google Nest Hub

Firmware 1.68.353511

Software 51.0.24.513642888

Edjil · ‎05-11-2023

My Nest hub Max shows my photos as a slideshow, I noticed a week ago that it spontaneously got stuck on one photo. When I open the Home app and go to the photo frame, the slideshow starts again, until it stops again. I cleared the cache and storage in the home app, but it doesn't help. What else can I do?

MplsCustomer · ‎05-11-2023

@Edjil

You could try rebooting your Nest Hub Max, either from within the Google Home app or by unplugging the Nest Hub Max for about a minute or so.

https://support.google.com/googlenest/answer/7072490

Edjil · ‎05-12-2023

Thanks for the response, I restarted the Nest Hub from the home app, without power for a few minutes, but the problem persists.

Edjil · ‎05-12-2023

I found another thread with a lot of complaints about this problem.

Muddi · ‎05-13-2023

Hey Edjil,

Thanks for posting in the Google Nest Help Community. I've duplicated this thread to a similar trending issue. We need help in gathering more feedback about the issue. Please follow the instructions from the "Recommended answer" for the team to investigate the issue further.

@MplsCustomer: I appreciate your help here.

Cheers,
Muddi

Mark1305 · ‎05-14-2023

Hi I’ve just sent a feedback via my Google nest display, as it is freezing as well.

System firmware version: 10.20221207.2.109 Cast firmware: 1.68.353511 Language: en-GB MAC address: 1C:F2:9A:61:CD:8C  IP address: 192.168.1.201

many thanks

Mmmggg · ‎05-14-2023

Hi

My Nest Hub keeps getting stuck on Photo Frame. I have tried a factory reset but this did not work. Any ideas?

LovelyM · ‎05-18-2023

Hello Mmmggg,

Thanks for flagging. We're already on top of this. I'll merge your thread into the main post for easier communication. You can follow the main thread for updates here.

Kind regards,
Lovely

Skinholt · ‎05-19-2023

I started having the same issue about three or four weeks ago. It does not happen on my smaller nest displays just on my Google Nest Max . Firmware version 1.68.353511

MMill · ‎05-18-2023

My Google home hub is supposed to change the photo displayed every 30 seconds which is the setting/frequency I have selected in the app. It does do correctly for about 6 hours and then the photo freezes and doesn't change for about 1 hour. I have done a factory reset twice but it still errors.

Any suggestions?

RXShorty · ‎05-18-2023

Hi @MMill

They are pushing a new OS to the Hub.
Maybe worth enabling preview Firmware to get it early on to get it fixed. 😊

Jimsharron2023 · ‎05-19-2023

Look under Hub Photo's Freezing. Many others with the same issues. Google says they are aware and working on a fix.

Dan_A · ‎05-20-2023

Hello everyone,

Thanks for bringing this up.

We're sorry to hear about this experience. There's an ongoing conversation referring to this issue. We'll go ahead and move this conversation to the main thread for updates.

Appreciate the help, RXShorty!

Cheers,

Dan

Barbara1 · ‎05-22-2023

I’ve had my nest hub over 2 years with no problems on the photo frame until 2 weeks ago. My photos are also freezing. If I manually advance a photo, it will advance a few photos and then freeze again. It is very frustrating. I did respond as requested above.

Photographica · ‎05-22-2023

I have this issue too hub max started in last couple weeks. Switch off and fixes but only fir a few hours

Supermoon2016 · ‎05-24-2023

I only recently bought my Nest Hub because my previous one had a permanent dark screen . Now my new one keeps stopping on a photo instead of a slideshow . It’s a bit annoying to be honest .

Dan_A · ‎05-31-2023

Hi Supermoon2016,

Thanks for bringing this up.

We're sorry to hear about this experience. There's an ongoing conversation referring to this issue. We'll go ahead and move this conversation to the main thread for updates.

Best,

Dan

steveindanville · ‎06-03-2023

How and where do I post "Comments" about the information regarding my Gen. 2 Nest Hub? I sent the feedback via "GHT3 Nest Hub photo's freezing" and have the information that you're recognizing, but where do I submit it?

steveindanville · ‎06-03-2023

Nest Hub Gen. 2

Software version: 51.0.27.523530146

Chromecast firmware version: 1.68.356352

Fuschia version: 10.20221207.2.100038

MarcusF · ‎06-19-2023

I have Google Nest Hub Max, firmware vs 1.68.353511. Has been freezing a few months now, machine less than a year old.

MFlusk · ‎06-23-2023

My nest hub have both been sticking on photos in photo frame. I just sent feed back this morning

Google nest hub

System firmware 10.20221207.2.100042

dmsteslow · ‎06-21-2023

Google has not been responsive to the freezing issue on their Home Hub devices. For those of us who use these devices primarily as photo displays, this has made our devices useless. Furthermore, many at Google support seem to not even be aware of this issue. When calling support they continue to suggest labor intensive and useless resolution steps. We want an immediate response from Google as to what they're doing about this issue, when they expect to resolve it, and what they plan to do to compensate us. Furthermore, we want weekly updates about this ongoing issue.

I was shuttled to four different support specialists on Live Chat who were not aware of the issue. There is a thread about this but I believe that nobody is responding, other than "we're working on it."

Muddi · ‎06-25-2023

Hello dmsteslow,

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

Nonnaof6leaksbk · ‎06-21-2023

Google has not been responsive to the freezing issue on their Home Hub devices. For those of us who use these devices primarily as photo displays, this has made our devices useless. Furthermore, many at Google support seem to not even be aware of this issue. When calling support they continue to suggest labor intensive and useless resolution steps. We want an immediate response from Google as to what they're doing about this issue, when they expect to resolve it, and what they plan to do to compensate us. Furthermore, we want weekly updates about this ongoing issue."

Muddi · ‎06-25-2023

Hello Nonnaof6leaksbk,

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

Somersham25 · ‎06-30-2023

As this has gone on for months should users be entitled to full refund as device does not do what it should?

Stipp · ‎09-09-2023

I’ve seen a lot of posts talking about this but, seriously, is there a fix in the works?

I know I could advance the photo manually or tell it next photo but this product was working just fine until recently when I noticed it would hang on a photo. I don’t know what has caused this, why there hasn’t been update to address it, but it’s janky things like this that is making me consider another device even though I have lots of Google products around my home, my job is pretty much working within the Google search engine ecosphere, and I love the brand, but, FFS, the number of unforced errors around trying to make this work normally is bonkers,

google, alphabet, whatever you are, I love you, but, please fix this.

Cmon · ‎09-14-2023

Still my hub freezing on photoframe! When will this be solved? It's going on for months now. Every day multiple times it freezes.

Muddi · ‎09-15-2023

Hello Cmon,

Thanks for the information. I've duplicated this thread to a similar trending issue. Make sure to check "Recommended Answer" for updates and instructions on how you can send feedback.

Cheers,

Muddi

GSGIRL · ‎06-04-2023

Same here. Max display unit freezes while smaller unit is still working perfectly.

Longy · ‎09-24-2023

Hi, we have the same, max freezing but the smaller one doesn’t.

Meowmeow · ‎05-02-2023

My small nest hub is doing this and I'm getting sick of restarting it all the time now! Never had this problem before. Also I really wish they wouldn't zoom in on the photos so much, I have to remove some of my best pictures because the tops of people's heads get cut off at the top!

GameraFan · ‎05-02-2023

My small nest hub must have updated to the same software because it's getting stuck now, too.

Once I go into the Google Home app (ios version 2.67.106) and Edit Photo Frame to get it going again, the first five or so pictures cycle very quickly before it settles down to my selected 1m setting. It cycles for a while before freezing on a picture.

Software versions on both the Nest Hub and Nest Hub Max:

Fuchsia version: 10.20221207.2.109
Software version: 51.0.24.513642888
Chromecast version: 1.68.353511

Skinholt · ‎05-19-2023

The same happens for me on my Google Nest Max. When I go into settings it starts back up again but then freezes after a few photos. I've tried changing several of the settings but nothing seems to work. When I unplug it and plug it back in. It works for a while but then freezes again. I have the same software firmware version listed above. I have two regular nest displays and have not noticed those freezing yet. But it sounds like it's starting to occur on those as well for some people.

Muddi · ‎05-03-2023

Hello everyone,

Thanks for sharing details about the issue here. I know the feeling when you're having issues on your Google Nest Hub display. Since restarting the device doesn't fix the issue, please proceed with resetting your Nest Hub displays by pressing and holding both volume buttons together, at the back of the Nest display, for about 10 seconds. You'll hear your Google Assistant confirm that it's resetting the Nest Hub. Once done, kindly check if your device will have the same behavior.

For Nest Hub Max, please make sure to remove it from the home structure first before setting it.

Let me know how it goes.

Cheers,

Muddi

GameraFan · ‎05-04-2023

I appreciate the response but I have already tried the resetting both our Nest Hub and Nest Hub Max. I did follow the directions to remove the Nest Hub Max from Google Home before factory resetting. The freezing is still present.

Something in the firmware version I have posted above is causing the photos to stop cycling after a random period of time. Additionally, I have noticed it is not particular photos causing the freeze. I have been tracking which photos the frame freezes on and have seen those photos go by properly at other times.

This is not an isolated case:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-photo-frame-Sticking/td-p/411992
https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Photo-Frame-for-Nest-Hub-broken/td-p/41...
https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-hub-slideshow-gets-stuck/td-p/4110...
https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-dislpay/td-p/410885
https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Hub-Max-sticking-on-photo-frame-ph...
https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Hub-Max-Photo-Frame-Doesn-t-go-to-...