Hub photo's freezing

[MargieMac]

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.

[Muddi]

Hi there,

A quick update. 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.

Cheers,

Muddi
 

[rich1305]

I’m not going to repeat all the steps and recommendations that I have attempted because many many users are having the exact same problem. This is a bug that has started on Google Home Max a few months ago and it is still occurring.  After a random amount of time, the photo frame freezes on one photo. The Hub works fine for commands, etc. So as of May 7th, 2023, this bug is still occurring. Please Google, don’t give recommendations like reset, restart, move closer to wifi router, etc. This is a bug in your software. Fuchsia version 10.20221207.2.109, software version 51.0.24.513642888

[Muddi]

Hello rich1305,

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.

Cheers,

Muddi

[Mark6357]

How about giving the name of the duplicate thread..  I searched and found too many to guess.

[rich1305]

I found a temporary workaround. If you just say, “Hey Google Next”, or “Hey Google Cancel” while the photo frame stops cycling through the photos, it will kickstart the cycling for awhile…but eventually it will freeze on a single photo again. 

[Steven1111]

Yes.  This works.  Easier than opening home app.  Thanks 

[Jiver18]

You can also "swipe left" with your finger on the screen to advance.  This gets it started again for an indeterminant period of time.  It will eventually stop the slide show again, however.

[Muddi]

Hey folks,

Thanks for sending feedback. All the information has been forwarded to the team for further investigation. I'll make sure to update the thread as soon as I have more information to share.

@rich1305: Thanks for sharing the workaround. 

@GameraFan: Please fill out this form with all the needed information. This form is only meant for you to use, so let me know once you’re done.

Cheers,

Muddi

[GameraFan]

The form has been filled out. 

[Muddi]

Hi GameraFan,

We got the form you've submitted. We send you an email about your concern and let's continue through that channel.

@Henry1956: Our team is on top of it. Please make sure to follow the steps posted on "Recommended Answer" to send feedback.
 

Cheers,

Muddi

[Henry1956]

I have the same problem where photos freeze on 2 devices. How can this be fixed ?. I have reset the devices & reinstalled the app and still have this problem ?. Is Google looking into this issue ?. Thank you.

[Henry1956]

Hope this issue with photo freezing can be fixed soon. It is sooooo annoying 😩

[Mu08]

Heya,

I've got a Google display which shows an personal album, the sideshow is changing every 30 seconds, but for the last 2-3 weeks every so often the pictures freeze and the sideshow stops. I restarted the display, and nothing. Any idea what could be the issue?

Thank you so much

[GameraFan]

It has to be a bad software update.  There are several posts mentioning freezing photos just in the last couple of days.  We've had our displays running for years with no problems.

[Princesss]

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. 

Best,

Princess

[GameraFan]

I have sent the requested feedback on our two Nest Hubs.

Same software versions on both our Nest Hub (H1A) and Nest Hub Max (H2A):

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

[Steven1111]

I have several Nest products (2nd Gen and Max).  For the last couple weeks the photo frames stop shuffling and stick on 1 photo.  I have tried factory resetting and changing networks to no avail.  Anyone have similar problems or possible solutions?

[MartinHammond]

I have started to have same problems been ok for 3 years have tried factory reset and Wi-Fi reset still no good works for about 30 minutes then freezing 

[Juni]

Hi folks,

Thanks for reaching out — let’s see what’s going on. Does it get stuck if you try to choose the art gallery as an option too? Could you both provide your devices firmware versions? 

I look forward to your responses. 

Regards,

Juni

[Steven1111]

What's going on is you guys got bug in the code and need to fix it.  I have had these devices many years with no problems.  I made zero changes and they started sticking about 3 weeks ago.  Tell your coders to do the work.  I don't get paid by google to troubleshoot.  Maybe ask the ceo to give back the 263 million pay increase and hire more programmers while your at it.

[Juni]

Hi folks,

Our team is already aware of this behavior and is still looking further into the issue. I'll merge this with the similar trending issue on this thread in the community. I suggest that you follow the main thread for updates because this thread will be locked automatically once merged into the main one.

Thanks,

Juni

[Jonas533]

I have the same issues with the smart display and smart display max i have already tried everything up to and including factory reset. still the pictures are still. With an assignment eg ok google what time is it they continue for a while.

[MartinHammond]

Yes I gets stuck on whatever I choose I have noticed in the preview that is always blank don’t know if that’s any help 

[Jimsharron2023]

It gets stuck on the Art Gallery also. It's a bug on your side that came about after the latest updates.

[Henry1956]

Is Google aware of this photo freezing issue ? Are they looking into fixing this soon ?.

[Muddi]

Hey Henry1956,

We're working on a fix. Stay tuned for updates.

Cheers,

Muddi

[scoggins10]

I subscribed for Nest Aware to enable the recording feature on my Nest. It was working fine and I could easily hear sound in the recordings for a couple of weeks. A few days ago I went back to see a video and there was no sound. The microphone had turned itself off and I turned it back on but now I can barely hear the recordings even though I've turned the media volume all the way up. Searching online tells me to adjust the microphone sensitivity and that the feature would appear when I go to settings. I go to settings, then to microphone under device options and turn the microphone on but that sensitivity setting is not there. When I turn on the microphone, a section appears called Audio Recording, where I can turn the recording on or off (and still listen live if off) but no microphone sensitivity section to adjust the volume. Is there anything I can do to fix this?

[Muddi]

Hello scoggins10,

Thanks for visiting the Community.

My apologies for the late reply. I understand the feeling when you're having issues with the audio when streaming your camera. To confirm, is it the built-in camera on the Google Nest Hub Max? Have you tried using a different phone/tablet? Does the same issue happen when you stream on the web? What is the make and model of your phone? Also, please share the troubleshooting steps that you've tried.

Looking forward to your response.

Cheers,

Muddi

[Muddi]

Hey there,

I don't want to be a nudge but I'd like to check if you were able to get your device working. Feel free to reach back if you still need help.
 

Cheers,

Muddi

[scoggins10]

Thank you for the nudge as I missed the first message. Yes it is the built in camera on the Google Nest Hub Max. I don't have a different phone/tablet that I can use to try it on. I tried to stream my Nest on the web and the sound is even lower there even if I have the volume at 100% on my computer. My phone is a Samsung Galaxy S22.

In addition to trying to find the setting on my phone to adjust the microphone sensitivity (which I don't have on my phone), I have rebooted my modem and unplugged the hub and plugged it in again. I can hear the sound on the video slightly but it's much lower than it was the day before I noticed the issue. And yes, I turned the volume all the way up for media on my phone, which does adjust the sound of the video but not to a level that's easy to hear.

[scoggins10]

This is a screenshot of the microphone settings on the hub from my computer. Microphone is turned on but there is no microphone sensitivity option. When I click on learn more, it brings me to a page that says to go into settings, turn the microphone on otherwise the microphone sensitivity button won't appear. As you can see, it is turned on but microphone sensitivity doesn't appear.

[Muddi]

Hi there,

Thanks for the update. I've duplicated this thread to a similar trending issue. Our team is aware of this and looking into this issue at hand. Please send feedback on your device by saying, "Hey Google, send feedback," followed by the keywords: GHT3 Nest Hub photo's freezing. Learn more about how to send feedback on our Help Center.

Cheers,

Muddi

[scoggins10]

I'll send the feedback as you requested, however my issue is not a photo freezing, it's the sound being too low on video recordings and I don't have the microphone sensitivity slider to adjust the recording sounds.

[scoggins10]

Please remove me from this thread. The photo issue has nothing to do with me not having a microphone sensitivity button/slider in my settings and I'm continuously receiving emails about the photo issue.

[040rob]

Device: Google Nest Hub

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

[Monty_ME]

If it helps I have seen this issue occurring on my three nest displays over the past several weeks. I have two version ones and a new updated version of the displays. I feed the photo frame with a group of a dozen albums in my Google photos. Had worked since day one until recently. When my display freezes on a photo it does eventually release at that time I can go back with previous photos but I cannot move forward to a new photo so it appears as if a group of photos gets loaded and it is at that load point that they freeze. I've tried resetting my Wi-Fi my internet the displays etc to no avail. 

[NestForums]

This issue started after the firmware update to the Nest products that was pushed out on April 26th.

Photo frame does not work correctly anymore.  It will not show my albums from Google Photos.  I did some troubleshooting and it looks like the Home App Photo Frame is now tied to Google Photo App.  If I enable Google Photo backups to the cloud, and set photo frame IN the Google Photos app, then I can see the photo albums in the Google Home App photo frame, but the Hubs still do not show the albums I want displayed.  I get the option to “select family & friends” when I open photo frame in GH App.  If I don’t choose that option it defaults to the Art Gallery and slideshow speed is 5 seconds.  Not the 1 minute speed that I selected previously for my Google Photo Album.  So as of now I can only use the clock as the display.  No photos unless I only choose Art Gallery.

[EverNormal]

Just recently started having issues as well, on both hubs that I have.  My slideshow speed is (and has always been) set to 1 minute but both hubs suddenly to changed to something a lot longer (never timed it).  It's set to use Google Photos, which is still working.  I've tried rebooting the hubs, but that didn't help.  And now, after trying different times, the slideshow seems to be stuck on 3 seconds instead of 1 minute, like I've set.

[NestForums]

Hi EverNormal,  You said your Google Photos are still working on the Hubs correct?

In the Google Home App, for the Photo Frame, do you have the option to “select family & friends” along with your google photo albums to choose?

Do you have the Google Photo app installed on your phone?

I'm just trying to do some more troubleshooting myself.  To see why you can get Google Photo Albums to show on the Hubs, but I cannot.  Nest support has not been any help.  Thanks.

[EverNormal]

Yes Google Photos are still working on the hub.

I don't have the option to select family and friends. My options are "Google Photos", "Art gallery", "Fullscreen clock" and "Experimental" (which looks like that's "Google Weather Frog").  When I select Google Photos, it's just ON or OFF.

I do have Google Photos on my phone (Samsung Galaxy S22+).