04-29-2023 09:01 PM - last edited on 10-25-2023 02:53 PM by KiiFromGoogle
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.
Answered! Go to the Recommended Answer.
07-12-2023 05:39 PM
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
09-21-2023 04:46 PM
What is the correction? One response I reviewed sounds as if the problem has been resolved. I don’t think that is correct. Is there a fix other than replacing the unit?
09-21-2023 05:34 PM
There is no fix! This is why there are over 400+ replies with everyone saying the same thing.
Don't feel bad that you are confused, the "Community Experts" often will mark an issue as resolved when it is abundantly clear that is is not fixed or resolved.
Getting a new unit wont fix the issue either!!
The problem is server side and has been for more than 6 months... but Google hasn't fixed it.
09-21-2023 05:56 PM
This has all the makings of a good class-action lawsuit! Perhaps then Google will get their act together!
06-03-2023 08:18 AM
Yes I am having the same problem. I have two large and one small hub all two years old and all have just started freezing when on photo frame. I also use the small one for streaming live view from my nest doorbell and that just joes off line a few seconds after being put to the camera settling but on my iPad the stream is fine so it’s a problem with the hub software which Google don’t seem to be able to fix. I am about to ditch them all as they are a wast of electricity to run
06-04-2023 01:18 AM
i have a Nest Hub Max and a Nest Hub 2 both have the same issues less of a problem after the last update
06-04-2023 02:15 PM
I bought someone a hub as a present just a few weeks ago now I am embarrassed as it doesn’t work for what we purchased it for.
06-05-2023 11:49 AM
Lol….watching the Apple keynote on their Vision Pro. They have created an insane AR device and Google can’t even fix a massive software glitch for a photo frame.
06-05-2023 01:56 PM
Not to get off topic here but:
So apple comes out with a novelty product that is years behind everyone else's release, costs 7 times as much as the competition and you equate that to being unable to find what is causing a software glitch on a product that sells for one tenth the price? Really?
Never tried to find a bug in software have you. Yes, this should be fixed and soon but the two really have nothing in common. And it is not like apple does not have its fair share of cockups as well.
06-05-2023 02:27 PM
Actually, yes I have. Ever since smart home products started becoming popular, several years ago. Google, Nest, Ring, Apple, etc…. I have spent too much time trying to fix bugs when they crop up or find work arounds.
06-05-2023 02:35 PM
So which of these companies do you write software for. Finding work arounds at home is not finding bugs in software.
10-20-2023 08:03 PM
yes but his point is a glitch in the photo frame shouldn’t freeze up the entire platform and force a hard restart. Kind of comical you are defending a device that is 1/10 the cost and doesn’t work properly.
06-05-2023 03:00 PM
Seriously. How hard is it to rollback to the last working firmware version and then incrementally work from there?
06-05-2023 03:04 PM
well that would have been my go to. Then you don't have people writing bad reviews on your product.
06-05-2023 04:37 PM
Just chiming in that I have this same issue on 2 hubs that used to work flawlessly. If you go to the Home app on your phone and change any setting, it seems to fix it for a little while (and cycle through a set of photos really quickly). But eventually it'll go back to this same behavior.
06-08-2023 02:29 PM
From Google right now on their chat:
06-08-2023 02:31 PM
Its hopeless!!!
06-10-2023 07:01 AM
Firmware updated on my Max overnight. Photos seem fixed so far. Time will tell.
06-10-2023 09:15 AM
As of 2 minutes ago, I still have the same firmware, and it's still freezing. The current work/freeze cycle was less than a half an hour. Fingers crossed. Any way to force the update?
06-10-2023 09:39 AM
Steve, not that I know of. I think it's pushed by Google. System firmware now ends in 2.120
I'm not holding my breath, but so far about 4 hours.
06-10-2023 09:51 AM
I also now have firmware version 10.20221207.2.120 on our Max. I'll post back if I get any freezes.
It definitely froze yesterday ("Hey Google, next photo" has become a mantra in our house...) but I'm not sure when I received the update.
Our smaller hub is still on 2.109.
06-10-2023 10:04 AM
On my Hub Gen. 2 I only show Fuchsia Version 10.20221207.2.100038, Software version 51.0.27.523530146 and Chromecast firmware version 1.68.356352. Where is there a number that ends in "dot 3 numbers"? Is it an update to the Fuchsia Version?
06-10-2023 10:20 AM
Steve, my gen 2 hub ends in 100038. My Max is 2.120. Both under Device info. I don't use the smaller one for photos, so can't comment.
06-10-2023 10:24 AM
Looking under my Hub device information on the app and on my Hub, I see my System firmware version is now ending in .2.100042 (up four decimals from ...38). Let's see if that fixes it. Again, fingers crossed......
06-10-2023 11:48 AM
Just checked and after it skipped photos in 5 second instead of 30 second intervals, it ran fine. Now it's frozen again, with the software update. It's not fixed for me.
06-10-2023 03:42 PM
No luck. Max with updated .120 firmware is currently frozen.
06-10-2023 03:56 PM
Same here. Made it about five hours. Back to waiting on Google.
06-10-2023 09:57 AM
My Chromecast firmware version is 1.68.356352, so I don't see any software or firmware version that ends in a "dot-3 numbers". I have a Gen 2 Hub, so maybe it's going to be a completely different situation from your Max???
06-10-2023 10:03 AM
I check the Google Home app (iOS) under Device Information. It shows the system firmware version and Cast firmware.
Interestingly, our smaller Hub has Cast firmware: 1.68.353511 which is older than yours.
06-09-2023 10:34 AM
Same problem here, please, fix it
06-10-2023 10:44 AM
my gen 2 hub also still ends in 100038
06-10-2023 11:58 AM
Mine is not fixed either with the update. It goes for a while then freezes again.
06-12-2023 06:47 AM
With the new firmware still photos freeze.
06-12-2023 08:07 AM
For now I have switched my Nest Hub to show the clock, but even then it does not always update right away when I turn on the lights. And I've noticed sunshine alarms don't always work: the audio alarm goes off fine, but there is no gradual sunshine effect unless I say something to Google in the minutes building up to the alarm ...
06-12-2023 12:21 PM
I have this issue also. I have live albums selected and have had the same three for several years. There's never been an issue before a few weeks ago. My photo frame freezes whenever someone walks in the room. The only way to get it going again is to swipe to the next photo (interestingly, it will not allow me to swipe to see the previous photo). Unplugging to reset doesn't solve the issue. I've even turned the camera and mic off, and even more interestingly, it still happens. Of course this is concerning because, if the camera and mic are off, how does the Hub know someone entered the room?
Of note, once I clear the problem by swiping to the next photo, it will show photos from the albums as is should. It will freeze again when someone else enters the room. Only when all occupants leave the room and re-enter does it freeze again.
06-12-2023 01:42 PM
does Google have a ticket number for us to track? This wasn't always an issue. I did start about a month ago on one of my displays but now its happening on both my displays.
06-12-2023 01:48 PM
That is a good point, @picoci226 .
Does anyone who how to create a support ticket for this issue with Google? I think we all (users) in this forum should flood Google with a support ticket each.
06-12-2023 02:18 PM
Go to # and look down the page for scroll down until you see Chat with an online agent. Be very specific and they'll ask for model, version, serial number, current software and firmware on both the app and the device. When you tell them everything you've done, they'll send you an email confirmation with the case number. Flood them! 150 complaints on this forum won't be enough!
06-12-2023 02:20 PM
I didn't say go to "#", I said go to "go#".
06-12-2023 02:21 PM
Why isn't it letting me say #?
06-12-2023 03:36 PM
I just got a support ticket created
Case #2-7331000033934
As expected the support person was taking me in the direction of "reboot", power off/on... I had to cut short that and asked them to get a ticket created.