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.

[steveindanville]

This morning I went into the kitchen at 6:30 and it was working perfectly!  At 6:43 I saw it freeze and hasn't changed photos since.  I've notified Google again.  You know, after all my updates to Google referencing my Case number, letting them know what I'm seeing, I've never gotten a single reply back from them.  Only the original case number creation email, and never have heard from them again.  What now?

[vilasi1]

Welcome to the club of frustrated and labeled by Google as "we don't care about whatever issue you are reporting" set of users,  @steveindanville .

[vilasi1]

Here is the email I got today from Google support for my ticket.   And the saga continues with no hope....
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Hello Vilas,

Thanks for reaching out to the Google Nest Customer Care Team.

Thanks for patiently waiting, Vilas. Our engineering team is aware of this issue with the photo frame and it's actively working to get this solved for you. We'll reach you back as soon as we get an update from their end. Thanks! 

I suggest you send us your feedback saying: "Hey Google, send feedback: Issue with the photo frame"

For your reference your case number is 2-7331000033934. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.

Thank you,
Saul

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[steveindanville]

I called Google again today after starting my case last Thursday.  I was then sent an email from Level II support with four things they wanted me to do:

Based on the Level II senior technical specialist: 

• Please request a short video of the issue. I told them this was silly; video a frozen screen?
• Factory resets the Google Nest Hub and sets it up in a new home structure and monitor the behavior of the device. I didn't really want to do this, but I did.  You delete the device from the Home App, then hold both volume buttons down until it shuts down.  Then you will see that the device is now greyed out, so you "Add a new device", but call it something else.  I set everything up new again, and it worked correctly for about two and a half hours, then froze again.
• Disable "weather frog", you can click on the device tile of the Google Nest Hub>>click on settings>>click on "Photo frame" and after that click on "more settings" lastly "Google Weather Frog" and disable the option.  I never had enabled this in the first place.
• If the issue persists try the set up of the Google Nest Hub using hotspots to try to force the device to do a clean state.  I set up a Hotspot on my Pixel 7 (T-Mobile), but no matter what I did, I could not get the Hub to see the Hotspot...it kept searching for a wifi signal, and there was nothing that would connect to the hub.  I told this to Google.

So, I'm completely frustrated at this point; I've deleted and added the G2 Hub three times now.  Twice to my wifi, and once in vain searching for the Hotspot.  So what would be accomplished if it HAD connected to the mobile Hotspot???  Leave it like that all the time?  What would Google learn from this?  My wifi is corrupt somehow?  I'm lost.

[butcher99]

I would send you a complete list of everything I have tried but I am tired of typing it in.  It is here somewhere.    Plus a half dozen things I have done after I posted the list.  Google even sent me  a new hub which worked fine for about a week.  Then it must have picked up the update and since then same ol, same ol.    Forget support you are wasting your time.   

 Found  a partial list of what I tried.   unplugged waited plugged back in
a soft reset.
A factory reset.
Changed the folder the pictures were displayed from
Deleted all the folders and moved pictures over again.
Showed pictures from only the Favorites album
Showed pictures from only a created folder.
Cut down the number of photos.
Added even more photos.
moved the device closer to the modem
Reset modem. Moved modem higher
changed wifi network.
deleted other home devices.   

 turned off all options. 

turned on all options

I know there are at least a half dozen other things I tried.  None worked.

[Edjil]

Tell family and friends about the experience with Google equipment, also tell them that if there is a problem it will take forever to get resolved. This prevents anyone from purchasing anything from Google equipment.

[WaspSting]

Same here. It was fine for a couple of years then started doing this a few months ago. My hub's cameras keep dropping offline also. These things are getting worse by the day. They used to work so well!

[xiteg79]

So on a side note, since the issues started with the hub freezing on a picture I have also noticed if I stream our pool cam, which is a nest cam, on the hub the stream will always loose connection. It was not like this last fall when our pool was open. And being in the north we just recently opened the pool. Now if I log into the nest website on a laptop and stream the pool cam it works just fine. Stream from our phones it works just fine. 

Seems like pictures freezing and streaming a nest cam is broken on the hub

[Johngilham]

Yes I have been complaining for weeks about my nest doorbell camera which just keeps dropping out. Obviously this is the same as your cam. They don’t seem to be able to fix the problem just keep asking me to fill in forms. Maybe they have a similar problem with the form. I am just fed up with it and wouldn’t recommend or buy any Google product again as if the can’t fix this simple problem after weeks and weeks what hope is there for a phone or other product. As soon as my subscription renews I will be cancelling 

[Edjil]

It's really terrible that there have been problems for months, in my case with the Max hub. That nothing, absolutely nothing, is communicated about the progress of the solution. If I did my job like this I would have been fired long ago. I don't know how and who, in what way I can get in touch with people who work at Google to pick a bone with these people. But I think this is of little use because I feel like I'm talking to a wall. This is my data from the Max hub. Fuchsia version: 10.20221207.2.120
software version:
51.0.24.513642888
The slideshow still freezes regularly.

[vilasi1]

@KiiFromGoogle or anyone else from Google ( @Muddi , @Dan_A ? ) in this channel, if you folks are listening or care, take note of the above comment from @Edjil  and a bunch of us screaming out loud for help for months.  This is insane!

[jyscheng]

Everyone. Please stop wasting your time trying to diagnose the problem. We know the problem is at Google’s end and it’s up to them to address it or not. Any time you spend on this will be for naught, and you’ll just annoy yourself further. I changed my hub to a clock, a very expensive clock. Thank goodness I also have an Amazon Echo Show. It’s not perfect, but at least Amazon fixes their problems in a timely manner.

[Maszy]

I encountered other problems by disabling the camera and microphone: some sensors no longer works, such as the brightness one and it stays bright all night

[Skinholt]

Let's try to get their attention again. For all of those who have posted in this site, please copy and post the message below.  Please make sure to post a new message and not just a reply to this one. Thank you.

"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."

[Skinholt]

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.

[dmsteslow]

Done!

[AnilPann]

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

[Johngilham]

Yes this has been an issue for at least a month now and all Google do is ask questions and make the same suggestion over and over to reset and resolve the issue. The issue is a software issue with Google who either are not bothered or cannot resolve making our hubs useless. I am done with Google and though I loved my revolving photo frame I have resigned myself to throwing them all in the bin and finding another product. I also stream my Nest Google Doorbell to the hub which also doesn’t work. A useless product from a useless company. No one will ever convince me to buy a Google product again ever. 

[steveindanville]

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.

[vilasi1]

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.

[tsm123]

Same issue here on June 22nd.  It will move through the photos and then all of a sudden stop.  the only way to get the photos to advance it manually swipe to the left and then they will cycle through and then stop again.  Very annoying.

[Slooffmaster]

Still having these issues for 3-4 months. None of the suggestions mentioned so far have worked… Frustrating this is…

[phillic]

Class action anybody?

[Jimsharron2023]

New firmware today on the Max. Three hours so far without a freeze. Did a reboot to start. Anyone noticing a difference?

[steveindanville]

What's the new firmware number?

[Jimsharron2023]

11.20230306.3.134

Still not freezing. Fingers crossed 

[steveindanville]

My Gen 2 Hub is at 11.20230306.3.112014.  I can't tell if that's been updated or not recently.

Actually, on June 10 it was 10.20221207.2.100042

[Jimsharron2023]

Your gen 2 has updated. Mine hasn't. Only the Max so far. 

[steveindanville]

So you have a Max and a Gen 2 and only the Max has updated, and MY Gen 2 has updated, in your opinion?  For all I know, my old version from 6/10 might have updated a couple of times since then, and as of this morning still wasn't working.

[Jimsharron2023]

That's correct. Only the Max updated. I noticed the number has 2023 in it. First version I've seen with this year. I only use the Max for photos, and still no freezing so far. I hope they got it finally.

[GameraFan]

Our Max also received 11.20230306.3.134.  Not holding my breath.  😊

Just wanted to point out that you need to be in the Preview Program to receive any of the 2023 firmware updates.

Current Preview Program firmware version

Device Firmware version What's included in this software update

Google Home	1.56.324896	Bug fixes and improvements
Google Home Mini	1.56.324896	Bug fixes and improvements
Google Home Max	1.56.275994	Bug fixes and improvements
Google Nest Mini	1.56.348702	Bug fixes and improvements
Google Nest Audio	1.56.348702	Bug fixes and improvements
Google Nest Hub	11.20230306.3.134	Bug fixes and improvements
Google Nest Hub Max	11.20230306.3.134	Bug fixes and improvements
Google Nest Hub (2nd gen)	11.20230306.3.112014	Bug fixes and improvements

Current Production firmware version

Device Firmware version What's included in this software update

Google Home	1.56.324896	Bug fixes and improvements
Google Home Mini	1.56.324896	Bug fixes and improvements
Google Home Max	1.56.275994	Bug fixes and improvements
Google Nest Mini	1.56.348702	Bug fixes and improvements
Google Nest Audio	1.56.348702	Bug fixes and improvements
Google Nest Hub	10.20221207.2.109	Bug fixes and improvements
Google Nest Hub Max	10.20221207.2.120	Bug fixes and improvements
Google Nest Hub (2nd gen)	10.20221207.2.100042	Bug fixes and improvements

[steveindanville]

My Hub Gen 2 is updated, and I'm at 2 hours since I unplugged it for 30 seconds and plugged it back in.  Photo Frame so far is working perfectly.  Fingers definitely crossed!

[steveindanville]

I'm at 6 hours and it's working well.......

[Jimsharron2023]

Almost 10 hours here. I think it's fixed with today's update. 

[steveindanville]

Almost 9 hours and still working!

[butcher99]

 Does it auto update when it arrives or do I have to unplug and restart for it to load.  When and if it ever arrives.

[Jimsharron2023]

Wow. Worked perfectly all day yesterday. This morning it stuck again. Unbelievable.

[steveindanville]

My Hub Gen. 2 is at almost 22 hours and still working!

[Jimsharron2023]

Steve, I played the news first thing. After it finished, it was stuck on a photo. Try something like that and see if the photos are good when it resumes. Also, my gen 2 updated overnight. Both now have current updates.

[steveindanville]

I'm pretty sure mine is now fixed.  It works perfectly.  The new update fixed it.  Thanks...finally...to Google for the fix.