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.

[DHarmer]

I am still having this issue. Fix coming any time soon?

[Michael85]

Hi KiifFromGoogle,

I have been seeing this issue on my Nest Hub Max as well.  My in-laws have the same issue on their device too.  

What is the timeline to resolve as this issue was initially reported over a month ago in this thread?

[Fixit]

This is still happening constantly.  My hub has been working fine for a couple years.  And then started freezing consistently about 3 weeks ago.  It is HUGELY annoying and NOT what I expect from Google when I paid hundreds of dollars for a whole house system.  Having the picture frame scroll through ALL of my Google photos is HUGELY important to me.   I respectfully request that you employ a LOT MORE EFFORT to get this fixed.  Certainly Google can get it done.  And not take forever, as this page suggests is really happening.

Thank you.  And PLEASE get on this in a serious way. 

[jyscheng]

Hi @KiiFromGoogle 

Do you have an update please?

Apparently there was a firmware upgrade over the weekend, but it did not resolve the problem according to users.

I may just be an old, 50+ year old programmer, but really: how hard is it to roll back to the last working firmware version, then incrementally one-by-one adding back the new changes since then to see which change caused the failure?

[vilasi1]

Exactly, @jyscheng !  We have all been breaking our heads trying to understand why this is such a difficult problem (has been around at least for 3-4 months now).  I do not think Google mentioned anything about fixing the issue via the update that was pushed during the weekend. 

"I may just be an old, 50+ year old programmer, but really: how hard is it to roll back to the last working firmware version, then incrementally one-by-one adding back the new changes since then to see which change caused the failure?"

I posted a message a few days back asking why Google is not scrapping this product if they are not able to resolve this issue with a very basic functionality of the product ( and I am still waiting to hear from the Google representatives in the channel -- @KiiFromGoogle , @Muddi , @Dan_A ?).  They are continuing to fool other people into buying this product.

Absolutely hopeless!!!😠

Regards,

Vilas

[Brian2]

Thanks for letting all of know that Google is working on a fix to this issue. How will Google roll out this fix and how will Google communicate this to all Nest Hub owners?

[Somersham25]

Can I have my money back as this issue is still not fixed. Ridiculous state of affairs. How much time do you want? FIX IT!!

[Somersham25]

Can I have my money back as this issue is still not fixed. Ridiculous state of affairs. How much time do you want? FIX IT!!

[dmsteslow]

I was just on with four people on Support Chat. They said there is no bug. My Nest Hub has this issue as does my son’s at his home. The “solution” was to move the device closer to the router. It’s not that far in the first place and we also have an extender. I do not think this is a router or network issue. Your rep was unaware of the problem but from what I have been reading it is happening frequently! 

[Skinholt]

This makes me so upset. What a bunch of BS these Google support people are putting out. What do they mean? They haven't heard of this issue. BS.  And they take you through all of these stupid steps like moving your device closer to your router. That's just idiotic. Many the wraps are still telling people to reset their devices. Get with it Google.  I think I need to start collecting the names and information from each of you so that we can file a class action lawsuit. What do you think? Will that maybe get their attention?

[vilasi1]

Yes, we should seriously consider filing a class action lawsuit, @Skinholt ! 

The Google folks in this forum did not even respond to my question about whether Google will allow me to return the product and provide a full refund.  

[butcher99]

I returned mine and got a new one shipped out.  It was fine for about a week.  Then I believe it got the new downgrade and is exactly the same as the old one. 

[Skinholt]

Google Support is absolutely terrible.  So now they are wasting money on sending out replacements? They still don't know that it's their latest firmware update?

They provide these forums I guess so that we can just vent with each other?

HELLO GOOGLE ARE YOU LISTENING? ARE YOU OUT THERE? ANYBODY HOME?

[butcher99]

 I believe I was one of the first to go through support with this problem.  I believe it was about 2 months ago that I got my new unit.   Like I said, it worked great for a week or so.  Now it is as bad or worse than the original. 

[Skinholt]

Another option we could consider is going into stores that sell these devices and posting notices near them that warn potential customers of this issue. Apparently there's nothing that Google is going to do to help us, but at least we could help warn potential future customers.

[Armand]

Worth noting that there are no Google folks in this thread. Those are community "experts" which are basically forum moderators. Not Google employees. 

[dmsteslow]

One commenter on a Reddit thread (which is helpful to read)  about this issue pointed out that this seems to happen if someone gets in close proximity of the Nest. My husband just sat down near it and it froze again. Has anyone noticed this? 

[Johngilham]

Interesting as my wife thought that was the problem weeks ago when it started. Reading this I have just stuck some tape over all the sensors on the top of the hubs and one hub started rotating the photos! The other hasnt though Not a cure obviously but it may have something to do with the problem.

[dmsteslow]

Interesting! I love how everyone on this thread seems to be troubleshooting more than Google! 🤣🤣

[Tigzola]

Yes, I pointed out weeks ago that presence sensing might have something to do with the problem.   Turning off all location related settings on the device and your phone might solve the problem. 

[Johngilham]

I was hopeful but that didn’t work

[Tigzola]

Try restarting it after you do it. 

[butcher99]

  How many times.  I have restarted, unplugged for a half hour and plugged back in,  soft reset, hard reset, switched wifi networks, turned of location settings, removed photos, added photos,  connected direct to the router, connected direct to mesh system. Turned off mesh system,   set the system 3 feet away from the router,  showed pictures only from favorites, Showed pictures only from a created folder, created many folders with a few photos in each.  

 I know I have tried more things that I missed and none of them have worked.   Oh yes, I had spanish and english as languages turned off Spanish.   Reset router, moved the router higher.   Probably more.      And yes, I reset after I tried each one.  

[Johngilham]

I have lost too many days of my life trying to fix this so whilst I am still interested in any possible fix I have given up on Google’s ability to fix this and my doorbell camera feed to the Nest Hub. I can’t believe a company of this standing is still selling  product that it cannot support and that after a month or so it hasn’t been able to wind back software to when it did work fine. I purchase a hub as a gift and I am now embarrassed as that gift doesn’t work. I have three hubs all are now useless for what I purchased them for ie to view my photo album and to stream my front door bell camera. I would now never recommend Google as a product and would certainly never buy a Google phone or any other Google product as their ability to fix a problem that once worked is zero. I am certainly never paying another Google subscription as their customer service and ability to sort a problem is non existent. 

[Vicki65]

I am having the same issues on both of my Google homes. Pictures are getting stuck on 10 sec or any time set.  Has this been fixed yet?

[Tigzola]

No fixes at all.  Lol…I’m thinking about setting it up to show me the weather every hour, to see if that helps jump start the slide show again.  It seems to do the trick when it tells me about my commute and the weather. When I leave 30 minutes later, it is still shuffling.

[labarett]

This may be relevant: I'm having the same problem but my photo gallery has over 1000 photos in it from  our travels abroad

I've noticed that company's randomise functions are not that random

My Home gallery displays the same photos; my Spotify account plays the same random songs so, as a developer, I thought: are they storing the index to my photo in a short integer so it can only choose from 256 entries? If the randomise function returns a number > 256, does it cap it AT 256 and hence shows the last photo in the sequence?

Is the photo in fact changing but changing to the EXACT SAME PHOTO???

Just a thought... #my$0.02 😊

[RTPGiants]

No. The hubs preference photos by time relevance. It's random, but it will show you more pictures from the time of year it's currently close to. You'll see fewer Christmas photos for example in the summer. It's actually usually quite a good algorithm when it's not just screwing up and freezing.

That noted, I have 2 hubs, one of which has about 150 photos on it and it behaves the same as the one that has 6000+.

[butcher99]

 But I don't want someone else's idea of what I should see for photos.  I want an option to just show a totally random selection of the photos I choose.   How could it be so hard to do that?   I want to see the ones that are out of focus and slightly fuzzy because I chose to pick them.    I don't want photo frame to decide not to show them.    

   It is almost June.  One of the pictures that shows up the most is a picture of someone buried in a snowdrift so not so sure that algorithym works all that well.    
   But the main problem remains  the freezing.  

[Caravelle]

Hi, it seems that i my Google Nest the photos work fine with the camera turned off....

Unfortunately this also turns off the mic., and leaves a mic and cam symbol on the screen.

Please can this be corrected.. 

[Princesss · Accepted solution]

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

[mombkraz]

Mine is still freezing. It is not at all fixed.

[Armand]

When you say "it's been resolved" and are locking the thread, is the resolution a fix?

What is the resolution? 

[SteveE1]

How it it fixed,mine is still freezing? If there is an update  when will it come? I am on the review program, so would think it would be updated already

[gothay]

Mine is still freezing and it's September.  Both on the Home Hub and Home Hub Max.  Will there be a fix soon?

[TrevR73]

It's not resolved, it's still happening on mine and been doing it for months

[PR81]

Mine has been working fine since deleted it from my setup then added it back 🤷. I have 2 and they've been working fine for a while now, maybe over a month now

[JohnN1]

3 of my Frames started this behavior this month. It is not fixed 😞

They freeze on one photo or on a white screen. The device is not frozen. You can interact with it, but it will not display more pics. If you unplug it will work again for a while.

[TrevR73]

I removed it from my home app, added it back. Then when I tried to connect the camera it said I had to do a factory reset... I've done that all now. I'll see if it works. 

[PamT]

Not fixed. Mine has a blank screen and will not show photos. I unplugged and reinstalled to no avail. Help!!!