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.

[Fredlf]

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?

[Armand]

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.

[MichaelHS]

This has all the makings of a good class-action lawsuit!  Perhaps then Google will get their act together!

[Johngilham]

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 

[Faqndo]

i have a Nest Hub Max and a Nest Hub 2 both have the same issues less of a problem after the last update

[Johngilham]

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. 

[Tigzola]

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. 

[butcher99]

 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. 

[Tigzola]

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. 

[butcher99]

  So which of these companies do you write software for.       Finding work arounds at home is not finding bugs in software.     

[Brucewayne]

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. 

[jyscheng]

Seriously. How hard is it to rollback to the last working firmware version and then incrementally work from there?

[butcher99]

well that would have been my go to.    Then you don't have people writing bad reviews on your product.

[RTPGiants]

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.

[jaanabess]

From Google right now on their chat:

Thanks for waiting! I have confirmed with our team that they're currently working on a fix for this issue, there is no exact turnaround time yet.

For your reference, you can use this ticket number 7-2506000034185 if you'd like to follow up on the status.

[jaanabess]

Its hopeless!!! 

[Jimsharron2023]

Firmware updated on my Max overnight. Photos seem fixed so far. Time will tell.

[steveindanville]

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?

[Jimsharron2023]

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.

[GameraFan]

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.

[steveindanville]

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?

[Jimsharron2023]

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. 

[steveindanville]

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......

[steveindanville]

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.

[GameraFan]

No luck. Max with updated .120 firmware is currently frozen. 

[Jimsharron2023]

Same here. Made it about five hours. Back to waiting on Google.

[steveindanville]

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???

[GameraFan]

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.

[drakkather]

Same problem here, please, fix it

[jyscheng]

my gen 2 hub also still ends in 100038

[jaanabess]

Mine is not fixed either with the update. It goes for a while then freezes again.

[Jonas533]

With the new firmware still photos freeze. 

[jyscheng]

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 ...

[SRN13]

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.  

[picoci226]

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.

[vilasi1]

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.  

[steveindanville]

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!

[steveindanville]

I didn't say go to "#", I said go to "go#".

[steveindanville]

Why isn't it letting me say #?

[vilasi1]

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.