Google Nest Community

MargieMac · ‎04-29-2023

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.

Princesss · ‎07-12-2023

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

View Recommended Answer in original post

Steven1111 · ‎05-04-2023

This is definitely a firmware issue! Google needs to start looking at the code instead of stating the obvious which we have already tried.

jaanabess · ‎05-24-2023

Resetting the device did NOTHING, it still freezes after just few minutes. If anyting its maybe worse now!! Freezes in less than 5 min.

Skinholt · ‎05-24-2023

Why are you making suggestions that others have tried and already confirmed don't work?

Smudge5156 · ‎05-04-2023

Same problem here... It appears as though Google really don't give a ##$%^^ about the end user! How about getting some firmware that actually address this issue? Worked well then started doing the freeze stuff. Tried all the suggested fixes to no avail. Come on Google get your act together...

butcher99 · ‎05-24-2023

How about just roll it back one update and fix it.

attommic · ‎05-07-2023

Same with mine.

I reset my nest hub max, removed/added photo in my google photo library, re-select photo album and no change.

Nest hub max seems to disconnect from home app, only to reconnect when i launch home app.

Jiver18 · ‎05-09-2023

I have the original small hub.

Firmware: 10.20221207.2.109
Software version: 51.0.24.513642888
Chromecast firmware: 1.68.353511

Same issue. I have sent feedback "GHT3 Nest Hub photo's freezing" although I am not very confident that it understood "GHT3".

pschatzy · ‎05-10-2023

Ditto on the Max slideshow issue.

bp16 · ‎05-11-2023

Let's go Google, now that I/O is out of the way, hope the engineers get back to work and fix this issue. Sent feedback with the required subject. Hope this gets fixed, my mom calls me every day about this issue.

Edjil · ‎05-12-2023

My Nest hub Max shows my photos as a slideshow, I noticed a week ago that it spontaneously got stuck on one photo. When I open the Home app and go to the photo frame, the slideshow starts again, until it stops again. I cleared the cache and storage in the home app, but it doesn't help.

Muddi · ‎05-13-2023

Hey everyone,

We're still looking into this, thank you for the patience.

Cheers,

Muddi

phillic · ‎05-13-2023

Bought the google hub max a few weeks ago mainly to use as a google photos slideshow. Set for 10 secs.

It freezes. Same issue as all others reported.

Going to return it if a solution is not forthcoming very soon.

Was going to recommend this to friends because I was very happy with display quality etc but now will be negative reviews unless its fixed.

very frustrating.

vilasi1 · ‎05-14-2023

This is so annoying. I hope Google can get to the bottom of this issue quickly (the bug can be reproduced so easily).

AnilPann · ‎05-14-2023

Started happening to my Nest Hub Max 3 weeks ago or so. Gets stuck in a photo.

KiiFromGoogle · ‎05-15-2023

Hi everyone,

Thanks for submitting feedback to help with our investigation. Our engineering team is aware of this behavior and is working on a fix. Stay tuned to this thread for updates!

In the meantime, we don't recommend performing a factory reset to jumpstart your Photo Frame-- instead, a quick unplug/replug may do the trick.

Hope this helps!

Meowmeow · ‎05-16-2023

Unplugging all the time is annoying. You can get the same temporary fix by saying "hey Google, next", or by swiping to the next picture. It only seems to happen when I'm standing near it for some reason, like the sensors are picking up on me being there and the picture freezes

Skinholt · ‎05-24-2023

I also think it has something to do with the proximity sensors and it is related to a recent firmware update. I've had mine for years and it was just within the last 3-4 weeks where this started to happen.

Jimsharron2023 · ‎05-17-2023

Hi Kii

Today my Home Max has gone from bad to worse. Both Photo Frame personal photos and Art Gallery are freezing almost immediately. I can only use the full screen clock.

Has there been any progress on finding a bug?

vilasi1 · ‎05-18-2023

Hi @KiiFromGoogle ,

Do you have any update from the Google Engineering team on fix? It is surprising that Google is not able to provide any meaningful update for this issue with such a wide impact radius. Should I seriously consider returning back my Nest Max Hub to Google at this point in time?

Regards,

Vilas

vilasi1 · ‎05-21-2023

Hi @KiiFromGoogle , @Muddi , @Dan_A ,

It is mind boggling to see the unresponsiveness from Google (Nest) to get any updates on this issue which has broken the very basic functionality of the display from working and especially when so many people are complaining about it. The silence to my comment "should I consider returning the product back to Google" probably speaks for itself.

@KiiFromGoogle's post last Monday (I have cut and pasted below) indicated that the Google engineering team is aware of this issue and they are working on a fix. But responses from Google to the more recent posts from other uses experiencing the same problem, continues to be things like "unplug and plug back power", "check the settings", etc.

----------------------------------------------------------------------------------------------------------------------------

Hi everyone,

Thanks for submitting feedback to help with our investigation. Our engineering team is aware of this behavior and is working on a fix. Stay tuned to this thread for updates!

----------------------------------------------------------------------------------------------------------------------------

Can the Google Specialists looking at this topic, please provide a consistent and meaningful response to (1) confirm if the Google engineering team is aware and able to reproduce the issue on their side, and (2) if a fix is being worked on? I think as a customer who paid Google to buy the product deserve this simple response from Google.

Regards,

Vilas

Skinholt · ‎05-21-2023

They might respond to a class action lawsuit.

vilasi1 · ‎05-26-2023

The silence from the Google support team ( @KiiFromGoogle , @Muddi , @Dan_A ) is just unbelievable. I do not think Google/Nest cares about providing value to their customers. So many people reporting this issue (a bare minimum functionality of the product that is broken), yet no response!!!

xiteg79 · ‎05-21-2023

Thanks, this just started happening within the last week. A simple unplug for 15 seconds and plug back in does temporarily work. Also swiping from right to left works to get to the next picture. Temporarily.

Skinholt · ‎05-21-2023

Exactly. All of these fixes seem to be temporary. They don't last long. It sure seems like it was some recent update that messed up the display. So far this problem only occurs on my Hub Max, not on my smaller displays and not on my televisions where I also display my phone photos. But people are reporting that is starting to happen on the smaller N downstairs est displays.

bonnyem · ‎05-21-2023

This happing to multiple Google Hubs I have both max and regular version for last many months, and no fix from Google yet. Not sure what else your teams need to fix this issues if they are aware of such long time.

Typicla answer, plug and unplug is NOT a resolution.

Skinholt · ‎05-21-2023

My suggestion was to make sure that Google programmers and engineers be required to have these products in their homes so they can experience our problems first hand.

bonnyem · ‎05-21-2023

Alsoi hope it's not impacting the lifespan of the screen. Another way for Google to auto-destroy products consumers purchased.

butcher99 · ‎05-22-2023

all you need do is hey google next photo.

Skinholt · ‎05-22-2023

Ha! love it! Stand by your hub.

Muddi · ‎05-31-2023

Hey everyone,

I understand this issue has been ongoing for quite some time, and I apologize for the inconvenience it has caused so far. We've shared this information with our team, but do not have any updates to share right now.

Cheers,

Muddi

Edjil · ‎05-31-2023

When? When? When? When? When? Please?

Bobj10 · ‎06-15-2023

Muddi, I realize that this is not an operational priority but by the number of people who posted here, it should be an indication of how extensive an impact it is. By this time, someone must have scoped the project to fix it so can't we at least size this? Is this a month, three-month, etc. timing? The best way to temporarily reduce the heat from the users is by sharing SOME information.

Robert Janesak

dmsteslow · ‎06-17-2023

Your support people on Chat were unaware of the issue. They need to know.

jaanabess · ‎05-24-2023

That helps for about 10 min then its frozen again!!!

butcher99 · ‎05-24-2023

I deleted all the photos in my archive folder and my photos still freeze but the time between is much longer. Will that help for you? Google replaced my nest and it worked great for about 4 or 5 days. Then it started to freeze again. I am wondering if it picked up an update at that time.

Skinholt · ‎05-24-2023

It is your "Community Specialists" who are suggesting a factory reset. And your "quick unplug/replug" has not worked either.

butcher99 · ‎05-24-2023

it works to move it on to the next photo but so does hey google ...next photo. But it certainly does not fix it.

SunilChopra · ‎05-24-2023

Do we have any fix for this stuck photos in photo frame of Nest

PR81 · ‎05-26-2023

Unplugging it doesn't work. I have to go into the Google home app, go to Google nest hub and select photo frame settings. Then the pictures start scrolling again. Then they freeze shortly after again

butcher99 · ‎05-26-2023

this is so bizarre. It has to be something they changed in the last update. Ours worked just fine for 9 months or so. All I do is hey google next photo and it is fine until it is not.