Motion Sense seems to break the device

[John_Mitchell]

So my google nest hub (gen 2) started having issues; such as the screen would freeze then go black followed by white followed by the starting screen (the four coloured dots), additionally the motion sensing stopped working (I couldn't snooze my alarms in the morning by waving my hand and I was unable to pause music, when previously I was able to) also the sleep sensing stopped working, I was fed up so turned off motion sense and forgot to turn it back on during an attempt to fix the issues, but this seemingly fixed the black screen bug (knock on wood) as I hadn't seen it for over 3 days and only today when I turned on the motion sense feature to re-calibrate sleep sense almost 5 minutes after doing so the screen bugged out again. I have turned motion sense off again and when previously this issue would happen almost hourly but it is yet to reoccur. I have read that these features aren't available in all countries however I live in the UK and was wondering if I have perhaps missed something vital during setup, i was wanting to fix both issues but i dont know if there is a way to do so (yes, i have tried a factory reset)

[Princesss]

Hi John_Mitchell,

Thanks for reaching out. 

Sorry to hear about what you're experiencing right now whit your Google Nest Hub. Could you please tell us what's the status of your Google Nest display right now? Does it show anything on the screen? Does it respond to your commands?

Let's go ahead and perform a complete reset to your Google Nest display and set it up again. Let's make sure that you're using the original power cable of your speakers and if possible, kindly send us an attachment or photo of the exact display so we can check further.

Looking forward to your response.

Best,

Princess

[John_Mitchell]

Hi Princesss, 

Currently, with the motion sense off the device is functioning and not restarting constantly, but obviously I can't use the features such as wave to snooze my alarms and just to add to that the screen will respond normally, maybe a little laggy at times but after not even a minute it will respond normally again. Additionally I have reset my nest hub twice but I have done so through holding down the centre volume button so I'm not sure if there is a different type of reset or not. 

Hopefully I have attached the images you were after please dont mind the mess of cables from my computer or my smudgy fingerprints.The screen after me turning on motion senseThe plug that it came with in the box

[Princesss]

Hi John_Mitchell,

Thanks for providing more info. You can follow the steps on how to reset the Google Nest Hub on this link.

Let me know how it goes.

Best,

Princess

[John_Mitchell]

Hi, I tried resetting again but it doesn't seem to have done anything as when trying to calibrate sleep sensing I still receive the error screen, however I am yet to see it restart randomly and I'll update this if I catch it in the act, but I still am unable to use the motion sense features.

Additionally I noticed while trying to troubleshoot on my own, I'm pretty sure my nest hub is not the most recent production firmware version. The image below is my google home app on the support website it says a different version

 

Below is a screenshot of the current production firmware.

I dont know if either of these mean anything but I thought it was off or wrong to say the least but I have a stable Wi-Fi connection which is how I thought I received automatic updates.

Edit: At 22:00ish BST it shut down and went completely black screen and it is currently in the process of turning back on after i removed the power cable and plugged it back in again.

[Princesss]

Hi John_Mitchell,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

Best,

Princess

[John_Mitchell]

Just to let you know I've filled in the form and sent it.

[Princesss]

Hi John_Mitchell, 

We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

Best,

Princess

[John_Mitchell]

Thank you for all the help, I will keep my eyes peeled for that email !

[Princesss]

Hi John_Mitchell,

You're welcome. As a reference, here's your case id: 1-9836000032435. I'll go ahead and lock this thread in 24 hours. Feel free to start a new one if you need assistance with your Google Nest speakers.

Best,

Princess