My Nest Hub needs to be reset at least once daily

[Rdianco]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original poster: Jim Shorte 

Our Nest Hub recently became unresponsive with a blank screen at least once daily, requiring that it be rebooted. Many mornings we wake to find that it needs to rerun the setup to be added back to our Google Home. I’ve already tried a factory reset, but that did not resolve the issue.

[Rdianco]

Hello Jim Shorte,

Thank you for your message. I appreciate you taking the time to troubleshoot your device. I am sorry to hear that your Google Nest Hub's display is turning off daily. It is a very frustrating issue and I understand your concern. I would be more than happy to help. 

First, could you both try these new troubleshooting steps? It's a little different as it includes a 'Recovery Mode' step.

• For: Google Nest Hub (1st gen)
  • Please ensure that you are using the official power adapter that came with the Nest display.
  • Please plug your device in a different power outlet, and then attempt a reboot.
  • If this issue is unresolved, please perform the workaround below:
    • Place the device in Recovery Mode 
      • (unplug the device then hold down the volume button while plugging the device back in. Release the volume button once the device turns back on.)
    • Attempt a Factory Data Reset once the device boots into Recovery Mode 
      • (hold down both volume up and volume down buttons at the same time.)  
• For: Google Nest Hub (2nd gen) and Google Nest Hub Max
  • Please ensure that you are using the official power adapter that came with the Nest display.
  • Please plug your device in a different power outlet, and then attempt a Factory Data Reset.
  • If this issue is unresolved, perform the workaround below:
    • At the back of the Nest display, unplug the power cord and wait 10 seconds, then plug it back in and wait until the screen with G logo shows up
    • Repeat step one, 10 more times. (For a complete total of 11 times).
    • After plugging the power cord back in, wait a few moments for the device to reset. It will announce "Welcome to Google Home" to signify that it's ready for setup.

I look forward to your response and helping you get this issue resolved. Please keep me updated, thanks. 

- From Frances (Community Specialist)

[Rdianco]

Thank you.  After following your recommendations and moving the hub to another outlet, it did not work. I then followed your factory reset with recovery mode instructions and setup the device again. Unfortunately, sometime overnight it went offline again.

- From Jim Shorte (Original poster)

[frances]

Hi Jim Shorte,

Thanks for your patience. I just wanted to check in and see if you have any new questions about the issue with your Google Nest Hub or the case I made for you. I hope the support team was able to resolve your issue! Thanks.

[frances]

Hi Jim Shorte,

I have not heard from you so I am going to lock this thread. As I stated earlier, please contact the support team with your case ID if you have any new questions or concerns regarding this issue. Thanks!

[Jshorte]

I have nothing new to report.  Since my case was moved to support, I haven’t had any responses from the support team.

[ai]

Hello Jshorte, 

We're sorry that you haven't received any updates after we escalated your post to tech support. It might have gotten lost in the shuffle as we were moving things around, but still--we created a new case for you. Please check your inbox/spam folder for a message from Google Nest Support. 

Best,

Ai

[WayneM96]

there aren’t any replies, I have to reset every morning to access the on screen menu, probably from an “update” to the OS, doesn’t make a difference in changing any settings and it is using the google power supply, I have reported this on many occasions via the feedback, without response.

[Muddi]

Hey WayneM96,

Thanks for reaching out. Sorry to hear about your experience with your Google Nest Hub. A few questions: which specific Nest Hub do you have (1st or 2nd gen)? Is it stuck on a photo frame? Also, please share a video showing the issue so we can further check what's going on with your device.

Cheers,

Muddi

[WayneM96]

hi Muddi

I don’t know if it is V 1or V2

photos show the screen without options, normally available. photo shows OS version,  oops no photos as google says I do not have permission 😳.   WayneM96

[Princesss]

Hi everyone,

Thanks for your response.

Kindly provide the cast firmware version of your Google Nest display?

To check which firmware version you're on, follow these steps:

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app .
3. Touch and hold your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Lastly, let's perform a complete reset and let's see if this will make any changes on its behavior.

Keep us posted.

Best,

Princess

[WayneM96]

hi, info as requested, regards Wayne

FUCHSIA VERSION

6.20211109.1.3166240

SOFTWARE VERSION

45.1.15.450549110

CAST FIRMWARE VERSION

1.60.305621

[Princesss]

Hi everyone,

Thanks for the info you've shared. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[Caribtony]

Hi Princess,  

The cast firmware is 1.60.305621.

I already performed a factory reset and I'm still having the same issue.  

[Caribtony]

I am having the same issue as well!!!  Every morning I wake up the screen is showing photos, but the weather is not showing, just two dashes _ _ .  When I touch the screen to flip to home control the screen just flickers and does nothing.  I have to reboot every morning.  I already did a factory reset and that did nothing.  

[Jshorte]

The issue with my old hub couldn’t be resolved with support.  Fortunately it was still under warranty, as it needed to be replaced.

[Muddi]

Hi WayneM96 and Caribtony,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

Cheers,

Muddi