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My quick gestures, motion detection and sleep sensing are not available on my new 2nd gen Nest Hub.

funkygeek
Community Member

Hi, I just bought the Nest Hub 2nd Gen.  

The main reason for buying this was to analyse my sleep.  I try to set it up as instructed and have heaps of problems.  

I followed all the instructions that told me to do the setup on Google Assistant on the phone - no problem.  However, when it says I need to go to the Hub and 'swipe up', go to settings and turn on "motion detection' is where things go wrong for me.

Firstly, on the hub I have,  you have to swipe 'down' to see the settings.  Secondly, there is no motion detection setting when I go to settings.

I bought the hub in Australia where I live, and I believe sleep sensing is supported here.

Does anyone know what could be wrong with the hub (or me perhaps)?

TIA

 

1 Recommended Answer

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for sharing details about the issue. I know how challenging it is when some of the features on your Google Nest Hub (2nd gen) are not working. Our team is aware of this and looking into this issue at hand. I'll make sure to update the thread as soon as I have more information to share.

 

Please let us know the firmware version of your device and the Google Home app on your phone. Also, make sure to send feedback on your Nest Hub (2nd gen) by saying, "Hey Google, send feedback," followed by the keywords: GHT3 Sleep Sensing option missing on the display tray settings. These will help the team to further check what's going on with your devices. Visit this link to know more about sending feedback.

 

Cheers,

Muddi

View Recommended Answer in original post

76 REPLIES 76

Anvers_BE
Community Member

I have the exact same problem with one i bought in Belgium. When it was delivered, I saw it was a device made for the Italian and Spanish market, but Sleep Sensing is available in all those European countries.

I reached out to Google Support but haven't yet received an answer.

Resetting is not a solution. Is it locked in the device's software or firmware?

Hope to get it resolved soon. Thanks in advance for the help!

 

funkygeek
Community Member

I bought mine in Australia and knew it was meant to be supported here as well, according to https://support.google.com/store/answer/2462844?hl=en

I just got a reply to mail email from google support.

Unfortunately, after very meticulously describing our problem, they just gave me the link https://support.google.com/googlenest/answer/10357288?hl=nl&co=GENIE.Platform%3DAndroid

to the page i already searched over and over. How frustrating!

I don't even think they read the mail.

To be continued.

 

I just got what looks to be the exact same email. I talked to someone from google support for over an hour, was told it was being pasted to higher ups since he couldn’t help me and assumed I’d continue to be helped. Got an email with two links to pages I’d already read through 😕

Got of the phone, after more than 1h with google support... oh my! Even after explaining this forum, i MUST be the only one with this problem 🙄😡. No luck here!

They tried 'EVERYTHING'.. had to go over my settings a million times, and what ya know ... no succes! But sir, just swipe up from the bottom up ... "LOOK, this is NOT working, as i tried to explain yet a million times". (i added a vid with my first complaint that i had to swipe down). 

After have lost soooo much time (the guy was very friendly, i admit), but getting nowhere, the response was... ask the company that sold you this one to.. send you another.

OK, great! Did that already, but what do i need to say to them to  erhm... not send me the exact same thing? .. *silence*

At this point, as i read alll the comments and searched through every help-page.. i am just going to return the product, get a refund.. and try to find another company that sells me one that works... i guess it's like winning the lottery. That's what i take with!

There is NO solution, only luck.

Did you guys also receive a model that was not catered to your specific market? I think that that's where the problem lies, within the build-in software. it's just not the same, my google home settings are just fine. Just got a model with no adequate software.

I hope you guys have more luck, but i don't see another option.

Please keep me informed of your endeavours.

After reading about your struggles, I thought there might be a batch of hubs that aren't meant for Australia and are sold here anyway.  However, after checking the box, the serial number is GA01892-AU. So  I'm pretty confident the AU bit means it is meant for Australia and should be working.  

I'm going to sit on mine for a little longer and hope there is a resolution soonish.


Can I ask where you got yours from? I’m returning mine today since I’ve had so many issues & buying them elsewhere

I bought mine from JB-HiFi

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for sharing details about the issue. I know how challenging it is when some of the features on your Google Nest Hub (2nd gen) are not working. Our team is aware of this and looking into this issue at hand. I'll make sure to update the thread as soon as I have more information to share.

 

Please let us know the firmware version of your device and the Google Home app on your phone. Also, make sure to send feedback on your Nest Hub (2nd gen) by saying, "Hey Google, send feedback," followed by the keywords: GHT3 Sleep Sensing option missing on the display tray settings. These will help the team to further check what's going on with your devices. Visit this link to know more about sending feedback.

 

Cheers,

Muddi

Laurenn
Community Member

Software version: 47.9.4.447810048

Chromecast firmware version: 1.56.324896

App version: 2.63.110

I just returned 3 of the Google Nest Hubs I had due to the issue, bought 3 from a completely different store & I’m still having the issue. (All 3 of the devices I returned didn’t have a ‘Motion Sense’ option in the settings)

I have also just submitted the feedback through the device.

funkygeek
Community Member

Thanks.
I have the same as @Laurenn .

Software version47.9.4.447810048

Chromecast firmware version1.56.324896

App version: 2.63.110

I too have submitted the feedback through the device.

Anvers_BE
Community Member

Same as the rest of us;

Software version: 47.9.4.447810048

Chromecast firmware version: 1.56.324896

App version: 2.63.110

 

Me too, i submitted it through the feedback.

I'm now in the process of returning the product to the company i bought it from. And hoping to get a working device.

ChristaT
Community Member

Gestures don't show on my home app (it's updated to the latest version) and sleep sensing and motion detection don't show on my nest hub 2. I tried a factory reset and that didn't help.

Jason3086
Community Member

Thanks Muddi, have just sent a report for this same issue. 

My sleep sensing was working and then suddenly disappeared. Sleep sensing is enabled in app, re calibrate option is visible in app, the prompt to set up is there on the mini 2nd gen but as soon as you interact with it, it tells me I need to set up sleep sensing on this device 😂 which is proving hard without the sleep sensing option  in the tray. This really has left me scratching my head. 

System firmware version: 324896


Cast firmware: 1.56.324896


Language: en-GB


Talmeme
Community Member

I'll tell you something. 

I bought mine in the US and brought it to Peru. No sleeping or motion sensor worked. Not even the list of available apps appeared as options.

So I took it back to the US to complain...and guess what? I plugged it there and suddenly, all the options where available! The sleep tracking, the list where I can choose to open netflix, the motion sensor when I come into the room. So I thought, **bleep**, it fixed itself!

Went back to Peru  plugged the device and....yeah, you guessed right! All the apps and features dissapeared again...so....that leaves me with the knowledge that apparentely it doesn't work in other countries! 😡

Laurenn
Community Member

I bought two yesterday (one for the kitchen & one for my bedroom for sleep tracking) and I’m having the same issue with both. I bought it in Australia & I’m using it in Australia. The setting for ‘Motion sensing’ just isn’t there, the help chat line wasn’t able to help me either. Hopefully there’s a fix soon

svantessone
Community Member

Same problem here, in Sweden

Sorry to hear… no solutions yet from Google.

Personally, i find it hard to believe that there are no more clear answers to be given 🤨. The Hub is controlled differently, (swipe up..or swipe down…  other look and feel), clearly other software was installed. It didn’t just magically change by itself. 
is the solution to get un upgrade of the software? And if so, how to go about? Or another hub from a different batch? 🤷🏼‍♂️

Maybe ask Siri for help?

 

felixlangkjaer
Community Member

Same issue with a brand new Google Nest Hub (2nd gen) in Denmark (model GA01331-EU)

Kndyll
Community Member

Did anyone have any luck with a new one? I’m having the same issue (in Australia) just bought from JB HiFi and no motion sensor settings. Same software as everyone else.

Is it the software and we’ll have to wait for a bug fix or could it be the hub itself and a new one would fix? 

funkygeek
Community Member

I'm still waiting.

Muddi
Community Specialist
Community Specialist

Hey everyone,

 

We understand this issue has been ongoing for quite some time, and I apologize for the inconvenience it has caused so far. At the moment, our team is still looking into this issue and I have no additional updates to share right now. I’ll continue checking in with the team and updating this thread as soon as I can.

 

Cheers,

Muddi

Any update yet?

Any news? This is honestly getting really annoying and frustrating. The funny thing is, this feature will be a premium-feature in 2024 and I honestly think by the time this will work it‘d probably be a couple of months left before 2024 I guess. Not only is the Google Assistant on the Hub extremely inconsistent and most of the time unable to do the most basic things (especially when it should play Spotify Songs) - this is something I can excuse since I can use Siri on my Phone at least. But the Sleep Tracking was/is the only feature that got me to buy the Hub 2 and the hope of it working someday is the only reason keeping me from throwing this device into the trash.

Jeffrey2023
Community Member

Same issue in Taiwan.

Shiang
Community Member

Same issue in Taiwan

이한빈
Community Member

한국에서도 같은문제

andy-grea
Community Member

Also having the same issue. UK.

Actiuslunar
Community Member

Also having the same issue in NZ 

Anvers_BE
Community Member

I have been continuing to email back and forth with Google Support, last email dating from friday 10/2.

Eventually i thought i was getting absolutely nowhere, since i am still convinced the problem lies with the software on the device and they kept sending me to my phone setting (but hey, i'm no expert.. so i did what they asked and kept sending them screenshots and vidz of what i was seeing).

With the latest mail, after they asked me to allow pratically every privacy function (web history and other topics) and again resetting the device, wha'dyaknow.. suddenly there was the Sleep Sensing function available under "Wellness", but it still looked different from the instruction videos i saw online.

Unfortunately, it is still not working. When i try to calibrate the device, it speaks and says follow the link i sent to your phone. But i never got anyting. One frustrating hour later and after again sending feedback through the device and to google support, i got on with my day.

If every week, there is as much progress as i saw this time.. we're on track!

Keep you guys posted if anything changes.

ptrrr
Community Member

Could you share how you were able to allow the privacy funtions?

pai
Community Member

Also having the same issue in South Korea.

I bought it in Japan.

 

ptrrr
Community Member

Same issue in Sweden. Bought brand new:

Software version47.9.4.447810048

Chromecast firmware version1.56.324896

Babylon52
Community Member

 

 

Hello,

I have now bought a Google nest hub 2 twice. I have set everything up in the Google Home app. 
But on the Hub itself, the option for the sleep sense or the motion sense does not appear in the settings.
The problem is that on the Google hub, I only get the options for device data, screen and photo frame under Settings. Do you maybe have an idea what the problem could be? Yours sincerely Alexander

Many other have this problem too, think i saw a post earlier that someone responded that they are working on a fix 

Thank you for your reply. 
Do you perhaps also know whether this is also the case with all models of the nest hub? For example, if I bought another one, would the same problem occur again? Thanks again for your response. Yours sincerely Alexander

Dont know, people have problem with this all around the world

myself will wait for a update to fix it, should not be far away beacuse it is a very essentiell feature and false advertisement when the feature just dont exist 

Juni
Community Specialist
Community Specialist

Hi folks,

 

Thanks for reaching out. Our team is already investigating this. I'll merge this to the similar trending issue on this thread in the Community. I suggest that you follow the main thread for updates because this thread will be locked automatically once merged in the main one.

 

Regards,

Juni