Nest Hub (1st Gen) Crashes and Resets Daily

[LegalBeagle]

Within the last few months, my Nest Hub (1st Gen) has started crashing and resetting itself occasionally, but at least once a day. It generally occurs when being asked to play something on Spotify, but has also occurred following other commands like "add this to my shopping" or "start a timer". I've tried resetting the device, but the problem persists.

There have been a number of other posts with this or a similar problem, and most seem to have moderators acknowledging that it's frustrating and then locking the post after a few days without any word on a solution. It would be helpful if this or other threads could stay open until a solution is posted.

[stewievslois]

This is very similar to my issue raised here https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Spotify-Won-t-Play-Nest-Hub-V2/td-p/257... 

It seems this has been an ongoing issue for a while https://support.google.com/googlenest/thread/122184844/hub-crashing-when-playing-music-speaker-group... 

[frances]

Hello @stewievslois

Thank you chiming in and sharing your thoughts.

I will reply with an update to your post when I receive more information on my side. Thanks for your patience. 

[LegalBeagle]

I agree, @stewievslois. A quick search using "nest hub crash" shows several threads with similar problems that seem to have started in the last two months:

• Nest Hub constantly crashing
• Nest Hub crashes multiple times a day after last update
• My Google Hub display crashes almost daily now. Screen blank, backlight on, unresponsive, useless.

It would be helpful to get some sort of acknowledgement that this is a known issue that is being actively investigated or worked on by the support team.

[frances]

Hello @LegalBeagle

Thanks for your comments. We lock threads when there is inactivity on the thread. Also, for some situations, we have to make a case. When a case is made, the support team takes over the issue and privately contacts that user to try and resolve the issue. 

I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 2-9615000032474. 

[LegalBeagle]

Thanks, @frances. I'll update this post as soon as I hear from the support team so that others will know what to expect if they are having a similar problem.

[stewievslois]

Hi @LegalBeagle 

Any update from support?

thanks

[LegalBeagle]

Thanks for checking in. Nothing from support yet, including an acknowledgement that a case was opened. I'll update as soon as I hear something.

[stewievslois]

Hi,

I also have a Case-ID which is 8-5967000032051

I have ruled out:

1) Issues with my Spotify account by confirming with Spotify that my account is correctly functioning. I have also tried a different Spotify account on my Nest Hub and experienced the same issue. 

2) my networking - I have the same issue when the Nest Hub is connected to a mobile hotspot. 

Will update with any further news.

[stewievslois]

@LegalBeagle and @frances 

[Dennichio]

I have the exact same problem since a month or two

[dfxgh]

I also have this same issue! It is so annoying and usually happens when I'm using the device. Has anyone received a fix for this? 

[stewievslois]

Hi @dfxgh and @Dennichio 

I’m sorry to say I’ve not heard of a fix from Google yet. 

[LegalBeagle]

Another crash just now immediately after asking it to play something on Spotify. I hate to say this, but sometimes this does feel like a symptom of "planned obsolescence " given the timing of this problem following the update to the Fuschia OS.

Still nothing from support.

[Munkey]

I smelled Planned obsolescence the second mine started crashing after an update...... It's sad to think humans create tremendous amounts of waste due to greed, but it's most likely the cause of this issue. 

Would be wise to start a world wide "seed bank" of old software versions that functioned properly so we can rollback our old devices to their original functional states 💡😎

[Jake]

Hey all,

Sorry for the late reply. I wanted to follow up and see if you are still in need of any help with your device crashing? I understand that this is not the most ideal situation. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[sentient]

Hi Jake,

If you would be so kind to tell if there's a way to roll back the updates on the Google nest hub to when it was functional, or provide some other permanent solution.

Mine never worked again and I honestly just gave up on fighting with it as many people in this thread might have done as well.

[JoinTheBattle]

Well the good news is mine doesn't crash as often anymore. Only everyone once in awhile (which I can deal with; it's no longer common enough to be an issue.) But I still can't say I particularly enjoy using Google my Nest Hub, because Google Assistant seems to be getting dumber all the time. It's about a 50/50 chance she'll actually understand what I say and forget about her ever understanding a follow-up response. She'll hear it correctly, because it'll display verbatim what I said, then she'll inevitably go "I'm sorry, I don't understand." Infuriating.

[Jake]

Hey all,

Apologies again for the late reply. I wanted to check in and see if you are still in need of any help with your device? If you are still running into the device crashing, please let me know. I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Jake]

Hey all,

I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[0nlyfars]

Hi buddy, 

icontacted support as this crashing issue seems to getting worst. To the point now it is crashing when the ambient light sensor needs to brighten the screen it will crash. I will definitely not be buying another hub.

Support says I’m out of warranty so out right ignored my follow up emails. And refuse to help me further. Even though the software is the issue.

If this isn’t planned obsolescence I don’t know what is. Save your money and by an Amazon smart display.  at least the support is much better. 

[Jake]

Hey all,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake

[stewievslois]

I spoke with customer support again yesterday but I must admit it feels like I’m going round in circles. 

I still can’t play anything through Spotify without crashing the hub. 

The person I spoke with yesterday said they thought it was an isolated issue with my device. I pointed them to this thread to highlight that wasn’t the case. 

It does seem like no one is looking at this as a real issue. 

[Penney2021]

I have the same issues so frustrating 

[JB20]

Maybe Google is telling us it’s time to upgrade. If that’s the case that’s the wrong move 

[AJ_81]

Same issues occuring on all x3 of our nest hubs. Mainly when asking to play music from Deezer. Hangs, then crashes.

And most recently, it's now caused one of my hubs to reset to factory.

Must be a software update as I've had this for nearly 3 months now. Never before.

Sort it out Google, at least acknowledge it

[stewievslois]

I have heard back from Googles third line support (or I assume third line as it’s the third person I’ve been passed too). I was advised to do exactly the same steps to resolve the issue as I have been advised twice before which clearly didn’t work. 

I have given up and returned the Nest Hub 2 to the retailer for a full refund. 

I honestly think how Google are handling this problem  is atrocious.  

[Penney2021]

cant believe they don't have an answer,  shouldn't have to come to returning the device. I've had my hub for around a year now and noticed this started happening within the last 4-6 weeks. No issues whatsoever prior, if I cast I have no issues just asking the hub direct with voice commands fails to load Spotify successful. Not good! 

[random4583453]

I have the same issue, a perfectly working device seemingly ruined by a software upgrade. I found support very dismissive and making me wear the burden of paying for packing of return, signing disclaimers about incurred costs if the device was found to be not faulty etc. All this despite acknowledgement that some devices were having software upgrade issues. Support was sub standard, lacking escalation process. Customer service never got back despite my request.

If there is enough of an issue here wondering if this should turn into a class suit here?

[sentient]

I've been having this problem for at least three months now and the display is utterly useless at this point. I was looking around to see if there was some sort of way to update the firmware, and then stumbled upon many of these posts regarding the same problem all over the internet.

I'm so fed up with Google Nest products. It's like they're absolute amatours playing house, not a gigantic multinational corporation. I think a class action won't even cover the cost we originally paid for this joke of a product, but at least it will remind them that they still need to service consumers with decent support from time to time.

[Theamazingdrew]

Same for us, both hubs have been crashing for months and now we can’t play Spotify on or whole house. It doesn’t recognize some rooms either. We have almost 20 nest devices, but they suck anymore.  The wife and I have decided for Christmas to throw it all out and go Amazon

[JoinTheBattle]

I have also been having this problem for months. Mine stopped working a month out of warranty and, after being jerked around by support for weeks, they finally told me they wouldn't replace it.

Thought tweeting at them might get them to do what's right, but instead they just asked me to DM them my case number, then replied back with this:

Basically them saying, "We know this is a problem (and has been for months), but we don't know when/if it might be fixed and we refuse to stand by our products, even though this is clearly not an isolated incident."

Sounds like a class action waiting to happen.

[Teslatradeup]

Same issue here .. crashing and rebooting daily. Mostly when asked to play something on Spotify. Performed a hardware reset and that hasn't changed anything. So frustrating. 

The device has worked flawlessly through the years. It's a gen1 but it seems like even gen 2 have issues exactly like mine. 

How do I set this to device to debug!? And get support?

[Beau]

I've been having the same issue for a coupe of months now too. Its worked flawlessly for a year and now crashes on a daily basis. After reading all these comments i think ill just return the thing. luckily for me, its a 2 year warranty in Norway. Its a shame, because i love the display. i guess if i get a new one it'll just update a be the same issue again.

[gilldesign]

I just got 1 week ago the google nest 1-st gen, and from the first day is restarting at least once a day.  Has restarded doing nothing or when asked to perform something. Planing to return it.  Should i try the 2-nd gen ?

[0nlyfars]

Save your money and go Amazon mate. They’ll just do the same thing with the gen2 when the 3 releases

[UnhappyHomeHub]

I have a first wave gen1 Google Home hub and a late 2020 google home hub gen1, both of which are just totally useless now. They'll queue audio from youtube music, stutter a few seconds into the song, maybe recover and stutter some more... either way they crash about 50% of the time I interact with them for music playing. The other day it showed the realtime transcript of my voice of "set a timer for 18 minutes" and then said "I'm sorry, I don't know how to help you with that."... 

What a bunch of junk that has been completely ignored by google.

[Bmorn20]

I started using a spare nest hub to play white noise where the dogs sleep, crashes almost every night. However, the nest mini in my son's room never crashes playing white noise ever night 

[Jd-28]

Adding that I'm also experiencing the same issues other have said. It's unfortunate that Google engineering and product management don't have a fix for this yet. If we don't see a fix in the next month, we will switch to Alexa or find an alternative solution

[Pthomas90]

Also having the same issue. I have 3 Google Hubs as well as 6 minis throughout my house. I can't play youtube or spotify without any issues. At first I thought it was my network but pretty sure it's not now that I see a lot of others are running into the same thing.