Nest Hub Max crash when playing Spotify

[mufus]

Since about 3 weeks back, my Google Nest Hub Max tend to crash/restart frequently when listening to Spotify.

It doesn't matter whether I start casting Spotify from my iPhone, or if I tell the speaker to play music from Spotify. The crash happens randomly, usually in the intervals of 5-20 minutes. When it happens, first the music pause for about 15 seconds, then resume, and thereafter after a minute or so, the Nest Hub Max return back to the main menu. At this point, sometimes it seems like it loose wifi connection, at least I can see a message that it's trying to re-connect.

The wifi itself should not be the issue, as no other units are having network connectivity issues.

If it is Spotify causing this or not, I can't say - but it's a fact that it always happen when listening to music.

I have tried to factory reset the unit, as well as power cycle (unplugging the power cable).

Is there any way to troubleshoot this?

It doesn't happen to my Nest Audio.

I don't know if this is similar or related to the other now locked topic:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Nest-hub-is-keeps-crashing-after...

[mufus]

Update: When playing the radio via TuneIn Free (asking the speaker to play a radio channel), there are no problems at all, it will play for hours without crashing or complaining about network connectivity.

[davisf]

Exact issue happens to me - I've tried unlinking and relinking spotify and no luck.

[Juni]

Hi folks, 

Thanks for reaching out and for being a step ahead of us. Since the steps didn't work on your end, 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 you're done.

Regards,

Juni

[mufus]

Hey Juni,

I am happy to tell that yesterday and today, the Next Hub Max hasn't crashed while playing Spotify. I don't know if there was an update sent out the last couple of days?

So finally after about 4 weeks, it seems to work okay again. Don't know if it's permanent or if the troubles will start again in a few days Please keep the thread open for at least the rest of the week. If the issues comes back this week, I will fill out the form you provided. Thanks!

[Juni]

Hi mufus,

I’m glad it’s resolved now. I’ll keep this thread open. If you need further help, let me know.

Cheers,

Juni

[Juni]

Hi there,

I just wanted to follow up to see if you still need our help. Please let us know, as we would be happy to answer any questions you may have.
 

Thanks,

Juni

[davisf]

Hi, yes - my Nest Hub Max JUST crashed right now in this exact scenario (7:23pm). I'll fill out the form as well.

[mufus]

@davisf What Wifi access points are you using?

I have the Ubiquiti U6 Lite.

My Nest Hub Max still today continue to hang for 30 sec about twice an hour, and now the last couple of days, I'm also again seeing the "Reconnecting" screen while not using Spotify, but that's more infrequent than once an hour.

[Princesss]

Hi folks,

@mufus, thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

@davisf, have you had the chance to fill out the form?

Best,

Princess

[Muddi]

Hey davisf,

I just wanted to follow up on this. Have you had the chance to fill out the form?

Cheers,

Muddi

[Muddi]

Hello davisf,

How's your device? Please let us know if you still need help with your device, and the Community will be happy to lend a hand.

Cheers,

Muddi

[Muddi]

Hi everyone,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Cheers,

Muddi

[mufus]

Hi @Muddi , @Princesss , @Juni ,

This problem is so far NOT resolved.

As the original creator of this thread, I have not been assisted with any kind of troubleshooting guide, even though three (3) of the community specialists has been "checking in" to this thread, asking how it's going. I've been giving you update reports immediately every time, and have also filled out the form that Juni asked us to. Have not heard anything since - no email, no phone call.

I think I will be giving up, I suspect this community forum may not be the correct place to be helped with this kind of error reporting and troubleshooting. I though you would be more interested in getting further details, as it's clearly not only me having this issue - @davisf got very much the same.

Looking forward to you reply!

[davisf]

Same thing here Mufus. Filed out the form and they're trying to get me to change what WiFi network I'm using even though this is clearly just a Spotify app issue, I gave them specific timestamps to look at the crash logs, and this is clearly impacting thousands of people and it doesn't make any step to do local troubleshooting on my account. 

Such a bummer they can't just get the product team to look at crash logs and work with Spotify to fix the crash. I give up.

[mufus]

Interesting though that you have been contacted and got a little bit of troubleshooting with them - that's definitely more than I have had. 🙂

If they are not interested in resolving this issue - when they have a great opportunity to collect information from our two units suffering from this, I guess there's nothing we can do.

[Muddi]

Hey davisf,

We understand that the steps provided in the email may be a bit inconvenient, but they are necessary to further isolate the issue. If you have already tried those steps, please let us know by replying to the email so that we can continue investigating the issue you are experiencing with your device.

@mufus: We apologize for any delay in assisting you via email. We are currently experiencing a high volume of cases, but please be assured that one of our team members will reach out to you as soon as possible.

Cheers,

Muddi

[mufus]

I have been away from home for a week, but the last couple of days since I came back, Spotify on Nest Hub Max is functioning as should. Keeping my fingers crossed it will stay this way.

[Muddi]

Hello mufus,

Perfect! I'm glad to hear that. Let's continue monitoring your device to ensure that the issue is resolved. Please feel free to update the thread if you experience any further issues with your Nest Hub Max, and we will be glad to assist you!

Cheers,

Muddi

[Muddi]

Hey mufus,

How was your device now? Please let us know if you encounter any issues, as we are here to assist you.

Cheers,

Muddi

[mufus]

Hi Juni,

The original problem I had with entire Spotify crashing and rebooting my Nest Hub Max has changed. A week ago from today, everything started working all good. However, that only lasted for a few days - now, Spotify has instead started to randomly just hang for a minute, and thereafter continue playing (no crashing).
I did a video-recoding that you can check here: https://photos.app.goo.gl/e8fqrVoinJq4NxYW6

I'm always asking my Hub Max to play music for me, so I'm not casting live from my phone or so.