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Nest Hub keeps losing all function but Photo tab

Phaino
Community Member

I have many nest hubs, one of my nest hubs - just keeps losing all functionality OTHER than the photo albums.

 

I have to CONSTANTLY keep restarted the device by pulling the plug and letting it reboot. I mean every day this has to happen.

 

I also watch cameras on this device and after about 5 mins the camera's just go to a grey screen. Won't show any image. have to get out of the camera and go back in.

 

Help! This hub is basically broken at this point for me.

 

I have tried reformatting it. Doesn't change the outcome.

3 ACCEPTED SOLUTIONS

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Sorry for the delays. For users having issues with their Nest Hub where they can't swipe it and stock on Photo Frame - rest assured that our team is looking into this issue at hand. I'll make sure to update this thread once I have more information to share.

 

Thank you for understanding.

 

Cheers,

Muddi

View solution in original post

Muddi
Community Specialist
Community Specialist

Hey folks,

 

I know it's been a while since this thread has been updated with any new information and I apologize for the lack of response here. 

So far, unfortunately I have nothing new to share. The frustration you feel from not having a resolution or just even more information on what's happening is understandable and justified. I'm sharing the same frustration with you because you're still experiencing this issue and I know how inconvenient it has been. 

I know the team has been working through this issue and I'll be checking in with them this week to see if there any updates or progress regarding this so I can give you some valuable information. I'll ensure to follow up with you before the ending of the week to let you know if I have any updates or not. 
 

@xxdesertstorm: We kindly remind you to please be respectful here in the community, and stay polite and assume good intent as per our community guidelines.

 

Cheers,

Muddi

View solution in original post

Muddi
Community Specialist
Community Specialist

Hey folks,

 

I understand this has been a frustrating experience and the importance of this feature play in your daily lives. Rest assured the team is still looking into this issue and I'll update the thread once there is more news to share. 

 

Cheers,

Muddi

View solution in original post

45 REPLIES 45

Justme4
Community Member

Same here. Have to unplug it daily.

Princesss
Community Specialist
Community Specialist

Hi everyone, 

 

Thanks for reaching out.

 

Sorry to hear about this. Has anyone tried to perform a complete reset to your Google Nest displays? Let's go ahead and try that first to see if there would be any changes on its behavior. Lastly, could you please attach a photo of the exact display that you're getting so we can check further?

 

Looking forward to your responses.

 

Best,

Princess

I have the same issue noted here as well and have performed a complete reset of the device to no avail.

I've tried different network channels and frequency bands on Wi-Fi also, originally thinking it was a network connectivity issue but no difference there either.

Nest hub locks to photo frame and loses all other functionality until rebooted. Even the temperature on the screen changes to '- - °' 

Half a day later after reboot. Same issue, reboot again.

System firmware version is 6.20211109.1.3166240.

Worth mentioning also that the alarm clock, despite being set, didn't always go off. And when it did, it disables ambient light mode.

What's next steps to resolve? Although I'm fairly confident at this point it's a firmware/software issue that needs to be resolved in Google's side. 

Azarco
Community Specialist
Community Specialist

Hey Mossrat,

 

Thanks for taking those steps. We'd like to dig deeper on what's happening with your Google Nest Hub, could you fill out this form? Let us know once you're done.

 

Regards,

Alex

Phaino
Community Member

Yeah - they aren't going to help you.

 

I've been being jerked around for the past week on the "answer these questions, send in this feedback, send me a copy of the firmware / serial number" "I am going to send this over to my technical team and see what we can do"

 

And then there is just 0 response. Nest is  a trash company, owned by an even trashier company, Google.

 

They aren't interested in fixing anything. You should stop using Nest now, and sell all your products, and buy something better.

I'm just as disappointed as anyone else is here in this product line, and unfortunately, I have 8 nest cameras, 6 hubs, and other google products and I'm stuck with NO solution. They won't even send my a $75 hub replacement. It's quite pathetic.

Princesss
Community Specialist
Community Specialist

Hey Phaino,

 

Sorry for the inconvenience that this has caused you. We'll make sure to make it up to you and we'd like to further help you with your concerns. Kindly fill up this form with all the needed information then let me know once done.

 

Best,

Princess

Phaino
Community Member

Ive already done this. I’ve been ‘working’ with someone after filling out this form, only for them to completely go dark and ignore my many emails. 

they were very responsive at first and promised me they’d have a solution from their technical team. 

No answer for a week now. 

like I said, it’s one big circle jerk. 

Mossrat
Community Member

I've sent over that form. Seems silly as it's just a copy of what's been said here and you'd think a community specialist at Google would have a route into the technical/product support to escalate this on the community's behalf. There'll for sure be many with the issue besides those vocal here.

To me, this screams planned obsolescence and @Phaino's response is concerning if this user has already taken this approach with no suitable outcome or feedback. 

@Princesss what can you do to get this issue the necessary traction with product support and when can we expect an update? After Googling the issue I landed on this thread. Others will too, so it would be nice to have an update from you as to current progress at regular intervals. 

Colake
Community Member

I have exactly the seem issue since a few weeks and this is very annoying. 

My Google nest hub is on the same version as Mossrat so:  System firmware version is 6.20211109.1.3166240

Has this is reported by multiple persons this is clearly a software issue so I hope that this will be solved very fast.

lilbec383
Community Member

I'm having the same issue except with the Clock. Nothing else works until I reset it. Have had to do this four times this week already.

By the looks of this thread, Google has no intention of correcting this issue, so I assume I'm going to be forced to buy a new one, since my smart home system won't work without it... Thanks for the forced upgrade 😒

 

Mossrat
Community Member

@Princesss no one has had follow up from Google support or yourself here. I submitted the form as requested and had no response whatsoever. Can you update the thread please?

Saying this after rebooting the nest hub for what seems like the thousandth time just so I can access my smart home solution.

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Chiming in to ensure everything is covered here.

 

@Colake and lilbec383: Please fill out this form with all the needed information then let me know once done. 

 

@Mossrat: I followed up with the team, and rest assured that someone will reach out to you via email.

 

Cheers,

Muddi

lilbec383
Community Member

I have filled in your form, but like Phaino, I'm not holding my breath. 

Phaino
Community Member

Again, I’ve been ‘talking and working’ with the technical team on a solution. 

They were responding every day, now they’ve gone silent for over a week, even after a handful of emails. 

they aren’t  interested in helping, just wasting time. 

i have 5 other hubs that work just fine. Same network, same Wi-Fi. Same firmware and software versions. 

Ite the hub itself. 

my recommendation is to stay away from nest. Buy something else in the future. They obviously don’t have a customer support system that actually cares / just prolongs and distracts. 

Muddi
Community Specialist
Community Specialist

Hey lilbec383 and Colake,

 

Thanks — we got your form and has sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you. 

 

@Phaino: Sorry to know about that. Could you give us the case ID so I can check what's going on.

 

Cheers,

Muddi

Phaino
Community Member

Case #: 3-0409000032836

Again, I have 5 other hubs that work perfectly fine that are an identical of this hub. 

 

The hub is just broken.

 

Muddi
Community Specialist
Community Specialist

Hey Phaino,

 

Thanks for providing the case ID. Upon further checking the case was related to an ongoing issue with the Nest Hub wherein some of the users are having issues streaming their camera. The team is aware of it and a fix will be rolling out soon.

 

For your other concern - are you having issues leaving the Photo Frame, and unable to swipe left to right to view other pages on the Nest Hub?

 

Cheers,

Muddi

Colake
Community Member

Also filled in the form.

Just wondering how many people need to do that before action is taken 😄

Mossrat
Community Member

Support has been in touch with me and they've had me reproduce the issue and submit feedback under a specific identifier from the hub itself. If I understand correctly, that report should include all the necessary information and logs which will then be passed to "higher tier" support team. Still we wait but grateful support are investigating. I remain hopeful for a fix. 

Muddi
Community Specialist
Community Specialist

Hey Mossrat,

 

We appreciate your patience and understanding on this issue. We'll keep you updated via email. Let us know if you have additional concerns on your device and we'll be glad to lend a hand.

 

Cheers,

Muddi 

Phaino
Community Member

Yeah, I’m in the process of removing all nest products (8 cameras, 6 hubs, doorbell - and other devices) from my home. 

the fact that no one can explain to me or is unwilling to replace a faulty device and instead tells me ‘we’re looking into a solution’ is mind boggling. 

 

I have 6 nest hubs - All work fine but one. The solution should have been - we’ll replace it immediately, we apologize for the inconvenience. 
NOT sorry for the issue, please give me all this information, we’ll ‘talk’ to our tech team, not get back to you in a decent amount of time, and meanwhile,  please continue to beta test our product for us, that you purchased with your money. 

thanks but no. This is just bad customer service and you’ve lost a long time customer. 

 

Colake
Community Member

I nearly don't dare to write but since a week my Google Nest Hub seems to behave normal again.  

I checked if maybe the firmware version was not changed but that is not the case.

I keep my fingers crossed that my Google Nest Hub will continue to work.

Mossrat
Community Member

No such luck for me. Issue still remains and support has gone dark. Chased today for an update. I did find that instead of powering off the hub and powering back on, I could go to the Home app and tap the hub there to restore functionality. Quicker than a restart but still a pita that users shouldn't need to do. 

Phaino
Community Member

Yup. Good luck getting Nest  to help any further. I haven’t heard from them in over a month at this point. 

they don’t care.

 

My advice return the hub if you can - it’s just a paper weight with a screen on it now. 

Thanks for this suggestion, I've been using it and it's definitely a lot easier than rebooting each morning. It's only a band aid fix though - the fact that Google seems to have no interest in actually addressing this situation in a timely manner concerns me. Since being contacted by three people in as many days, I've heard exactly nothing. 

Colake
Community Member

And the issue is also back for me after a few weeks. 

The restart seems to work for a random amount of time.  It can help for a few days, even for a few weeks but also just for a few hours.  My nest seems to be in the few days state.

I understand that it's not easy to investigate a random issue like this. But I really hope that it's taking serious because I don't get that impression. 

lilbec383
Community Member

I've been contacted by three different people at this point, sent all manner of feedback/info/videos and been promised with each contact that they're "actively looking into it", but the issue still persists and there's no updates as such. Must admit, I'm not an Amazon person but I am considering buying Echos.

Phaino
Community Member

Yup. It’s a bit ridiculous. Every time I want to use the HUB, I have to pull the power cable and let it reboot. And then about an hour later. Same thing. 

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Sorry for the delays. For users having issues with their Nest Hub where they can't swipe it and stock on Photo Frame - rest assured that our team is looking into this issue at hand. I'll make sure to update this thread once I have more information to share.

 

Thank you for understanding.

 

Cheers,

Muddi

ges21108
Community Member

We are also having the same problem as others have stated above and below.  Always have to reboot when I don't see the weather tempertures on screen.  I'm assuming there is no current  resolution to date.

lilbec383
Community Member

I don't know who accepted this as a solution, but IT IS NOT A SOLUTION.

 

Don't you dare bail on this.

Hwam
Community Member

When can we expect a solution? I also have this problem on two hubs. It was working fine for a very long time. Breaking something is easy, please fix this. 

Phaino
Community Member

It’s been months at this point. No more responses to me. 

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks everyone for sharing your feedback here. I've shared this with the team and will update the thread further once I know more. I appreciate your patience as we look into this.

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey folks,

 

I know it's been a while since this thread has been updated with any new information and I apologize for the lack of response here. 

So far, unfortunately I have nothing new to share. The frustration you feel from not having a resolution or just even more information on what's happening is understandable and justified. I'm sharing the same frustration with you because you're still experiencing this issue and I know how inconvenient it has been. 

I know the team has been working through this issue and I'll be checking in with them this week to see if there any updates or progress regarding this so I can give you some valuable information. I'll ensure to follow up with you before the ending of the week to let you know if I have any updates or not. 
 

@xxdesertstorm: We kindly remind you to please be respectful here in the community, and stay polite and assume good intent as per our community guidelines.

 

Cheers,

Muddi

michaelshobbs
Community Member

Having the same exact issue as well. Restarting it daily is getting quite tedious. Any update on a fix?

Mossrat
Community Member

@Muddi @Princesss

Do us all a favour and remove xxdesertstorm from the thread. Better yet, the community platform all together. No room in the world for such a failure of humanity.

Regardless, we are still awaiting a fix after all this time. What's the latest from support on this matter? Clearly it's widespread and requires internal escalation and prioritisation. 

3 weeks ago you confirmed a known issue and a fix was to be rolled out soon. Kindly define "soon" in terms of a time frame here.

Failing that, for those impacted if there's not going to be a software fix, why not collate the known users with the issue and importantly those here who have been helping with troubleshooting and give us a path to replace these devices FOC. There are laws, in Europe at least, whereby these devices should be fit for their intended purpose for numerous years, which through no fault of the user base, these are now not. We should be compensated for the inconvenience and at the very least have clear route to resolution by now. 

Bigstras
Community Member

I’m having the same issue with both of my google nest hubs. Same firmware as noted above. Would like to be updated when a fix is available.  

Mossrat
Community Member

Two months later. No updates. No fixes. No further correspondence from support. 

@Muddi what's going on behind the scenes?

Where others complained there'd be no timely resolution and I personally remained optimistic, consider my patience now exhausted. 

This is indeed poor with more and more people experiencing the same issue.