10-08-2023 06:46 AM
I have 2 Google home hubs. Since the update I keep getting a black screen or the twirling 4 dots in the middle. I have done several reboots and resets. Both screens failed at the same time. It seems to come back on if I just display the clock but with photos it stays black after displaying for about 2 mins. Then doesn't work without a factory reset. It is unusual for both hubs to fail at the same time. We have also reset our WiFi
10-11-2023 07:09 AM
Hi Wendylish,
I’m sorry to hear about the trouble you’re experiencing with your Google Nest Hub devices. Let’s further look into it. Kindly share a video showing this behavior. Also, provide the Cast firmware version and Software (Fuchsia) version of both your Google Nest Hub devices. Swipe up from the bottom of the display’s screen > Settings > Device information.
Regards,
Alex
10-15-2023 05:41 AM
Devices
Google Nest Hub
Google Next Hub Max
Symptoms
Other Information
10-17-2023 07:25 AM
Hi there,
We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.
Best,
Alex
10-19-2023 07:30 AM
Hey Wendylish,
We haven’t seen your form submission come through—were you able to access it alright? Let us know if you’re running into trouble or still need our help.
Best regards,
Alex
10-19-2023 07:36 AM
Thank you for checking. They are both still randomly working and not working and different degrees of not working. I have just given one to my son for 3 days because his 3 are fine to see if it still does it there. On Sunday we will submit the form when we get them back
10-19-2023 10:43 AM
Hello there,
Gotcha. I’ll wait for your update then.
Warmly,
Alex
10-20-2023 12:33 PM
I Have been battling this issue for weeks. And customer support basically repeat that they cannot do anything... at one point a unit replacement was on the table... but this is NOT a hardware issue.
I have been working on this issues for more hours than a full time QA at this point, and its Unnacceptable, the fact that we cannot force a reinstall of all firmware or regress to older versions is violating any and all kinds of Basic Software Service. Recovery mode is basically doing nothing, and no power cycles have worked, i have since the issue started read 100s of threads, and there are absolutely nothing left to try that i havent already tried. I have a question for you Wendylish, does your router appear on this list:
10-21-2023 01:57 PM
I would like to follow up, firstly I forgot to mention that I also tried to move the Nest Hub unit which is mine, and I'm the process moved it to a different power outlet just to be sure. Which obv. Didn't have any effect, but I forgot to mention that.
Today I somehow got my own Nest Hub to work again, but I am not sure for how long, my parents went by today for a 2 minute visit, and they were witnesses to seeing the infinite dots end, but I knew it wasn't good, as the panels were missing and sure enough they were also witness to the screen going black, this happened on their Nest Hub.
After a few hours of sparring with Chat GPT-3.5 I went to watch some Formula 1 Sprint qualifying on the TV, and I somehow needed to reboot my own Nest Hub, and it rebooted properly with all panels and it's to my knowledge still working. Now curiously it's not using the IP address I Reserved for it in the static lease pool, and this confuses me. Yet it still works fine. I went to the kitchen to try the same on my parents unit, as their conditions since last factory reset and configuration were identical, but curiously my parents Nest Hub didn't boot and is stuck in the infinite dots loop. The only difference I can possibly think of is the radio cast event that I had earlier in the day, which briefly had a screen shown on it, but then went black and I thought nothing of it this seemed symptomatic for the condition. Yet later when I then rebooted it it worked. I did. Mess with the network bands, and I think it is important to note that Ch 1, 6 and 11 for instance are not interfering with each other so of your neighbour is using Chanel 1 or 6 do not use 2-5 , you can use 1 or 6 as long as your neighbour isn't using that channel. Also Ch 14 works like this, amd for 5GHz 36 40 44 and 48 are complimentary channels like 2.4GHz's 1,6,11,14. In case you are messing with the channels wherever you live. I am slowly considering the most likely cause to be a bug in the firmware that causes certain third party apps and plugins to call the Garbage collector on the ght3 panels removing the pointers. Which requires the apps to reinstall somehow. It could also be a memory leak, but I think it's very clearly linked to the missing GHT3 panels in some way, and it doesn't look like it's a network issue. My Archer C7 is hardware version 4.0 so it's not related to the other issue, but I have noticed that Google assistant is appearing slowed as if either the network connection is lost, packets are not received or there is a stack overflow or memory leak. Causing the nest Hub's apps and I built software to Crash, this seems in assistant resonse with the line: "an error has occurred"/"something went wrong" appears to be linked to the crashes, if it is a dropped packet then it might be causing a memory leak, as I see no indication of an update running in terms of the LED. And finally I think there is a very real possibility that this happens when either media is played from a third-party, or a rutine fails to execute the media functions as intended. It could for example be the recent firmware update being extremely vulnerable to TuneIn specifically or, the requirements of rutines to operate within a specific time frame for media through the in-built apps. I am going to try to test it simply by having the media stop within short amount of time. I should mention the Nest Hub belonong to my parents went black while my parents saw me ask for the command "hey Google, play an episode of good mythical morning on YouTube" I asked it in Danish, but I doubt it would be different with English for example. So clearly when the panels are missing or just one of them are missing and the media control is executed with Voce commands and rutine commands this breaks the software instance. So I have no clue, but this is very likely an issue related to the use of inbuilt media and Casting. When I cancelled the radio on my own earlier I did so by changing the device to the one on the kitchen belonging to my parents. And so it might have cleared the volatile memory with pointers and critical steaming data. So I think there is merit to say it's a fatal bug in the os or firmware that deals with the eventuality of panels missing and instructions to navigate using the screen by voice commands. But that is as far as my theory goes.
10-24-2023 06:47 AM
Hey there,
Wendylish, we got your form—thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there so the team can further assist you. If you have other questions or concerns aside from this, let me know.
Mrexillion, that certainly hasn’t been easy for you. Since a support specialist is already working on your case, it’s best to keep going with the case so they can provide a resolution.
Regards,
Alex