Nest hub max, nest hub 2nd Gen +Chromecast

[SirrRoyston]

Hi all,

Having trouble with the nest hubs and chromecasts displaying photo album. Was all working fine until a few days ago.

Tried resetting hubs, re-sharing album, setting photo frame in the hub settings and on home app but each i time i go back to setting it as reset itself to curated art.

I take it there was a recent update done that has not got a photoframe bug?

How do i esclate this to google?

Thanks

Roy

[davidhubuser]

Same issue.  Have also reset the hub, but no joy. 

It's refusing to show the album that I've been successfully using for years.

Have tried deleting the album and recreating no help.  Although it shows fine on the web version of photos, trying to select it within photo frame won't even display a preview although it acknowledges that there are 44 pictures.  These are all portrait, and the option to show portrait is selected.  If I add a horizontal image it shows up as the only preview available, however I have also created  brand new album of different photos and it will only show 11 of the 15 I've added, though 2 are portrait they show up fine, but 4 horizontal ones won't.   All the images in both albums have been set as favourites also.  This is very frustrating.  Please can someone from Google respond?   As this only started happening recently it seems likely it's been caused by an update.

[TruthFM]

Same here. It seems if the photo is taken by a smartphone, it works fine. But if it's an image or specifically created picture or word art, it won't show. Probably a copyright thing. 

[davidhubuser]

Think you may be on to something.  The album I've been using for years which has stopped working is mainly composed of images from my DSLR or ones I've altered in photoshop or other apps, but there are a couple from my old iphone too.
Oddly though the 4 from my newly created album that won't appear are from my samsung phone, as are all the others that will load (all taken on the same day), so very odd.

[SirrRoyston]

UPDATE

Seems to work with main photo album but i want to use my shared albumas before. As this has all my photos in it (2nd account)

I dont want to clogg up my main account. CAN YOU SORT THIS PLEASE GOOGLE!!

[ByronP]

Hi Folks,

Thank you for posting in the community. I understand you're having trouble showing the photo album on your Nest Hub and Chromecast. I know how frustrating this can be. I appreciate all your troubleshooting efforts you've already taken. I'm here to help.

To resolve this situation, please do the following recommendations:

Step 1: Verify if Google Photos is enabled.

1. Open the Google Home app.
2. Select the device from Home View.
3. Select the Nest display or Chromecast.
4. At the top right, tap Settings and then Photo frame.
5. Choose the preferred photo source, making sure Google Photos is selected: 

• Google Photos.
• Art gallery.
• Full screen clock.

Step 2 : Verify Google Photos app settings.

Important: Ensure the correct account is linked and the desired albums are selected within the Google Photos app:

1. Make sure your mobile device is connected to the same Wi-Fi or linked to the same Google Account as your Nest display or Chromecast.
2. Open the Google Photos app.
3. At the top right, tap the account's icon (your profile picture).
4. Verify that the account shown is the one linked to the Nest display or Chromecast.
5. Tap Photos settings, then Apps & devices and then Photo Frames.
6. Tap the Nest display or Chromecast where the album should appear.
7. Verify that the selected albums match those you wish to display.

Please let me know how it goes.

Regards,

Byron

[SirrRoyston]

Hi Byron

Yes I can see the "albums" on my phone HOME App and the hubs & Chromecast menus. However it still refers back to the "curated" art. I have deleted, renewed, renamed the albums. It works for the 1st photo sometimes then reverts back to the curated art. 

I have been doing this for a few years now so I know how it works.

EDIT

The only difference is I upgraded my phone from pixel 9 pro to 10 pro fold a few days ago. But don't think that would have anything to do with it?

[davidhubuser]

Hi Byron, as SirrRoyston says.  This is not a question of user error.  I'm a retired IT engineer, and have been using this programme for some time.  I'm well aware how to troubleshoot issues and have done all that you suggest.   The issue is that the hubs are no longer displaying photos that they happily displayed until just recently.   This needs referring up to the technical team to look at.

[ByronP]

Hi Folks,

Thank you for your reply and the detailed information you provided. Let’s explore additional options.

Please reboot both your Nest Hub and your router using the following steps:

1. Unplug the Nest Hub power cord.
2. Unplug your Wi-Fi router power cord.
3. Wait for a full minute to ensure the devices completely power down.
4. Plug your Wi-Fi router back in first, and wait until it is fully connected to the internet (all lights are stable).
5. Plug the Nest Hub back in.

After taking those steps, please provide the operating system version of your Nest Hub and Chromecast. Here are the steps to find:

1. On the Nest Hub, swipe up from the bottom edge of the screen.
2. Tap Settings, and then Device information.
3. Select Technical information, and then Firmware version.

Please let me know how it goes.

Regards, 

Byron

[davidhubuser]

Hi Byron. As per previous statements numerous reboots have not helped, nor has a complete reset resolved.    I suspect some update has restricted images according to some unspecified exif data.   The firmware version is 3. 77.494871.  It is set to auto update so should be the latest version

[davidhubuser]

That was the Chromecast firmware version the software version is 67.86.11.770747979   

Thanks for your help in this Byron.   Things like this can be injurious to people's mental health.  Many of us have memories of people we have lost, and being unable to access those memories on our displays can be very upsetting.

[SirrRoyston]

Hi Byron,

as @davidhubuser says, this is 100% not user error.

Hub 

System Firmware - 27.20250422.103.3600500

Cast Firmware - 3.77.4948.71

Hub Max- 

System Firmware - 27.20250422.103.3600500

Cast Firmware - 3.77.4948.71

Chromecast (gen3) - 

System Firmware - not shown

Cast Firmware - 3.72.446070

Chromcast (gen3) HD - 

System Firmware - UTTC.241218.008.H1

Cast Firmware - 3.72.446070

Thanks

Roy

[ByronP]

Hi Folks,

Thank you for your reply. I completely understand how important this feature is for your daily lives and I appreciate all the detailed information and the efforts  you've put into this situation. Let's work together to find a solution.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Regards,

Byron

[SirrRoyston]

Hi Byron

Done.

Roy

[ByronP]

Hi SirrRoyston,

Thank you for your prompt reply. I received your form, and our dedicated team will be reaching out to you there with further instructions.

Please keep a close eye on your email for any updates.

Regards,

Byron

[davidhubuser]

HI Byron, done.  Thanks

[ByronP]

Hi davidhubuser,

Thank you for your reply. I received your form, and our dedicated team will reach out to you for further assistance.

Please keep an eye on your email for any further instructions.

Regards,

Byron

[davidhubuser]

Hi Byron, bit of a waste of time so far.  All they did was reply suggesting exactly what you'd already suggested above, saying they would be closing the case unless they heard back to reopen it.  I've replied saying to reopen it, and that it is a problem affecting many people (see other online threads), and that we haven't all suddenly forgotten how to use the software and hardware we've been using for years.

[SirrRoyston]

ll Working again.

Shared folders are finally coming through.

[davidhubuser]

Yeah, same here.