Next gun 2nd Gen "sorry something went wrong" message

[Abgoel0101]

We use our 2 next hubs as baby monitor screens. Randomly it will give the something went wrong message and will freeze up with only a restart to fix. I can't have this happen at night since it is the baby monitor and need to hear my child if they are crying, kind of the point to buying the devices. My Internet stopped is gig fiber, so no connection issues. Not something that I should have to deal with honestly. My nest hub max doesn't seem to have this problem, but don't need that expense to act as a baby monitor.

[Princesss]

Hi Abgoel0101,

Thanks for bringing this up.

We're sorry to hear about this experience. Let's sort things out by answering these questions:

• When did you notice these changes?
• Have you made any changes on your device's location? How far is it from the router?

Let's go ahead and try first to reboot your devices including your Google Nest Hub as well as your router. Unplug it for a few minutes to refresh its network settings and so we can avoid any congestions on your network.

Let us know how it goes.

Best,

Princess

[Abgoel0101]

So, to answer your questions, this started happening about 3 days before my original post. We have a Netgear Orbi Mesh Network in the house, and both displays are within 10 feet of the router/satellite. One of the nest Hubs still randomly freezes needing a restart, and there really is no exact time that it happens. For that one, I have reset to factory settings and re-added it to the Home and still is freezing. The other one still freezes randomly, but not as often. However, both do restart randomly on their own, which can cause us to lose the camera feed completely. This is a secondary issue as we end up losing our baby monitor feed.

[Princesss]

Hi Abgoel0101,

Thanks for trying the steps. Can you please try to turn off your mesh network and connect your speakers only using the main router. Let's observe if you will still get the same results after that.

Best,

Princess

[Muddi]

Hey Abgoel0101,,

How was your device? Have you had the chance to try connecting your speaker to the main router? Let us know if you still need help, and we're happy to lend a hand.

Cheers,

Muddi

[Abgoel0101]

So, our main router, due to where our connection comes into our house, is too far for a solid connection to be sustained. Both devices seems to freeze randomly still, but overnight is when it resets on its own. This is the biggest issue now since that is when I need it running most. If I didn't have my phone on for backup, I would miss a lot.

[Muddi]

Hey Abgoel0101,

Thanks for the added information. Could you check if iPv6 is enabled on your router? If yes, please have it disabled and see if your device will have the same issue. 

Let us know the result.

Cheers,

Muddi

[Muddi]

Hi Abgoel0101,

Have you had the chance to check the settings on your router?

Cheers,

Muddi

[Azarco]

Hello there,

One quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the Community and we’ll be happy to help.

Best,

Alex

[Abgoel0101]

I have checked all settings and I don't believe ipv6 is enabled. Should it be?

[Azarco]

Hey Abgoel0101,

We appreciate your update. We usually recommend disabling iPv6. Have you tried setting up your device using a different network like mobile hotspot? If so, could you provide us the cast firmware and software version of your Nest Hub?

Thanks,

Alex

[Abgoel0101]

I have not used another device because I'm not planning on having either one run off my phones hotspot. It is still randomly freezing, and is causing real problems for one of ours main functions. 

[Dan_A]

Hi Abgoel0101,

I really appreciate you doing the troubleshooting steps provided to you. Just a bit more and we’ll get this resolved. 

Our devices rely heavily on WiFi and in this case, we need to make sure that your router settings are set to receive Google devices by setting the DNS server to 8.8.8.8 for the primary and 8.8.4.4 as secondary. This will not affect your other devices. This is just so your Google Nest Hubs can clearly see the path to your router. It’s like a lighthouse, guiding the boat to shore. Don’t make changes on your iPv6 for now, let us monitor afterwards, okay?

Keep me posted.

Regards,
Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,

Dan

[Dan_A]

Hi again,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics regarding your Google Nest speakers, feel free to start a new thread.

Best,

Dan

[Abgoel0101]

Sorry, I am working on doing these setting steps currently. I just want to make sure that I don't do anything incorrectly. I will hopefully have an update a little later today or tomorrow. I can verify that IPv6 is turned off. 

[Abgoel0101]

Honestly, because my internet modem is what is giving the DNS data, so don't want to change it too much and affect the information coming into the router. This doesn't seem to solve the restart issue, but that is my thought to it.

[Muddi]

Hey Abgoel0101,

We appreciate all your efforts. To confirm, does it only restart when streaming the camera?

Cheers,

Muddi

[Abgoel0101]

This happens usually overnight, but started happening during the day as well now. It happens whether I'm streaming or not, and is only happening on my nest hubs 2nd generation as far as I know and not my hub max.

[Muddi]

Hi Abgoel0101,

Thanks for the added information. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. This form is only meant for you to use, so let me know once you’re done.

Cheers,

Muddi

[Dan_A]

Hi Abgoel0101,

We haven't received your form. Have you had a chance to fill it out? Just in case here's the link.

Thanks,

Dan

[Dan_A]

Hello again,

Do you still need help with your device? If so, kindly fill out this form.

Best regards,

Dan

[Dan_A]

Hello everyone,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Cheers,

Dan

[Abgoel0101]

Hi, sorry, been very busy, and have been meaning to reply. Still having the restart problem. Will fill out the form you linked.

[Dan_A]

Hey there,

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. Also, please continue the conversation there as this thread will be locked after 24 hours.

Best regards,

Dan

[Juni]

Hi there,

I just wanted to follow up if you were able to try the steps provided. Please let us know, as we would be happy to answer any questions you may have.
 

Best,

Juni