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No menu, curated art and clock only

MarsHotel
Community Member

The only functions available on the screen are the curated art and the clock.  No menus are available.  After a power cycle the menus are available again.

This has happened three times in the last few days.  I think it's triggered when my hub fails to play radio from TuneIn.  Another open issue being reported in this forum.

1 ACCEPTED SOLUTION

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

Apologies for this. Our team is already aware of this and is working on a stable fix. Rest assured that I'll update this thread as soon as we have some news to share.

 

Best,

Princess

View solution in original post

52 REPLIES 52

gmart
Community Member

same issue on the 2 i have mounted in walls. can not do any home automation on them

HarleyDave77
Community Member

I have exactly the same issue. Curated Art and clock only, have to reboot the device multiple times daily.

Azarco
Community Specialist
Community Specialist

Hey folks,

 

Thanks for reaching out — let's check this out.

 

What country are you located in? Was it working before? If so, when did it start happening? Check this guide for more information.

 

Best,

Alex

gmart
Community Member

USA and yes it worked before just fine, but lately the only menu to appear is the curated art one. no other touch menus besides the ones at the bottom. but voice commands do work, at least the one like "show me driveway" or "show me front door". the clock is on but no temp on main screen. but you can ask for "the weather" and it tells you. i have 2 of these and both do the same. but the menu reappears and touch options work for a while. i don't reboot them, i just wait it out

 

Azarco
Community Specialist
Community Specialist

Hey gmart,

 

Got it. Could you send us a picture of a short video clip so that we can take a better look? Also, please provide us the cast firmware version of your Nest Hub.

 

Thanks,

Alex

gmart
Community Member

cast firmware is 1.60.305621 same on both hubs. but all the functions are back including the second bottom menu with youtube and the others

Azarco
Community Specialist
Community Specialist

Hey gmart,

 

Thanks for the details. To better understand what's happening on your device, could you share some photo of what's on your Nest Hub screen?

 

Cheers,

Alex

MarsHotel
Community Member

My hub is in the USA.

This worked before and the menus work again after reset.

My hub as failed to play radio stations for months, none can be found.  Recently it started showing a Harry Styles video.  The menu problem came at the same time.

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-nest-mini/td-p/170202#.YtYWioqpL...

Azarco
Community Specialist
Community Specialist

Hey folks,

 

gmart We received an error when opening the link that you've sent. Is there a way you can send us a screenshot or picture and attach it directly to your reply. 

 

MarsHotel Our team is still working on a fix about Radio not playing. Can you also send us a photo of what's showing on your Nest Hub display?

 

Best,

Alex

maHowling-work
Community Member

I also have the same issue and have for the last few weeks.  

Details:

  • UK Gen 1 Home Hub;
  • FUCHSIA VERSION: 6.20211109.1.3166240;
  • SOFTWARE VERSION: 45.1.15.450549110;
  • CAST FIRMWARE VERSION: 1.60.305621;

Here is a link to an image of the device : https://www.dropbox.com/s/vw23pckwf5hrr8t/IMG_20220722_112404.jpg?dl=0

 

Hi maHowling-work,

 

I appreciate all the details you've shared.

 

We'd be happy to take a look into this for you. Please fill up this form with all the needed information then let me know once done.

 

Best,

Princess

camnewton
Community Member

We have the same issue in Australia - ca't get out of curated art. Cast firmware 1.60.305621

 

camnewton
Community Member

IMG_0414.jpg

Srlawl
Community Member

Yep, I have the same issue here in the UK the last few week, come down to my device, swipe the art to access the menus etc. But I just have "Curated Art" and can't access anything else like Home Control. Pulling the power and putting back in fixes it for a day or so.

 

Software: 45.1.15.450549110

Cast : 1.60.305621

 

Azarco
Community Specialist
Community Specialist

Hey folks,

 

Thanks for the information that you've provided. 

 

Have you tried resetting your device? If so, could you fill out this form so that we can dig deeper on what's happening with your Google Nest Hub.

 

Best,

Alex

MarsHotel
Community Member

As I stated in my original post, resetting the device clears the problem, but it will come back in about a day.

Azarco
Community Specialist
Community Specialist

Hey folks,

 

maHowling-work Thanks for the information that you've submitted. We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. 

 

@All Kindly fill out this form so that our team can dig deeper on what's happening with your devices. Please make sure, you include the cast firmware and software version of your Google Nest Hub.

 

Best,

Alex

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
 

Best,

Princess

@Princesss 

There's still no solutions posted. Why would you consider this post as complete?

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

We appreciate all your honest feedback and insights. Our team is already working on a stable fix to this issue. Meanwhile, could you please help us submit a feedback?

 

  1. Make sure your mobile device or tablet is connected to the same Wi-Fi or linked to the same account as your Chromecast, or speaker or display.
  2. Open the Google Home app Google Home app.
  3. Touch and hold your device's tile.
  4. At the top right corner of the screen, tap Settings Recognition & sharing.
  5. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)
  6. After the issue occurred, send feedback from the Nest Hub device via voice command (OK Google, send feedback) then say the keywords "GHT3 Missing pages on Nest Hub".

Let us know once the feedback is submitted.

 

Best,

Princess

I can’t get to recognition and sharing when the device is stuck, my app just says “Problem connecting to the cloud”

Princesss
Community Specialist
Community Specialist

Hi Stevieleedd,

 

Let's go ahead and try to uninstall the Home app, making sure that you will connect it to the same Wi-Fi network where the Google Nest devices are connected.

 

Let me know if these steps work.

 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi Stevieleedd,

 

We just want to check if you have seen our response on the previous post? Let us know if you have additional questions, otherwise we'll be locking the thread.

 

Best,

Princess

Why are you constantly threatening to lock this thread?  I have done everything you have asked, and yet there is still no solution and I have not been contacted by anyone.  What is the current status of the fix for this problem?  Is there anything that can be done about it?  I continue to reset my hub on a regular basis to fix this issue.  

No it is the same and my 2nd gen hub is doing now too

Mejonyoubad
Community Member

Same issue in USA.  Firmware version 6.202111....  

 

Resetting only fixes the problem for a short time.  No, I'm not going to send you pictures and you're just going to have to take my word for it.

 

Is this being worked on?

Srlawl
Community Member

Everyone, I've found a little work around. Whilst there are no menu items on the device, it does still respond to voice, so I can just say "ok Google, show me the driveway" and it'll load up that Nest camera feed.

 

but more inportantly if I just say "ok Google, stop" (or anything that just halts it listening)... When it goes back to being idle, the menu is there!

Didnt work for me 😞

gmart
Community Member

it comes it goes, one of my two hubs is doing it then they swap out or both. it is not happening on my hub max. or is this just some ploy to  get us to buy the 2nd gen one no one wants that spies on you at night( for a fee even). i kind of went with the google stuff only because at the time the doorbell cam was the thinnest so i went full google (never go full google) lol nvm. but since adding indoor cams, outdoor cams, thermostat and sensors, smoke and CO2 sensors, 3 hubs, the lock, and even had the alarm (that got axed shortly after)

I mostly have Echo's elsewhere in the house.  I only have the one Nest Hub and I got that because it's main use is to watch YouTube videos whilst I'm working (sit's under my monitors).

 

Mejonyoubad
Community Member

Quicker short-term fix to just clear cache in your Google home app on your phone. Immediately fixes it on hub.  Still a pretty obnoxious bug. I think I'm going to abandon the Google smart home and convert to Amazon. Googles product support has been brutal to deal with for years and I think I'm done. Good luck!

Stevieleedd
Community Member

This is happening with my first gen home hub too.  Planned obsolescence?

Princesss
Community Specialist
Community Specialist

Hi Stevieleedd,

 

Apologies for the inconvenience. If you are also experiencing the same thing with your Google Nest Hub, you can also try the steps posted above. If none of those steps worked, kindly fill out this form and let us know once you're done.

 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi MarsHotel,

 

We've received your form-- thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

 

Best,

Princess

Nobody has contacted me.  There still is no solution posted.  What is going on?

 

Princesss
Community Specialist
Community Specialist

Hi everyone, 

 

We apologize if this thread was closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a case ID is created. If you have been assisted via email, we can continue our conversation via that channel.

 

For those who are still experiencing the same thing, please fill out this form with all the needed information then let me know once done.

 

Best,

Princess

How many times do I need to fill out the form?  I have also submitted the crash report info.  Still getting no response with a solution from Google.  Just more questions and apologies.  When is Google going to deliver a solution?

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

Apologies for this. Our team is already aware of this and is working on a stable fix. Rest assured that I'll update this thread as soon as we have some news to share.

 

Best,

Princess