Screen randomly turns on around 2 am

[DZ2112]

I have owned a nest hub and now a nest hub max. never any issues with the hub other then some random reboots. but the hub max randomly turns on some time around 2am. I have all the same settings as my hub. I get up at about 3:50 am, so this screen turning on is messing with my sleep. is there a fix? I've looked online and this seems to be a known issue?

[Muddi]

Hey DZ2112,

Sorry to hear about your Google Nest Hub Max, but thanks for bringing this up. I’d love to dig deeper into this.

• When do you first notice the issue?
• Does it turn on when you move out of bed?
• Is the build-in camera turned on?
• What is the firmware version of your device?

Also, could you share some of the troubleshooting steps you've tried?

Looking forward to your response.

Cheers,

Muddi

[Princesss]

Hey DZ2112,

Chiming in to check if you still need help with this?

Please feel free to respond to this thread if you have questions and we'd be happy to help.

Best,

Princess

[DZ2112]

Thanks for the reply. I think it had something to do with the camera sensing. Maybe being to sensitive. But I turned it off and haven’t had any issues. 

[Princesss]

Hi DZ2112,

Thanks for the update. I'm glad that everything is working good now. 

Since this is already resolved, I'll be closing this thread now from any discussion to keep our community tidy. Feel free to start a new thread if you need assistance with your Google Nest display and we'd be glad to help.

Best,

Princess

[Bikedeals]

I have the same issue, mine is a Google hub (no camera). The screen turns on at around 3 am. I have checked the settings multiple times. Last night I turned off the screen before going to bed by saying “screen off” and the screen went off and stayed off at least until I fell asleep. Then, at 3:00am it turned on by itself and stayed on until I got out of bed at 5:30am.

This issue has been going on for the last week, my next step is to unplug it at night.

[Bikedeals]

• When do you first notice the issue? It started happening about 3 weeks ago
• Does it turn on when you move out of bed? No, I open my eyes and I see the screen is on, I have not moved out of bed and it is already on.
• Is the build-in camera turned on? This is a Google Hub mini, there is no camera, it is not a Google Hub Max.
• What is the firmware version of your device? System firmware version is 6.20211109.1.3166240.
• Cast firmware version 1.60.305621

i’ve tried everything:

These are my current settings:

“Low light activation”: Dark (I ‘ve tried Dim as well, same problem)

”During low light”: Turn off screen

”Minimum Brightness”: Bright, I have tried Dark, Dim, Bright and Brighter, same problem 

“Theme”: Dark

“Auto brightness offset”: Brighter, tried Dimmer but same problem

“Color matching”: Never

• i am ready to put it on the trash bin.

[Muddi]

Hey Bikedeals,

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

Cheers,

Muddi

[Bikedeals]

I’ve explained the issue, tried all the procedures you asked me to try, nothing has worked. What else do you need to understand that the device is not working correctly and that it is waking me up every single morning at 3;00am?

[Muddi]

Hey Bikedeals,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

@DZ2112 : How was your device?
 

Cheers,

Muddi

[DZ2112]

mine started doing it again also. I just put a towel over the screen before I go to sleep. 

[Muddi]

Hey Bikedeals,

Sorry to hear about your experience with your Google Nest Hub. To confirm, is it the 1st or 2nd generation Nest Hub? Also, how far are you from the device? Please try turning off the ultrasound sending feature of your device, and check if you will have the same issue.

1. Open the Google Home app.
2. Select the device card of the speaker or display.
3. At the top right, tap Settings > Recognition and sharing > Ultrasound sensing.
4. Swipe the slider to the right to turn on Ultrasound sensing or to the left to turn off.

@DZ2112: Do you still have the same issue?

Cheers,

Muddi

[Bikedeals]

Last night, before going to bed I followed your instructions and turned off ultrasound sensing.

Then, I went to bed. 
At 3:00am the screen turned on by itself again. I have tried every single setting an nothing works.  One of your updates messed up my Google hub, now I cannot sleep at night.

[Muddi]

Hey Bikedeals,

I appreciate the update. To confirm, is it a 1st or 2nd generation Nest Hub? Please please proceed with resetting your Google Nest Hub by pressing and holding both volume buttons together, at the back of the Nest Hub, for about 10 seconds. You'll hear your Google Assistant confirm that it's resetting the Nest Hub. 

Keep us posted.

Cheers,

Muddi

[Bikedeals]

It is a first generation Google Hub 7”.

I’ve already tried resetting it, did the full reset, then add it again in Google home app, it did not fix the problem. Every morning at 3:00am it turns on again.

[Bikedeals]

What does not work is the “turn off screen”  option under the “During Low Light” settings.

Every night, before going to bed I check and make sure that the “turn off screen” (during low light) is selected to on.

Then, I turn off all of my lights and tv and the screen turns off as it should. The problems is that later in the night, around 3 am the setting gets overridden by your software, most likely a bug on one of your updates. You need to fix the software instead of having the user waste time and energy following your instructions which simply do not work.

[Muddi]

Hey DZ2112,

Could you check the firmware version of your device. Please make sure to get the firmware and operating system version.

@Bikedeals: We appreciate your time updating this thread. I believe one of our teams are working on your concern, and it is best that we continue through that channel. 

Cheers,

Muddi

[Jake]

Hey all,

I wanted to check in and see if you managed to see Muddi's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Bikedeals]

Nobody has been able to help.

Terrible customer support.

[Jake]

Hey Bikedeals,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[Bikedeals]

I’ve already filled out that same form twice, It’s been 3 weeks now and I keep having the same issue. Now you ask me to fill out the same form AGAIN?  I am not going to keep wasting my time,.

[Muddi]

Hey Bikedeals,

Sorry for the delays. I followed up with the team, and I'll get back to you as soon as I have new information to share.

Cheers,

Muddi

[Muddi]

Hey Bikedeals,

Just a quick update. Upon checking the case is being handled by our team now. Please check your inbox from time to time as someone will be reaching out to you again for an update. Should you have other concerns, feel free to create a new thread and we're happy to lend a hand.

Cheers,

Muddi

[DZ2112]

It seems the unit resets its self quite often in the early morning. I have the newest nest hub max 

[DZ2112]

I can also say at around 4-4:30 the unit resets its self randomly. I don’t know if this is the unit updating software? Does it a few times a week.