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Unresponsive nest hub

mikeyfabio
Community Member

My nest hub quite regularly becomes unresponsive while displaying photo albums.

The unit is still on and scrolling through picture's but the touch screen in unresponsive and I can't get to any menus. 

I need to remove power to get functionality back. This is happening 2-3 times a week. 

15 REPLIES 15

Azarco
Community Specialist
Community Specialist

Hey mikeyfabio,

 

Thanks for reaching out and we're sorry for the delayed response.

 

A few questions: when did it start happening? Is it still responding through voice commands? Also, can you still control it using the Google Home app?

 

What's the cast firmware and software version of your Google Nest Hub? Could you try resetting it to see if it'll do the trick?

 

Best,

Alex

mikeyfabio
Community Member
It's been happening on and off for a couple of months.
it does still respond through voice commands, but I'm not sure if it's still responding through the app as I haven't checked it.
Both units I have of this type seem to be the same (original nest hubs).
 
The screen just stays on the screen saver/clock/phot album etc. without being able to get to any of the menu/touch options.
 
fuscia version is 6.20211109.1.3166240
the software version is 45.1.15.450549110
cast firmware is 1.60.305621
 
I'll try resetting later, but it can be a few days until I know if the problem still persists.

Azarco
Community Specialist
Community Specialist

Hi mikeyfabio,

 

I appreciate your update and for the additional information. Let me know if the issue persists after resetting your device so that I can check this with our team. 

 

Keep me posted!

 

Thanks,

Alex

Azarco
Community Specialist
Community Specialist

Hello mikeyfabio,

 

How's it going with your Nest Hub? Did resetting your device work?

 

Thanks,

Alex

Azarco
Community Specialist
Community Specialist

Hey mikeyfabio,

 

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

I've been busy so only just had chance today to reset the unit.  I don't know if that has fixed the unit but I go away tonight for a couple of weeks. 

 

You need to leave threads open longer than you do as we can't always react within a couple of days. 

 

It also does something some nights which alters the display settings and the clock stays on which is very annoying as  its in our bedroom.

Azarco
Community Specialist
Community Specialist

Hey mikeyfabio,

 

We apologize if the thread will be 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 included locking threads after a period of inactivity. 

We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, you can start a new thread and provide as many details as possible so that others can lend a hand.

 

We'll keep your thread open for a few more days so that you can update us if there's changes on your device.

 

Kind regards,

Alex

Azarco
Community Specialist
Community Specialist

Hey mikeyfabio,

 

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.


Thanks,

Alex

mikeyfabio
Community Member

As I said in my previous response I am away for 2 weeks so cannot give an update till I'm back. 

Muddi
Community Specialist
Community Specialist

Hey mikeyfabio,

 

We understand. We'll keep this thread open, and wait for your update.

 

Cheers,

Muddi

mikeyfabio
Community Member

I've returned form holiday and done a reset on the nest hub and it's still becoming unresponsive. it does seem to usually do this overnight currently, so whatever system checks or updates that are occurring overnight are causing issues with the screensaver settings and making the unit useless for touch use. 

Muddi
Community Specialist
Community Specialist

Hi mikeyfabio,

 

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

Muddi
Community Specialist
Community Specialist

Hey mikeyfabio,

 

Have you had the chance to fill out the form?

 

Cheers,

Muddi

mikeyfabio
Community Member

Yes I've done it.  Cheers

Muddi
Community Specialist
Community Specialist

Hi mikeyfabio,

 

Thanks for the update. 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.

 

Cheers,

Muddi