Why does my brand new Nest Hub Gen2 not have ‘Motion Sense’ in settings?

[MattHK]

I’ve just bought and setup a Nest Hub Gen 2 (hooked it up to my Google Wifi router) and have been having fun exploring the settings, which I realised that there are only three options in the settings menu, and ‘Motion sense’ (for sleep tracking etc.) isn’t one of them (as it’s supposed to be). 
any ideas?

(yes, I live in a supported country, Australia). 

[Kndyll]

Sorry, I have no solution but I’m having the same problem. No settings to use the sleep sense exist on my hub, I only bought it this week. No where has any advice as it’s supposed to work in Australia. I’ve reset and reinstalled everything, nothing is working

[Dan_A]

Hi folks,

@MattHK, @Kndyll, that certainly isn't the experience we want you to have with your new Nest Hub 2nd Gen ― let's check it out. For confirmation,  do you still have the box for your Nest Hub 2nd Gen? If so, check if you see the "second generation" at the bottom left. It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router followed by your Nest speakers.
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

Check the settings again after the sequential reboot.

Tell us how it goes.

Best,

Dan

[Kndyll]

Hi Dan,

I did double check the box as i thought maybe the did buy the wrong one 😅 but no, as far as the packaging and everything it's a 2nd Gen and should have Sleep Sense.

I've followed the steps and nothing has changed. I also preformed a factory reset and that hasn't helped.

I've set up sleep sense through the Google Home app just fine, but when trying to continue on with motion sensing and the sleep tracking the on the Hub it doesn't exist.

It has the "check your sleep" and sleep sensing notifications but just tells me this device needs to be calibrated. But I have no way of doing that.

Thanks

[TheMisfit138]

I have exactly the same issue.Thought i have a bad firmware, bought another unit, same issue.Im in Germany.

[Dan_A]

Hello everyone,

Thanks for sharing details about the issue. I know how challenging it is when some of the features on your Google Nest Hub (2nd gen) are not working. Our team is aware of this and looking into this issue at hand. I'll make sure to update the thread as soon as I have more information to share.

Please let us know the firmware version of your device and the Google Home app on your phone. Also, make sure to send feedback on your Nest Hub (2nd gen) by saying, "Hey Google, send feedback," followed by the keywords: GHT3 Sleep Sensing option missing on the display tray settings. These will help the team to further check what's going on with your devices. Visit this link to know more about sending feedback.

Kind regards,

Dan

[TheMisfit138]

I send the feedback similar in German, cause the Nesthub doesnt understand english when its set to german. -.-

[Carlos9]

Having same problem with mine in Mexico 

[rachin]

How do I know if my country (Israel) is supported? I have the same issue that the sleep sensing option doesn't appear in the menu.

[MattHK]

Thanks Dan. No speakers attached and it’s definitely 2nd Gen. brand new last week. I’ve also done everything you’ve suggested above multiples times. Even deleting Google home from my iPhone 11 AND iPad 11 Pro (both with the latest OS) long before feeling the need to resort to posting the issue here. 

I’ve also notice hundreds of posts from around the world reporting the missing ‘motion sense’ issue. While some are from locations that don’t support that feature, most are in countries where this is 100% enabled and ‘should’ work. 🤔

[TheMisfit138]

Google should prepare a hotfix real quick.

[Muddi]

Hey folks,

I'm just checking in to see if anyone is still missing the Motion Sense settings on their Nest Hub (2nd gen)? Please let us know by updating the thread, and we'll be glad to help.

Cheers,
Muddi

[Kndyll]

Yes, nothing has changed. Still no motion sense settings on the device. Or ability to calibrate sleep sense on the device

[TheMisfit138]

Same here. Dont judge… Google is a small start up company 😂.

Imagine Apple would bring a product to the market with an essential function and doesnt fix it for month. Imagine the **bleep**storm.

[MattHK]

Nothing has changed. I still don’t have the option of Motion Sense or Sleep Sensing.  Can you tell me why you think it might have changed? 🤷‍♂️. Has there been a firmware update we’re unaware of?? 

[Muddi]

Hey folks,

A quick update. Our team already identified the root cause of the issue about the missing motion sensing settings on the Nest Hub (2nd gen). If you haven't sent feedback already, please do so because our team is now working towards a stable solution.

Cheers,
Muddi

[teacepto]

Could it be because of my location? I'm in Uruguay.

[HHanwen]

Yes, I bought my nest hub 2 from Japan last two days and it does not have motion sense and sleep sense in setting also 

[rachin]

I'm missing it. I'm located in Israel.

[teacepto]

Could this be a geography issue? I'm in Uruguay and have the exact same issue.

[PierreLaffont]

Like many people... i don't understand... i did a factory reset, manu reboot.. i'm in France

[Johnharper1]

Check settings on your Nest Hub (2nd gen): On the display screen, swipe up from the bottom, then tap Settings . Check that Sleep Sensing is turned on. Check that Motion Sense is turned on.

Greetings,
Jimmy

[PierreLaffont]

as everyone, i don't have this menu. I did everything I can do twice at list... I'll wait for the next soft update... I don't understand...

[Princesss]

Hey folks, 

Thanks for reaching out.

We appreciate your help on this, @Johnharper1.

@PierreLaffont, could you please tell us the cast firmware version of your Google Nest Hub? 

To check which firmware version you're on, follow these steps:

1. Open the Google Home app .
2. Touch and hold your device's tile.
3. Tap Settings Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Looking forward to your response.

Best,

Princess

[Rst93]

as i have  the same issue from denmark on both my Nest 2nd gen devices. My cast firmware is 1.56.324896. 
I would appreciate some help here aswell 🙂

[Rst93]

Looking forward to an answer on this issue! 🙂

[sk_tsai]

same issue in Taiwan

[Aye]

Software version: 47.9.4.447810048

Chromecast firmware version: 1.56.324896

[Kyle051499]

Same issue

System firmware version: 324896

Cast firmware: 1.56.324896

[Rst93]

I have the same problem. Greetings from Denmark 

[Jeffrey2023]

Same issue in Taiwan.

[ptrrr]

Same issue in Sweden

Software version: 47.9.4.447810048

Chromecast firmware version: 1.56.324896

[Azarco]

Hey everyone,

Thanks for sharing your information. We're already aware of this and our team is currently investigating why sleep sensing is missing on your Nest Hub settings. We'll loop back in once we hear any updates from them. 

We appreciate your patience.

Best,

Alex

[Harrison2]

I have the same problem. No option to turn motion sensing on thru settings on nest hub 2. Any luck with solutions?

[Carlos9]

Still waiting 

[PierreLaffont]

same issue is currently followed here : https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Sleep-sense-cant-calibrate/m-p/362783/e...

[shunsuke]

I have the same problem with my new Google Nest Hub 2nd Generation. I am from Japan, and the option for Motion Sense is missing in the Hub's settings.

[PierreLaffont]

Stay tune on this two topics, it seams Google Is currently working on this issu 

[fujiki]

Mee too! I am in Japan. I started to use Nest Hub 2nd gen today, but I couldn't find settings of motion sense on my hub. I can't use some features related to motion sense such as sleep monitor and gesture. 

The software version is 47.9.4.447810048 and the firmware version is 1.56.324896.

[Ctb1]

We have the same issue with our new nest hub gen 2. We have two of them, both don't show the settings.

Hub 1

Version der Systemfirmware: 324896


Cast-Firmware: 1.56.324896


Hub 2

Version der Systemfirmware: 324896


Cast-Firmware: 1.56.324896