YouTube crashing On Nest Hub Gen2

[Teabagged]

Hello.

I keep having an issue while playing YouTube live streams on the Nest 2, the issue is easy to replicate as its happened 3 times in the last hour.

1: I start watching a live stream on my android phone.

2: I cast the video to my Nest Hub (Gen 2).

3: I pause the video.

4: I unpause the video.

5: I try to go back a minute in the video (or any amount of time). The moment i click rewind it crashes the Nest Hub immediately to a black screen. Soon as i disconnect my phone, the Nest Hub reboots.

I can click rewind on my phone or the Nest display and the result is the same. Crashed.

All other functions work fine, only issue I'm having with my Nest Hub is the problem described above.

Thanks!

[Muddi]

Hi Teabagged,

Thanks for sharing details about the issue. I understand the feeling when you're having issues casting to your Google Nest Hub (2nd gen). To confirm, do you experience the same issue when playing a YouTube video on your Nest Hub (2nd gen) via voice command? Do you have the same issue when casting other video services like Netflix? Does it happen to all videos from YouTube?

Let's go ahead and reset your device 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. 

Let me know how it goes.

Cheers,

Muddi

[Teabagged]

Hello

This problem does not occur with other apps or other uses of YouTube. It only happens when i watch a live stream on YouTube. This still occured when i watch other live streams today by following the same steps as described in my first post.

This happens regardless if its a voice command or casting from my phone

Resetting the device made no difference ☹️

Thank you

[Juni]

Hi Teabagged,
 

Thanks for the response and sorry that you are still experiencing the issue. What is the distance between your Nest Hub 2nd gen and your WiFi router? Could you try to move it near the router and observe if this will make a difference?

Keep me posted.

Regards,

Juni

[Teabagged]

Hi Juni.

My router is about 2 metres away from the Nest Hub. Its not a connection issue. Its a specific software issue as this only occurs when I watch live streams on YouTube and attempt to rewind the live stream video a few times.

[Juni]

Hi there,
 

Thanks for the details you provided. We’d be happy to look into this for you. Are you still using the original power cord? Do you have another Nest Hub? If so, Is the issue happening on that one too? If you have another Nest Hub, could you try to switch the power cord then observe if this will make a difference? 

Looking forward to your response. 

Thanks,

Juni

[Teabagged]

Hi Juni

Unfortunately i only have the one Nest Hub so am unable to try another cable.

I just avoid watching live streams on YouTube now especially ones i may want to rewind before the live stream has finished. i still believe this to be a bug within the nest software, its a minor bug that doesn't effect any other use of the nest so it's not not a huge issue to me but it a repeatable bug. Could you try the steps described in my first posts on a Nest Hub 2 as im curious if anyone else is able to try replicate my issue.

Thank you for the continuous replies!

[Juni]

Hi Teabagged,

Thanks for the confirmation. Sorry that you are still experiencing the issue. We tried on our end, so far no issues. Let's rule out the possibility that it has anything to do with the network. Set up your Nest Mini using a mobile hotspot. You need two phones for this. Follow the steps below. 

1. Phone 1 open hotspot.
2. Phone 2 connects to Phone 1 hotspot.
3. Phone 2 download Google Home app.
4. Factory data reset your Google Nest Hub.
5. Setup Nest display using Phone 2 and use hotspot as a source of network.

Regards,

Juni

[Juni]

Hi there,

It's me again. I want to make sure you're all good — how did the steps go?
 

Best,

Juni

[Teabagged]

Hi Juni.

As I expected - the steps didnt make a difference as its nothing to do with my internet connection or wireless to the hub.

I gave up trying to resolve this as you say its internet issues, when its a specific function within a specific app that causes the nest hub to crash. So I just no longer use my hub for live streams because this was the only issue I was having anyway. If your willing to discuss the bug instead of internet troubleshooting i will happy to continue but other than that im not willing to engage about this anymore, its extremely time consuming and frustrating to repeat internet troubleshooting. I install computer equipment for a living so i know it isnt my internet.

Thanks for you attempt to help.

-Tea

[Muddi]

Hey Teabagged,

Chimg in, we understand that this step is a little out of the way, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try!

Cheers,

Muddi

[Teabagged]

Hi Muddi.

I completed the steps Juni asked me to do. This made no difference. Crashes only happen specifically when rewinding a live stream a few times on YouTube. I have tried every suggestion made besides a new power cable so far (as I do not own and will not buy another nest hub) all suggestions so far have not changed the fault I experience

[Muddi]

Hey Teabagged,

Thanks for trying. Could you tell us when and where you purchased your device? Also, what is the current firmware version?

Cheers,

Muddi

[Muddi]

Hello there,

I just wanted to follow up on this. Have you had the chance to check the firmware version of your device? Also, let us know when and where you purchased it.

Keep us posted.

Cheers,

Muddi

[Teabagged]

Hello Muddi

The device was purchased in September 2022 from John Lewis (They are a UK Retailer/Supermarket)

Firmware version: 47.9.4.447810048

[Juni]

Hi there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Regards,

Juni

[Teabagged]

Sorry Juni, Slow responding as I was unable to check the firmware version until now. I'm still here! 🐢

Thanks 😃

[Muddi]

Hey Teabagged,

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]

Hi there,

I just wanted to follow up on this. Have you had the chance to fill out the form?

Cheers,

Muddi

[Muddi]

Hey Teabagged,

I haven’t heard back, so I'll be locking this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,

Muddi

[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

[Juni]

Hello there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Thanks,

Juni

[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.
 

Thanks,

Juni

[Teabagged]

Hello All!

This problem does not occur with other apps or other uses of YouTube. It only happens when i watch a live stream on YouTube. This still occured when i watch other live streams today by following the same steps as described in my first post.

This happens regardless if its a voice command or casting from my phone

Thank you