google nest hub stuck on loading dots

[chris_sm]

Hi Team, I have a replacement Nest Hub (2nd Gen) doing the same thing as my first one. Which is stuck on the startup spinning dots. I spent nearly 2Hrs on chat support the first time working through this issue. They believe my device was faulty and promptly replaced it. (Kudos for that.) The interesting part is when I first received my replacement it connected fine to m home account and was fully operational. It then received a push update from Google and rebooted fine. This is where it becomes interesting. I received a second push update shorty after like about 5min, I was standing there watching it receive the updates BTW, and boom reboots a second time and now i'm back to the same issue as my first device the good old spinning dots, I have volume control of the device and can reboot it via the home app, just no display or voice commands, I have a number of other Google enabled devices working on the same account. Can anyone share similar experiences around this last update?

[ovidioj]

Hello @chris_sm,

Thanks for posting in the community. 
I appreciate the details about the persistent issue with your Nest Hub. It's frustrating to experience this problem, especially after receiving a replacement device. I really appreciate your patience and effort. 

Please try the troubleshooting steps below: 

1. Make sure the speaker or display is within 15 to 20 feet of the router. 
2. Reboot the speaker or display: Disconnect the power cable from the display and reconnect the power cable back into the display. 
3. Reboot the router.
4. Try powering off and on the router. 
5. Allow the two devices to fully reboot and attempt to reconnect. 
6. If the issue still persists after rebooting the speaker or display and the Wi-Fi router, factory reset the display and attempt to set it up again. You can check out this factory reset link to get the steps on how to do it. 

Please let me know how it goes. Thank you. 

Regards, 
Jorge

[chris_sm]

Hi Jorge, sorry about the delay. I have been busy with work. Please see below.

1. Make sure the speaker or display is within 15 to 20 feet of the router.  It is less then 10 feet away from the router.
2. Reboot the speaker or display: Disconnect the power cable from the display and reconnect the power cable back into the display. Done
3. Reboot the router. Done
4. Try powering off and on the router. Done
5. Allow the two devices to fully reboot and attempt to reconnect. Done
6. If the issue still persists after rebooting the speaker or display and the Wi-Fi router, factory reset the display and attempt to set it up again. You can check out this factory reset link to get the steps on how to do it.  I proceeded to do this and now get the same issues as before, there was a problem setting up your device. I the power cycled it and it's back to saying please link account on the screen.

I am going to be straight to the point here, if you apply very straightforward logic, it's quite simple. Whatever firmware update it last received has caused the device to not function correctly. As these updates a pushed automatically then how can we roll the FW back to test this?
Cheers Chris

[aperezdeleon]

Hello again chris_sm,

Thanks for replying back.

It's true that having two Nest Hubs that aren't able to go past the boot-up screen is strange. Because of this, I suggest filling out this form. By doing so, you can get in direct contact with our team so we can gather more information about what's happening with your device and determine the best course of action.

It would be helpful if you could provide the previous case number from when your original Nest Hub was replaced. That way, we can take that information into account as well.

Let me know once you've filled out the form. I'll keep an eye out for your response so you can receive a response via email from our team as soon as possible.

Regards,

Angel.

[chris_sm]

Hi Angel, thanks for your prompt response. I have filled out the form and the previous case number is 4-9708000036976
Cheers Chris

[chris_sm]

Bump for the Google team

[chris_sm]

OK, so after extensive testing. I can confirm there is an incompatibility issue between the latest firmware for Google nest and TPLink Deco mesh systems. I set up a seperate SSID on my Nokia FastMile device and it connected and worked straight up. It has running flawlessly for nearly two weeks now.