nest hub 2 gen - mmh si è verificato un problema riprova più tardi (there is a problem retry later)

[Carmelo15]

Good morning,

I am writing from Italy. I have bought from a coulpe of weeks the device and in the last week every time I ask something to the device the reply is mmh si è verificato un problema, riprova più tardi. If I go in the page my morning and try to open weather reply with the same answer. After a few seconds start to work properly. After it starts to work the message not appear if I send command in a short time or frequently. Seems that the issue is present if not receive a command for at least 5/10 min.

Cast Firmware version 1.56.324896

System firmware: 324896

What I have to do to fix the issue?

Regards,

Carmelo

[Juni]

Hi Carmelo15,

Thanks for posting here in the Google Nest Community.
 

This is not the experience that we wanted you to have, let me help you out. A few things: what is the distance between your Nest Hub 2nd gen from your Wi-Fi router? What steps have you taken to fix the issue? 

You can move your Nest Hub near your router and observe if this will make any difference? 

Keep me posted.

Thanks,

Juni

[Carmelo15]

Dear Juni,

Thank you for your reply. Actually the distance from the router Is about 4 meters without wall in the middle. The bandwidth Is 2.4 GHz (5 GHz is disabled). I have performed the nest factory reset 2 days ago and until now the issue has never appeared. I am monitoring the behaviour.

[Juni]

Hi Carmelo15,

Thanks for the details you provided. Glad that the issue is not happening anymore. I’ll keep this thread open for 3 more days and wait for your update.

Regards,

Juni

[Carmelo15]

Dear June

Unfortunately the issue appeared again this evening. I am very disappointed. I really don't know what to do. No network change has been made. Could you help me? I have seen I am not the first to experience with this.

Regards,

Carmelo

[Muddi]

Hey Carmelo15,

Chiming in, let's go ahead and do a sequential reboot by disconnecting your Nest Hub (2nd gen) and router from the power source and leave them unplugged for 1 minute. Once done, plug them back one at a time with intervals.

If it's still the same, try setting up your device using a mobile hotspot. This will help us isolate network issues. Please note that you will need two mobile devices for this setup (one will serve as a router and the other to be used to set up your Nest Hub).

Let me know how it goes.

Cheers,

Muddi

[Carmelo15]

Dear Muddi,

thank you for your support. Actually I have performed the first test (switch off router/nest). Yesterday the issue has not appeared, I am monitoring the behavior. The last time, the third day after the factory reset, the issue appeared again.

Thank you, and I'll give you feedback in the next few days.

Regards,

Carmelo

[Muddi]

Hey Carmelo15,

Sure! I'll keep the thread open for the next three days so we can monitor your device. Feel free to update the thread if there's any changes on your device behavior.

Cheers,

Muddi

[Carmelo15]

Dear Muddi,

The issue appeared again today. I try to investigate using the hotspot of my phone but I haven't an hotspot every time available and considering the issue appears after few days I think it is not possible to have a good results from this test. 

Regards,

Carmelo

[Muddi]

Hey Carmelo15,

Thanks for the update. Let's go ahead and change the channel settings on your router to 1,6, or 11. This will help us improve the signal of your network. You will need to call your router/network provider for help so they can guide you properly on how to set it up.

Keep us posted.

Cheers,

Muddi

[Carmelo15]

Dear Muddi,

the wifi channel was 6. I move to 11 and also 13 scanning the network and checking the "quite" channel and the ch 6 was the best in term of performance. I have already 2 alexa echo dot in my home and no issue connection I have experienced. Very strange behaviour is that Nest works fine after factory reset for a couple of days and then  the problem appears. Honestly I doubt the issue is due to quality of connection. Any other suggestions are wellcome.

Regards,

Carmelo

[Muddi]

Hey Carmelo15,

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

[Carmelo15]

Dear Muddi,

thank for your support, I reset again the nest and enabled in the router the bandwidth of 5Ghz. Only the Nest is connected to this network. I am monitoring if there is an improvement or not. Maybe tomorrow or the day after tomorrow I can give you a reply, because usually 2 or 3 days are necessary after the factory reset to see the issue.

Regards,

Carmelo

[Princesss]

Hi Carmelo15,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Carmelo15]

Dear All,

this morning as expected the issue is appeared again 😭. Please give me support, I would like to use this device, but honestly I don't know what to do. I am available to send any kind of report to understand better how to fix it.

Looking forward your reply I thank you for the attention.

Regards,

Carmelo

[Princesss]

Hi Carmelo15,

I'm sorry to hear that. I'll notify our team and will reach out to via email. I'll make sure to keep the thread open until you are assisted.

Best,

Princess

[Carmelo15]

Dear Princess,

thank you for your support. The issue is still present and the behaviour is the same. It seems to be in stanby and after 3 commands start to work again. In this way the device is unusable, because every time I have to do something I have to wait in order to wake up the device. I am available to send report or to do any kind of test under your suggestion. I will wait a couple of week and then I move for a refund, because it is what I don't expect by Google Nest. Consider that the device from the first boot (after 2 days) has started to have this behaviour, so It never has worked properly. Thank you again for your support and I hope in a quick solution by google. 

Regards,

Carmelo

[Luca84]

I had the same problem.

If the item is below the tv and the last one is turned on it maybe gives you this kind of problem. You should to turn off the tv speaker or maybe something else. 
So you can’t use Google assistant with another item turned on 😄🤦🏻‍♂️

[Carmelo15]

Thank you Luca84 for your experience. In my case the issue appeared with or without other devices turned on/off. 

Regards,

Carmelo

[LovelyM]

Hello everyone, 

@luporaro78 and @Spenxer81, how is it going? I'm checking in since we haven't received your form yet. If you still need additional help, fill out the form that Dan provided before so our support team can reach out to both of you.

Best, 
Lovely

[LovelyM]

Hey everyone,

I just want to give a nudge to those that haven't submitted their form yet; please go ahead and fill it out so our specialist team can work with you on resolving this issue.

Cheers,
Lovely

[Princesss]

Hi everyone,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Nest devices and we'd be glad to assist you further.
 

Best,

Princess

[Pezzey]

Hi there

My 2nd generation Nest has the same problem as Carmelo15.

I bought It 1 month ago and it never works as expected.

I tried all your "how to fix" but It still don't work. The "assistant" does a few times what i ask. It Is not an assistant....

So if i like to turn on lights or start a routine, the only way is to ask It to Alexa or to my smartphone's Google assistant...

I am very disappointed.

At this point I'm sure it's not a network problem but a device problem.

Is there another way besides the refound?

[Spenxer81]

Same issues, It seems to be in stanby and after 3 command start to work again.

I use two nest mini and both have the problem, I use this from about one year without problems and nothings are changed (router, devices are the same and in the same position)the problems started few days ago 

I suppose a firmware update generate this error, and I have seen on many forum this exact problem

I hope Google fix this as soon 

[Juni]

Hi folks,

@Carmelo15, It looks like our higher-tier support is already assisting you. Please continue the conversation there.

@Pezzey, Thanks for posting. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information and let me know once you're done.

@Spenxer81, Thanks for reaching out. You can try the steps provided in this thread and let us know the result by updating this thread.

Regards,

Juni

[Juni]

Hi there,

@Pezzey, We haven’t received your form. Kindly fill it out so we can continue with the next step. 

@Spenxer81, It's me again. I want to make sure you're good — how did the steps go?

Thanks,

Juni

[luporaro78]

Hi

I read the thread and I have dlthe same problem...no one knows what is MMH issue? Please let me to know as well if there are some update with other guys, and in case send me the form to fill up in other to keep me in touch...

Thank you...

[Pezzey]

Hi Juni
Done.

[Dan_A]

Hi folks,

@Pezzey, just a quick 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.
 

@luporaro78, @Spenxer81, have you tried the steps above? If the issue persists, we'd like to take a deeper look into this — could you fill out this form and let us know once you're done?
 

Thanks,

Dan