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nest hub update

amisfitlife
Community Member

I received a nest hub for Christmas.  I downloaded the app to my phone and turned on my hub to complete the update.  do the

It reached 100% on the update then went to zero and restarted updating.  After two days of trying to get past the update portion it continues to do the same thing.  Does anyone have any suggestions on what could be causing the problem

21 REPLIES 21

MarkHNZ
Community Member

Have you tried factory reset? 

GarrettDS
Community Specialist
Community Specialist

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?

I look forward to hearing from you.

Best regards,
Garrett DS
 

Yes, still having this issue. Have been waiting for someone to advise what to do to resolve.

Look forward to hearing from you. As you will, many others have the same issue. 

Jake
Community Specialist
Community Specialist

Hey amisfitlife,

 

I wanted to check in and see if you are still in need of any help? Please let me know, as I would be happy to assist.

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey amisfitlife,

 

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

MarkHNZ
Community Member

Yes, still having this issue. Have been waiting for someone to advise what to do to resolve.

Look forward to hearing from you. As you will, many others have the same issue.

 

Jake
Community Specialist
Community Specialist

Hey MarkHNZ,

 

I am sorry to hear you are still running into the issue. Let's jump in and see if we can get the device working properly.

  1. Make sure the speaker or display is within 15 - 20 feet from the router. 
  2. Reboot the device.
  3. Reboot the router.
  4. Allow the two devices to fully reboot and attempt to reconnect. 
  5. If the issue is still there, factory reset the device.

Please let me know if the steps above help, or if the issue is still present, as I would like to ensure your device is out of the update loop. 

 

Best regards,

Jake

MarkHNZ
Community Member

Thanks for responding Jake. Have done both of those things, but still no apps showing for swipe up. 

Running software 45.0.############527, & Firmware 1.56.276689.

What next? 

Jake
Community Specialist
Community Specialist

Hey MarkHNZ,

 

I am truly sorry for the trouble with the device not working as intended. I understand that is not the most ideal situation. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey MarkHNZ,

 

I wanted to check in and ensure you were in contact with our Team. Please let me know if you are having any trouble from here, as I would be happy to review.

 

Best regards,

Jake

MarkHNZ
Community Member

Thanks Jake. I filled out the form, but NO RESPONSE to-date. Issue still the same (as noted by a number of others in this and other threads.

Jake
Community Specialist
Community Specialist

Hey MarkHNZ,

 

I am sorry to hear you have not heard from our Team. I will reach out and ensure you are getting a reply. If you have not heard from our Team in a couple of days, please let me know. I want to ensure you are being helped.

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey MarkHNZ,

 

I wanted to reach out and ensure you had your case number from our Team. This will be the number you will want to reference if asked. You can find the case number below. Please let me know if you have any questions from here.

 

6-4800000032450

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey MarkHNZ,

 

I wanted to reach out and ensure you have received the email from our Team, and you are good to go. Please let me know if you have any trouble seeing the email, or have any questions from here.


Best regards,
Jake

MarkHNZ
Community Member

Thanks Jake. Yes, have just sent them a video showing the issue. Hopefully they will resolve this for all of us. Please add this thread (and thread titled "Can't access apps list on Nest Hub 2nd Gen") to the ticket. [Others in thread - You can advise Google of this issue under #6-4800000032450.]

Jake
Community Specialist
Community Specialist

Hey MarkHNZ,

 

Glad to hear you are in contact with our Team and your case has been created. I am going to leave the thread open for a few more days, in case you have any questions from here. Please let me know, as I would be happy to assist.

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey MarkHNZ,


I am glad to hear you were able to get further support. Sorry, it may not have been the answer you were looking for. Thanks for the helpful details as well! Please let me know if you have any other questions from here, as I will be locking the thread in 24 hours with the issue resolved.

 

Best regard,

Jake

MarkHNZ
Community Member

Thanks Jake. Wouldn't have heard anything from G if not for you. THANKS for your assistance. 

Jake
Community Specialist
Community Specialist

Hey MarkHNZ,


Glad to be of help! I have locked the thread at this time. If you run into any questions from here, please feel free to create a new post. 

 

Best regards,

Jake

MarkHNZ
Community Member

Thanks Jake. Can you link (now closed) thread "Can't access apps list on Nest Hub 2nd Gen" to the call as it notes a number of other folk with same issue.

MarkHNZ
Community Member

Google Home Support have now advised me that "the apps won't really show when you swipe up since that feature is currently not available outside the US. This is a great feature though and I will submit a feedback about this and maybe someday, this will become available to every country."

To which I replied "The Hub is a fantastic piece of hardware, but the interface & apps are very disappointing! 

All Hub users would like this, & more, functionality. As you will see from Community threads, some users have had it, & then the feature disappeared!

It is strange that it has taken nearly 6 months for this (now clear) response, as there are numerous threads noting the issue. I just added my experience to them. Odd also, that Community responders had not been made aware of this situation by Google, so they could have responded MUCH earlier. 

Thanks for your response. Much appreciated. Please let Jake (Community host) know too." And response ". I will definitely have a seat with the management about this and have a discussion. I already relay this to Jake and his team."

So presumably those of you who had the functionality, had it overwritten by a non-US update.

If you want this functionality NOW, suggest you email "googlehome-support" at "google.com" quoting Case ID [6-4800000032450] and that the 'swipe up to show apps' feature be made available world-wide.

Thanks Jake *(& Team) - Google should give you more support !