Google Nest Picture Frame Issue

[Birty2k]

I have a Google Nest 2nd Gen Home Hub and have it linked to my Google Photos account, I have specific people selected for my photo frame and I liked it so much I purchased one for both my mum and my partners mum. When I have come to link their Google Photos and set theirs up, on both I don’t have the option to select “Family and Friends” on the Photo Frame settings. I have tried disabling and re-enabling Face Grouping in settings but it has made no difference. The only option I can select on both is the “Recent Highlights” option but this isn’t what they want, they only want specific people in the slideshow. It’s driving me crazy why I can see the option in my hubs settings but not in theirs! Is there something I am missing? Hopefully someone can help, I can’t upload a screenshot so the best way to describe is in the photo frame settings on my device, I can select “Select Family & Friends, Recent Highlights, among others”, on both their devices I can only select “Recent Highlights”.

[Juni]

Hi Birty2k,

Thanks for reaching out and letting us know about your Google Photo Frame concern. We'll work together to identify the cause of the problem and find a solution. A few questions: Are you using their account when you set up their devices? If so, is it Android or iOS? Is the Google Home app updated? 

You can reinstall the Google Home app and observe if it makes a difference.

Regards,

Juni

[Birty2k]

Hi Juni,

Yes their account is being used on their device with all updated apps. I’ve tried to reinstall apps, remove devices then re set them up again. After a bit of research I’m not sure if is something to do with specific accounts set up after the UK left the EU in regard to privacy settings. Unless it is something else, I have settings in my Google Photos account that other members of my family including my mum don’t have. I can set up and add people to a live album in Google Photos but they don’t have that capability, only the ability to make an album and add individual photos, or add the “Recent Highlights” album. There is no capability to create a live album with specific people that automatically updates.

[Juni]

Hey there,

Thanks for the details you’ve shared. Could you send us a photo or screenshot showing it so we can take a further look for you? Also, what is the Google Home app version installed on their phone? Lastly, are they using Android or iOS?

I look forward to your response.

Thanks,

Juni

[Birty2k]

3.10.103 is the app version and she is on iOS 17.2.1

I have a couple of screenshots comparing both our settings but I can’t seem to attach them to this post.

[Juni]

Hey there,

Thanks for the details you’ve shared. Below are the steps on how to upload a photo:

1. Tap “Reply”.
2. Click Insert Photos.
3. Choose an image source location.
4. Follow the on-screen instructions

Also, you can tap the "Drag and Drop" option. Maximum attachment is 5 MB.

Regards,

Juni

[Birty2k]

I will attach some pairs of screenshots, with the left part of the image being the settings my mum sees and the right side being my app in comparison.

 

 

 

 

[Princesss]

Hey there,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out our Contact Us Form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hello Birty2k,

I just want to check in-- have you had the chance to fill out the form? Let us know once you're done so we can check it right away.

Best,

Princess