07-31-2023 02:19 PM
I reported this issue months ago and saw the many responses of people having the same issue. Finally there was a recommendation from Google to enable the "Preview Program" for the device in the Google Home app, which I did (firmware version 11.20230306.3.135). This worked, for awhile. The frame is now freezing again and no amount of restarting seems to clear this up.
What changed from what appeared to be a fix to it now not working again? Thank you.
Answered! Go to the Recommended Answer.
08-15-2023 12:00 PM
Hey everyone,
Sorry to hear that your photos are freezing again. I've shared these reports with our team, and we're looking into this. We appreciate your patience and understanding!
Cheers,
Muddi
08-24-2023 12:38 PM
Hi folks,
Sorry for the inconvenience and thanks for your patience. We're already on top of this, hang tight. We'll be sharing updates here in the Community as soon as we have them.
Cheers,
Muddi
08-03-2023 09:25 AM
Well, looks like leaving the Preview Program will not help. Yesterday, they updated Production to the same buggy .135 firmware per the chart at https://support.google.com/googlenest/answer/7365257?hl=en#zippy=%2Ccurrent-production-firmware-vers......
Google Home | 1.56.5.356012 | Bug fixes and improvements |
Google Home Mini | 1.56.5.356012 | Bug fixes and improvements |
Google Home Max | 1.56.275994 | Bug fixes and improvements |
Google Nest Mini | 1.56.5.356012 | Bug fixes and improvements |
Google Nest Audio | 1.56.5.356012 | Bug fixes and improvements |
Google Nest Hub | 11.20230306.3.135 | Bug fixes and improvements |
Google Nest Hub Max | 11.20230306.3.135 | Bug fixes and improvements |
Google Nest Hub (2nd gen) | 11.20230306.3.112016 | Bug fixes and improvements |
Google Home | 1.56.5.356012 | Bug fixes and improvements |
Google Home Mini | 1.56.5.356012 | Bug fixes and improvements |
Google Home Max | 1.56.275994 | Bug fixes and improvements |
Google Nest Mini | 1.56.5.356012 | Bug fixes and improvements |
Google Nest Audio | 1.56.5.356012 | Bug fixes and improvements |
Google Nest Hub | 11.20230306.3.135 | Bug fixes and improvements |
Google Nest Hub Max | 11.20230306.3.135 | Bug fixes and improvements |
Google Nest Hub (2nd gen) | 11.20230306.3.112014 | Bug fixes and improvements |
08-03-2023 10:49 AM
08-03-2023 10:52 AM
The freezing? Yes. that is what this new thread is about as you closed off the old one. .134 was just fine. Then you went to .135 and it is worse than ever. How do we go back one version?
08-03-2023 10:11 AM
Clown Shooz.
08-03-2023 10:13 AM
Haha.
Everyone should submit a bug report.
08-03-2023 10:17 AM
Another thread here:
maybe it helps consolidate everything here.
08-03-2023 10:19 AM
pinging @MplsCustomer
08-03-2023 10:21 AM
Please pickup the white courtesy phone @MplsCustomer
08-03-2023 11:09 AM
I'm not sure what you're seeking from me or how I'm supposed to respond, but our Photo Frame capability on our Nest Hub Max is not freezing.
08-03-2023 11:11 AM
Which firmware is on your Max?
08-03-2023 11:13 AM
.135 All I want is to go back to .134 so it stops freezing up again. Seems that may not be possible. I even did a hard reset and it stayed at .135
08-03-2023 11:37 AM - edited 08-03-2023 11:54 AM
System firmware version: 11.20230306.3.135
Cast firmware: 1.69.362882
(And I'm NOT on the "Preview" version; I waited for a month when it first became available and didn't get on, so I then took myself off.)
Our Nest Hubs (where we do NOT use Photo Frame) are on the same versions, except for our one 2nd Gen Nest Hub, which is on:
System firmware version: 11.20230306.3.112014
Cast firmware: 1.69.362882
08-03-2023 11:12 AM
Yours may not be but a lot of them are. What version of software is it running? If 134 no it is not freezing. I turned on preview because my max was freezing in the .12? version and it eventually went to .134 where it stopped freezing. I forgot to turn off preview and it went to .135 and we are back to freezing again..
08-03-2023 11:55 AM
Hoping you would be able troubleshoot this issue being a Bronzemember😉
08-03-2023 12:03 PM
Sorry. I'm just a Google Nest customer who comments a lot. Some of Google Nest's defects affect all customers who are using a feature (like the current failure of "Visitor announcements" to livestream automatically to a user's Nest Hubs) while others (like this issue) affect a subset of customers. And we as customers seem to be on our own to figure out how to identify that subset.
All I can add on this as a start on identifying/narrowing the subset is that we have "Art Gallery" selected, with a "Slideshow speed" of 10 minutes.
08-03-2023 12:08 PM
Ah, that’s the difference. Freezing is happening when using Google Photos.
08-03-2023 10:30 AM
Got ahold of so called customer service. They person I talked to said he would escalate to someone and to expect a reply in 4 to 24 hours. That was a week ago.
08-04-2023 04:12 AM
Hot fix I got from another thread. Switched my speed from 30 seconds to 1 minute. Left it on 1 minute for like 10 seconds then switched back to 30 seconds. Hasn't froze for like 12 hours.
08-04-2023 04:39 AM
Forget it. Froze again.
08-04-2023 07:44 AM
We are all experiencing the photo frame freezing problem once again. Apparently only on the photo setting, not the art gallery. Could you please look into this once again.
08-06-2023 08:21 PM
Ditto, same exact thing happened on our nest hub max. Worked on 134, broke on 135
08-13-2023 08:00 AM
Nest Hub Photo Frame is configured to display active albums from my Google Photos. The display regularly ignores the configured 10 minute slideshow setting and either gets stuck on a single image for hours on end or cycles through images rapidly after mere seconds.
At times the photo frame works as expected, but most of the time it's in this failure state where it apparently does whatever it feels like. This has persisted since the day I got the device.
Does anyone have an actual solution, or is it only the tired corporate nonsense from Google telling us to reboot the devices and "wait for the engineers to fix it"?
08-18-2023 02:33 PM
Hi there,
Thanks for reaching out. Our team is aware of this behavior and is still looking further into the issue. I'll merge this with the similar trending issue on this thread in the community. I suggest that you follow the main thread for updates because this thread will be locked automatically once it is merged into the main one.
Regards,
Juni
08-26-2023 07:44 PM
I've searched the forum and read almost all similar issues reported BUT I do not see a final resolution to this. Is google fixing this issue up or letting it's users hang dry as I see this issue reported over and over again the past months and even year (I've seen it being reported back in 2022).
Stop asking us to test with Live Album, reboots, and sending feedbacks when the issue itself has been reported countless times with almost to no resolution. We need a confirmed release date and not "engineering is looking into this" or "has been escalated internally"....
08-27-2023 02:39 PM
Hi Specter_one,
We appreciate your patience. Our team is aware of this and working on a fix. As part of our efforts to keep everyone informed, I will duplicate this thread in the main one. Please note that once moved, this original thread will be locked.
Cheers,
Muddi
08-27-2023 02:50 PM
See recent messages in this thread https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Hub-photo-s-freezing-again/m-p/473706/
If you join the Preview Program and get the 12.* version, they seemed to have fixed it finally. (But we said that last time, and then they broke it again...)
08-15-2023 07:17 PM
I already have mine set to 10 minutes. Changing the duration makes no difference. My Nest Hub seems to do whatever it wants, freezing on one image for hours on end or blasting through images in rapid succession after mere seconds. And no, this isn't a network issue. My hub is 10 feet away from my router with no obstructions and full signal strength.
08-24-2023 08:23 PM
This work around restarts the slide show…. until it stops again.
Not really a viable solution.
08-28-2023 05:41 PM
This quick fix works for a VERY short time, then problem reoccurs.
08-04-2023 07:51 AM
Ok. Thanks. Will try it. When will I know that the update rolled out.
08-07-2023 09:43 AM
I commented some time ago that I too had this issue. I was able to get it resolved by switching my device to "Preview" as recommended by others in a previous thread (since close by Princess, Community Specialist). However, after having worked fine for a few weeks, it's not back to being a completely worthless POS.
I have live albums selected and have had the same three for several years. My photo frame freezes whenever someone walks in the room. The only way to get it going again is to swipe to the next photo (interestingly, it will not allow me to swipe to see the previous photo). Unplugging to reset doesn't solve the issue. I've even turned the camera and mic off, and even more interestingly, it still happens with these turned off. Of course this is concerning because, if the camera and mic are off, how does the Hub know someone entered the room?
Of note, once I clear the problem by swiping to the next photo, it will show photos from the albums as is should. It will freeze again when someone else enters the room, or after I have again after being out of it for short bit.
One of its MAIN selling points doesn't work. And Google knows about it. So why is this still an issue? And how many complaints does it take to fix?
08-15-2023 12:00 PM
Hey everyone,
Sorry to hear that your photos are freezing again. I've shared these reports with our team, and we're looking into this. We appreciate your patience and understanding!
Cheers,
Muddi
08-15-2023 05:38 PM
I still see the issue while some time it gets fixed automatically but not always. Do we have an ETA on when this can be fixed?
08-15-2023 08:57 PM - edited 08-16-2023 08:58 AM
Hi @Muddi ,
Thanks for the update and confirmation that the Google team is looking into this issue. I am sure you understand how frustrating this is to all your customers, especially when the issue has been around for 6+ months and what appeared to have been fixed a month back has broken once again. We cannot be going through it like this every now and then.
08-17-2023 03:37 AM
Hi Muddi, yep, mine are now freezing again as well
08-24-2023 08:17 PM
Re Photo Frame freezing…..
Hey Muddi, this reoccurring problem is getting beyond a joke. Are your tech experts still working on a solution or is it now in the “too hard” basket?
The main reason I purchased the Google Nest Hub was for the photo slide show feature. Is a solution imminent (it's been months now).
Do you know anyone who wants to buy a secondhand Nest Hub? I’d love to get rid of mine and find a competitors product that actually works!!!!!
I can’t believe your people haven’t fixed this problem in the last 3 or 4 months!
id love to hear your prompt response.
08-29-2023 08:42 AM
Muddi, using a Gen2 hub, the photo frame freezes randomly. Going into the app you can manually force a new photo. When this happens, the photos on the hub now show one after the other ignoring the amount of time set in the app. It is as though the blockage was temporarily cleared and a string of photos go through.
09-02-2023 05:08 PM
My photo frame is still freezing, any news on a fix for this?
09-11-2023 03:52 PM
Hi Muddi, any answers as yet? Been going on for months now, would have thought technical teams would have been able to resolve this given so many people are reporting it
09-22-2023 08:23 AM
Thanks for the continued updates. My wife finally opened her hub and got it set up with pictures of our kids and we're experiencing this issue. Please let us know when a fix has been pushed out.