topic Google Nest Hub Max can't answer any questions in Speakers and Displays

Google Nest Hub Max can't answer any questions

Mintynfresh — Tue, 30 Jan 2024 19:42:38 GMT

The voice assistant is not able to answer any questions or do anything. For example, asking for the weather or to set a timer does not work. It hears my prompt, thinks for a while, and then says, "hmm... something went wrong" or "there was a glitch"

I have a Nest Hub connected to the same SSID wifi and it works just fine. Both are running the same firmware version: 14.20230831.4.72, cast firmware: 3.71.387262.

In this same room, I have a Google Home Max that has no issues with voice prompts. It is also connected to the same network (firmware: 275994, cast firmware: 1.56.275994).

The Nest Hub Max IS connected to internet as I can see my personal Google Photos slideshow on it and it is showing accurate weather and time and can see my Smart Devices in the controls. However, I cannot get it to do anything other than photo frame.

What I've tried:

- Reset router

- Change wifi connections (different SSID)

- Factory reset Nest Hub Max

- Reset Nest Hub Max

Given I have multiple Google devices and this one is the only one that doesn't work, I suspect the device has an issue.

Re: Google Nest Hub Max can't answer any questions

Alex_S — Sat, 03 Feb 2024 16:55:52 GMT

Hi Mintynfresh,

We appreciate your efforts in taking those steps. We'd like to take a deeper look into this for you. Kindly fill out this form with all the needed information. Let us know once it is done.

Regards,
Alex

Re: Google Nest Hub Max can't answer any questions

Alex_S — Tue, 06 Feb 2024 17:57:20 GMT

Hi there,

We got the form you filled out on the other thread you posted. Our team will reach out to you via email anytime soon. Please continue the conversation there so the team can further assist you. If you have other questions or concerns aside from this, let me know.

Best,
Alex

Re: Google Nest Hub Max can't answer any questions

Mintynfresh — Tue, 06 Feb 2024 18:06:52 GMT

Thank you. What is the normal response time I can expect after filling out the form? Correspondence will be through email?

Re: Google Nest Hub Max can't answer any questions

Alex_S — Wed, 07 Feb 2024 18:16:14 GMT

Hello Mintynfresh,

The team should email you as soon as possible. I’ll send a follow-up and update you here.

Thanks,
Alex

Re: Google Nest Hub Max can't answer any questions

Alex_S — Thu, 08 Feb 2024 17:58:08 GMT

Hello again,

I see that a senior specialist has already sent you an email. Kindly look for the email with the subject line: [8-7371000036089] Your Google Support Inquiry.

Cheers,
Alex