topic Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul in Speakers and Displays

"Sorry I don't know where to play the video" NestHub Gen 2. Display is set to default.

davillanx — Sun, 18 Dec 2022 19:33:52 GMT

Just bought this device, as the subject line states, I cannot launch any video directly from the Nest Hub. If I press an icon for ANY video service e.g. YT, YTTV, Netflix, etc., I get the "Sorry I don't know where to play the video" response. I've deleted & re-added the device to my home & checked within the assitant appliction that the Nest display is set to default. I can cast to device.

TIA for assistance.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Arc1969 — Wed, 21 Dec 2022 09:49:48 GMT

Exact same issue and it's really frustrating. I'm getting ready to send it back unless I can get this sorted.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Juni — Wed, 21 Dec 2022 19:48:35 GMT

Hi folks,

Thanks for posting and for being a step ahead of us.

I know how it feels when something isn’t working as it should, so let’s get this resolved. It looks like you’ve done a good amount of troubleshooting in this issue. Could you confirm if this is how you did the reset? If not, you can both do this too. Check the step below

Here’s how to do the reset, press and hold the volume up and down button located at the back of your Google Nest Hub together for about 10 seconds. You'll hear your Google Assistant confirm that it's resetting your Google Nest Hub.

Keep me posted.

Regards,

Juni

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

davillanx — Wed, 21 Dec 2022 20:20:10 GMT

Yes, I chatted with google support first. We did a reboot, then a full reset & rejoined my home.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Arc1969 — Wed, 21 Dec 2022 20:26:47 GMT

Reset exactly as described, joined back into my home. Haven't changed any settings at all. Still exactly the same, which of course was always going to be the case. It's not a hardware problem, it's a software problem.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Juni — Thu, 22 Dec 2022 15:28:15 GMT

Hi folks,

@davillanx, could you provide us with the case number so we can further check it.

@Arc1969, thanks for the details you provided. Have you tried setting it up to another home structure and observe if this will make a difference? Check the steps below on how to create a new home.

Open the Google Home app.
Tap Add .
Tap Create new home.
Assign a home nickname, and enter the home address.

Let me know how it goes.

Regards,

Juni

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

davillanx — Thu, 22 Dec 2022 16:32:11 GMT

case number is 5-5750000033180.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Arc1969 — Thu, 22 Dec 2022 17:15:05 GMT

Ok, I created a home called "Test", removed the Hub from the old home and moved in into the new Test home - no difference at all. It still asks "please tell me the exact name of the screen" etc

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

12345667Mom — Sun, 25 Dec 2022 17:10:47 GMT

Same here. Just opened the item this AM.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

12345667Mom — Sun, 25 Dec 2022 17:39:23 GMT

I forgot to mention, I also tried all of these steps above. Same error message. I also tried other apps like Disney Plus.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Muddi — Mon, 26 Dec 2022 01:58:42 GMT

Hey folks,

Chiming in, could you try renaming your Nest Hub (2nd gen) then remove and re-enter your default device for video and speakers. Once done, reboot your Nest Hub by disconnecting it from the power source and leave it unplugged for 1 minute.

Keep us posted.

Cheers,

Muddi

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

12345667Mom — Mon, 26 Dec 2022 15:25:59 GMT

Still does not work 😞

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

fshunting — Mon, 26 Dec 2022 19:28:02 GMT

I’m having the same issue. Brand new Nest Hub gen 2 and it won’t open Netflix. I’ve set this device as default tv and tried unlinking and resetting the device to no avail.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

davillanx — Mon, 26 Dec 2022 20:01:43 GMT

Just tried that, no difference.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Arc1969 — Tue, 27 Dec 2022 00:22:46 GMT

I've already tried this previously, and it made no difference.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Muddi — Tue, 27 Dec 2022 03:13:55 GMT

Hey folks,

Thanks for trying. To confirm, are you able to open or play movies from Netflix via voice command on your Nest Hub (2nd gen)? Also, please provide the firmware version of your Nest Hub (2nd gen).

Cheers,

Muddi

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Quigs — Tue, 27 Dec 2022 13:10:10 GMT

I am also having the same issue on a brand new Nest hub.

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

fshunting — Tue, 27 Dec 2022 19:25:11 GMT

I have tried using voice commands to launch Netflix, it doesn’t work either. I also noticed that other apps I linked such as Disney plus and Hulu do not show up in the app list.

the firmware version on my device is 324896. The Chromecast firmware is 1.56.324896

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

davillanx — Tue, 27 Dec 2022 15:02:03 GMT

System firmware version: 324896

Cast firmware: 1.56.324896

Re: "Sorry I don't know where to play the video" NestHub Gen 2. Display is set to defaul

Muddi — Mon, 02 Jan 2023 03:18:21 GMT

Hey folks,

Thanks for providing all the information, and I apologize for the inconvenience. We are getting similar reported issues like this, and the team is looking into this issue at hand.

Please send feedback on your devices by saying, "Hey Google, send feedback," followed by a brief description of the issue. Visit this link for more steps. Also, it is best if you send a feedback after you experience the issue so make sure to replicate it first.

I'll make sure to update the thread as soon as I have more information to share.

Cheers,

Muddi