Why does my google nest audio not update firmware?

[Ivan24]

Hi all, a quick question. Current firmware on my google nest audio is 299498 (I currently experience the frequent connection loss both thru wifi and bluetooth). I noticed that the latest production firmware is 313652. So why does my device not update (and a forced update seems not possible). Any views or ideas? I hope the update fixes the annoying issue. Thanks all.

[MplsCustomer]

@Ivan24 

As customers, we have no control over when or how Google Nest pushes out firmware updates.  One of our Nest Hubs is on a much older firmware version than the others, and rebooting it does not trigger an update.

[Juni]

Hi folks,

@MplsCustomer, thanks for the help.

@Ivan24, I hope you've got the answer you're looking for. If you're still in need of any assistance, feel free to let us know. 
 

Thanks,

Juni

[Ivan24]

Hi Juni, well, indeed I got the answer that there’s nothing we can do - so bug remains and we as customers are left without support from Google …

[Juni]

Hi there,

Thanks for the response and sorry to hear about the trouble. You can do a full reset and set up your Nest Audio as a new device, then observe if the issue will happen again. 

Keep me posted.

Regards,

Juni

[Ivan24]

Hi Juni, did that already twice, and it does not solve the issue. 

[Dan_A]

Hi Ivan24,

Hats off to you in doing all the steps required of you. There's just one more series of steps we need you to do. Let's see if the update will push through if your Nest Audio is locked onto another phone's hotspot. You may need to do a factory reset again to revert it back to its default and original state, and you need to have 2 mobile phones. One is what you'll use to set up your speaker and the other is where you connect it to. Be advised that both your phones must be connected before you set up your speaker. Let's take this home.

Cheers,

Dan

[openmjm]

I was having the exact same problem. I tried the two phone method. It failed the first time then it occurred to me I had an adblocker running on my phone that I remembered sometimes causes problems so I disabled it. Then I re-tried the two phone method and it worked! The update installed and I was finally able to interact with Nest Audio!

But ...

I ran into another problem. The Nest Audio Speaker has the second phone's hotspot in it's config. How do I now get the Nest Audio speaker back onto my home's wifi without resetting it?

[MrJinx]

if i understand your problem, you have to reset and re-connect. unfortunately, that's the process as best as I understand it. google's cumbersome answer to fixing its problem. go figure. 

[Dan_A]

Hello everyone,

@Ivan24, glad to hear that this has been sorted out and thanks for sharing it in the Community. 

@openmjm, @Gr8H2O, @MrJinx, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. Also, please continue the conversation there as this thread will be locked after 24 hours.

Kind regards,

Dan

[MrJinx]

i've filled out the form for weeks and have not heard from anyone. how long will I have to wait?

[MrJinx]

good morning,

are they really chatGPT or whatever that nonsense is? fakes. 

[Gr8H2O]

Thanks for your help, Dan.  But if you lock the thread, what happens to accountability for a problem that's been out there for months?  

[MrJinx]

Accountability? heck, they're not responsible for their software. Accountability ended when the check cleared and the refund date expired. 

[openmjm]

Yup. The only way to move the speaker from my phone's hotspot to my home Wifi network is to do another factory reset which puts me back to the original problem ¯\_(ツ)_/¯

[MrJinx]

their answer is re-start your phone and reset the speaker. what happens when neither work? rinse and repeat. 

[openmjm]

So getting the Nest Audio Speaker worked great on my phone's network. We still have to factory reset the speaker to get it on a new Wifi network which puts me back to square one. I found in another thread:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/New-Nest-Hub-Max-won-t-connect-to-wifi/...

where someone faked the home Wifi's SSID/passord on their phone's Hotspot, got the device setup, disabled the hotspot then had the device connect to their home network as it had the same SSID/password.

I just tried this and actually got the speaker to connect to my home wifi network finally. I even see in my router's admin console where the speaker is connected. But the Nest Audio voice still says she's not connected to the internet.

@Dan_A  Is it possible my home's internet IP or subnet is somehow blacklisted by google for this service??? 

[aaronnoraa]

Just wanted to join in on this as I'm having the same issue, after speaking to Google UK support there is still no solution - I also unfortunately don't have access to 2 mobile phones to try this fix - any help would be greatly appreciated 

[Dan_A]

Hi folks,

@Ivan24, since you already did the factory reset, try now the steps I provided above which is to connect it to another phones hotspot.

@aaronnoraa, I'm sorry to hear that you also had to go through this firmware concern but I need you to do a full reset and set up your Nest Audio as a new device. Observe afterwards. By the way, is it only happening on your Nest Audio or on other devices as well? If yes, what are those?

I would also need to have your Nest speakers firmware version, click this link.

Keep me posted.

Best,

Dan

[MrJinx]

i used to wifi signals. over here, the isp modem comes with wifi. i had an extra access point that I set up as a separate wifi point. good luck

[aaronnoraa]

Hi Dan, 

Thanks for the quick response, I've been in touch with google last week and did a thorough run through on Saturday over the phone rebooting, setting up as new etc, then waiting for 24hours to check updates to no avail.

This is just happening on my one device (google nest audio) - I have been using it as a stereo pair for a month before I had issues. I purchased this device on 4.10.22 whilst the working one I purchased in Jan 2021. 

I've noted the speaker's firmware details here:

System Firmware version: 299498

Cast Firmware: 1.56.299498

My operational Nest Audio speaker, which I've noticed has the latest update (1st Nov 2022) is as follows:

System Firmware version: 313652

Cast Firmware: 1.56.313652

Cheers, 
Aaron 

[Ivan24]

@Dan: thanks for the reply, but this is very cumbersome and it is my viewpoint that a customer should not go thru all these hassles to get the item he bas purchased working. Google should come with a solution (and it is very painful that since 2 years+ this issue has been known, this still is not solved - this is not respectful to customer, whatever the size of google may be). 

@aaronnoraa: seems that your speaker has been updated to the latest firmware - are you still experiencing the drop-outs? Could you let us known? Thanks.

[aaronnoraa]

Sorry if it wasn't clear from my post, but the speaker I'm having difficulty with is the one that is not the latest Firmware - the one with the latest is behaving great and is my best friend. 

I'm not able to trigger an update for this one speaker, which seems to be causing my problem

[Ivan24]

Thk aaronnoraa - so my guess was right, the new firmware seems to solve the annoying issue ... but one cannot force the firmware on one's on device ... so the annoying issue remains until google decides to push the update to one's device ... whenever that may be ...

[Dan_A]

Hi folks,

Apologies for the late reply.

@aaronnoraa, you mentioned that you have spoken with a tech support, have they given you a case ID that I can check to know where we stand?

@Ivan24, I'll just wait for aaronnoraa reply so that we would know what steps to take next. In the meantime I gotta ask, what phone are you using when setting your Nest Audio back up?

Keep me posted.

Best,

Dan

[aaronnoraa]

Hi @Dan_A no worries, it's now playing music and synced as a stereo pair! I reset my router twice and rebooted/ reset speaker and waited a day with it connected to the wifi - it downloaded a software update twice. It looks it its still the same firmware + software as before and I'm not able to use it with Google TV without significant delay (even with the delay correction in use).

So, its now playing music again after router reset and 2 updates, but Bluetooth sync is still way off.

Here is the case ref number 3-2519000032945

Appreciate the help with this, so thanks for sticking with it!

[Dan_A]

Hi aaronnoraa,

My pleasure! Appreciate the effort and time. Let me check on the case and see what we can get from it. I'll get back to you soon.

Cheers,

Dan

[Ivan24]

Hi Dan_A, I'm using an iPhone 12. Some time ago, where the bluetooth link was once again broken, I could not reconnect with the iPhone but also not with an android device, so the issue is not linked to the firmware 'environment'.

[Dan_A]

Hi folks,

@aaronnoraa, I saw the case that you gave me and it's a great idea to continue your conversation there since you're already in contact with them. There is just certain information that cannot be disclosed in the Community in which you can give to them since you're talking with each other one on one.

@Ivan24, updates are done not all at once but through a series of updates, and thank you for your patience. About your bluetooth concern, whey you say could not reconnect, is it about reconnecting to your Nest speakers via bluetooth? Could you tell me more about it?

Thanks,

Dan

[Ivan24]

Hi Dan_A, with "reconnecting" I mean the following: iPhone first connects indeed via bluetooth with the Nest audio devices. Next, after some time (sometimes this can take 15 mins, on other occasions 45 mins etc), the connection is lost. When that happens, no connection can be established any more. This is both when I try to get the connection through the iPhone, as well as when I launch the connection through the google home app. On my iPhone I get the message "no connection is possible", even when I launch the connection via de google home app as well; both devices simply do not connect.

[tamanaco]

On the same boat... Both of my Nest Audio Speakers have been stuck on firmware 1.56.299498 for a while - They're also registered in the Beta "Preview" program. The Preview and Production versions are currently at the same firmware release 1.56.313652, but my speakers won't update. I tried factory resetting the Speakers, but the update during the setup process is never performed. Also, in case there's an interoperability issue that's preventing the update, my other devices in the Preview program: Google Home Classic + two Minis are at firmware release 1.56.324896 and my Nest Hub and Nest Hub Max are at 8.20220713.2.194056 - Cast 1.63.324740

[Adeline]

I have the same issue, impossible to setup my device anymore. I tried factory reset multiple times.

I'm stuck when doing the firmware update at the end of the installation, after that the device is not reacting to "OK Google" anymore and I cannot use it at all...really annoying!

[Ivan24]

So quite extensive issue apprently, and Google does ... nothing - which basically means there selling devices one cannot use. Completely unacceptable.

[Dan_A]

Hi folks,

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

Thanks,

Dan

[Adeline]

I sent back the form. Still not possible to fix this issue. I have constant loss of connection from my Wifi and the firmware is not being installed correctly at the end of the set-up.

[Dan_A]

Hi Adeline,

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers,

Dan

[tamanaco]

@Dan_A

Form filled and submitted.

[Dan_A]

Hi folks,

@tamanaco, Just a quick update. We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

@Ivan24, @Adeline, @aaronnoraa, have you had the chance to fill out the form? Please inform us once done.

Regards,

Dan

[Ivan24]

Hi Dan_A, I've submitted the form.

[Jhonleanmel]

Hey Ivan24,

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon.

Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers,
Mel