google hub nest max assistance stopped working

[tcdixon]

My google hub nest max stop responding to hey google commands.  I have followed all the tips on the internet and nothing has solved the problem.  If I unplug the device to reboot it, the command works for the first command and then does not respond after that saying something went wrong??  Any help would be appreciated.

[Dan_A]

Hi tcdixon,

Thanks for posting.

To narrow things down, what is the command/question that you gave? When did this start happening? How often does it happen in a day?

While we’re at it give these steps a try:

1. Give different commands/questions to your Google Home/Nest device.
2. Confirm if the speaker or display recognized the question correctly by saying “Repeat the question”.
3. Check the quality of “My Activity” audio recording:
   • Open the Google Home app.
   • At the upper-right, tap the account icon.
   • Verify the Google Account on screen is the one linked to the speaker or display.
4. Select My Activity. This opens a list of all recent voice commands that you've given.
5. Identify the most recent command that generated a failed response.
6. Select Details below their Assistant Query (this will expand out the details).
7. Tap the Play button on the query card (play a few) to confirm from My Activity what the speaker or display heard when the issue occurred.

You can also select the Controls tab next to History to access the recording. Make sure you select "Include voice and audio activity".

Keep me posted.

Best,
Dan

[Azarco]

Hey there,

Checking back in to see if the troubleshooting shared above helps. Let us know by updating this thread, and the Community will be happy to lend a hand.

Regards,

Alex

[Azarco]

Hello tcdixon,

We want to ensure you are good to go, and everything is working properly. Please let us know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Thanks,

Alex

[tcdixon]

Hey Dan

I have not had a chance to do all the steps you have asked yet, however what I can tell you is when I reboot the hub and it reloads I can say "Hey Google play Spotify". and it will acknowledge and play.  A few minutes late I can say "Hey Google turn it up" and the colours in the top left corner move like it is hearing you but  a few seconds later the hub says " something went wrong please try again later.  When I try again later the same message occurs.  When I reboot the same thing happens again it works perfect for first command then after that it does not work??  This started happening about a month ago and before that anyone could give commands to the hub ( my wife, my grandkids ect.) and it would always work??  Even now I say Hey Google and it says something went wrong please try again later.   My hub is not even two years old. 

Terry 

[Azarco]

Hey there,

That certainly hasn't been easy for you. Have you tried resetting your Nest Hub Max? Could you provide us the cast firmware and software version of your display?

Best,

Alex

[tcdixon]

Hi Alex

Where can I find that information?

Terry

[Princesss]

Hey everyone, 

@tcdixon, here's the steps on how to get the cast firmware version of your Google Nest speakers.

To check which firmware version you're on, follow these steps:

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app .
3. Touch and hold your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

@Shutupalexa, to reset your device, you can follow the steps on this link. Let us know how it goes.

Best,

Princess

[tcdixon]

Hello Princess

So I have reset the hub using the link you provided and I went through all the steps to set up the hub again and for now our commands seem to be working.   I will keep you posted over the next day or two to see if they remain working.

Thanks

Terry 

[Dan_A]

Hi tcdixon,

Glad to hear that this has been sorted out and thanks for sharing your resolution in the Community. Let me know if you have other questions and concerns. We're here to help.

Thanks,

Dan

[aatienza]

Hey folks,

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh. Feel free to submit another post, and provide as many details as possible so that others can lend a hand.
 

I appreciate the help, everyone.

Thanks,

Archie

[Shutupalexa]

Could you perhaps explain the steps to reset the device?

[tcdixon]

Alex

The cast firmware is 1.62.312297 and the system firmware is 7.20220419.2.164

Terry