Assistant not working on Nest audio and nest mini but working on hub

[msamsalovic]

In my home I have 2 nest hubs (1st gen and 2nd gen), one nest audio and one nest mini (2nd gen).

Hubs are working fine but I have constant problems with audio and to smaller extent the same problem on mini.

So, basically when I say "Hey Google" assistant activates (I hear the sound) and after that I hear two metalic sounds and assistant stops listening. I tried reebooting and factory reset numerous times. I helps for a few hours and then it goes back to this. I even got new audio but the same thing keeps happening. 

Audio is connected to wifi (close to it plus I see it in the router app) and IPv6 has been disabled.

[Dan_A]

Hi msamsalovic,

That certainly hasn't been easy for you ― let’s check this out.
 

By the way, thank you for doing the reboot and reset on your Google Home/Nest devices. At least we can narrow things down. However, about the metallic sound, I need to have a short video of it to isolate your concern.

Below are the steps on how to upload a photo or video:

• Start a new post.
• Click Insert Image.
• Choose an image source location.
• Follow the on-screen instructions
• Also, you can tap the "Drag and Drop" option. Maximum attachment is 5 MB.

While we’re at it, click this link to further the troubleshooting: Google Assistant doesn't respond
 

Keep me posted.

Best,

Dan

[msamsalovic]

Dear Dan,

Thank you for the reply.

I had an issue with the upload (the system did not want to accept either mp4 or webm formats)so here it is on youtube (I hope that works):  https://youtube.com/shorts/AHWoCrFlWr4

[Dan_A]

Hi msamsalovic,

Thank you for the video and apologies for the delayed response.
 

Could you open this link Google speaker and display firmware versions and tell me what your current firmware version is. 

In the meantime, since you have already done multiple factory resets, how about you create a new home structure solely for your Google Nest Audio, and transfer it there. Here’s how: Share a home and devices in the Google Home app

Let’s get it going.

Best,

Dan

[msamsalovic]

Here is the firmware version:

System firmware version: 299498
Cast firmware: 1.56.299498
Language: en-US

[Dan_A]

Hi msamsalovic,

Thank you for the information you provided. I just wanted to make sure that you have already tried the steps I gave by movie to a different home structure? How was it? 

Tell me how it goes.

Thanks,

Dan

[msamsalovic]

I created new home and mover just this nest audio to it. It did not help, within few hours it started doing this sound again.

[Muddi]

Hey msamsalovic,

Chiming in to ensure everything is covered here. Just an added question: how far are your speakers from each other? Also, are there other devices near the speakers that may cause them to create a static sound? Please try moving your Nest Audio device a little farther from your router (5-10 feet away). Let's see if there's any changes to the behavior of your device.

Keep us posted.

Cheers,

Muddi

[Jake]

Hey msamsalovic,

I wanted to check in and see if you managed to see Muddi's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[msamsalovic]

Please help because nothing so far worked.

Yesterday Google nest mini in the other room had the same problem but after a hard reset is working fine. The one in the living room starts producing this sound every day and it takes 2 or 3 reboots to make it work and then it works only for a few hours.

[Jake]

Hey there,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[Jake]

Hey there,

I wanted to check in, and make sure you were able to fill out the form. Please let me know if you have any trouble, as I want to ensure you are good to go.

Best regards,

Jake

[msamsalovic]

Filled it right now

[Jake]

Hey msamsalovic,

Thank you so much for filling out the form. I am showing a case has been created for you. Our Team will be in contact via email from here. Please be on the lookout for that, and let me know if you have any questions from here.

Best regards,

Jake

[Jake]

Hey msamsalovic,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake

[msamsalovic]

Hi!

Each of the speakers is in a separate room and the router is far enough (more than 2 meters). I believe this is not static but there is a software error.