Frozen Video Calls

[VancouverCha]

I have used Google Nest Hub Max for 2 years. Every week, I have video-called my mom with Google Nest Hub Max.

However, since last month, whenever I call my mom, the video call cannot last more than 5 mins because It is always frozen before 5 mins. As a result, instead of Nest, I use my phone, tablet, or PC.

In order to fix the frozen video call issues, I made my nest factory reset. I also removed my Nest Hub Max from the Google Home app. However, the issues were not fixed.

I do not know what to do anymore. Can you please help me?

[VancouverCha]

I also cannot test its internet speed. I feel that its internet speed gets slower. My PC's internet speed is 452.6/359.1. My phone's internet speed is 408.3/203.3. Anyway I really don't understand why suddenly the device does not work well. Until August, it had worked well.

[Guarcax]

Hi there!

Thanks for posting in the community.
I’m sorry for the inconvenience that you are experiencing with your entire Nest Hub Max. I understand that when you try to make video calls, they just get frozen after a few minutes. I also understand that you have already factory reset the Nest Hub Max but are still experiencing the same issue. No worries, I’m happy to help you find a solution to this.

I will suggest you check the settings on your WiFi router. Here are the most important recommended Wi-Fi network and router settings for use with Nest products. For more details, refer to the sections below.

• Enable 802.11 b/g/n if you have an 802.11 ac router.
• Set your Wi-Fi router's DHCP lease time to at least 2 hours.
• Turn on your router's Power Save Mode (PSM) if you have a Nest thermostat.
• Enable IPv6 if you have a Nest Protect.
• On your Wi-Fi router, turn on multicast if you're adding additional Nest devices.

In the meantime, here are some troubleshooting steps that can help you:

1. Reboot the WiFi router:
   1. Unplug the wifi router from the power source for 2 minutes.
   2. Ensure that the router’s lights turn off completely when unplugged.
   3. After 2 minutes, plug the router back into its power source.
2. Reboot the devices:
   1. Unplug the power cord from the speaker or display.
   2. Leave it unplugged for one minute.
   3. Plug the power cord back in.

Please check the following articles: Recommended Wi-Fi network and router settings 

Tell me how it goes.

Regards,

Daniel.

[VancouverCha]

Hi Daniel,

Thank you for your kind response.

After reading your answer, I rebooted my wifi modem and tried a video chat with my friend in Canada. My friend used his phone to video call. The video call was not frozen.

Before concluding, I need to check with my mom again. She's in Korea and uses Nest Hub Max, so her experience is crucial to our troubleshooting.

For your wifi setting suggestion, I do not know how to do it, so I will research how to do it.

I also found that I could check my Nest Hub wifi connectivity level. When I clicked device information, I could see that the 3 out of 4 wifi signal marks were black. However, the last signal mark was grey. It was grey even when I turned on my Nest Hub right next to my internet modem. Does it mean my Nest Hub does not have a maximum internet connectivity level?

Thanks,

JeongWoon

[cifuentesj]

Hi @VancouverCha,

Thank you for your prompt response. I really appreciate it for following the steps in the previous post by @Guarcax. Regarding the wifi setting suggestion, you need to contact your internet service provider or router manufacturer for help with these settings, and regarding the signal of your wifi that you see with one of your Google Nest Hub Max with black and then gray color, the recommendation is that the Google Nest Hub Max should be close or at an appropriate distance from your internet modem.

Please keep me posted.

Best regards, 

Jeremy.

[VancouverCha]

Hi Jeremy,

My Nest Hub Max is next to my internet modem.

My PC, phone, tablet, TV, and PlayStation show the perfect wifi connectivity signal over longer distances. Only My Nest Hub Max does not show even though it is next to the modem.

Does it mean my Nest Hub Max has some hardware issues regarding the wifi connection?

Thanks,

JeongWoon

[cifuentesj]

Hi @VancouverCha,

Thank you for your prompt response. In this case, there is no issue with the hardware of your Google Nest Hub Max. Just keep in mind that if there are more devices near your Google Nest Hub Max, such as TVs and microwaves, the connectivity may be affected.

Please keep me posted.

Sincerely, 

Jeremy.

[VancouverCha]

I have tested multiple ways.

1) Google Nest Hub in Vancouver to Friend's phone in Vancouver
2) Google Nest Hub in Vancouver to My mom's Nest Hub in Busan, Korea
3) Google Nest Hub in Vancouver to my mom's phone in Busan, Korea
4) Samsung Tablet in Vancouver to my mom's Nest Hub
5) My PC to my mom's Nest hub

I used only google meet for these video calls. Before these calls, I rebooted my modem and put my Nest next to the modem. Except for 2 Google Nest Hub in Vancouver to Google Nest in Korea, all other video calls were good.

I am so confused why Google Nest to Google Nest does not work well. It had worked well for two years. However, since last August, we have seen this issue. My mom and I prefer Google Nest to Google Nest to other ways because video and sound qualities are better than others.

What would be the reason? And how can I fix this issue?

Thanks,

[cifuentesj]

Hi @VancouverCha,

I appreciate the thorough information you have provided in your post. I really appreciated it followed through on all of the troubleshooting, and by conducting some tests please allow me to provide you with more troubleshooting. 

Please try the following troubleshooting steps:

• If you’re connected to the internet and you’re still having video and audio issues, check your sound and video settings.On your computer, go to https://goo.gle/4h4oC6G.
• In the top right corner, click Settings then Sources.
• Use the drop-down menus to select the correct audio and video sources.
• Once you’ve selected your correct camera and mic, click Done.

Restart the app

• At the bottom right, select the time. 
• Open Settings 
• Under Google Play Store, select Google Play Store. 
• Select Manage Android preferences. 
• Select Apps. From the list of apps, select Duo. 
• Choose Force stop. 
• Re-open Duo. 
• Restart your device

Take note If you're on a call and you experience video or audio issues, you should:

• Make sure the device's camera and microphone are not physically blocked.
• Check that the camera and microphone face the right way.
• Check your cellular or Wi-Fi connection. The Wi-Fi or mobile data icon should have at least 1 bar. If you don't see 1 bar, move to where you have a better connection.
• Restart the app and try again.
• Restart your device and try again.
• Check your device's battery strength. If your battery is low, charge your device.
   

Furthermore, keep in mind that interference with internet connections might be caused by electrical devices nearby or by the arrangement of the walls. You can also refer to this article, which lists the steps that have already been included: Fix sound or video issues.

Please keep me posted and let me know how it goes.

Best regards, 

Jeremy.