Google Duo

[TS01]

Hi,

Over the past couple of months, Google Duo on my phone has been having repeating issues with showing a black screen when someone is calling me and I've answered.

My phone screen goes completely black and only the icons of the app - eg. hang up are displayed. Audio from the receiver is heard, but no audio is present.

This has been shared multiple times by other customers and it seems that nothing is being done to resolve this.

- I have reset my phone and uninstalled the Google Duo App. I've reinstalled it and made sure it was running on the latest update.

- Similarly, I have reset my Google Nest Hub Max and left it to install its updates.

The issue still persists. Please could someone from the Google team look into this and help.

I look forward to hearing from you.

Kind Regards,

Tamoor

[Princesss]

Hi Tamoor,

Thanks for visiting the Community.

Sorry to hear about this experience. Let us sort things out by answering these questions:

• Have you tried to access a Google Duo app from a different phone?
• Does it show any prompts on the screen while you try to use it using Google Nest Hub Max?
• Have you tried to use a different account?

We'd love to know more details about this so we can rule out what's causing this to happen. From there, we can start some steps that might resolve this.

Keep us posted.

Best,

Princess

[TS01]

Hi Princess,

Thank you for your reply. To answer your queries - 

• I have tried using a different device, but the same issue persists.
• There are no on screen messages on either my Google Nest Hub Max or my phone.
• Yes, I have used a different account to call from. The same issue also persists.

I look forward to hearing from you.

Kind Regards,

Tamoor

[Muddi]

Hi TS01,

Chiming on. Just an added question: what is the current firmware version of your device? Follow the steps below to know how:

1.  Swipe up from the bottom of the display screen.
2. Tap Settings > About device. You should find your "Cast firmware version."
   • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Looking forward to your response.

Cheers,

Muddi

[TS01]

Hi Muddi,

My Google Nest Hub Max is running firmware version - 1.60.311339

Kind Regards,

Tamoor

[Muddi]

Hey TS01,

Thanks for the information. To confirm, do you see "Fuchsia version" when you check the firmware of your device? Also, do you have the same issue when using the Google Duo app on your phone to call other contacts?

Cheers,

Muddi

[Muddi]

Hi TS01,

How was your device? Have you had the chance to check if  your device is on "Fuchsia version"?

Looking forward to your response.

Cheers,

Muddi

[Muddi]

Hey TS01,

Just bumping in to make sure that you've seen our responses. I'll be locking this thread if we won't hear back from you again in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi