Google Hub Max to Hub Max calling-frozen video and audio

[PremierBob]

I have 4 Google Nest Hub Max Smart Speakers and 2 Nest Hub Speakers.

Starting a number of months ago, I no longer have the ability make a call in my house using Hub to Hub (“google-call Master Bedroom Hub” for example.). The hub is able to make the call and connect to the other Hub but the audio and video on each hub freezes.  My small screen video looks fine but the larger remote displayed video showing on each hub is completely frozen.  This occurs on both Hubs.

I can use my iPhone or iPad to make a call to the hubs and everything works just fine.  But the in home-hub to hub calling just freezes.

I am connected using a Netgear Mesh Router and am on a 5g network. 

Other functions on the hub work just fine—asking about the weather or playing music for example.

Any suggestions on what I can do to use hub to hub calling?

[Dan_A]

Hi PremierBob,

This is not the experience we want you to have, let me help you. A few questions: were there recent changes made? What type of calls are you trying to make between your Nest Hub Max’s and Nest Hubs? Also, for confirmation, is it about broadcasting or actual calls using duo calling? What is the error message when calling between Nest displays?

It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router, followed by your Nest speakers.
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

You can try this command: Say, “Hey Google,“ then “call [display or speaker name]" or "video call [display or speaker name].“

If the issue persists, you can unlink the Google Duo from a Nest display. For instructions on how to unlink the Google Duo app from a Nest display, go to the Set up & manage apps for the Google Assistant Help Center page.

Let me know how it goes.

Best,

Dan

[PremierBob]

Dan,

My issue with calling from Hub Max to Hub Max has been going on for a long time.  I have tried numerous solutions including the ones that you mention above with no success.

Let me try to explain the issue in more detail.  Assuming I have 2 Hubs - Hub Max A and Hub Max B.  I can say "hey Google, call hub B" for example.  Hub A can see their video while the call is connecting and Hub B can see their video prior to the connection.  The calls connect with a frozen and stuttering video with sporadic very short bursts of video and audio.  Hub A can see the video that they are sending with no issues and Hub B can see their video with no issues also.  The problem is the video that each hub tries to receive is frozen or is extremely choppy with the short video and audio  bursts.

If I use my iPad to make the call a Hub using Google Home, everything works just fine and there are no issues with video/audio.

I have even experimented with setting on the router such as changing "Nat Filtering" from "secured" to "open." (I'm  not sure if this would have any impact but was simply trying many options.) 

Also, I'm not sure if this matters but I have MANY different Google products including Google/Nest cameras, Google/Nest Home Security and Google/Nest Protect for smoke and fire.  These products are all installed and work with no issues on the Nest Website and App.

I would appreciate any suggestions or help with this issue.

Thank you,

Bob

[Dan_A]

Hey there PremierBob,

Appreciate the effort. It would seem like a factory reset is needed to revert your Nest Hub Max to its default settings. Redo the setup afterwards. Follow the steps below:

1. Save any important footage from your device's video history.
2. Remove your Nest Hub Max from the Google Home app.
3. On the back of Nest Hub Max, press and hold both volume buttons together for about 10 seconds. Your Nest Hub Max will let you know that it's resetting.

You can reset your devices one by one and tell me how it goes.

Regards,

Dan

[PremierBob]

Dan, thanks for your help with this issue.

I tried doing all that you suggested...load google home/remove each device/reset each device/set up each device as a new device. 

Unfortunately, this did not help and I still have the issue with making a Nest Hub Max call to Nest Hub Max call.  Again, the video for each Hub Max freezes for only the "received" video on each device.  And the video of what you are sending which is shown on each Hub works perfectly.  

Also, calls to a Hub Max or Hub work perfectly when using the Google Home App to make the call.

Any other suggestions would be greatly appreciated.

[Dan_A]

Hi PremierBob,

I understand. Could you send here the firmware version of your Nest Hub Max? Here’s how:

1. Open the Google Home app.
2. Touch and hold your device's tile.
3. Tap Settings > Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

To check the version of your Nest Hub Max:

1. Swipe 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.

Keep me posted.

Best,

Dan

[PremierBob]

I checked the 4 Nest Hub Max's that I have and all have the following-

Fuchsia Version
9.20221010.3.176

Software Version
50.26.12.493473605

Chromecast Firmware Version
1.67.330920

I also have 3 Nest Hubs but am mainly interested in the option for Nest Hub Max to Nest Hub Max calling

Bob

[Princesss]

Hi PremierBob,

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

Best,

Princess

[PremierBob]

Thank you for your help with this issue Princess.  I just filled out the form as you requested.

[Princesss]

Hi PremierBob,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,
Princess

[PremierBob]

Thank you!

[Dan_A]

Hey there,

Our team has already sent further troubleshooting instructions to your email. Let’s continue through that channel. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Dan