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Google Nest Audio crackling

sowbug
Community Member

Same issue that's been reported by many people for several years on this forum. I have six Nest Audio speakers, and they all crackle occasionally -- but loudly -- during music playback. It sounds like an old record player needle skating the wrong way across a record. It's intermittent, but lately I can't listen to even a single song without hearing a loud BRAAAP sound somewhere in the middle of it.

I'm opening this new thread because the one opened by Xavier97 was closed, although his or her issue wasn't resolved. (Suggesting that we turn off our speakers, reboot them, or factory-reset them isn't a solution, by the way. A music speaker has basically one job -- to play music without interruption. None of those solutions work, and even if they did, they're not practical options for this kind of product.)

12 REPLIES 12

Dan_A
Community Specialist
Community Specialist

Hi sowbug,

 

This is not the experience we want you to have, let me help you. A few questions: 

 

  1. If you have a speaker group, do all devices play music?
  2. Is the issue reproducible?
  3. How often does the crackling sound happen?
  4. Does the issue occur when you play music?
  5. Is the device physically damaged? If yes:
    1. What part of the speaker is damaged?
    2. How was the device damaged?

 

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.
     

Keep me posted.

 

Best,

Dan

sowbug
Community Member

It's a hardware issue. None of those steps has helped or will help. I recommend reading these sources to see the extent of the issue, how many different people have tried different solutions, and that none of those steps has worked.

The best theory I've heard is that Nest Audio speakers' internal circuitry can't handle normal fluctuations in AC power, resulting in a sputtering DAC. It's hard to test this theory without equipment that ordinary users wouldn't have, but it's the only remaining plausible way to explain why Nest Audio can't do something -- namely, play music -- that MP3 players have done well for nearly 30 years.

I'll also add that my household has Nest Audio speakers connected to Google Wifi APs, driven by Pixel phones. Upstream is an AT&T fiber connection whose only issue in years was a physically disconnected wire outside my property. This is 100% a Google problem, possibly a Google ecosystem problem.

Dan: I know you don't work for Google, but don't you think that for the good of the world, it would be better to ask one Google engineer to try to reproduce this common problem, than to keep asking individual Google users to unplug, reboot, and reset their speakers? Why not go to the source of the problem so that it can be fixed for everyone (perhaps by offering replacement for faulty hardware if software updates can't fix it)?

Dan_A
Community Specialist
Community Specialist

Hey there sowbug,

 

Thank you for the information. Where and when did you buy your 6 Nest Audios? Are they in a speaker group when the cracks happen? How about individually, are they playing well?

 

By the way, we totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try! At least try one of your Nest Audio and see the difference. If you decide to, here’s how to factory reset one of your Nest Audios:

 

  1. On the back of your device, switch the mic off.
  2. The lights will turn orange.
  3. Press and hold the center of the Nest Audio, near the top.
  4. After 5 seconds, your device will begin the factory reset process.
  5. Keep holding for about 10 seconds more, until a sound confirms that the device is resetting.

 

Let me know how it goes.

 

Regards,

Dan

Princesss
Community Specialist
Community Specialist

Hi sowbug,

 

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

Biggsyboi
Bronze
Bronze

I have a similar issue to this. My Nest Audio's only crackle when seeking in a song. They'll play normally otherwise.

So I'll tap another place on a song on Spotify, and the speakers let out a really loud pop. It doesn't happen with my other Google / Nest speakers that I've noticed, only the ones ironically with Audio in the name

Princesss
Community Specialist
Community Specialist

Hi Biggsyboi,

 

Thanks for the details you've shared. 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

Thanks Princess.

As per Google Support's instructions on a more serious problem I have (All my nest speakers keep disconnecting from WiFi and won't reconnect until rebooted) the speakers are currently on the Guest network and so I can't even cast to them any more anyway..... 😞

Should I fill in the form now or wait?

Princesss
Community Specialist
Community Specialist

Hi Biggsyboi,

 

Thanks for trying the steps. Is there a way you can connect it directly to the Wi-Fi network and disconnect it from your Guest network?

 

Best,

Princess

Yes but the problem is my speakers are disconnecting from the main network because my router is WiFi 6 and support are saying the speakers are not compatible with this. I can definitely chime in with the info though that only my Nest Audio's have this problem - My Nest minis, and Home Max doesn't seem to do the crackling.

Princesss
Community Specialist
Community Specialist

Hi Biggsyboi,

 

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

Princesss
Community Specialist
Community Specialist

Hi sowbug,

 

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

Juni
Community Specialist
Community Specialist

Hi there,

 

We haven’t received your form. Kindly fill it out so we can continue with the next step. 
 

Regards,

Juni