Starting 1 to 2 weeks ago, my Google Nest Hub stopped responding to requests to play specific personal playlists from Spotify. If I ask it to do so, it does a web search or plays a video it found. When I give the same request to my Google Mini, it plays the playlist without a problem. Both units are on the same network.
I have Spotify Premium, and have tried uninstalling/reinstalling both Google Home and Spotify, unlinking/deleting/relinking Spotify on Google Home, and factory resetting the Google Home. I've confirmed that the Allow Personal Results feature is on. Google Support has been trying to figure it out for days, so I thought I'd check here as well. Ideas?
This is not the experience we wanted you to have, let me help you. A few things: were there recent changes made? Are all devices on the same account and Wi-Fi? When you did the factory reset, was it the same steps as what you see in this link? Do you have a case ID from your interaction with Google support?
Since it’s only happening on your Nest Hub, could you give its firmware version? Here’s how via the Google Home app:
Here is through your Nest Hub:
Let me know once you have them.
Thanks for helping, RachelGomez123.
Thank you so much for your note. My case ID is 1-9771000033333. System firmware is 324896. Cast firmware is 1.56.324896.
I followed the directions at the link to do a factory reset, which I've done a couple times. This issue started a couple weeks ago, suddenly and after flawless operations for months. I'm stumped.
Hey there MindfulGeek,
Thank you for the information. Have you tried uninstalling the Spotify app from your phone? If not, uninstall and reinstall the Spotify app. But before that, make sure the Spotify account is unlinked from the Google Home app.
Follow these steps:
Note: For all services, speakers and displays currently support a single account per streaming service.
Keep me posted while I review the case ID you provided.
We appreciate what you did. Since it’s specific to your Nest Hub, let’s retrain the voice match and see what happens. Follow these steps:
If so happens that you’re not able to retrain your voice, it might be because the voice match is still active on that specific device. What you do next is to remove by follow the steps below and retrain:
Keep us posted.
It's strange that it is working on your Mini but not on your Nest Hub. To confirm, have you tried using a different Spotify account to check if you will have the same issue? Also, I understand that you have an existing case with us, but we would like to further check what's going on with your device. Please fill out this form with all the needed information then let me know once done.