Google Nest Hub not playing personal Spotify playlists

[MindfulGeek]

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?

Thanks!

[MindfulGeek]

Thanks for the suggestion. Unfortunately it didn't work. Perhaps I need to wait for a future update? It's odd that everything worked fine for months and then suddenly stopped on the Nest Hub, and that it still works on the Mini.

[Dan_A]

Hi MindfulGeek,

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:

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'

Here is through your Nest Hub:

1. Swipe up from the bottom of the display screen.
2. Tap Settings > About device. You should find your 'firmware version' on this page. If 'fuchsia version' is also listed, this means your device runs fuchsia.

Let me know once you have them.

Thanks for helping, RachelGomez123.

Best,

Dan

[MindfulGeek]

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.

[Dan_A]

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:

1. Make sure your mobile device or tablet is connected to the same Wi-Fi network or linked to the same account as your speaker or display.
2. Open the Google Home app.
3. At the top right, tap your account.
4. Verify that the Google Account shown is the one linked to your speaker or display. To switch accounts, tap the triangle next to the Google Account, then tap another account or Add another account.
5. Go back to the home screen, and at the top left, tap Add > Music.
6. To choose your default service, tap the music service you'd like to use. Assistant will use this service when you say “Hey Google, play music.”
7. To link functionality:
   • For YouTube, your account is automatically linked when you link your Google Account to your speaker or display.
   • For Spotify, Apple Music, Pandora, and others, you'll need to link your accounts.
     • To connect your account, tap a music service > Link account > sign in or sign up for the service and follow the in-app steps.
     • To unlink an account, tap Unlink > Unlink account.

Note: For all services, speakers and displays currently support a single account per streaming service.

• Listen to music on your speakers and displays

Keep me posted while I review the case ID you provided.

Best,

Dan

[MindfulGeek]

Worth trying, but no luck. I'm able to request a personal playlist on the Google Mini, but it still doesn't work on the Nest Hub. 😕

[Dan_A]

Hi MindfulGeek,

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:

1. Open the Google Home app.
2. Tap Home > Settings > Google Assistant > Voice Match > Other devices.
3. Uncheck the box next to the device you want to turn off Voice Match for > follow the 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:

1. On your mobile device, go to My activity.
2. Tap Menu > Other Google activity.
3. Scroll down to “Voice and Face Match enrollment,” and tap View data.
4. Tap Delete all enrollments > Delete.

Keep us posted.

Regards,

Dan

[MindfulGeek]

Rats. Didn't work. By the way, this issue first happened with a routine with a typed (not voice) command that stopped working. Does that suggest a different setting?

[Muddi]

Hey MindfulGeek,

Chiming in, no different settings for that. By the way, does it happen when you ask your device to do something like play music or stream a video? Also, are you able to play the newly created playlist on your Google Home Mini?

Cheers,
Muddi

[MindfulGeek]

I can play personal playlists on my Mini without issue. On my Hub, I can ask it to play my Liked Songs or Play Music and it will do so using Spotify. Just not personal playlists and not certain artists.

[Muddi]

Hi MindfulGeek,

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.

Cheers,

Muddi

[MindfulGeek]

Thanks for following up. I completed and submitted the form.

Note that the Hub will "Play my Liked Songs" from my Spotify account, but not the personal playlists that it used to before.

[Dan_A]

Hey there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Thanks,

Dan

[MindfulGeek]

Thanks for the suggestion. Unfortunately it didn't work. Perhaps I need to wait for a future update? It's odd that everything worked fine for months and then suddenly stopped on the Nest Hub, and that it still works on the Mini.