Google audio speakers

[Henri35040]

420420 update does not work right. It leaves speakers muted when playing fron YouTube music.  Doing a hard reset by powering it off and on 10 times kind of helps sometimes but it will still revert periodically back to the situation when you try to play music again it's muted until you tap to mute but it's so muted if some people to believe it's not working. This is confirmed because my best audio pair downstairs was updated and it did not work but the one upstairs was not updated and it was still functioning properly until it updated the other day and now it has the same problem so that narrows it out to the update pretty quickly and easily. 

[IanSav]

I am also experiencing this issue on my Google Nest Audio stereo pair.  It has only recently started for me.  I am running the same firmware.

I thought that the music I requested was not playing at all until last night I noticed that the music was playing but extremely quietly.
In researching this issue I found this post.  I just tried tapping the centre button on my Google Nest Audio and found that it corrects the issue.  I will remember to try this every time music playback fails.

I hope Google notes this issue and offers a correction ASAP.

[Henri35040]

It helps for a little while it seems that if you use the speaker for something else to turn on the lights it goes back to what it was doing again so they so Google still hasn't fixed it

[ovidioj]

Hello Everyone,

Thanks for posting in the community. 
I apologize for the inconvenience caused by the unexpected audio muting issue with your Google Nest Audio system after the 420420 update. I understand the frustration of encountering this problem, especially after performing troubleshooting steps like multiple power cycles. I really appreciate your effort. 

To figure out what's going on with your speakers, please answer the next questions: 

1. Are you using the YouTube Music app on a smartphone, tablet, or other device?
2. Do you experience the same issue with other music streaming services?

In the meantime, we can work with a factory reset on the device by following the next steps: 

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

Note: You can't use your voice or the Google Home app. Google Home app to factory reset Nest Audio.

Please let me know how it goes. Thank you. 

All the best,
Jorge

[Henri35040]

I've done a factory reset I've done everything I've done to 10 times 1 to 10 times off to factory reset it's the update the update is defective. I don't know if it works with other streaming services I only use YouTube I use it either with voice command and on my phone and it does the same thing. Further what happens is if you unmute the speaker it'll work but the minute you ask Google to do something else I just tell you what the time is or the weather it reverts back to not working again. They really should roll back the update and until they figure it out. Further I know it's the update because my Google audio pair in my studio was working fine and then it got the update and it stopped working and then I reset it 10 times off and 10 times on and then it only half the time works now. The upstairs one still had the previous update and was working great until it updated and then it went bad. Thank you

[ovidioj]

Hello  Everyone,

Thank you for your patience and understanding as we work to resolve this issue. I apologize for the inconvenience caused by the audio muting problem with your Google Nest Audio speakers.

I understand the frustration of encountering this issue, especially after trying various troubleshooting steps. Your case has been escalated to our specialized support team for further investigation.

I will provide updates as soon as more information becomes available. In the meantime, if you discover any additional details or encounter any changes in behavior, please don't hesitate to share them with me. Thank you. 

Regards, 
Jorge

[IanSav]

I haven't done as much testing as Henri35040, but factory resets do nothing but waste lots of time.  This issue returns almost immediately.  The issue arises when I ask Google Assistant to play music on the speakers or if I use my phone to cast music to the speakers.  When there is no audio or if I hear a slight hint of music I just have to tap the centre of the speakers and the full audio returns.

If there are any requests made of Google Assistant other than playing music from YouTube then the issue returns.

I also only use YouTube as my music source.  I would use Plex but that is not enabled for Google Assistant voice control.

[IanSav]

@ovidioj I am just on the telephone to Google Support and apparently this is a well known issue!  The Google Engineers are yet to find a solution.  😞
As part of my tests with the Google Customer support I also tried playing music from Spotify.  This also did not work correctly!

The Google support person has taken the serial numbers of my Nest Audio speakers and has placed my case on a priority queue of people with this bug.  There are no current work-arounds.  I don't know what this priority queue actually means as there is not even a guess at when the issue will be resolved.  😞

[IanSav]

@Henri35040, if you haven't yet done so I suggest you open a specific case with Google.

[Henri35040]

Surely Google is aware of this on a greater level though it can't be just the three of us that have had this problem with the two of us and must be tens of thousands of people. If it's related to the upgrade it would be it causing issues for lots and lots of people. Is this not the case?

[IanSav]

Who knows how many people are affected.  When I called in to Google the support person immediately recognised the issue.  They put me through all the basic unlink, uninstall etc steps and the problem was not resolved.

Unfortunately we live in a world where Google's first reaction seems to be to deny that anything is a know issue and puts you through the hoops of "have you tried turning it off and then on again" before they sometimes admit that the problem is already well known.

I have had some Google firmware issues for over 20 months and Google still keeps looping me around the same non-productive loops.