Google nest hub max

[Avh]

Google nest is set up to display my mothers room in an assisted living center. Yesterday the live video stopped producing loud sound so we could no longer hear what people were saying.  because it is so low.  I’ve checked everything out on the web and nothing seems to help it. We really do need to be able to hear.

Also, I checked out the music that comes through loud and clear phone calls through it come come in loud and clear. So I don’t know if it’s the microphone that works with the camera or if it’s something in the cloud where the stuff is stored or is it the streaming

Would appreciate any help

Thanks

[Richport29]

Having the same issue, have you found a resolution?

[Dan_A]

Hi folks,

@Avh, @Richport29, this is not the experience we want you to have, let me help you. A few questions: when did your issue begin? Were there any recent changes made? What troubleshooting steps have you done so far?

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.

Don’t do a factory reset yet until you’ve tried the steps above. Let me know how it goes.

Best,

Dan

[Avh]

Google support, accessed the device and deemed the microphone was bad. Not sure I believe that to be true but they just replaced the device. The new one worked fine. Problem was it was just too late. As my mother passed the very next day.  Truly disappointing. Especially for the family members who did not live close by.

[Muddi · Accepted solution]

Hey folks,

I have some great news to share! This issue should now be resolved and you can get back to using your Nest Hub Max as normal. If for some reason you’re still experiencing problems, please update this thread and let us know.

Cheers,

Muddi

[Muddi]

Hi everyone,

As we got our resolution here. I'll go ahead and lock this thread now. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Cheers,

Muddi

[Richport29]

This started for me appropriately 2 weeks ago. I've tried rebooting and have done 1 factory reset. Neither has resolved the issue 

[Dan_A]

Hi Richport29,

When you did the factory reset, was it the same steps as what you see in this link? Is your Nest Hub Max working as of now?

Regards,

Dan

[Richport29]

Yep,. exactly the steps I did. Still not working however 

[AGT21]

Mine dropped sound as well about a week ago. Factory reset didn't work for me either.

[Avh]

Yeah, there’s seven of us in the family and a mix of android and iPhones and iPads and they’re all doing the same thing.  Spent about two hours 2 1/2 maybe on the phone with Google to get nowhere. Hopefully they answer this soon.

[Avh]

Case ID 3-8576000034438

Google Home ⋅ Other

In Progress

April 24, 2023 at 09:01 AM

this is my case number with Google case you wanna see what we’ve done so far

[Richport29]

Has anyone found a resolution for this issue as of yet? Thanks