HBO Max wont cast to Nest Hub Max

[jasonsmith84]

HBO Max and now, Max, while not load on the Nest Hub Max. When attempting to cast from the app from the Pixel 7 pro that content appears to start loading on the Next Hub Max but then the error " "unexpected error while trying to cast the content" displays on the screen. This happens no matter which video is attempted to be cast and had happened across all iterations of the HBO max app and now the new Max app.

[Ashkan]

It has been more than 6 months that I've been dealing with this issue and have not found any solution yet. 

[jasonsmith84]

I tried opening a case with Max and got now where as well

[Ashkan]

Did you succeed to solve the issue?

[Princesss]

Hi Ashkan,

Thanks for the additional info. Since it is isolated only on one app, have you already tried reaching out to HBO to see if there are others who are also experiencing the same thing?

Best,

Princess

[Ashkan]

Hi.

A while ago I reached out to HBO regarding the problem and I was told that since I have no problem casting HBO MAX to any device except  my Google Nest Hub Max, I should solve the issue through Google itself. Moreover, when I briefly searched my issue of casting HBO MAX to Nest Hub Max I found out that there are many others experiencing the same issue.  

[Princesss]

Hello folks,

Thanks for keeping this thread active. Could someone send a photo of the exact display you're getting every time you try to launch HBOMax on your Google Nest speakers? Also, could you provide your device's cast firmware versions?

Check the firmware version of your speaker or display

To check which firmware version you're on, follow these steps:

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"

Check the version on your Nest display

1.  Swipe up from the bottom of the display screen.
2. Tap Settings About device. You should find your "Cast firmware version."
   • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Looking forward to your responses.

Best,
Princess

[jasonsmith84]

The initial post has the picture with the exact error message. Cast fw is 1.69.362882 and 11.20230306.3135

[Ashkan]

I get the same error message as it is shown in the jasonsmith84's initial post picture. Also, the cast firmware of my Google Nest Hub MAX is: 1.69.362882
Thanks.

[Princesss]

Hello there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Muddi]

Hello jasonsmith84,

Thanks for sharing details about the issue here. I know how challenging it is when you're having issues casting Max to your Google Nest Hub Max. To confirm. are you having issues casting other video services like YouTube videos or Netflix? How about casting music? Have you tried casting from a Chrome browser?

1. Save important footage from the device’s video history.  
2. Make sure the device is plugged into a tested and functional power source.
3. Remove the device from the Google Home app.

               a. Open the Google Home app.

               b. Tap Favorites or Devices.

               c. Tap and hold your device's tile > More > Settings.

               d. Tap Remove device > Remove.

Reset Device

1. At the back of the device, press and hold (long press) both volume buttons for about 10 seconds.
2. To signal the start of the factory reset process, Google Assistant plays a sound.

Let me know how it goes.

Cheers,

Muddi

[jasonsmith84]

I'm having zero issues with any other service. The only time this issue arises is when it is specifically Max and the Nest Hub Max, pointing to me that it is the Max software that is the culprit. All other video services have zero issues casting to the nest hub max

[Muddi]

Hi jasonsmith84,

Thanks for trying. Since the issue is isolated with HBO Max, it is best if you could reach out with HBO first to check if they're getting similar reports. Also, please check the firmware version of your Nest Hub Max. Follow the steps below to know-how:

1. Make sure your mobile device or tablet is linked to the same account as your display.
2. Open the Google Home app.
3. Touch and hold your device's tile.
4. At the top right, tap Settings > Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Keep us posted.

Cheers,

Muddi

[jasonsmith84]

Firmware version 11.2030306.3.134 Is what is currently on it. However, this has been going on since last year

[Princesss]

Hey there,

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]

Hello jasonsmith84,

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

[Princesss]

Hey there,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread now. Feel free to start a new one if you need assistance with your Google Nest devices and the Community would gladly help.
 

Best,

Princess

[Ashkan]

Can I get assistance since I have the same problem too ?

[Ashkan]

Would you please if you could solve your problem and how?

thanks.

[Dan_A]

Hi Ashkan,

That certainly isn’t the experience we want you to have. To further isolate, are you able to cast videos from other video services like YouTube or Netflix? How about casting music? Have you tried casting from a Chrome browser? What troubleshooting steps have you taken so far?

Please check the firmware version of your Nest Hub Max. Here are the steps:

1. Make sure your mobile device or tablet is linked to the same account as your display.
2. Open the Google Home app.
3. Touch and hold your device's tile.
4. At the top right, tap Settings > Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Keep us posted.

Best,

Dan

[Ashkan]

Hi Dan,

Thanks for following up this issue.

I have no problem to cast videos from other video services including YouTube and Netflix.  In fact when I cast from HBOMax the error I get shows up in a blue page having HBO MAX logo. I have tried casting from the Chrome browser in my laptop but still the same problem happens. I have made a factory reset on my Google Nest Hub MAX and the issue has not resolved yet. 

The cast firmware of my Google Nest Hub MAX is: 1.69.362882

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Ashkan]

I am trying to solve this issue with HBO but they are constantly saying the problem is from Google's end. Also, I have no problem with casting HBO MAX on other devices. The problem only arises when I want to cast it on my Nest Hub Max.

[jasonsmith84]

This seemed to have resolved itself, temporarily for me, however, the issue has returned. It appears as though HBO (Max) itself is incompatible with the Nest hub and Nest Hub Max

[Excursioner]

I’m having this issue only with my Nest Hub Max. I have a couple of Nest Hubs 2nd Gen and those work perfectly showing HBO Max. It's only with the Nest Hub Max that I have no way to show content from HBO Max. When I begin casting It shows the HBO Max logo and sometimes I can only hear a second of the video and it freezes.

My Nest Hub Max:

Firmware version: 11.20230306.3.135


Cast firmware: 1.69.362882


[Muddi]

Hey everyone,

I just wanted to see if your Nest Hub Max device has been updated to the latest firmware version: 11.20230306.3.135? If it has, are you still experiencing any issues casting the Max app from your phone to the Nest display?

Cheers,

Muddi

[Excursioner]

Hi. I have the latest update in my Hub Max and it is still not working with the HBO Max service. Works perfectly with Netflix and YouTube though.

[Ashkan]

I have this latest firmware you mentioned. My problem is now solved!
Thank you so much. 

[Princesss]

Hey folks,

Thanks for updating us. Glad to know that it's all working now.

For others who are still experiencing the same thing, feel free to respond to this thread.

Best,

Princess

[ClaytonOliveira]

Hi. Im the same problem, My device Hub Max has the latest update and it is still not working with the HBO Max service, but works perfectly with Netflix and YouTube though.

[Muddi]

Hey ClaytonOliveira,

Sorry to hear that you're still having the same issue with your Nest Hub Max. Please reboot your Nest Hub Max by disconnecting it from the power source and leaving it unplugged for 1 minute. Let's see if your device will still have the same behavior.

Let me know if that works.

Cheers,

Muddi

[ClaytonOliveira]

Hello Muddi,

Even after restart my Nest Hub Max by disconnecting it from the power source and leaving it unplugged for 1 minute.

The problem persist.

[Muddi]

Hi ClaytonOliveira,

What country are you located in? Also, have you tried to unlink and re-link your Max account from the Google Home app?

Cheers,

Muddi

[ClaytonOliveira]

Hello Muddi,

I'm in Brazil. And yes, I logged out, restarted the Nest, turned it back on and re-linked my account. But the problem persists.

[Muddi]

Hey ClaytonOliveira,

Thanks for the information. To confirm, did it work before? Because, upon checking, the Max app for Nest displays is not fully supported in Brazil. Could you try changing the Assistant language set on your Nest display to EN_US to see if you'll still have the same issue?

Cheers,

Muddi

[Excursioner]

Hi.

I'm running the latest firmare in my Nest Hub Max, and the issue persists (error 100). Do you know if there also has something to do with my location? I'm in Baja California, México. HBO Max used to work perfectly with my Nest Hub Max. For language I use Spanish-US.

[ClaytonOliveira]

Yes, of course, but it's already like that, PT_US.

[Muddi]

Hey folks,

To confirm, have you tried checking with HBO Max to see if they're getting similar reports?

Cheers,

Muddi

[Muddi]

Hey shatari2800,

Sorry to hear that. What country are you located in? Also, what troubleshooting steps have you tried?

Cheers,

Muddi

[shatari2800]

I am in the US.

Let's see, I have tried:

• restarting my router
• restarting my nest hub
• uninstalling and then reinstalling the Apps
• removing the nest hub from my Google devices and reading it, along with forgetting the network on it
• I also confirmed I am on the latest firmware for all my devices.

And this has been across more than one device both Nest 2nd gen hub and Hub Max

But at some point, these all worked no problem, and not out of nowhere nothing.