Home Hub Max & Home Speaker not responding after “hey google”

[User96989]

Both my Hub Max and Speaker will not respond after saying “hey google” or “ok google”. We can see it recognizes the command-lights spin or screen displays, however it responds by saying “hmmm there was a glitch “.

I have factory reset both devices and also switch between our 2.4ghz and 5ghz networks but still the same issue

[Dan_A]

Hi User96989,

This is not the experience we want you to have; let us help you. A few questions: aside from the Nest Hub Max, which Nest speakers are we working with? When did your issue begin? Were there any recent changes made? When you did the factory reset, was it the same steps as what you see in the link Factory reset Google Nest or Home speakers or displays?

It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord from your router, followed by your Nest speakers.
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

If the concern persists, let’s try to eliminate network issues. Please try setting up one of your devices using a mobile hotspot, preferably not the Nest Hub Max. Please note that you will need two mobile devices for this setup (one to serve as a router and the other to be used to set up your Google Home or Nest devices). Once done, check if your device will have the same behavior.

If the IPv6 is enabled on your modem/router, kindly disable it to see the difference.

Let us know how it goes.

Best,

Dan