Hub Max 'I do not understand' and Camera issues

[Karmulian]

For approximately 2 months my Hub Max hasn't responded to queries, it repeats 'I do not understand' usually multiple times. 

I also noted the camera is unresponsive in the app and web.

To resolve this I've tried a factory reset today having deleted from account.  unfortunately the same issues. 

Basic queries respond in the understand error, and attempting to setup the camera results in 'something went wrong' within the app.

I've read numerous reports about changing the settings to use Gemini rather than Google Assistant but that doesn't seem to be an option anywhere in the Max or my Home App.

Casting works fine but that's about it. 

 I tried enabling public preview but that did nothing. 

[Karmulian]

How do you even upgrade the home hub to gemini

[StephanieQ]

Hi @Karmulian, 

Thanks for posting in the community. I understand that you’ve been experiencing trouble for about two months with your Google Nest Hub Max failing to respond to queries and constantly giving the message, "I do not understand." I also see that your camera is unresponsive in the app and on the web, and that attempts to set it up result in a “Something went wrong” message in the app. I appreciate the confirmation that casting is working as expected and all the troubleshooting you’ve done to resolve this. I know how important it is to have your devices working properly, so I’m here to help. 

To better investigate this situation, I’d like to ask the following questions:

• How long did the device work as intended before experiencing this symptom?
• Where is the device placed?
• Is the device in a noisy, normal, or quiet environment?
• Is there anything covering the device?
• What specific command or question were you using when the device failed to respond? 

To help me look into the camera issue, please provide these additional details:

• To confirm, could you tell me the specific type of camera you’re having trouble with? If needed, here is a helpful article you can use to identify it: Technical specs for Google Nest cameras and doorbells. 
• Is there a status LED light visible on the device? If so, what color is it, and is it solid or blinking? 
• Are you using the Nest or Google Home app? 
• When did you first notice that it was unresponsive?

In the meantime, I’d suggest the following steps for your Google Nest Hub Max:

• Verify that the display's microphones are not blocked or covered.
• Make sure the device is powered by the provided power cord and is plugged directly into a working power outlet.
• Verify that the display microphone is not muted.

Additionally, you can check out this article to learn more on how to Get started with Gemini for Home features. 

I look forward to your reply so I can assist you further.

Best regards,

Stephanie

[Karmulian]

• It has been working fine for several years and has only recently stopped working a few months ago. Having performed a full factory reset on it last week it has not work.
• In the kitchen, on a counter, where is has always been and has historically worked
• quiet environment, where is has always been and has historically worked
• There is nothing covering the device
• Any commands to 'search' or 'play' no longer work, but had historically ' e.g 'Google how long to cook bacon' - I do not understand (worth noting that Gemini on my phone does seem to understand)

Camera

• It does not match this list, it is the camera function build into the Home Hub Max
• The led light is not on most of the time, when I turn the camera on the light goes green however no image loads and i am given 'retry' options - both through the Google Home app and the website
• Google Home App -Google Next Home Hub Max is not available in the Nest App. Following the factory reset, I have been unable to activate the camera, it fails repeatedly during the setup process it now shows permenantly offline/unavailable in the Home App
• It became unresponsive a couple of months ago

Meantime:

• I have confirmed the microphone is not blocked or covered - it works fine for turning other devices in the home app on an off
• The device is powered on, and into the working power socket it has always used. It would not respond at all without power
• the microphone is not muted, as above it is responsive to some commands just not anything related to google search

the Home Hub Max does not appear to have 'Gemini for Home' on it, its still the classic assistant. i subscribed to the public preview within the device before this post and has made no difference. I have been on the Early access programme a long time

[StephanieQ]

Hi @Karmulian, 

Thank you for the update and for providing those details. Now that I have that information, let's try some additional steps to troubleshoot this together: 

• Check your Personal results settings: Please ensure that Personal results are enabled for your device. Here’s how to Allow personal results on your speakers and displays. 

• Confirm if your question is being recognized: Use the voice command, “Repeat the question.” Then, check if the speaker repeats it back exactly as you asked it. If it doesn't match, try asking the question again. If the speaker still fails to recognize it, try speaking more slowly or rephrasing the question.

Regarding your Google Nest Hub Max camera, proceed with the next troubleshooting steps:

• Remove the device: If your Nest Hub Max is offline and assigned to a room, remove it from the app to refresh the connection: Open the Google Home app, tap Devices, and select your Google Nest Hub Max. Then, tap Settings, select Remove device, and confirm by tapping Remove.
• Reboot your Google Nest Hub Max: Reboot the device, then attempt to set up the camera again. For reference, you can find instructions on how to Reboot Google Nest or Home speaker or display.

In addition, please let me know the specific steps you performed to factory reset your Google Nest Hub Max, as well as your display firmware version. You can check this article on how to find your Google speaker and display firmware versions and release notes. 

Keep me updated. 

Best regards, 

Stephanie

[Karmulian]

• Personal results are on, and have always been. 
• Repeat the question results in 'I do not understand'
• As stated in my original post and follow up, I have already removed and factory reset the device
• I removed the device via Google Home App as you describe, I then factory reset by holding both volume buttons until the device reset, as per the instructions for the device. 
• I have reboot the device multiple times and attempted to retry camera configuration, it fails at the same stage every time. I add the code, it then hangs for some time and 'something went wrong' in the app. 
• The firmware is in my original post

[StephanieQ]

Hi @Karmulian, 

I appreciate your reply and the details provided. I understand that you’ve already tried some of these steps. To fully isolate the cause, we’ll need to perform them in a specific order. This includes resetting the device since we need to create a new home structure, which will help to isolate the issue. Please follow these steps: 

• Remove the Nest Hub Max from its current home structure. 
• Then, factory reset the Google Nest Hub Max. On the back of the device, press and hold both volume buttons together for about 10 seconds. Your device will let you know that it's resetting. 
• Create a new home structure in the Google Home app. For detailed steps, please refer to this article: Organize your homes and devices in the Google Home app. 
• Set up the Google Nest Hub Max and its camera on the new home structure. Here’s a helpful article on how to Set up your Google Nest or Home speaker or display. 

In addition, please consider sharing your thoughts and experiences by submitting feedback. We're looking for ways to improve our products. Follow these steps:

• Ask a question to your display. If you receive no answer, please submit feedback.
• Say “Hey Google, send feedback.”
• Record a message with the description of the issue, and include the words "Incorrect answer" or "Unable to answer" along with the question that you had asked.
• Make sure to include “no answer” in the description.
• Wait for the speaker or display to confirm that the feedback was submitted.

Please keep me posted on how it goes.

Regards, 

Stephanie 

[Karmulian]

I tried deleting and resetting it again, and adding to a new home.

Same issues, camera gets stuck during setup and GoogleAssistance cannot understand

[fluxx0r]

I have exactly the Same issue.. i dont know why

[StephanieQ]

Hi @Karmulian, 

Thank you for replying and confirming you followed the instructions provided; however, your camera is still getting stuck during setup, and Google Assistant is unable to understand your commands.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your Community thread and your Community username.

Keep me updated. 

Best regards,

Stephanie