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Hub max software

Paul5
Community Member

Hi , 

I have a nest hub max which I've had a couple of years and to be honest it doesn't seem to work as well as the smaller nest hub which we have in another room. It doesn't always understand simple commands and " there is a glitch try again " is getting irritating to the point the wife wants to use Alexa! I've just checked the software and it doesn't seem to be up to date is there anyway I can up date it or is there something I can do

 to improve it before Alexa moves in...

Below are my software versions and latest version from Google help website

Technical information

System firmware version: 295071

Cast firmware: 1.56.295071

Language: English (United States) Country code: GB

Current production firmware version 

Google nest hub max 1.526.290465

Thanks Paul

 

 

 

20 REPLIES 20

Azarco
Community Specialist
Community Specialist

Hey Paul5,

 

Thanks for reaching out. Sorry for the trouble this has caused you, let me help you in checking what's going with your Nest Hub Max.

 

A few questions:

 

  1. When did the issue start?
  2. Are your devices within 15-20 feet of your router?
  3. How random is it happening?
  4. Are you using a private network?

Give these steps a try:

 

  1. Reboot your Nest devices and router to refresh the connection.
  2. Try resetting your Nest Hub and Nest Hub Max. 

Let us know how it goes.

 

Best,

Alex

Paul5
Community Member

Hi, 

I bought the nest max about a year ago and it has never worked as well as the smaller nest hub . Both devices are a similar distance of around 10ft away from the router. 

It's fairly random but quite regularly says " there's a glitch"

And I'm not using a VPN .

I did a reset on the max before writing the post and the software is not the same as on the nest help website.

Thanks for any help you can give , Paul 

Azarco
Community Specialist
Community Specialist

Hi Paul5,

 

Thanks for the update. Let's check these settings:

 

Be sure to enable or disable the following router settings to allow Google Home to communicate properly with your router and network. All routers are different, so each setting may or may not appear on your particular router (or may be named differently).

Keep in mind that resetting or making changes to your router settings may have unintended consequences. If you need help or have questions/concerns, contact your router manufacturer or internet service provider (ISP).

 

  • Enable: Universal Plug and Play (UPnP), multicast, Internet Group Management Protocol (IGMP)
  • Disable: AP/client isolation, virtual private networks (VPNs), proxy servers, IGMP Proxy. VPNs and proxy servers should be disabled on your computer as well (if applicable).

Let me know how it goes.


Best,

Alex

Paul5
Community Member

Hi 

With the aid of Google and searching round the router settings I believe everything is on/off that you have said. Checked today and software is still not up to date. Did check the 2 other devices in the house and those 2 do have the latest software.

Thanks Paul 

Azarco
Community Specialist
Community Specialist

Hey Paul5,

 

Thanks for keeping us in the loop.

 

Just to check, could you please provide us the cast firmware version of the affected device. Also to isolate, is there any way that we can try setting it up using a mobile hotspot? Let's have a separate phone that will serve as a source of internet (mobile hotspot) and the other phone as your set up device. Connect your set up device to the other phone's mobile hotspot and let's attempt to set up the Google speakers on that network and let's see if it will connect.

 

Best,

Alex

Azarco
Community Specialist
Community Specialist

Hey there,

 

Just checking in to make sure that you saw our response. Feel free to respond to this thread if you have additional questions or concerns and I'd be glad to answer it for you.

 

Thanks,

Alex

Paul5
Community Member

Hi , 

Sorry been a busy week , this is the cast firmware version. 

Technical information
System firmware version: 295071 Cast firmware: 1.56.295071 Language: English (United Kingdom)

I've not been able to to try connecting the hub to a new WiFi network , I'm not really a techy person but not sure how this will help. Mostly when the hub replies " there was a glitch" it's when it's asked to perform a routine which I assume now wont work. Ive also noticed that since performing a full reset last week the hub gets stuck on this menu (see picture) (and only in the evening! Scrolls fine all day)  instead of scrolling through photos. 

16529893702935215153048236599338.jpg

If you still think connecting to a different network will help I will give it a go over the weekend.

Thanks for helping Paul 

 

 

 

 

Azarco
Community Specialist
Community Specialist

Hey Paul5,

 

Appreciate your update.

 

Connecting to a different network will help us dig deeper on what's happening with your device and to check what's the next step we need to do. We'll be waiting for your update.

 

Kind regards,

Alex

Paul5
Community Member

Hi Alex 

I selected forget WiFi in the home app, set up my phone hotspot and have successfully connected the max to my phone's hotspot , also disconnected phone from the WiFi first, connection was straight forward and all seems to be working . What next,

Thanks Paul 

Azarco
Community Specialist
Community Specialist

Hi Paul5,

 

Thanks for letting us know. 

 

Since you're connected your Nest Hub Max to a different network, are you getting the same result when using voice commands? 

 

Best,

Alex

Azarco
Community Specialist
Community Specialist

Hey Hi Paul5,

 

I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.


Thanks,

Alex

Azarco
Community Specialist
Community Specialist

Hey Paul5

 

Bumping in to make sure that you saw our responses. I'll be locking this thread if we won't hear back from you again in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

 

Kind regards,

Alex

Paul5
Community Member

Hi 

So I connected the hub to my phones hotspot for a day or so and all seemed to be  working ok so I reconnected back to the home WiFi. Tbh it has been working ok since.

The cast firmware still isn't up to date though, (my hub mini in the kitchen did receive an update over the weekend though) and since doing a full reset the max no longer recognises my wife's face or voice we've been through as many settings as possible but it won't recognise her. 

This coming weekend we are switching ISP and getting a new router etc. I may reset the hub again and use her phone (apple) to set up the hub to see if that cures it.

Thanks

 

 

Azarco
Community Specialist
Community Specialist

Hey Paul5,

 

Thanks for letting us know.

 

Hope that switching your ISP helps. You can try inviting your Wife as a home member so that she will be able to link her own account to your Nest Hub Max. Check this guide for more information.

 

We'll be waiting for your update.

 

Best,

Alex

Paul5
Community Member

Hi 

She's already a member in the home and it used to work before reset .

In assistant settings

 Personal results

On
Face Match
On
Voice Match
On

 

Azarco
Community Specialist
Community Specialist

Hey Paul5,

 

Got it. Could you try removing her account and voice from the Google Home app?

 

Let me know how it goes.

 

Thanks,

Alex

Paul5
Community Member

Hi Alex 

Thanks for your help but she doesn't want to remove her account as it does work in the kitchen on the nest hub and doesn't trust it will work again so I think I will leave that alone .

I'm still left asking after all this why is my hub max cast firmware(Cast firmware: 1.56.29 5071) not up to date as per the Google support website 1.56.290465.

Thanks

Azarco
Community Specialist
Community Specialist

Hey Paul5,

 

Understood. About your device firmware, the current or latest firmware update that we have is 1.56.290465. The updates will always be the production firmware version so rest assure that your device is on the latest update.

 

Best,

Alex

Azarco
Community Specialist
Community Specialist

Hey Paul5,


Checking in if you still need help with this? Feel free to respond to this thread if you have additional questions or concerns and I'd be glad to answer it for you.

Thanks,
Alex

Azarco
Community Specialist
Community Specialist

Hey Paul5

 

Just checking in to make sure if everything is sorted out. I'll be locking this thread if we won't hear back from you again in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

 

Kind regards,

Alex