Issues playing calm

[PenguinLindsay]

I go to the wellness section on the hub and try to play a meditation. When I click on the meditation, it looks like it is going to play, doesn't and then just goes back to the screen with the selection of meditations. I have linked my calm account and restarted the nest hub. Any ideas on how to get it working? 

[Muddi · Accepted solution]

Hey folks,

Just a quick update. Our team is now investigating this issue and we wanted to hear fresh feedback from you. Please follow the steps below on how to send feedback.

1. Turn on device usage data and crash reports:

1. Open the Google Home app
2. Select the Nest display device card
3. At the top-right, select Settings and then Recognition and sharing.
4. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)

2. Replicate the issue and send feedback:
 

• Okay google start a meditation
• They should see a featured meditation
• Tap one of the options and see if the meditation will play
• If it won't, let them send a feedback
• "OK Google, send feedback" then say the feedback keywords "GHT3 meditation not working"

Let me know once they're done.

Cheers,

Muddi

[Muddi · Accepted solution]

Hey folks,

Sorry for the inconvenience and thanks for your patience. Our team already reached out with our partner app (Calm Meditate) and just waiting for an update from them. I'll update this thread as soon as I have more information to share.

Cheers,

Muddi

[Juni]

Hi PenguinLindsay,
 

Thanks for posting. 

We understand your concern, let me assist you. Try to unlink and relink Calm and see if it will make any difference. Please check this helpful link. 

Let me know how it goes.

Regards,

Juni

[PenguinLindsay]

Hello, 

Thank you for response. 

I have un-linked the account and relinked it twice and using a different calm account and neither work. It doesn't work when no account is linked either. 

[Juni]

Hi there,

Thanks for trying that. Let’s go ahead and perform a full reset, then link your Calm account again and see if this will fix the issue. 

Thanks,

Juni

[JudyJetson]

I'm having the same exact issue and have tried everything listed above, and it's still not working. 

[Muddi]

Hey JudyJetson,

Chiming in, could you try these command and let us know if you are able to use the service: "Hey Google, talk to calm."

Let me know how it goes.

Cheers,

Muddi

[JudyJetson]

Hello,  when I used that command, it did ask me if I wanted to mediate or sleep and I was able to play a mediation/story. However, if I try to access through the Wellness menu at the top, it does bring up choices but when I choose one to play, it briefly shows the play button but goes right back to the selection of mediations and does nothing.

[Muddi]

Hey JudyJetson,

Got it! Do you have the same issue with other services under the Wellness Menu?

Cheers,

Muddi

[JudyJetson]

I only see "meditations to try" under the Wellness Menu. Nothing else. 

[Pretty-lady]

Mine has down the same thing since I got my Google nest hub. I reset it. Unlinked calm. Relinked it. Still does the same thing. 

[PenguinLindsay]

Hello,

It works when I say "Hey Google, talk to calm." I have no other issues using other services in the wellness menu 

[Muddi]

Hey folks,

I appreciate your patience. Just an added question: what country are you located in? Also, could tell us the specific Nest display that you have and the current firmware version.

Cheers,

Muddi

[JudyJetson]

I'm in the United States, have the 2nd Gen, and the firmware version is 309385

[Pretty-lady]

I’m in Canada, 2nd gen. firmware 1.56.309385

[PenguinLindsay]

I am UK, 2nd generation and firmware 1.56.309385

[Princesss]

Hey folks, 

Thanks for the info you've shared. We'll check this with the team so we can further isolate the issue. For the meantime, can anyone try to command your phone using Google Assistant to see if you will also get the same results as what you're getting when you try to ask your Google Nest speakers to play "Calm"?

Keep us posted.

Best,

Princess

[Muddi]

Hey folks,

I just wanted to check if someone tried the suggested steps above? Let us know how it goes so we would know how to proceed with the investigation.

Cheers,

Muddi

[JudyJetson]

Tried "Ok Google, talk to Calm" on my phone and it worked fine. 

[Muddi]

Hey JudyJetson,

I appreciate the update. I already forwarded all the information to the team, and I'll get back on this thread once I have additional information to share.

Cheers,

Muddi

[Muddi · Accepted solution]

Hey folks,

Just a quick update. Our team is now investigating this issue and we wanted to hear fresh feedback from you. Please follow the steps below on how to send feedback.

1. Turn on device usage data and crash reports:

1. Open the Google Home app
2. Select the Nest display device card
3. At the top-right, select Settings and then Recognition and sharing.
4. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)

2. Replicate the issue and send feedback:
 

• Okay google start a meditation
• They should see a featured meditation
• Tap one of the options and see if the meditation will play
• If it won't, let them send a feedback
• "OK Google, send feedback" then say the feedback keywords "GHT3 meditation not working"

Let me know once they're done.

Cheers,

Muddi

[JudyJetson]

I've done the above steps and sent the feedback report 

[Muddi]

Hi JudyJetson,

Thanks for sending feedback. I'll let the team know about this. I'll get back on this thread for updates.

Cheers,

Muddi

[Pretty-lady]

I have done what you had asked. 

[Muddi]

Hey Pretty-lady,

Thanks for sending feedback. Please continue to follow this thread for updates.

Cheers,

Muddi

[Muddi]

Hey hankpunk,

To confirm, have you sent a feedback? If not, please do so by saying, "Hey Google, send feedback," followed by the keywords: "GHT3 meditation not working" Visit this link for more steps.

Let me know once done.

Cheers,

Muddi

[hankpunk]

When I say it back to google hub, it translates as "GHT three meditation not working"

[hankpunk]

I'd like to subscribe to CALM, but at this moment, I won't since I can't play it back via google hub

[hankpunk]

However, "Ok Google, talk to Calm" it works, but it doesn't really give me much options. If I'm a subscribing member, are there more? 

[Muddi]

Hey hankpunk,

Thanks for sending feedback. I'll update the thread as soon as I got more information about this.

Cheers,

Muddi

[hankpunk]

I've reproduced this on two google hubs

[Kokaneelight]

I am also having issues connecting my calm account. I sent in the feedback as requested.

[Muddi]

Hi Kokaneelight,

Perfect! I appreciate it. We're still looking into this issue, and rest assured that I'll update the thread as soon as I have more information to share.

Cheers,

Muddi

[nswilson8]

I just submitted feedback via my nest hub and nest hub max as the meditations are not working on either device. I'd really love to see this feature fixed.

[Muddi]

Hey nswilson8,

We appreciate it. Please do not hesitate to update the thread in case you notice a change on your device behavior.

Cheers,

Muddi

[Muddi]

Hey folks,

I'm checking in on this thread since it's been a while since it was last updated. There's no new news to share at this time, but I'll continue monitoring the thread and updating it as I know more.

Thanks for understanding.

Cheers,

Muddi

[nswilson8]

Thanks for the update. 

I continue to experience the issue on both my hub and hub max on a regular basis. I just tried it again on the hub max today and it is still broken.

[Muddi]

Hey JTon0295,

We're on top of this, stay tuned!

Cheers,

Muddi

[Muddi · Accepted solution]

Hey folks,

I have some great news to share! This issue should now be resolved and you can play and listen to calm music on your devices as normal. If for some reason you’re still experiencing problems, please update this thread and let us know.
 

Cheers,

Muddi

[X99]

it’s working for me now. Thank you 🙏 

[Wink]

The stock mediations load and play. I have linked my google hub to my Calm account. Should I have access to all of the available meditations that come with my membership?