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Look and Talk feature not working

jabisfab
Community Member

Hi,

I have just recently set up my new Nest Hub Max, and have set up Face and Voice recognition. I have also added the option for using Look and Talk, so I can skip saying 'Hey Google' and the hub confirms it is set up. BUT every attempt to use Look and Talk is not getting any response from the device. It shows my icon on the display that it recognises my face, and shows the colour wavy listening as I make a request, but then nothing, no response whatsoever. I have tried both English (UK) and English (US) language options and this makes no difference. It is on the Fuchsia version. Can anyone help with getting this Look and Talk feature to work please? It's driving me mad and have tried every suggestion I've found by searching the web. Hoping someone knows how I can get it to work, Thanks

1 Recommended Answer

Mlabrador
Community Specialist
Community Specialist

Hi jabisfab,

We have a quick update on this: our team is aware of this issue and working on a fix. In the meantime, we wanted to confirm that you were able to check the steps provided on this support article about Look and Talk to Google on Nest Hub Max. If so, please submit a feedback report by saying, "Okay Google, send feedback" followed by this specific keyword: "GHT3 Look and talk not working on Google Nest Hub Max". Thanks for bearing with us!

Best,

Nikki

View Recommended Answer in original post

25 REPLIES 25

Azarco
Community Specialist
Community Specialist

Hey jabisfab,

That certainly hasn't been easy for you — let me help you out.

Try toggling the "Look and Talk feature on your Google Home app.

  1. Open the Google Home app.
  2. On the Home screen, tap Settings.
  3. In the “Features” section, tap Google Assistant > Face Match.
  4. Find the name of the Nest Hub Max > turn off/on “Look and Talk.”

Make sure the Nest Camis turned off. Tip: If the Nest Cam is on, the light on the Nest Hub Max is green. Also, to use Look and Talk, face the Nest Hub Max from up to 5 feet (1.5 meters) away. Look at the camera at the top of the screen.

Let us know how it goes.

Best,

Alex

jabisfab
Community Member

Thanks for replying Alex, I have done all of the above several times, and done it again for good measure now. But Look and Talk is still not working,

With reference to the help notes on https://support.google.com/googlenest/answer/11410414?hl=en

I get the first two stages of the process of 'What the dots mean'. IE it is recognising me, and it knows that I am speaking. But it just stops at that, never goes to stages 3 and/ or 4.

James

Azarco
Community Specialist
Community Specialist

Hi there,

Thanks for the update. Other than the Look and Talk, are all other features of your Nest Hub Max working? Are you using a private home network?Make sure it's within 15-20 feet of your router. Rebooting your Nest Hub Max and router might help too.

Keep us posted.

Regards,

Alex

I am also having issues. Like janes I have turned everything on  it recognizes me in every way and even did a factory reset. Still not working. 

Muddi
Community Specialist
Community Specialist

Hey jabisfab,

How's it going with your Nest Hub Max? Let us know by updating this thread and the Community will be happy to lend a hand.

Cheers,

Muddi

jabisfab
Community Member

Still not working, I have contacted Google support direct.

Mlabrador
Community Specialist
Community Specialist

Hi jabisfab,

Yikes. Could you provide the case ID of your interaction from our support team so I can have it reviewed?

Best,

Nikki

The reference / case number is 9-4607000033529

Mlabrador
Community Specialist
Community Specialist

Hi jabisfab,

We have a quick update on this: our team is aware of this issue and working on a fix. In the meantime, we wanted to confirm that you were able to check the steps provided on this support article about Look and Talk to Google on Nest Hub Max. If so, please submit a feedback report by saying, "Okay Google, send feedback" followed by this specific keyword: "GHT3 Look and talk not working on Google Nest Hub Max". Thanks for bearing with us!

Best,

Nikki

Hi Nikki

 

I have done as you requested above to send the feedback.

Regards

James

Mlabrador
Community Specialist
Community Specialist

Hi all, 

 

@jabisfab, thanks for sending the feedback. 

 

@tamlittle, you can also send us feedback so our team can take a look into it. 

 

I'll be keeping this thread open to check if other users have the same concern. 

 

 

Best, 

Nikki 

Jake
Community Specialist
Community Specialist

Hey there,

 

I wanted to check in and see if everything is good to go from here. Please let me know, as I would be happy to answer any questions you may have.

Best regards,
Jake

jabisfab
Community Member

No changes to report. still not working. 

tamlittle
Community Member

Figured it out. Had the nest cam on. Took it off and all is well. 

I had checked that, my nest cam is off.

Azarco
Community Specialist
Community Specialist

Hello folks,

 

There's a recent update on the production firmware version of the Nest Hub Max, could you provide us the version of your display? Also, please reteach Google Assistant to recognize your voice with Voice Match. See the steps here.

 

Thanks,

Alex

Dan_A
Community Specialist
Community Specialist

Hi folks,

 

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

 

Cheers,

Dan

jabisfab
Community Member

Thanks for checking Dan, but Look and Talk is still not functioning, but tbh I have given up trying now,  Not worth spending more time on it just to prevent the need for saying Hey Google. 

Dan_A
Community Specialist
Community Specialist

Hi jabisfab,

 

We're sorry for the inconvenience and we really appreciate your  patience but, upon checking, our team has already sent you an email. Did you receive it? If not, please let us know for us to send a follow-up. You can continue the conversation there for more details and troubleshooting.

 

Keep us posted.

 

Best,

Dan

Dan_A
Community Specialist
Community Specialist

Hey there,

 

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

 

Regards,

Dan

jabisfab
Community Member

Thanks for checking Dan, but as stated previously Look and Talk is still not functioning, I am no longer worried although disappointed, as its not worth spending more time on it just to prevent the need for saying Hey Google. 

0 Kudos
 

Dan_A
Community Specialist
Community Specialist

Hello jabisfab,

 

Apologies for the delayed response. We wanted to know how the behavior of the Look and Talk function on your Nest Hub Max is doing. Is it still not working as it should be? 

 

Kind regards,

Dan

jabisfab
Community Member

Same as before - not responding. Please don't worry - I can easily say Hey Google to get anything done.

Dan_A
Community Specialist
Community Specialist

Hey there,

 

We're waiting for an update from our team and during that time, we'll keep the thread open.

 

Thank you for your understanding and patience.

 

Cheere,

Dan

Duazza27
Community Member

I am having the same problem. The dots appear as if it in listening but won’t action what I ask. Has there been an update?