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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

2 Recommended AnswerS

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

jabisfab
Community Member

UPDATE - LOOK & TALK NOW WORKING.   I discovered today that I no longer have to say Hey Google, as I tried the Look and Talk feature again and found it is now working.  Let's hope this remains so.   

View Recommended Answer in original post

42 REPLIES 42

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. 

Geoffx
Community Member

I'm having the same issues.

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. 

Why was this marked as a solution?

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? 

Azarco
Community Specialist
Community Specialist

Hello Duazza27, 

 

We're sorry for the inconvenience. Have you had the chance to try the steps shared above? If so, please be advised that our team is still working on a fix. We would appreciate it if you can send your feedback using your devices or in the Google Home app. Here's how

 

Thanks for bearing with us.

 

Regards,

Alex

Princesss
Community Specialist
Community Specialist

Hello there,

 

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

It still doesn't work. As per my previous responses,  I can easily say Hey Google first to get anything done.

Princesss
Community Specialist
Community Specialist

Hey folks,

 

Apologies for the late response. Could someone confirm here if these steps will work?

 

If Google Assistant doesn’t respond when you use Look and Talk, try the following steps:

  1. Check that Look and Talk is still turned on
  2. Teach Google Assistant to recognize your voice 

Let us know how it goes.

 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

We appreciate your patience. Our team is getting similar reported issues regarding this.

 

To help the team investigate the issue further, please send feedback on your devices. You can say, "Hey Google,send feedback," followed by the keywords: GHT3 Look and Talk not working. Also, make sure to enable the device usage and crash reports on your devices before sending feedback. Learn more about how to send feedback on our Help Center.

 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi folks,

 

We just want to check if you have seen our response posted above. Have you already sent a feedback?

 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi everyone,

 

Can someone confirm if you're done sending the feedback using the instructions posted on the previous post?

 

Best,

Princess

Geoffx
Community Member

Hi Princess,

I have just sent the report - Hey Google,send feedback," followed by the keywords: GHT3 Look and Talk not working. 

Geoffx
Community Member

There are several people, me included who have the same problem.  Please leave the thread open until we get a satisfactory fix to the problem which appears to be a bug - users have followed the instructions, turned off their Nest cams, retrained their voice, face, etc but still not working.  My Nest Hub Max recognises me (dots in top left corner) but doesn't move to the next stage.

John_Pretcher
Community Member

Well.. at least I know I'm not the only one now.. seems it's happening to a lot of us.. seems it is one of those features that doesn't work, all the same situations but alas no result.. I actually came here to see if someone knew why it wasn't working lol

Nitrox72
Community Member

+1 for me, same problem. It worked perfectly when I first set it up but now I have the exact issue above. If I say "Hey Google" it works fine. I've also tried all the suggestions above - restart Max, retrain the voice model, turn face on/off but no joy. This is very annoying as it's the one feature that had me choose the Max over the standard 😒

itm
Community Member

+1 for me. I've just set up a new Nest Hub Max and I can't get it to work. I see the wavy dots when I look at the Hub, and visually they seem to react to my voice, but never respond. "Hey Google" works fine. I've tried changing the language to "English (US)" (even though I'm based in the UK). I've also tried turning off the Nest Cam, but when it's turned off the Hub stops recognising my face (I no longer see the wavy dots on the top left when I look at the Hub).

I guess this feature is broken?