My Nest Hub Max thinks it hears someone frequently

[TJKollar]

I've had a Hub Max for about a year now with zero problems. That is until this week. Now the device frequently thinks it hears someone which in turn trips my Nest Secure alarm. This is quite annoying and I have had the police even swat my entire house thinking there was an intruder. Since that event, I have not activated my Secure. Any thoughts on how to resolve this? Has there been a recent update that is triggering this? I really like to get this fixed. Not having my alarm set make me feel really uneasy when I am not at home. 

[Muddi]

Hey TJKollar,

Thanks for visiting the Community.

I know how challenging it is when you're experiencing issues with your Google Nest Hub Max - help is here.

A few questions:

• Does it regularly randomly trigger or is this a one-off occurrence?
• Does the issue occur during a particular time of day or does it occur randomly?
• Is there a chance that something touched the top surface of the display?
• Are you watching TV when the device randomly turns on? Was there a Google TV commercial playing at the same time? 
• Do you have a conversation that mentioned Google?
• What kind of environment does the device fail in? For example: noisy, normal, quiet.
• Where is the device placed? For example: By itself, up against the wall, next to a window, next to a TV or audio speaker.
• Is there anything covering, touching, or intermittently brushing against the device?

Looking forward to your response.

Cheers,

Muddi

[TJKollar]

Thanks for responding back. I have tried a reset and to no avail it did not change anything. 

To answer your questions.

• Does it regularly randomly trigger or is this a one-off occurrence?
  • Regularly triggered 
• Does the issue occur during a particular time of day or does it occur randomly?
  • Randomly
• Is there a chance that something touched the top surface of the display?
  • No change in placement or surrounding areas
• Are you watching TV when the device randomly turns on? Was there a Google TV commercial playing at the same time? 
  • No this happens when I am not at home. No TV or radios playing
• Do you have a conversation that mentioned Google?
  • Nope
• What kind of environment does the device fail in? For example: noisy, normal, quiet.
  • Normal kitchen environment
• Where is the device placed? For example: By itself, up against the wall, next to a window, next to a TV or audio speaker.
  • Countertop in a corner
• Is there anything covering, touching, or intermittently brushing against the device?
  • Nope, all free and clear.

[Muddi]

Hey

Thanks for sharing that information. Please check "My Activity" to check what your Nest Hub Max heard at the time the issue occurred. 

To check audio recording in My Activity:

1. Open the Google Home app .
2. At the upper-right, tap the account icon.
3. Verify that the Google account on screen is the one linked to the speaker or display. To switch accounts, tap the dropdown arrow, then choose another account or Add another account .
4. Select My Activity. Note: This opens a list of all recent voice commands the customer has given.
5. Identify the most recent command that generated a failed response. 
6. Tap the Play button on the query card (have them play a few) to confirm from "My Activity" what the speaker or display heard at the time the issue occurred.

Keep us posted

Cheers,

Muddi

[TJKollar]

The device is linked to my Google account and reports the voice commands that I executed. However, it is not showing any activity for "Device thinks it hears someone" as it reports to my phone. 

[Muddi]

Hey TJKollar,

Thanks for the update. To confirm, are there other people in the house that can cast or control the device? Also, have you tried resetting your Nest Hub Max to see if there are any changes in the behavior? If not, please follow the steps below:

1. Remove the device from the old Home.
   1. Open the Google Home app.
   2. Tap the device > Settings > Unlink or Remove device > Unlink or Remove.
2. Perform a factory reset on Nest Hub Max. To do this, hold the volume up and volume down buttons for 10 seconds.

Keep us posted.

Cheers,

Muddi

[Muddi]

Hey TJKollar,

I just wanted to follow up on this. Are you able to check "My Activity" on the Google Home app?

Looking forward to your response.

Cheers,

Muddi

[Muddi]

Hey TJKollar,

Just 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.

Cheers,

Muddi

[Jake]

Hey TJKollar,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake