Nest HUB MAX no longer able to receive or make video calls

[MarioSantoyo]

Hi there!

We've been heavily using the nest hub max to communicate with my parents back at home. But since october 2023 it stopped receiving or making any video or audio calls. Our parents tap on our contacts within the hub display and the assistant after a while says "there's been a glitch". And if we call the call never reaches the Hub instead it rings on their phones. 

What we have tried so far:

- Factory reset and reconfigured the hub: FAILED

- Link and unlink and link duo through google home app on ios: FAILED

- Speaking the following command to the hub "make a video call using duo to XXXXXX"

Nest is running latest firmware + Fuchsia 

12.20230611.1.67 

We've searched your forums and followed all available instructions to no avail. Sadly the Hub is now a brick for us since its primary function is wholly broken, hopefully there is something we've missed and we can make it work once again.

[Juni]

Hi MarioSantoyo,

Thanks for reaching out and for being a step ahead of us. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Regards,

Juni

[Juni]

Hey MarioSantoyo,

Hello again; we haven’t seen your form submission come through. Were you able to access it okay? Let us know if you’re running into trouble or still need our help!

Thanks,

Juni