Nest Hub Max “ I Don’t Know Where to Play the Video”

[pfountain]

I just got my Nest Hub Max for Christmas today and when I try to open YouTube, I get the audio from the title.  It also asks me to specify the exact screen.  I tried factory resetting multiple times, tried renaming the device multiple times, I’ve tried setting the display to my default display, and I’ve tried using voice commands, none of which worked. It’ll play the YouTube videos in the Media Tab though.  Is there a fix for this?  I asked for this to be able to watch cooking videos in the kitchen so if it can’t work, then we’re returning the unit.  Any help is appreciated.  

[Danielswift]

I am having this EXACT same problem. Hopefully someone knows of a fix? 

[Borden86]

Same freaking issue! Bought it for my son  to watch his YouTube videos on to stay off ours. Yet it’s not playing any videos and I keep getting the same response. 

[pfountain]

So now it randomly works.  Didn’t do anything with it, it just decided to start behaving.  

[Dan_A]

Hi folks,

@pfountain, that's awesome! For a while there, Google is doing their best to find a fix on this issue and that might have been it. We really appreciate your patience and not giving up.

@Danielswift, @Borden86, how is it? Have you tested it out? Tell us how it goes.

Best,

Dan

[Danielswift]

I still get the same error when I say "open YouTube". However, when I say "open YouTube on living room" (the name I've given my Nest hub) it displays a message that says:

"You can cast videos from your phone to this display, or you can ask me to help instead. To browse YouTube videos on your Smart Display, say something like, "Show me yoga videos." To play a specific video you can say "Show me 'All of Me' by John Legend"

At the bottom of this message there is a button that says "Show me YouTube" and when clicked it takes me to what looks like a very watered down version of YouTube that just shows "Recommended" at the top and a list of videos, but no search function. 

[Dan_A]

Hi Danielswift,

I understand. It would help a lot if you could do a sequential reboot first. Unplug the power cord of your router followed by your Nest Hub Max. Plug them back in after 3 minutes or 5 minutes tops. Restarting your phone might also help.

Regards,

Dan

[Borden86]

Nope mine still doesn’t work! I can’t watch anything when I press the actually app. Netflix YouTube etc still same message. I’m getting real impatient and more upset the longer I keep this piece of crap in my home! I want my money back and I’m afraid to go buy a new one bc this is a GOOGLE ISSUE not an isolated issue with one device. I’m very upset this ruined the Christmas gift for my son. 

[Dan_A]

Hey Borden86,

Apologies! That's not the experience we want you to have. It would help us a lot if you could first try the steps above and tell us how it goes.

Thanks,

Dan

[Borden86]

I’ve done ALL of that I also have an open and UNRESOLVED ticket with you guys at Google. My last email has YET to be responded to and I was told a replacement would be sent. Sounds like y’all say whatever sounds good and never follow through on that end. I gave all my information requested to have a new one sent and nothing was said back to me. I also made it very clear I do NOT want any refurbished devices being sent to me as a replacement either. I bought a brand new never used one and that’s how I should get my replacement!!! 

[Dan_A]

Hi Borden86,

Apologies for the inconvenience. We'll send them a follow up. In the meantime, check your email from time to time for their response.

Regards,

Dan

[Dan_A]

Hi folks,

A heads up ― our team is already aware of this and currently investigating this issue. We're sorry for the trouble this has caused you. In the meantime, please send a feedback so we can gather data to help us resolve the issue.

1. Turn on device usage data and crash reports:
 

• Open the Google Home app.
• Select the Nest Hub Max device card.
• At the top-right, select Settings and then Recognition and sharing.
• Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)
  Note: For iOS devices, turn on Send device usage and crash reports.

2. Reproduce the issue (tap the an App on the display) then after the issue occurred, immediately send feedback from the Nest Hub Max/Nest Hub device by saying "OK Google, send feedback" then say the feedback keyword "GHT3 Unable to launch Youtube from App launcher"

Best,

Dan

[dahai8]

Any updates at all!?!
This has been going on for months now and I'm about to set my hub on fire and post it on YouTube. This is rediculous

[Muddi]

Hey dahai8,

Sorry for the inconvenience and thanks for your patience. Our teams is still working on this issue. I'll make sure to update the thread as soon as I learn more information.

Cheers,

Muddi

[Princesss]

Hi 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

[dahai8]

No. It did not magically fix itself. Why would you think it would?

It's still broke. Users still upset

[Muddi]

Hey folks,

We appreciate your patience. Our team is still working on this issue. I'll update the thread again once I have a new information to share.

Cheers,

Muddi

[Muddi]

Hey everyone,

I'm just checking on this thread to see if anyone is still experiencing issues with Netflix on the Nest display. Feel free to update the thread so we would know how to proceed.

Cheers,

Muddi

[foggymedia]

I got my husband one for Christmas and it has worked fine until this morning. All of a sudden we kept getting this resposne when trying to play YouTubeTV.  What ended up working for us was changing the name of the Nest Hub to something discernibly different than its old name (ours is in the kitchen and used to be called Kitchen Hub, I think). I don't know if it couldn't handle the similarities because kitchen is also the name of the room, but now the Nest is called Dave. You better behave this time Dave or its curtains for you.

[Dan_A]

Hi foggymedia,

You might probably be the hero we needed. Thank you so much for sharing your resolution here in the Community so that other Community members can see and try.

@All, have you tried changing the name of your device to something simple but unique? Here's how:

1.  Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app.
3. Touch and hold your device's tile.
4. In the top-right corner, tap Settings > Device information > Device name.
5. Enter a new name > tap Save.

Once the name is changed, reboot your Nest displays for about 2 minutes and see what happens.

Best,

Dan

[dahai8]

This is one (of many) things I initially tried. It was named "Living Room Display" so I changed it to just 'Hub" , rebooted. Unplugged. Waited 10 minutes. Plugged back in. SSDD (ie: still doesn't work)

[Dan_A]

Hi dahai8,

I do know that the concerned teams are aware this is happening. Another thing that is helpful is for you to send feedback about this via your Home device. Just tell your Nest device or the Google Assistant on your Google Home app to share feedback and then record your message. I really encourage anybody that is experiencing this issue to do that.

In the meantime, since others are already working, it would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router followed by your Nest speakers.
2. Plug them back in after 3 minutes tops.
3. Restarting your phone might also help.
    

If the issue persists, click on this link to see how to factory reset your Nest Hub, reverting it back to its original settings. Set it back up once done.

Kind regards,

Dan

[foggymedia]

Well, my "solution" stopped working after a day. It's really obnoxious how Google encourages us to set up all these routines and then they just randomly stop working. Computers aren't supposed to arbitrarily execute commands. For the record, the only "short term" fix I have encountered has been factory resetting our device. We are on the 5th reset in a week.

I can't believe I'm actually saying this but I fully regret going neck deep in Google's ecosystem based entirely off privacy concerns, since Amazon & Alexa were rated the least private of all the ecosystems. Everyone I know with Alexa products are practically smitten, meanwhile those of us with clunky Nest Hubs/Nests/Minis are chock full of frustration and complaints about inconsistent functionality. I had to power cycle a Nest Mini today because turning the microphone back on decided to not work anymore and it was permanently muted. I disconnected my husband's Nest Hub from my account because I'd be in the bedroom doing voice commands and it responds all the way over in the kitchen, wtf? I'll give you two guesses what happened next.  If you picked "disconnecting yourself did nothing because it still responds to your voice" then you are correct! Despite issuing a command quietly and the nearby Mini indicating my voice was being recorded, it still responded to me from across the house! I couldn't understand what it said, so this has all been rather delightful.

Unfortunately it's too late to return anything so I think I'll smash these devices with a hammer and when I save up enough to fully replace G-Ass with Alexa products, I'm going that route. Google's line of products have been out for YEARS< there is no excuse for the app to be so poorly optimized. Desktop browser site is restricted to cam views, mislabeled albums (especially bootlegs), YouTube TV is the most poorly integrated native app I have ever experienced. It's clunky and slow. Connectivity to YouTube TV will randomly give out saying you have to pay to view the channel (we pay a monthly subscription...), 

[Muddi]

Hey foggymedia,

Sorry for the delays. Please note that our team is already on top of this. We appreciate your patience, and rest assured that we'll update the thread as soon as we have more information to sare.

Cheers,

Muddi