Nest Hub Max Microphone Volume Extremely Low

[PretzelMan]

I have a Nest Hub Max

If I monitor the camera, the audio is very, very low.  This is NEW.

I used to be able to hear sounds easily if I monitored the camera.  Yesterday, the sound was extremely low.  I thought it was off, but if I put my ear to the speaker on my phone, I could hear faint sounds.

I checked all settings and even did a factory reset of the Hub Max.  Still almost zero sound.  I tried this on both my phone (Adnroid) and iPAD (IOS).  It was the same on both.

If I say "Hey Google..." the Hub hears me.

Any advice is appreciated.

[Frustrated12345]

I'm having the same issue.

Low audio on camera live view and recording.

Tried everything, nothing has worked from my end.

[Virtualskies]

Still waiting for a solution to this issue.   Worked fine until the update.   Shouldn't take this long to provide a fix!  Hub Max has become useless.  Worked as intended for over a year and then came the update.   All other cameras were not affected.  Like buying a Tesla and then an update locks the steering wheel!!! 

[Virtualskies]

Purchased at Costco.  They are really good at taking returns of defected items.   Perhaps if enough of us return these useless cameras.......

[trivitron]

Any update as this is over 4 weeks old? 

[carlk]

They just came out with a partial fix for the Nest Router, which was reported a year ago and has a lengthy discussion in the Google forum, so we will see if this has a similar timeframe.  Of course, they didn't have a fix for the wired doorbell battery issue other than, "go buy another one". As you can see, my faith in Google hardware support is waning...

[garden]

Yes!!! Google- talk to your customers- let’s go !!!

[bk88]

Muddi,

Any hope???

[Virtualskies]

This is taking a long time to rectify. Considering it is definately an across the board issue for Hub Max and a similar time line for the start of the issue it can't be viewed as coincidental....

[carlk]

This should not be labeled as an answer since we are still waiting for a solution from Google.

[Hyal]

I'm having the same issue, I called Google multiple times, they can't fix the problem. Probably incompetence or they don't understand what they have built. Can you read all the complaints and find a solution? 

[clufree]

Great Idea here is my firmware

System firmware version: 10.20221207.2.109
Cast firmware: 1.68.353511

[carlk]

I have been on an ongoing discussion with the senior support team with no resolution so far. Obviously, this isn't a hardware issue since so many people have the same issue that started at about the same time. Something happened on the dev side that has caused this. In our household, we have 7 cameras and the Hub Max is the only one experiencing this. The sound when recording or watch the live stream is either no existent or so low that you need up turn the volume up to the full amount and still barely hear very loud noises. Low or normal voices can not be heard and it doesn't pick up ambient sound. Very annoying since it is worthless for security purposes now.

[NestProblems]

I checked and am also not enrolled in the preview program. It is giving me the option to join though, which I won’t.

[jlcerdajr]

I have the full monitoring package with 60 day event and 10 day live video record. Still have the issues

[YotaBoonie]

I'm not on the preview program and have all the same issues.

[c0r3yz]

We are not in the preview or any beta program either and never have enrolled this device in that at all.

[NestProblems]

It could be red herring. Possibly the new one from Best Buy didn’t get that April update (probably been on the Best Buy shelf since March or earlier) and so it worked. Then he joins the preview program which immediately makes sure it’s got all the recent regular updates and if it doesn’t it immediately starts that download in the background. So it seemed like it was the preview program but really it was just the latest update. This is my best guess what happened to that person.

[Jasonb100]

I'm having the same problem 

[NestProblems]

I have always had the mic set to lower sensitivity for “hey google” because otherwise the bedroom nest hub max answers me when I speak to the living room nest. Do any of you have that set the same way? I will play with that tonight before restoring to factory settings and losing all my saved video. Would be super annoying if that is the change.

[c0r3yz]

I have adjusted the "Hey Google" sensitivity, but it didn't make a difference. I suspect they broke something in a recent update and the only fix for this will be another update.

[YotaBoonie]

As did I 

[jlcerdajr]

There may have been an attempted up date as my two devices went offline and rebooted. Sound is still low on one and the other says it's online but it never loads

[jlcerdajr]

System Firmware:10.20221207.2.109

Cast firmware: 1.68.353511

Last Friday morning two Google nest hubs lost their volume. Set them back to factory and set up and had same issue. About thrrr days ago one hub stop showing live feeds all together. Get the error the camera is offline yet Google Home  app can connect and I can make other changes but when it comes to the nest features, whether in the app or online, the status shows the camera is connected but when younhitnlive it attempts and then says camera offline. Then reconnects showing a green status but try to view live again and it attempts but then says camera offline. Around almost 4 this morning, my second Hub Max started doing the same thing. Now I do not have any monitoring on either of these devices. All my other nest cams work great.

[YotaBoonie]

Mine said offline too for a bit, I forced a reboot through the app and it came back 

[carlk]

I have the same issue and have another post about it. I have had ongoing discussions with Google about it but no resolution so far. Since it is happening at all of us about the same time, then it has to be an update issue.

[clufree]

i have same issue and google specialist looked into it and said yesterday that they cant find anything wrong so it must be the unit which needs replacement.....out of warranty so it will be out of my pocket...still say its in there hands and fault...does not make sense how this just stopped ..it worked during the day then just bang volume way too low to comprehend..

[NestProblems]

Sorry to hear that Clufree. That’s what we are all hoping to avoid: the troubleshooting list of steps we have to endure  that leads to them saying we need a replacement. It’s too many people on the same day. Hopefully someone there knows how to get in touch with the development team. I asked for help on twitter too, sent them before and after videos, and pointed them to this thread. I’m at the factory reset stage and need to save some videos before I do it. We know it will be a pointless waste of time since so many on here have already factory reset.

[babost]

After the update on 4/13/2023, the volume on the live view of the nest hub max is turned way down. The mic on the unit works as it should for commands. But when trying to talk to someone over the device you can barely hear them. 

System Firmware: 10.20221207.2.109

Cast Firmware: 1.68.353511

Your help is appreciated. 

[Muddi]

Hello babost,

Thanks for bringing this up. I've merged your thread to a similar trending issue. Our team is aware of the issue, and looking into the issue at hand. Make sure to send feedback using the keywords: GHT3 Low audio on camera live view and recording. Visit this link to learn more about sending feedback.

Cheers,

Muddi

[garden]

 Nest Hub Max has no sound on video recordings.

[LovelyM]

Hello garden, 

Thanks for flagging this. Our team is already investigating this issue, so while we wait for news from them, I'll be merging your thread into the main post here. In that way, you'll be notified once an update from us is available.

Kind regards,
Lovely

[carlk]

Hi all, until this month, the Hub Max has worked fine, other than on and off connectivity issues which is a well discussed topic with no resolution from Google, but starting this month when we use the camera for home security, the video is fine but the sound is not working or barely working.  Normally, there is ambient noise that you can hear when you look at the recording such as the ceiling fan but now it is like a vacuum.  I have tested it by talking and if I yell, it will barely pick it up so the mic is working and sound is recording (yes, I ensured the settings are on for both mic and recording sound) but it is not working like it did.  We have been using it for about 2 years so I know how it is supposed to work.  I removed it from the Home app and did a factory reset, no change.  I have checked it on the android nest app and web browser, the same.  I have checked the other cameras in our home and they work fine.  I just spent over 2 hours on a Google support chat with 3 customer service reps with no solution so they are escalating it to senior support and asked me to report it via the feedback.

Have others had this issue and, if so, were you able to resolve it?

[Lucinda1]

Hi. Thank you for posting this. THIS is exactly what is happening to me as well. I've done all of the same check as you mentioned here and still no sound. From what I can tell it went out on Thursday (4/27) night MST. I would like to learn more from any answers you receive from Google. Thanks again!

[carlk]

Nothing so far but I will post an update if I get one. Seeing how Google has addressed issues like this, I wouldn't hold me breath.

[Dan_A]

Hi folks,

Thanks for posting and we apologize for the inconvenience this has caused you.

@carlk, may we have the case number from your interaction with Google support? Have you already sent feedback?

@Lucinda1, what troubleshooting steps have you done so far? Let us know so that we can skip those and find different ways to get this resolved.

Looking forward to your responses.

Best,

Dan

[carlk]

9-2358000034208.  I have sent feedback via the home app and Hub Max.  Also, have been answering questions via email with support.  Some of the question they are asking me though shows that it isn't senior support since some of the questions are not applicable for the Hub Max, such as adjusting the sensitivity slider for the mic but there isn't a sensitivity slider for the Hub Max.  There is for the Nest Cams but not for the Hub Max.  There is only the option to turn on the mic and/or turn on Audio recording.  Also, asking questions like what phone I am using but this has nothing to do with the phone since it is the same in the Nest Web and Nest app. Other recorded and live feeds from other Nest Cams in the house work fine so this is a device issue. No resolution so far.

[Lucinda1]

Hi,

Thanks for responding. 

My issue is the same, as of last week (Thursday) I can no longer hear the audio from the microphone from my Google Nest Hub Max. I can hear it very faintly but not well enough to actually hear conversation or noises. I tested the microphone using Google Meet and it worked just fine during the meeting. 

Things I have done to try and correct the issue:

Rebooted my wifi

Unplugged Hub Max and plugged it back in

Turned the microphone and video switch on and off multiple times

Rebooted the Hub Max (Holding the volumen buttons for 10 seconds)

Turned my cell phone on and off

Checked my cell phone and computer settings

Checked the settings in Google Home and Nest

Other: 

I recently added (last week) an outdoor cordless Nest camera. Not sure if this has anything to do with it. The new camera is working well and the microphone is working without issue. 

Hoping you can help us correct this issue. Thanks for your time. 

Lucinda

[Princess77]

Me too... Exactly this problem. 

[mojaam]

Happy to have found this thread but nervous there might not be a resolution to this no sound issue.

[Rachael]

I am having this exact issue with all my max hubs (3).

If it's not fixed I'll require a refund for all 3