Nest Hub Max - Search Issues

[Ceeniegirl-1111]

• I just upgraded from the original Google Nest Hub to the newest Hub Max. My Google searches on the new Hub Max are not working like it did on my last device (or how it works on my laptop, phone, or iPad). When I used to ask the old Nest Hub "what time does Kroger close?" Or "When does Home Depot open in the morning?", it used to give me the answer for the nearest store. Now, the new Hub Max just responds with "these pictures should match" and it just shows on the screen the Founder of the store, and the # of employees from Wikipedia. This is very frustrating. I've rebooted it through the Google Home app, unplugged it, and spent hours trying to figure out how to improve the Google Assistant's search responses to no avail. Please help!

[Mkoppler12]

I'm also having this same issue on my regular nest hub display. Seems like no matter how you ask for the hours it insists on showing you pictures instead. Kinda defeats the purpose having this smart display when asking a simple thing like business hours would be so difficult...

[Azarco]

Hello folks,

We're sorry for the trouble this may have caused you. 

To confirm, do your displays recognize the question correctly? Have you tried rephrasing your questions. Give resetting your display a try to see if that helps.

Best,
Alex

[Mkoppler12]

Here's the weird thing. I can ask the same question to the nest speaker with no issues. 

[Princesss]

Hi Mkoppler12,

Thanks for checking. Could you please provide the cast firmware version of your Google Nest Hub Max?

To check which firmware version you're on, follow these steps:

1. Open the Google Home app .
2. Touch and hold your device's tile.
3. Tap Settings Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Best,

Princess

[Mkoppler12]

The firmware says it's 1.56.324896

[Princesss]

Hi Mkoppler12,

Thanks for responding. Could you confirm if you have already tried performing a complete reset to your Google Nest Hub Max to see if this would make any changes on its behavior?

Best,

Princess

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Princess and Alex.

Thanks,

Archie

[Ceeniegirl-1111]

Yes! I've tried all of the suggestions and the new Hub Max is still having issues with the search function. We plugged in our old device in another room, and it works perfectly! Any other suggestions? Maybe Google needs to update the firmware?

We get two completely different responses when we ask each device the same question. It's very frustrating! Shouldn't all Google devices respond just the same, as if it's the Google search bar?

[rikkrokker]

Same issue here . Ive rebooted etc etc. Its very annoying and only started happening recently. PLEASE FIX THIS!!!

[Muddi]

Hey folks,

Chiming in, does the same issue happen when you use the Google Assistant app on your phone?

Cheers,

Muddi

[Mkoppler12]

No. Doesn't happen on the phone or the smaller speakers.

[Muddi]

Hey folks,

Thanks for the quick response. Just an added questions: What country are you located in? What is the language set on your Nest Hub Max? Also, please provide the current firmware version of your device if you haven't done it yet.

1.  Swipe up from the bottom of the display screen.
2. Tap Settings > About device. You should find your "Cast firmware version."
   • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Cheers,

Muddi

[Mkoppler12]

For me my location is united states and the language is set to English. 

[rikkrokker]

Muddi,

USA, ENGLISH - Version (Software) 47.9.4.447810048 (Chromecast Version) 1.56.324896

[Muddi]

Hey folks,

Could you try removing and adding your address on the Google Home app? Let's see if the answer about stores and nearest place will improve once the address has been updated.

Cheers,

Muddi

[Ceeniegirl-1111]

That didn't work. I removed my address, added it again, asked the Nest Hub Max the imple question "what time does Lowe's open tomorrow morning?" And received again a picture showing the number of Lowe's employees and Net Income. On the other hand, when I ask my Google Assistant on my phone, or the old Google Hub, they give me the 3 closest locations and their hours. 

It is very frustrating and disappointing that the newest Hub Max is not functioning like it should. I hope someone figures out a solution sooner than later. 

[Muddi]

Hey Ceeniegirl-1111,

We appreciate your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out.

Cheers,

Muddi

[Princesss]

Hey Ceeniegirl-1111,

One quick final follow up regarding this. Let us know if you're done filling out the form, otherwise we'll be locking the thread shortly.

Best,

Princess

[Princesss]

Hi there,

Chiming in-- have you had the chance to fill out the form?

Best,

Princess

[Ceeniegirl-1111]

I just now had a chance to fill out the form. Let me know if there is anything else I need to do. Thanks! I am looking forward to a resolution. 

[Princesss]

Hi Ceeniegirl-1111,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Ceeniegirl-1111]

Hey Muddi,

I'm in the United States. It is linked to my Google Assistant and the language set is English (US). 

Firmware version: Chromecast 1.63.324740

Fuchsia version: 8.20220713.2.194059

All of my other Google devices respond accurately with no issues. I appreciate your help!

[rikkrokker]

My other 7 Mini Speakers work flawlessly. I’ll ask the same exact question and get the correct response. The question “What time does (insert retailer here) close tonight?” triggers it. It’s soooooo annoying that the Nest Hub - with all its additional features,  can’t answer that simple question. Reboots, full reset, router reset, all suggested fixes does nothing to change this glitch.

[Mkoppler12]

So last night I asked my nest hub about a recipe and it used to read it off, plus display it but instead it just said here's a list and that's it. Then today I asked about a local restaurant hours and it just displayed pictures. It was actually working fine about two days ago, but now it's reverted back to the way it was without it working..

[Princesss]

Hi Mkoppler12,

We're sorry to hear about this. Have you already perform a complete reset to your Google Nest display to see if this would make any difference?

Best,

Princess

[Mkoppler12]

Yes i have. And like always the regular speakers have no issues, just the display unit.

[BrandonLN]

I'm glad I found this thread. I'm having the same issue with my Nest Hub Max. It was working perfectly until this week.

I just asked it "What time does Natural Grocers open this morning?" It answered "Sure, check out these pictures..."

I've tried rephrasing the question in all ways. It does not help. It only gives photos as the response to business open/close queries. 

I would like help. 

[Muddi]

Hey Mkoppler12,

Chiming in, looks like we can't find the form that you've submitted. Please fill out the form again and include the link of this thread so we can investigate further on what's happening.

Same as with @BrandonLN. Fill out the same form and include the link to this thread. Also, please share the firmware version of your device.

Cheers,

Muddi
 

[Juni]

Hi there,

We haven’t received your form. Kindly fill it out so we can continue with the next step. 
 

Thanks,

Juni

[BrandonLN]

Hello, I just filled out the form and submitted it. Thank you for the heads-up.

[Mkoppler12]

Just sent my info through the link you provided, sorry for the delay.

[Juni]

Hi folks,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.
 

Regards,

Juni