Nest Hub Max not displaying video when making calls

[Manx]

I bought two Nest Hub Max's, one for me and one for my parents. I setup both of them.

While my parents works as expected making video calls, my unit does not show my camera output so my parents can't see my video. I also don't get a mirror display of myself so it behaves like my camera isn't working. 

The camera is not disabled (via the switch on the rear), it displays the solid green light, and the tool try does not show the camera as disabled (although pressing the icon does nothing), but no video output at all.  If I video call my parents from my Android phone I have no problem with camera output so it's specific to the Hub. 

I've tried factory resetting and all the usual steps but no joy.

All my meet contacts on the Hub show a voice icon only, no cameras. The only contact the camera icon appears is my own contact. If I call myself video works both ways via my hub and phone. Any other contact using the hub it's voice only going out while I get video coming in.

Any help would be appreciated. 

[Manx]

I can't get video at all now. To the point I tried to set up nest cam and the nest and home apps report camera offline and can't be turned on from either app.

My parents Hub now has the same problem as mine, in that they can only see and not send video from their camera. 

I've tried Google support and nothing. 

Feels like a fundamental flaw with the hardware, that Google are aware off yet continue to sell it as a service it knows it can't deliver on. 

[Manx]

I returned the two units and purchased two more, which had manufacturing dates of over 12 months later. Same problem. Camera works the first day then fails. Video calls, nest cam... Works on first setup then no feed the from the next day. Given the difference in manufacturing dates it must be a firmware issue.  Support were useless, the script they follow doesn't cater for the problem and you never hear back from the specialist support engineers. 

[Juni]

Hi Manx

Thanks for reaching out. That certainly hasn’t been easy for you. Let’s check out what’s going on. What is its distance from your Wi-Fi router? Also, when you try to stream the built-in Nest Cam, do you get error messages from the:

• Nest Hub Max
• Home app
• Google Home for web
• Nest app

I look forward to your response.

Regards,

Juni

[Manx]

Hi Juni

It's not just using nest cam, the camera doesn't display video at all. Whether using nest cam or duo calls. 

If I reboot the device, it may work once. Then the next time I try to use the camera nothing. 

The green light comes on to imply the camera is on, but there is no video output. Duo will say your visible, but it's just a dark screen and the person on the end of the call won't see you. 

The tray icon for the camera shows as enabled, but if you press it, it does nothing. Doesn't disable or enable. The privacy switch does nothing either when the camera is like this. No on screen message to say enabled/disabled.

There are no error messages in the apps. 

This behaviour happens on the four hub max devices I've tried. It has to be a software/firmware issue.

[Juni]

Hey Manx,

Thanks for the additional info you've shared. 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. Lastly, could you provide us with your device's firmware version? Check out the steps below on how to get it:

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. Tap your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Thanks,

Juni

[Manx]

Thanks Juni, I've submitted the support form and included the firmware version (which is the latest version 14 - but the issue also existed on earlier versions).

[Alex_S]

Hello Manx,

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 so the team can further assist you. If you have other questions or concerns aside from this, let me know.

Best regards,
Alex

[Redeemedchains]

Was there ever a solution for this? Just bought a nest hub max for the in-laws and they use IOS and video calls do not work for them. Their video doesn't show but mine does. I use android. 

Is it just not possibly for IOS users to make video calls with the nest hub max?

[Manx]

Not yet. They want me to send my unit in to investigate but it's the forth one with all others having issues. They can pull one out the stock room to test. But I know I'll have to send it to get any sort of progress. It's 100% a software/firmware issue. 

It's not related to smartphone device type.  Once the camera stops working it doesn't matter if it's ios/android handset, or another hub max device calling. 

[Alp9p4]

We have this same issue. Requires a restart after every call for it to work. Google does not care about their home assistant products. This problem is all over the Internet and they just play dumb about it.

[Juni]

Hi Alp9p4,
 

Thanks for posting, and we apologize for the inconvenience you're experiencing. Have you tried the steps provided in this thread? Give it a try and let us know the result.

 

I look forward to your response.

Regards,

Juni