Nest Hub Max not showing video

[Bailey208]

 

My parents just got a nest hub max so we could video call each other on them. Made our first video call last night but their video would not show. They made sure their toggle for turning the mic and camera on was switched to on, they had the green light showing the camera was “on/streaming” but yet all we saw was a black screen. Please help 🙂 What other troubleshooting can they do to get it to work?

[Bailey208]

Here is how it looked on my end

[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

[Bailey208]

We are trying this tomorrow night when our schedules align for our next video call! I should have an update then 🙂 Thanks for the ideas, let’s hope they work!

[cbyoneda]

Great idea to snap a photo of how the display is at the time of the issue. We got a hub max and had similar issue. Interested in community reponses to this question.

[Dan_A]

Hi folks,

@Bailey208, @cbyoneda, doing a video call using Google Duo is a great way to communicate with your loved ones but, having this kind of status is really a concern. Let’s do our best to find the solution. It would help a lot if you could do a sequential reboot starting with your router followed by your Nest Hub Max. Restarting the phone’s involved might also help.

Since your parents have already made sure the mic and camera are on from the switch on the back, could you kindly inform them to also tap the camera icon on the settings tray? Make sure it’s on. They can swipe up on their Nest Hub Max’s screen to see the tray.

In addition, trying other video call platforms can really isolate our concern. Check out this guide for more info and the steps to take.

Keep us posted.

Best,

Dan

[Bailey208]

Hi, we are calling Nest Hub Max to Nest Hub Max. We are not using phone. We both have restarted our routers and hubs but we are still not seeing his video. 

[Muddi]

Hey Bailey208,

Chiming in to ensure everything is covered here. To confirm, did you double check if the mic switch is on? Also, did you advise them to tap the camera icon on the system tray while on Duo Calling?

Cheers,

Muddi 

[Bailey208]

Hi, we have triple checked everything is on. I can hear them, just can’t see them. They can see and hear me as well. Is it possible they have a faulty Hub Max?? We have tried just about everything. What number can they call to directly get help? Please note these are my parents and not in the same town as me, any help appreciated!!

[Princesss]

Hi Bailey208,

Since it is working with voice calls, what we need to figure out is how to put them on video. Make sure that the camera button at the back of the device is turned on. An indication that it is turned on is when you see a green LED light beside the camera.

Let us know if this works.

Best,

Princess

[Bailey208]

Yes we have tried all of that. Camera button is switched on and they have a solid green light during our calls. 

[Princesss]

Hi Bailey208,

Thanks! How about a complete reset to the Google Nest Hub Max, have you already tried that?

Best,

Princess

[Juni]

Hello 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.
 

Regards,

Juni

[Dan_A]

Hey there,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Cheers,

Dan

[Bailey208]

We have not been able to get it figured out yet. What’s a good number for them to call to troubleshoot since they still have not been able to figure it out?

[Dan_A]

Hi Bailey208,

For confirmation, since we do need to narrow things down, have you already tried the factory reset? Its purpose is to revert your Nest devices to its default and original settings. When you set it back up, it would be like starting anew but your account will not get affected.

Tell us how it goes.

Best,

Dan

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,

Dan

[Dan_A]

Hi Bailey208,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Cheers,

Dan