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, @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.
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!!
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.
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.