Nest Hub Max screen blanks during Duo calls

[JasonBerryman]

The problem

During Duo calls, the screen will go black, but still responds to me tapping where the End Call button should be.  Once the call has ended, the device returns to normal and I'm able to make further Duo calls.  I'm not sure if this is a Nest Hub Max issue or a Duo issue, so I'll post in both forums.

Device

I've tried rebooting and power cycling the device

I've tried to apply a firmware update, but I couldn't see anything newer than what I have

Current firmware version: 276689

[KiiFromGoogle · Accepted solution]

Hi everyone,

We're sorry to hear that you're experiencing the Nest Hub Max screen blanking during Duo calls. We wanted to let you know that our Engineering team is working on a fix that should be out soon.

Thanks for reporting this issue -- We really appreciate your patience! 

[NestBeta]

Any ETA on this from engineering team? 

Pretty annoying issue of screen going black while on call making it a subpar user experience.

Very disappointed.

[LBB]

This issue is still happening. For me it happens on both Duo Calls and Zoom Calls. Does Google have any intention of fixing this glitch?

[shaddocatto]

Is there any update? I'm still facing this issue over a year after this post was made.

[clickonso]

This not a solution rather acceptance of a problem. Until and unless it is indeed solved it should stay open as unsolved. 

[duelingpianoman]

So it is now marked it as having a solution but there really is no solution yet, you're just working on it. Got it.

[DoonLou]

I have the same issue and am looking forward to a fix soon. 

[Syco0601]

Do you have an update on this or has been 2 months? Please provide a status. 

[Laurent3D]

No still very bad....I use my phone..horrible

[Fu22y]

Any update on this? I'm still getting this issue

[DoonLou]

A solution would be welcomed. My mum is in a nursing home and occasionally can’t have visitors due to COVID. Being able to see and talked to her has been important in helping cope with the isolation. Duo going black means she loses a sense of connection. Please fix this problem. 

[KiiFromGoogle · Accepted solution]

Hi all,
We understand this issue has been happening for quite some time now. Rest assured, our team is aware of it and is working on it. Thanks for bearing with us! As a workaround in the meantime, you can start or join video meetings with Zoom or Google Meet. Have a look at this guide to learn more: https://support.google.com/googlenest/answer/9905737.

[eab]

I can tell you I'm staying far away from the new google watch if this is how y'all are going to handle problems.

[RJR]

Have been reading for months that Google is working on a fix. When can we expect it? Will we be notified with the fix is ready?

[DoonLou]

Our extended families have bought 3 Google Home Max so we can keep in touch with our elderly parents. The option of using Zoom or Google Meet is not appropriate for elderly people with cognitive and physical difficulties. We got the Max as all they needed to do was hit the red answer button on a Duo call. This is particularly important as the aged care facility every so often closed  to visitors due to COVID. This blank screen problem with Duo needs to be fixed as a priority. All three devices are in warranty and if there is no fix we will request a refund. We will also look at going to the Australian Competition and Consumer Commission to see if there is grounds for false advertising.

[MattDeakins]

Hi Kii,

Any update on this issue?

We have also been experiencing poor video quality including green pixelated imagery on calls.

Any idea of where the team are on working on the issue would be appreciated

We bought the best hub max to increase our contact with family. So an issue with core functionality is frustrating for those who have less technically adept family. The work around isn't ideal.

Thanks,

Matt

[Jwells909]

Is the issue solved yet? I haven't used my google hub because of this issue for over a year now.. which sucks.

[Marigold]

Unfortunately nothing has been done 😡

[Jwells909]

Unbelievable.. this original question was from beginning of the year or so and it still isn't fixed.. that crazy.

[DoonLou1]

Hi all

I think Google has given up on trying to fix Duo. I got an email from Google, here is an extract that gives an idea of what they are going to do. The email indicates that we will be able to use phone numbers and emails addresses to make video calls to.

Google Duo’s upgrade to Google Meet will provide a single solution for video calling and meetings later this year.

Dear User,

To help you stay connected, we’re upgrading the Google Duo app to include all Google Meet features. Later this year, we’ll change the name of the Google Duo app to Google Meet. This integrated experience will provide a single solution for both video calling and meetings.

What do I need to know?

As a Duo user, you will continue to have all your current video calling capabilities with the added option of creating, scheduling and joining video meetings at no cost. This new updated app will be called Google Meet and will inherit the Google Meet icon.

Make sure you have auto update enabled so the change can occur.

[Bswitch2]

Really frustrating as I literally just bought 5 of these for family 

[Princesss]

Hi everyone, 

Thanks for visiting the Community.

We're sorry to hear about what you're experiencing right now with your Google Nest Hub Max. For those who are still experiencing this, have you already tried performing a complete reset? If not, let's go ahead and try it and see if this would make any changes. 

Also, could you 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

[Princesss]

Hi folks,

Chiming in-- have you had the chance to see my last post? Let us know more info, otherwise we'll be locking the thread shortly.

Best,

Princess

[MattDeakins]

Hi Princesss,

Yes we have performed a complete reset already, I also need some time to get the firmware given relatives live so far away.

Thanks,

Matt 

[Beelzabob]

Tried all the resets to no avail, also keep checking to see if there are updates.

My Hub:

System Firmware Version: 8.20220713.2.194059

Cast Firmware: 1.63.324740

My Parents Hub:

System Firmware: 8.20220713.2.194059

Cast Firmware: 1.63.324740
(Note: I'm not sure if they properly rest it. They live in another state and are older/technology challenged. Figured I'd get mine working first before stressing them out.)

[LGforNestHub]

I have the same issue, video screen is blank bu can hear the audio. I recently got the nest hub as a gift.

Cast firmware: 1.67.330920

[Princesss]

Hi folks, 

We appreciate all your efforts. 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.

Best,

Princess

[Muddi]

Hey Beelzabob,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.
 

Cheers,

Muddi

[Juni]

Hi there,

We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.

Regards,

Juni

[duelingpianoman]

How about sharing a way for us to update firmware without relying on a push update on your end? Or at LEAST a help line to initiate said firmware to latest version/ or beta if we so choose?

[MattDeakins]

Please do not close this thread - this issue is intermittent and has been ongoing for over a year!

You cannot expect to shut down a thread without a solution and not give us enough time to at least check this has been successful!

[MattDeakins]

@Juni @Muddi @Kii 

I have just replicated the issue again post reboot and both Nest Hub Max devices are on the latest firmware. 

9.20221010.3.176

I am going to fill out the form you listed above but could you please advise of the next steps please asap

Matt 

[Muddi]

Hi MattDeakins,

We appreciate your efforts. We got your form — we'd suggest keeping track of your inbox as our team will be emailing you soon for more details.

For other users who haven't fill out the form, please do so as this will help us investigate the issue further. Also, please do not forget to send feedback every time you experience the issue on your devices.

Cheers,

Muddi

[Muddi]

Hi folks,

To confirm, does the same thing happen when you try calling your smart phone via the Nest Hub Max using Google Duo?

@DoonLou1 :We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

@MattDeakins: Thanks for trying. I'll note it on the case so we can check.

Cheers,

Muddi

[Juni]

Hi 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.
 

Thanks,

Juni

[Dan_A]

Hello everyone,

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

[duelingpianoman]

Although my devices seem pretty stable now, there are people on here who have not had their issues resolved. Why is it you guys are so keen on closing this thread?

Respectfully...

[MattDeakins]

@Dan_A @Juni @Muddi 

I have STILL NOT BEEN CONTACTED, and in all honesty am a bit insulted yet again that you are trying to close the thread without providing support.

I have just tried again, and still have the same issue again!

@duelingpianoman, myself and others have all asked why this is continually a point of contention. Why are you trying to close the thread?

No one will answer this and I have even asked for what the solution supposedly is. Can you publish and pin the supposed fix.

And can someone fix my issue?

[Muddi]

Hey bk88,

Thanks — we got your form and have sent it over to our team for review. Please check your inbox from time to time as someone will be reaching out to you. 

Cheers,

Muddi

[Princesss]

Hey folks, 

Chiming in-- has anyone here still experiencing the same issue? Please feel free to chime in to this thread.

Best,

Princess

[Princesss]

Hey everyone, 

Just one quick final follow up since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Best,

Princess