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Nest Hub Max screen blanks during Duo calls

JasonBerryman
Community Member

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

2 Recommended AnswerS

KiiFromGoogle
Community Manager (Admin)
Community Manager (Admin)

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! 

View Recommended Answer in original post

KiiFromGoogle
Community Manager (Admin)
Community Manager (Admin)
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.

View Recommended Answer in original post

156 REPLIES 156

Yes I have two pieces of Google hardware that are now completely unusable with absolutely no support whatsoever.  My Google Nest Wifi and now the Google Hub Max are both riddled with issues that will not be addressed by Google support. We purchased three nest hub max's for my family across the country...none are usable now and a giant waste of money.

 

I already started planning a new smart home setup due to all these issues. Last time I tried to raise awareness from Google Support they threatened me with legal actitation via email for bad mouthing their products....lol its truly baffling. This is a support thread...so support us GOOGLE. Don't just close the thread as solved and not respond. 

Well done you !! At least you got a response from Google albeit not the response you wanted.  I actually think all of the people and there are unfortunately many should along with a copy of the letter you sent that got the threatening response add all our names to that they would have a shock!

My problem is I have written emails to Google on several occasions left messages on the forum that Google supplied to no avail 

I think it's wrong that a product that is advertised as able to be used on duo to keep in touch is impossible as the screen stalls goes black its impossible 🤔 So let's all add our names to this petition and see if Google care?? Or are they too Big for their Boots and just intend leaving us with machines that are worthless for the reasons many of us purchased these machines for??

WE NEED THIS FIXING ASAP ideally before my parent passes away and who lives 3500 miles away from me, I can't go be with her as my husband has Dementia and can't be left 😢 so she is 96 years old and can't see me or chat with me! SHAME ON YOU GOOGLE you have Scammed us all in full view of all who visit this forum 

JMaytum
Community Member

I spoke too soon.   It's broken.. again...

2realist4u
Community Member

I just purchased a bunch of new Google home products including a 10" Hub Max (which was purchased primarily for ZOOM and Google Meet). ZOOM doesn't work at all (just constantly crashes)... but I was shocked that Google Meet doesn't work. What a bummer. I've subscribed to this thread. Are there any updates on whether or not Google Meet will be usable in the near future? Thanks!

2realist4u
Community Member

I have the same problem. Unfortunately, I can't run zoom at all on my new Hub Max -- it crashes and reboots system, every single time.

DoonLou1
Community Member

I haven’t tried Zoom as it is to complicated for older people to connect with. I have found that Meet is working for me and you can spontaneously video call people.

2realist4u
Community Member

Do you have any idea why it started working for you? I'm trying to figure out if I have a defective unit, or if it's a software issue. I don't want to take the time and energy to return it and purchase a new one -- just to have the same issues again.

2realist4u
Community Member

So, I significantly upgraded my internet (to gigabit speed) and according to speedtest.net (one of the most unreliable IMHO) -- am getting about 910MB down / 41MB up. After  about 7-10 days after upgrading (for ~ 3-4 weeks now) -- Google Meet has worked shockingly well on my Hub Max. I'm not sure whether or not it's coincidence, but it has been an absolute joy to use. However, I will say that those I'm speaking to (on their phones, not Hub Max) -- are also saying that Google Meet seems to be working better since December 2022. As far as zoom, I haven't even tried to use it again -- because it was such a train wreck. I'm keeping my fingers crossed, that Meet will continue to work. FYI: I'm in New York State.

I still have the problems if I use meet between 2 Google hub max in the same network ( 2 different ap in 2 floors, brand Ubiquiti). If I use a smartphone and 1 of the 2 Hub max I have no problems. 

2realist4u
Community Member

Ugggghhh ... right - I'm not using mine w/ other Hub Max users. I hadn't considered that. How frustrating.

2realist4u
Community Member

Please don't lock the thread. There are so many closed threads on the forum, that never got a chance to finalize a solution. This is increasingly making the forum... an unhelpful resource. 😊

Concur. And while we're at it, why don't we rename this thread and call it. Google Hardware Beta Testers - pay to play!

GiangNgo
Community Member

Same issue here with my nest hub max which bought 2 weeks ago. 

Jwells909
Community Member

I have up using duo on my nest hub and just used my laptop but since there is google meet now I thought I'd give it a try.. and 🙌🏻🙌🏻🙌🏻 it worked perfectly. No issues aside from not being able to share the invite link from the hub. But other than that it worked great. Sound was great and no black screen. 

Nan008
Community Member

I am still having this issue on my parents device which is newer then mine, so please do not think this is solved. Mine in sending the video stream, my parents device sometimes is not sending anything and my screen is black

GiangNgo
Community Member

My issue was solved yesterday by reboot the Nest Hub Max. It showed full screen video, not blank screen anymore.

 

Muddi
Community Specialist
Community Specialist

Hey GiangNgo,

 

Thanks for updating the Community forum of your resolution — it's a big help! To other users, let's go ahead and try to reboot your devices to see if that fixed the issue.

 

Let us know if that works.

 

Cheers,

Muddi

Nan008
Community Member

This is not solved, the restart of the Nest Hubs helps for few days and then it is back to blank screen from one or the other device

Another comment showing it is not solved - do not close the thread!!

MattDeakins
Community Member

If you believe this to be fixed - can you at least provide clear instructions and pin the solution before threatening to close the thread?

 

Lots of us have been waiting and supporting elderly family for long periods of time. Often the reason we have this is for long distance family relationships and therefore cannot implement fixes at short notice.

 

Google has taken over a year to solve, you would think they could wait for a bit to check it is successful rather than closing down the long term thread of complaints. Definitely feels like a tick box exercise rather than true support right now...

clickonso
Community Member

Amazing Google attitude, getting rid of the threats in 24hrs. I wish I could give a similar ultimatum to Google that fix in 24 hrs or return everyone's money back!

We had been asking for over a year you know! 

MattDeakins
Community Member

As requested @Muddi sending through each time it happens

 

Attempted again yesterday with the same result

MattDeakins
Community Member

Another note to say it is not working again today...

DoonLou1
Community Member

Tried browser Duo (laptop) to Nest Hub Max. Result: frozen video once and lost connection once. Google needs to stop promoting Duo on Nest Hub Max as a way of connecting to people. 

MattDeakins
Community Member

Still awaiting contact and a fix @Dan_A @KiiFromGoogle @Juni @Muddi 

Nest Hub to Nest Hub still showing no video on one side...Calls from phone seem to work but my devices we bought for family members are now useless... 

I have relatives with no mobile phones, just Nest Hub max and duo


MattDeakins
Community Member

Still awaiting contact and a fix

@Muddi @Juni @Kii @Dan_A 

Still not working...

bk88
Community Member

Amazing. I have the same challenge of a far away 96 year old parent who isn't tech savvy and lives alone. Duo call is possible for mom (voice command on Hub Max) but Meet link is not feasible.

Similar issue, but not exactly the same in our case.  

Hub Max for mom, while I am on a cell phone, with Duo call.  No issue with black screen until I try AR Effects, at which point Hub Max image of me freezes.  Then on next call the video image on the Hub Max is often black.  Next call video is again working.

Firmware is latest.  Rebooted Hub Max.  Once rebooted network (a helper did it inadvertently.)  No difference...

Behaves very consistently, as described above.

Hub Max is very valuable as Nest monitoring camera and mic for mom, so factory reset not feasible until I can travel the 1000 miles to join her WiFi network so that I can join her household again and monitor her following a factory reset.

I'm hoping to be notified once a solution is found.

Dan_A
Community Specialist
Community Specialist

Hello everyone,

 

Checking back to see if your Nest Hub Max screen still goes blank during Duo calls? To the ones just posted, if you've tried all the steps above, kindly fill out this form  and let us know once done. To the ones who already are in contact with our higher support team through email, please continue with them for more support.

 

By the way, a little bit of information — While Duo is being updated to Google Meet, there’s no change or will have slight changes to the experience on your Nest speakers and displays. You can continue to call friends and family as you normally would on your speaker or display but still depending if the update is done.

 

Kind regards,

Dan

Juni
Community Specialist
Community Specialist

Hi there,

 

I'm jumping in to follow up if everything is good here. Let us know if you have any further questions.

 

Thanks,

Juni

Dan_A
Community Specialist
Community Specialist

Hello everyone,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

 

Cheers,

Dan

bk88
Community Member

Thanks Dan.  As I wrote, my issue was with the video image on the Hub Max freezing if I enabled AR Effects on my phone during Duo Calling.

I haven't had a chance to test recently... do you know if that issue has been resolved?  I'll call tomorrow to test again.  (Not quick given old age and distance to my mom )

Princesss
Community Specialist
Community Specialist

Hi bk88,

 

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

bk88
Community Member

Thanks Princesss.  I just submitted the form

bk88
Community Member

Dan,

Ok, I just checked it.  Still a problem, specifically my issue is with the video image on the Hub Max freezing when I enable AR Effects on my phone during Duo Calling.  Now the background image will appear, but the camera image itself freezes.

Hope you guys can fix it!

Marigold
Community Member

Mine is exactly the same been a complete disaster since I purchased.  Any help would be appreciated 

Muddi
Community Specialist
Community Specialist

Hey Marigold,

 

Sorry for the delays. I just wanted to check if you still need help with your device. Feel free to update the thread, and we're glad to further assist you.

 

Cheers,

Muddi

bk88
Community Member

Muddi, 

Mine too is still as much a problem as ever.  Never got fixed. See above.

Bill