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! 

[bk88]

Hi Princess,

I sent in my form and was told it was received and that I would hear back.  Crickets since then.  Admittedly my issue is a bit adjacent to this one, but seems very related.

Bill

[Princesss]

Hi bk88,

We're sorry about this. I'll work with the team to assist you via email. 

Keep in touch!

Best,

Princess

[DoonLou1]

Is it true that Google stopped production of the Google Nest Max hub in December 2022? If so I am not surprised. I understand that it will continue software support, is that true? Can you explain how to use Meet on the Nest Hub Max so that the elderly only have to hit ‘answer’ so they can video chat with me when I call them????

[Muddi]

Hey DoonLou1,

Sorry, but we don't have any information about it. Anyhow, to start video meetings with your Smart Display, you need to first link your video meeting provider account to your Google Account. Note: Google Meet is automatically linked to your display with your Google Account. Also, please note that Google Meet on the Nest Hub Max is available in English (US, UK, Australia, and Canada), French (Canada and France) and Japanese (Japan). Displays without cameras can receive video, but can't send video. To learn more about this feature, please visit this link.

Hope this helps.

Cheers,

Muddi

[Muddi]

Hi DoonLou1,

I just wanted to check, do you have additional concerns or questions about your device?
 

Cheers,

Muddi

[DoonLou1]

The issue is not google meet. The problem is Google Duo. Duo (if it works) allows the elderly and people with disabilities to answer by pushing ’answer’. Meet and Zoom does not work for these groups as there are too many steps and requires confidence with tech. Duo continues to go dark or freeze. 

[DoonLou1]

The issue is not google meet. The problem is Google Duo. Duo (if it works) allows the elderly and people with disabilities to answer by pushing ’answer’. Meet and Zoom does not work for these groups as there are too many steps and requires confidence with tech. Duo continues to go dark or freeze. 

[duelingpianoman]

Google duo is easy for my 90 year old dad to use. Google meet and zoom are both difficult, especially if you  do not have a cell phone or android tablet.

[RJR]

Is it fixed yet?

[DoonLou]

The problem was episodic but in the last two calls to my elderly mum the screen did not go dark. Although the volume at her end seems to be very low. I will check that she hasn’t accidentally turned it down. 

[ozzromero]

Hi KiiFromGoogle! is there a fix for this? Im having the same issue

[Kkessler85]

Remove this as a solution Please. Almost 5 months ago now and the issue is still on going. Fix this issue or atleast address the community who cannot get any answers on this problem.

[KathyRugg]

Has a solution been found for this problem? The original query was from February and here it is June. I still have the same problem with my Duo and so does my father, who is the person I call often. I really wish you had a solution already!

[Bswitch2]

Hi has a fix for this come out as yet? 

[jpg1]

Will the patch be installed automatically ?

[clickonso]

I had returned my device under warranty and got the replacement but  it has the same issue too. So apparently no use of a warranty claim but at least Google has started listening after 8 months. I imagine warranty claims might have helped making Google listen.

[BrianCC]

My family all have hub max devices and we get blank screen problems with Duo.  It seems worse with people that have marginal bandwidth at their houses.  We tried using Google Meet (via calendar invite) for video calls, and it doesn't ever seem to suffer from the blank screen problem.   If assistant has access to your google calendar, you can tell the assistant on the hub max to "join my next google meet meeting" and that seems to do it.   I submitted feedback asking for a way to use Google Meet by default rather than Duo.

[Jpena06]

Same issue! We got one for my grandma in Mexico so she can keep in touch with her kids and grandchildren. The black screen appears after a minute into the call so sad and frustrating 😞 hopefully an update will be here soon to resolve this issue. 

[Bovv]

Thanks 

[Syco0601]

This should not be marked as solved. This issue is clearly not solved by the amount of comments. I have a feeling that was done to meet metrics.

[duelingpianoman]

Where is it marked as solved? I don't see that on my end. Still having the problem. But not as often.

[Syco0601]

I guess it's marked as having a solution not "solved". But "were working on it" is not a solution. "Here's how to fix it" is a solution. This has been an issue for months. It ruins probably half the calls to my parents.

[KiiFromGoogle]

Hey Syco0601, 

Sorry for the misunderstanding-- in this case I marked the solution to pin it to the top of the comments for visibility. Multiple solutions can be marked or unmarked in our community, so when issue has been completely resolved, I will absolutely add that update as a solution as well. I definitely understand how that can be misleading though, so I appreciate the feedback and will use it to continue to improve how we surface answers here in the community. 

[Kf1]

Hello. What is the timeline to fix this well known problem of the nest max screen going blank during video calls. Is there a solution? Thanks 

[Rakeshravikumar]

Honestly, at this point, I am beggining to think Google doesn't care about their customers anymore. 

Curse the day I decided to have everything Google. I spent a ridiculous amount of money to build a Google eco system only to see them fail. 

Should have listened to my friends advice and gone with Amazon Alexa instead. 

[Wayy2kewl]

I'm legitimately concerned.... I just bought the Google Home Max less than 30 days ago. Having same issue with Duo going blank after a minute into a call. You've known about this issue for 5 months and have yet to come up with a solution? Perhaps I should return it.

[Rakeshravikumar]

Please do! If you are asked the reason for return, please don't forget to mention that there are lot of other users who bought this device are regrettably unable to return it and waiting for a fix for more than a year. 

[Nathantthomas]

Just had another frustrating video call with my 70+ year old mom.  Screen went black on both ends multiple times requiring hang up and call backs to get 1 minute of video before going black again.  Both nest hub max units have latest software and have been restarted multiple times. It’s been about a year and still no fix.  Pretty amazing and sad that Google hasn’t fixed this

[duelingpianoman]

It would be nice to find out what division within Google is responsible for this debacle. I know they are notoriously compartmentalized, but this Really needs more attention than it is getting.

[Nan008]

It's marked as Solved yet the blank screen is still happening now on both devices (it was only black screen of doom on the newer device first) so what is the solution? It was reported almost a year ago and Google did not bother to fix it. I am rethinking of building Google home smart network

[Kkessler85]

I still have ongoing issues with my screen that have been occuring since last Christmas when I purchased these for my whole family. It blacks out randomly on either end on every single video call attempted. It absolutely never competes a video call without video or audio issues at least once...usually 5 plus time per call.

Ive reported this issue to Google too many times to count. We went with full Google home solution for my house smart setup and fully regretting it now. 

Google Nest Hub Max issues now and also my Google Nest Wifi Router that is unusable after 2 years. No support or patches for either product and the answer seems to be to just find different products since Google just seems baffled on how to fix or maintain any hardware they produce. These products cost way to much to be this awful and there is no support to be found from anyone at Google on either product.

[hiu]

Duo is still blacking out on my device. Does the software update address this issue already? Using zoom or meet doesn't solve this issue for duo, and not as instinct to use, too.

[clickonso]

Google has got all the resources but this looks a low priority for them. I seriously believe this deserve legal class action and not just for the amount spent on the device but more on false advertisement selling the video calling feature but in the end causing mental distress 

[FOLGORE]

Hi, I have the same problem! 

[duelingpianoman]

I understand that Google is working on a new device that is basically a detachable android tablet. I’ll bet dollars to donuts that this is where they are putting their energy and they are just stringing us along with this glitchy inferior tech.

[KimbleK]

I agree, we need a group of attorneys heading up a class action lawsuit. That would get Google motivated to fix their device! 

[FOLGORE]

Hi to all. It looks that Google resolved the issue. My Google nest hub now is working good doing duo calls between Google nest hub max. 

[clickonso]

I used my Nest Hub Max on 1st of Aug and within a minute the screen turned black, so it still looks unresolved.

[NestBeta]

Due goes black screen.

It also goes white screen at times. Especially with Wyze turned on.  Switching between views is less than pleasant.

[JMaytum]

Aug 22 2022  and this is still happening.  Both mine and my mothers calls go black.  I see this problem has been around awhile..  Come on Google.. I'm ready to dump your ecosystem.