Nest Hub Not Responding to Voice Commands

[Mark84]

Hi,

I have a Nest Hub 2nd Gen that's no longer responding to the 'Hey Google' voice command. I've had the product approx 3 months, was fine to start with but hasn't worked for a month-or-so. All other functions work other than this and the set-up completes fine. The coloured dots don't appear when I talk, there is no indication at all that I has heard the prompt.

I have 4 other Nest devices on the same network that all continue to work fine. 

I've tried all the settings to do with voice matching and sensitivity to the wake word and the microphone is definitely turned on!

I have performed soft resets and factory resets multiple times which have made no difference. The firmware versions are:

System: 24.20241009.103.1900601  ;  Cast: 3.76.448685

I've run out of ideas now and hoping someone can think of anything else that I can try please?

[Ashepherdson]

Does the hub respond to any audio inputs at all?   Further.. does the mic work?  Ie have you tried to do a meet call ? 

[Mark84]

Hi, thanks for the reply.

Yes, the microphone works fine when making a meet call.

Tried further hard resets today but still the same...!

[Ashepherdson]

Can you go into your Google Home app, click on devices, and select your hub, then click the settings cog. 

Under Audio - Can you be sure that the "Hey Google" sensitivity is set to max (most sensitive)

Under Recognition & Sharing - Can you be sure that Voice Match and Face Match are On, and camera sensing if that can be on as well.  With Camera sensing, you should be able to look at the screen, and it will "detect" you are there, and start listening, in which case you just speak to it, without having to trigger with "Hey Google" or "Ok Google".  

Can you let me know what happens there?

[Mark84]

Thanks for the reply again. Sensitivity is on max and Voice Match is on. There's no option for face match in the menu - I have the face match option available on my Nest Hub Max so I know where to look, does the standard Nest Hub support that feature usually?

[Ashepherdson]

Terribly sorry no , only the max has that , wasn't 100 percent sure which one you had.   Okay .. so . We have established there is no hardware fault as the mic works with meet, but factory reset doesn't seem to correct it.  I assume hello Google works on your other devices , so it wouldn't be account related.  Im out of ideas here so I'm going to escalate this 

[Ashepherdson]

One last question .. what language is it setup with , showing in the device information screen where you got the firmware version (my standard hub also has the same versions and is working...english-ca as the language for me ) 

[Mark84]

Language is set to en-GB. And yes all other devices work fine (2 × Nest Mini's, Nest Hub Max and Google Home Max) and all are on the same network. It's displaying my pictures and I can cast to it fine, in every other respect it's working as it should be.

Thanks for escalating, really appreciate your help,

[SmartHomeH-TAGS]

Even without voice matching the speaker should acknowledge an "Hey Google".

Just check the switch on the back that mutes the microphone is moved all the way to the correct end. Move it one way then the other.

Try OK Google 

[Derickf]

Hi folks,

Thanks for reaching out to the community. I'm sorry to hear that your Nest Hub (2nd Gen) is not responding to the “Hey Google” command, and the issue persisted after you factory reset your device. The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

@Ashepherdson, @SmartHomeH-TAGS, thank you for the help.

Best regards,

Derick.