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Nest Hub stops playing Youtube video or Spotify Music after about 20 seconds

Csongor
Community Member

My 1st gen Nest Hub no longer plays media beyond around 20 seconds. No matter if it is a Youtube video, Facebook video, Spotify audio, it starts playing and after about 20 seconds it stops and goes back to the home screen. It is the same if I share from my phone, or I use the voice control to start payback.

I tried powering off the device for more than 1 minute and rebooting it. No change.

This issue been happening for more than a year. Last time I was told to de-register my music, video accounts. It fixed the issue for about a week but it broke again.

What is interesting that background sounds feature does not have this problem.

I have a Google Home at home as well, it has no issues playing audio at all.

8 REPLIES 8

Juni
Community Specialist
Community Specialist

Hi Csongor,


Thanks for posting and for being a step ahead of us.


This is not the experience that we wanted you to have, let me help you out. You can go ahead and do a full reset, then set up your Nest Hub like new. Observe if this will fix your issue.


Keep me posted.

Thanks,
Juni

Csongor
Community Member

Hi Juni,

I did a full reset as suggested. Set up the device from scratch, but it did not help. I tried with a random Youtube video and a Spotify music and both stops after 20 seconds.

I have a separate 5G and 2GHz Wifi network (with different SSID and password). I tried both and for both the behaviour is the same.

Thanks,
Csongor

Princesss
Community Specialist
Community Specialist

Hi Csongor,

Thanks for the additional info as well as the steps you've tried. Could you tell us how many Google Nest speakers are connected to that network? Are they showing the same symptoms?

Lastly, can you please provide your device's cast firmware version?

To check which firmware version you're on, follow these steps:

  1. Open the Google Home app Google Home app.
  2. Touch and hold your device's tile.
  3. Tap Settings and then 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

Hi Princess,

This is the only Nest speaker in my network.

The version information you asked:

System firmware version: 7.20220419.2.166
Cast firmware: 1.62.312297

Regards,

Csongor

Princesss
Community Specialist
Community Specialist

Hello there,

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

Hi Princess,

Ticket is submitted now.

Csongor

Princesss
Community Specialist
Community Specialist

Hi Csongor,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon.

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi Csongor,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.

Best,

Princess