Re-Opened - Google Duo | ‎09-11-2022

[TS01]

Hi,

I had a support case open regarding an issue with the Google Duo, now Google Meet app and my Nest Hub max back in November 2022. Unfortunately, this case was closed and I still haven't found a solution to my now year long issue.

Is somebody able to help with this?

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Nov 22 - Firmware Version on Google Nest Hub Max Version - 1.60.311339

Aug 23 -

• Chromecast Firmware Version - 1.69.362882
• Fuchsia Version - 11.20230306.3.135
• Software Version - 52.94.21.547883872

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Original Post - https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Duo/m-p/246488#M46534

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Over the past couple of months, Google Duo on my phone has been having repeating issues with showing a black screen when someone is calling me and I've answered.

My phone screen goes completely black and only the icons of the app - eg. hang up are displayed. Audio from the receiver is heard, but no audio is present.

This has been shared multiple times by other customers and it seems that nothing is being done to resolve this.

- I have reset my phone and uninstalled the Google Duo App. I've reinstalled it and made sure it was running on the latest update.

- Similarly, I have reset my Google Nest Hub Max and left it to install its updates.

-  Tried using a different mobile device

- Tried using a different Google Account

The issue still persists. Please could someone from the Google team look into this and help.

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I look forward to hearing from you.

Kind Regards,

TS01

[Juni]

Hi TS01,

Thanks for reaching out again and 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://goo.gle/3hbLHVD.

Regards,

Juni

[TS01]

H Juni,

Thank you for your reply. Just to note, I was using Google Duo before Google transitioned this to Google Meet and the issue is still ongoing. As this has been over a year and there hasn't really been any new development on this, please could you coordinate a support case with the Google Home team so that I can send any required details to them.

I can't really make calls otherwise which was the main purpose of purchasing a Google Nest Hub Max.

I look forward to hearing from you.

Kind Regards,

TS01

[TS01]

@Juni, Please could someone help me with this post. Thank you.

[Juni]

Hello TS01,

Thanks for the details you’ve shared and, sorry for the delay. To cover all the bases, could you please send us a screenshot of it so we can further check?

I look forward to your response.

Best,

Juni

[TS01]

Hi Juni,

Thank you for getting back to me.

As I said in my original message, this issue happens on and off, meaning that it will sometimes initiate a call successfully.

However, with my issue, what is seen on my mobile device or my home hub is the usual Google Meet menu layout with the end call buttons and three menu dots, however the background is just black and the caller cannot view the recipient.

Hopefully, that makes sense.

[Juni]

Hi there,

Since the steps didn't work on your end, 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.

Regards,

Juni

[Juni]

Hello there,

Hello again, we haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Best,

Juni

[TS01]

Hi Juni,

Thank you for sending this form across. I wish this was sent sooner as it was done originally back in 2022.

Can you confirm that someone from Google Support will now contact me?

[Lance_L]

Hey TS01,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Regards,

Lance

[TS01]

Hi Lance,

Thank you for confirming that this has now been received. I hope to hear from Google Support soon.

[Juni]

Hey there, 

It seems like you are currently working with our support team via email, and I suggest continuing the conversation there. If you need help with other concerns, feel free to start a new thread, and we'll be happy to help.

Regards,

Juni