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Suddenly I cannot make a video call to my mom

VancouverCha
Community Member

Hi 

 

I am living in Canada, while my mom lives in Korea.

 

We have video chat using google nest hub max in Korea and Canada.

 

When I set up my google nest hub max, I could make a video call to my mom from my nest hub max.

 

However, at this time, I can only make a voice call. There is no video call button when I click communicate and mom. If I make a voice order, it says my mom does not exist in Duo.

 

However, she can make a video call to me from her nest hub max. I am very confused why suddenly I cannot do it while my mom can do it. Can you please help me fix my nest hub max?

19 REPLIES 19

VancouverCha
Community Member

When I made a voice call from Nest hub max, it said the number was invalid. Then, How can I call my mom on my phone and how my nest hub max takes her video calls?

Princesss
Community Specialist
Community Specialist

Hi VancouverCha,

 

Thanks for visiting the Community.

 

That's pretty strange knowing that it worked before with making Duo calls on both devices. Have you already tried performing a complete reset to both devices to see if this would make any difference? If not, you can follow the steps on this link: https://goo.gle/3x50Yl7

 

Let us know how it goes.

 

Best,

Princess

Princesss
Community Specialist
Community Specialist

Hi there,

 

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

Hi Princesss,

 

Thanks for helping me.

 

I reset my hub max 4 times. However, it did not work.

 

I have two phone numbers. One is a Canadian number. Another is a Korean number.

 

In the second reset, I set up my nest with my Korean number. However, it did not work too.

 

What I found was on my phone, my mom's number turned to a number with an international number, and I can make video calls from my phone. (+82 10-2868-xxxx)

 

However, on the nest hub, it was just considered as 010-2868-xxxx. Then, it considered this number as an invalid number. (Even though I set up my number with my Korean number)

 

Can you please help me how to add the international number to my mom's number?

 

Thanks,

JW

Hi Princess,

 

Can you please let me know if you can fix this issue?

 

I have waited for your answer for two weeks.

 

Thanks, 

Muddi
Community Specialist
Community Specialist

Hey VancouverCha,

 

Chiming in. To confirm, is your mother's number added to your contacts? Are you able to call other people using the Google Duo on your Nest Hub Max? Also, could you tell us the specific command that you are using?

 

Cheers,

Muddi

Hi Muddi,

 

Yes, because I added her number to my contact, I can call my mom from my pixel phone. When I receive my mom's call from my Nest, it shows up as my mom. However, when I try to call my mom from my Nest, it says my mom's number is invalid.

 

I have used my Nest since last November. I could call my mom from Nest until last February, but since a certain time, I cannot call my mom anymore. When I call my mom from Nest, I go to communication and select her from my contact. I wonder if you can check my nest in someway. 

 

Thanks,

Muddi
Community Specialist
Community Specialist

Hi VancouverCha,

 

Sorry for the delays. We appreciate 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.
 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey there,

 

Checking in, have you had the chance to fill out the form?

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hi VancouverCha,

 

I'm just checking in to see if you still need help with your device. 
 

Cheers,

Muddi

Juni
Community Specialist
Community Specialist

Hi there,

 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there, as this thread will be locked after 24 hours.
 

Best,

Juni

VancouverCha
Community Member

When the nest was using duo, it recognized the international number. However, now it does not recognize it.

VancouverCha
Community Member

Hi

I am living in Canada, while my mom lives in Korea.

We have video chat using google nest hub max in Korea and Canada.

When I set up my google nest hub max, I could make a video call to my mom from my nest hub max.

However, at this time, I can only make a voice call. There is no video call button when I click communicate and mom. If I make a voice order, it says my mom does not exist in Duo.

When I made a voice call from Nest hub max, it said the number was invalid. Then, How can I call my mom on my phone and how my nest hub max takes her video calls?

However, she can make a video call to me from her nest hub max. I am very confused about why I cannot do it while my mom can. Can you please help me fix my nest hub max?

Google nuked duo and made everything Meet.

Google also put caps on Duo and Meet.

The voice commands are inconsistent at best. I always use my phone, and when the apps don't work there, my computer. 100% of the time it's because the recipient chose/uses it. It's time to switch to a better, working solution. She can't use her phone?

Hey @VancouverCha .

Duo was updated to Google Meet: Bringing the power of Google Meet to Google Duo users 

While the functionality isn't exactly the same, Duo's most used features are being added constantly to Meet so things are getting more familiar to Duo users.

Essentially, you just need to move over to the Meet app, connect it to your Google account, and start using it. The Duo app was moved to the Meet app on the back end and the icon updated. There are some limitations like call length and number of people that can join with the "base" Meet which can be upgraded if necessary with a Google Workspace subscription (Individual or Business).

Below are some articles that should assist with setting up Meet. The documentation hasn't been updated from Duo to Meet since the full changeover but the process is the same to link it.

Have a video meeting on your Smart Display 

Make Duo calls with your speakers or displays 

Make calls and broadcast messages on speakers and displays  

 

Let me know if this helps to get things back up and running or if you need further assistance.

nmttyy

 

LovelyM
Community Specialist
Community Specialist

Hello everyone, 

Thanks for your assistance here, @thisisausername and @PatrickP_Viking.

@VancouverCha, It seems like you already created another thread about this concern, so I'll merge this with the main post so we can communicate effectively. You can follow the main one for updates here.

Best, 
Lovely

VancouverCha
Community Member

Hi my previous post is 

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Suddenly-I-cannot-make-a-video-call-to-...

 

I bought two Nest hub maxes for my mom living in Korea and me living in Canada.

Now my mom can make video calls from her nest hub max.

However, I cannot make video calls from my nest hub max. It said that my mom's number is invalid. However, I can make video calls from my pixel phone. 

 

What I found was on my phone, my mom's number turned to a number with an international number, and I can make video calls from my phone. (+82 10-2868-xxxx)

 

However, on the nest hub, it was just considered as 010-2868-xxxx. Then, it considered this number as an invalid number. (Even though I set up my number with my Korean number)

 

Can you please help me make video calls from my google nest hub max?

 

Thanks,

 

JW

 

 

Muddi
Community Specialist
Community Specialist

Hey VancouverCha,

 

It seems like you already created another thread about this concern, so I'll merge this with the main post so we can communicate effectively.

 

Cheers,

Muddi