02-11-2023 07:17 AM
My Next Hub Max has stopped responding to questions. It's been a couple of months now. I already did a factory reset, also unplugging for 30 seconds and reconnecting, all of the typical fixes. Nothing has fixed it.
The camera, photo frame, and regular display features work. My kids are upset because we use this system daily and it's been something we relied on for years. What can we do now?
02-14-2023 02:35 PM
Hi Nicolemarie,
This is not the experience we wanted you to have, let me help you. A few things: when did your issue begin? Were there any recent changes made? When you did the factory reset, was it the same steps as what you see in this link? Does it never respond to “Hey, Google” or does it only respond sometimes?
Try these steps to further our troubleshooting:
1. Check if the Speaker or display’s microphones are not blocked.
3. Make sure the speaker or display is not muted. Ensure that the two microphones on top of the device are not covered.
4. Unplug the power cord from the speaker or display and reconnect (reboot).
5. Make sure you use the hotword correctly and within range.
6. Check if LEDs respond to long press (3 second tap).
7. Check My Activity to check the audio record quality:
Note: You can also select the Controls tab next to History to access the recording. Make sure you select “Include voice and audio activity.”
Keep us posted.
Best,
Dan
02-18-2023 02:30 AM
I have followed all of the steps. It stopped glitching for one day, after a ton of work I put into it fixing it. I even switched all of our devices to another account of mine and removed the second account from the home group. I had to reconnect all of the devices to the one account. All restarts, resets, etc have not worked. It can hear us. The recordings are fine.
Its just the same message, "there was a glitch, try again in a few minutes." Or just the ellipses... and then silence.
02-20-2023 01:26 AM
Hey Nicolemarie,
Chiming in, to ensure everything is covered here. To eliminate network issues, try setting up one of your Nest Hub Max using a mobile hotspot. Make sure to remove it from the Google Home app first before resetting it. Also, please note that you will need two mobile devices for this setup (one will serve as a router and the other to be used to set up your Nest Hub Max).
Keep us posted.
Cheers,
Muddi
02-23-2023 06:55 AM
Hi there,
I'm jumping in to follow up if everything is good here. Let us know if you have any further questions.
Regards,
Juni
02-24-2023 10:18 AM
Hi there,
We haven’t heard back from you, so I'll be locking this thread in 24 hours. Feel free to create a new one if you have other concerns in the future.
Best,
Juni
02-17-2023 02:49 PM
Hi there,
I'm jumping in to follow up if everything is good here. Let us know if you have any further questions.
Regards,
Juni