Video but no sound from hub max

[en7edh]

When I'm trying to talk to someone that I can see (via hub max camera linked to my android phone), I can see them, they can hear me, I can't hear them. Why can't I hear them? The mic on the hub works fine because it responds to commands when I'm with it. Thanks 

[Dan_A]

Hi en7edh,

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? What country are you in? To confirm, is this happening when making Duo calls?

It would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router followed by your Nest Hub Max..
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

Check this guide for options about our calling features.

Keep us posted.

Best,

Dan

[en7edh]

Thanks for the follow up. I've tried multiple reboots and IP address configurations in the past. Its always been a problem since I installed the hub about 6 months ago. 

Let me describe the situation more clearly. If I'm away from the hub (different town or just different room) I can clearly see the Nest video feed. However, I can't have 2 way audio. 

I messed around with it this morning and it turns out I can hear what's going on if the mic is switched off on the mobile device. So essentially the nest hub is giving me 1 way comm's at any time, which is a bit rubbish. My Ring doorbell manages simultaneous 2-way comm's.

To answer your other questions, I'm in the UK and I don't make duo calls. I'm just talking about being able to communicate with whomever I can see in the hub's video feed, via my mobile device.

Thanks

[Muddi]

Hey en7edh,

Chiming in to ensure everything is covered here. Let's go ahead and reset your device. Please note that it will remove all the settings on your Nest Hub Max and it will require you to set up the device again. Also, make sure to save important footage from the device's video history and remove your Nest Hub Max from the Google Home app first before resetting it.

Follow the steps below:

1. Save important footage from the device’s video history.  
2. Make sure the device is plugged into a tested and functional power source.
3. Remove the device from the Google Home app.
4. Open the Google Home app.
5. Tap and hold the device's tile.
6. Tap Settings > Remove device > Remove.

Reset the device

1. At the back of the device, press and hold (long press) both volume buttons for about 10 seconds.
2. To signal the start of the factory reset process, Google Assistant plays a sound.

Let us know how it goes.

Cheers,

Muddi

[en7edh]

Hi Muddi,

before we go down the drastic measures route, are you confirming that simultaneous 2-way audio is supposed to be possible between an android smart device and the hub?

thanks

Elliot

[Dan_A]

Hi en7edh,

Chiming in ― the 2-way audio should work between your Nest Hub Max and the Google Home app on your phone when you select the “view Nest cam” option. I’ve tested the feature again on our test device and it worked like a charm.

If you could try to replicate the issue, please do! If it persists, then follow the steps above for the factory reset to revert your Nest Hub Max to its original settings. Remove the device first from your Google Home app before doing the factory reset.

Best,

Dan

[en7edh]

Great. Thanks. I have just tried it in the home app. It worked! I was previously using the Nest app, which I will likely just delete. 

Many thanks 

[Dan_A]

Hey there en7edh,

Perfect! Google Home app is the key.

As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,

Dan