nest hub wont respond anymore after update.

[meezs]

since the new google home update of last week (where the whole layout of the app changed etc.) my hub won't respond anymore to any commands. Since then every time I say " ok Google" or "Hey Google" the hub responds with "Sorry something went wrong, try again in a few seconds". there are times that the hub does respond but that only occurred two or three times in the last week. 
Does anyone have a fix or any tips? thanks in advance!

[MplsCustomer]

@meezs 

I don't think the update to the Google Home app on our phones should have any effect on the responsiveness of our Nest Hubs.

Have you tried a simple "reboot", either from within the Google Home app or by unplugging your Nest Hub for a minute or so?

[meezs]

Hi, yes i did! I also did a full reset on the hub without succes 😞 

Thanks for your reply!!

[MplsCustomer]

@meezs 

It's strange that it should have started at the same time as your Google Home app was updated.  (Google Nest is turning on the updates device-by-device on their servers; two of our three mobile devices have now been updated, several days apart.)

[Princesss]

Hey everyone,

Thanks for visiting the Community.

@MplsCustomer, thanks for trying to help us out.

@Bikewatch2000 and @meezs, I appreciate all your efforts on trying some steps. Could you please provide the cast firmware version of your devices if you can see that available?

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

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app .
3. Touch and hold your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Looking forward to your responses.

Best,

Princess

[meezs]

Hi! My device is running on cast firmware: 1.68.356352 

[Muddi]

Hello meezs,

Thanks for coming back to us. Could you tell us which Nest Hub you have (1st, 2nd gen, or Nest Hub Max)? Also, to eliminate network issues, try setting up your device using a mobile hotspot. Please note that you will need two mobile devices for this setup (one will serve as a router, and the other will be used to set up your Nest Hub). Let's see if your device has the same behavior when connected to a different network.

Keep us posted.

Cheers,

Muddi

[Muddi]

Hey WoolyMatt,

Sorry to hear that you're having the same issues on your device. Could you tell us which Nest hub do you have (1st, 2nd gen, Hub Max)? Also, please try the steps above to eliminate network issues.

Cheers,

Muddi

[Muddi]

Hi WoolyMatt,

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

Cheers,

Muddi

[WoolyMatt]

Hi, it's an original Google home.

I reset the device and the Home app detects it but can't connect to it for setting up. Maybe this is something to do with my 5ghz/2.4ghz router? I will try it again with the 5Ghz network switched off. Thanks

[WoolyMatt]

I finally fixed this by using the home app on my partner's iPhone. Why the Home app worked on her iPhone and not my OnePlus 9 Android phone is anyone's business?!

[Muddi]

Hi there,

Sounds like a good plan! Let us know if you are able to set up your device after turning off the 5.0 GHz network on your router.

Cheers,

Muddi

[Muddi]

Hello Fakoff,

Sorry to hear that. To confirm, have you tried setting up your device to a different network like mobile hotspot Could you provide us the system firmware version of your device? Also, what is the make and model of your router?

Cheers,

Muddi

[Fakoff]

Hi Muddi,
Turns out this was an ISP issue, download speeds were fine, but upload was at an almost  complete standstill (47kb) with extreme latency.
Since that's been fixed, the Hub works as expected again.

[LovelyM]

Hi folks,

@Fakoff, @WoolyMatt, many thanks for the update! We're glad that both of your Google Nest Hub devices are now back up and running. Please let us know if you have additional questions or concerns before we close this thread within the next 24 hours. 

Sincerely,
Lovely

[WoolyMatt]

What was the reason for my android phone not being able to connect to my Nest Hub when an iPhone could?

[LovelyM]

Hey WoolyMatt, 

There are a few reasons why your phone is unable to connect to the Google Nest Hub. It might be that there are some changes in the settings of the device after a software update, with the Google Home app version installed on it, or something else. That's why one of the workarounds recommended if you are unable to set up the Google Nest display is using a different phone to configure the device. 

Cheers, 
Lovely

[Alex_S]

Hi there,

I'm jumping in to ensure everything is good here. Feel free to let us know if you have more questions about this.

Best,
Alex

[Alex_S]

Hey there,
 

We haven't heard from you in a while, so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Warmly,
Alex

[Muddi]

Hey folks,

Checking in, did the troubleshooting steps shared help?

Cheers,

Muddi

[Muddi]

Hi everyone,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Cheers,

Muddi

[meezs]

Hi, im sorry i was away from home for a few days! The problem is still going on sadly. Tomorrow i will check and post the firmware that my device is on!

[Bikewatch2000]

I am also experiencing the same problem and after resetting the device keeps appearing to shift from online to offline and back again in the home app. 
The hub just responds constantly with there is an error/glitch please try again in a few minutes 😞

[WoolyMatt]

The same has happened to mine. This stuff always happens when they update the Home app 🙄

[Fakoff]

Having the exact same issue since today.
Hub mic activates on hot word, doesn't register the question/command, doesn't write it back on screen (as it always did before), and after a while gives 1 of 2 answers, either "there was a glitch" or "something went wrong"

Did multiple reboots and a full factory reset, nothing changed.
1st gen. Hub, cast firmware 1.68.353511

EDIT: Issue resolved, ISP related.