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"Sorry I don't know where to play the video" NestHub Gen 2. Display is set to default.

davillanx
Community Member

Just bought this device, as the subject line states, I cannot launch any video directly from the Nest Hub. If I press an icon for ANY video service e.g. YT, YTTV, Netflix, etc., I get the "Sorry I don't know where to play the video" response. I've deleted & re-added the device to my home & checked within the assitant appliction that the Nest display is set to default. I can cast to device.

TIA for assistance.

 

1 Recommended Answer

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for providing all the information, and I apologize for the inconvenience. We are getting similar reported issues like this, and the team is looking into this issue at hand.

 

Please send feedback on your devices by saying, "Hey Google, send feedback," followed by a brief description of the issue. Visit this link for more steps. Also, it is best if you send a feedback after you experience the issue so make sure to replicate it first.

 

I'll make sure to update the thread as soon as I have more information to share.

 

Cheers,

Muddi

View Recommended Answer in original post

63 REPLIES 63

Arc1969
Community Member

Exact same issue and it's really frustrating. I'm getting ready to send it back unless I can get this sorted.

Juni
Community Specialist
Community Specialist

Hi folks,

 

Thanks for posting and for being a step ahead of us. 

 

I know how it feels when something isn’t working as it should, so let’s get this resolved. It looks like you’ve done a good amount of troubleshooting in this issue. Could you confirm if this is how you did the reset? If not, you can both do this too. Check the step below

 

Here’s how to do the reset,  press and hold the volume up and down button located at the back of your Google Nest Hub together for about 10 seconds. You'll hear your Google Assistant confirm that it's resetting your Google Nest Hub.

 

Keep me posted.

 

Regards,

Juni

davillanx
Community Member

Yes, I chatted with google support first. We did a reboot, then a full reset & rejoined my home.

Arc1969
Community Member

Reset exactly as described, joined back into my home. Haven't changed any settings at all. Still exactly the same, which of course was always going to be the case. It's not a hardware problem, it's a software problem.

Juni
Community Specialist
Community Specialist

Hi folks,

 

@davillanx, could you provide us with the case number so we can further check it.
 

@Arc1969, thanks for the details you provided. Have you tried setting it up to another home structure and observe if this will make a difference? Check the steps below on how to create a new home.

 

  1. Open the Google Home app.
  2. Tap Add .
  3. Tap Create new home.
  4. Assign a home nickname, and enter the home address. 

Let me know how it goes.
 

Regards,

Juni

davillanx
Community Member

case number is 5-5750000033180.

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Chiming in, could you try renaming your Nest Hub (2nd gen) then remove and re-enter your default device for video and speakers. Once done, reboot your Nest Hub by disconnecting it from the power source and leave it unplugged for 1 minute.

 

Keep us posted.

 

Cheers,

Muddi

Still does not work 😞

davillanx
Community Member

Just tried that, no difference.

Arc1969
Community Member

I've already tried this previously, and it made no difference.

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for trying. To confirm, are you able to open or play movies from Netflix via voice command on your Nest Hub (2nd gen)? Also, please provide the firmware version of your Nest Hub (2nd gen).

 

Cheers,

Muddi

fshunting
Community Member

I have tried using voice commands to launch Netflix, it doesn’t work either. I also noticed that other apps I linked such as Disney plus and Hulu do not show up in the app list. 

the firmware version on my device is 324896. The Chromecast firmware is 1.56.324896

davillanx
Community Member

System firmware version: 324896

Cast firmware: 1.56.324896

Muddi
Community Specialist
Community Specialist

Hey folks,

 

Thanks for providing all the information, and I apologize for the inconvenience. We are getting similar reported issues like this, and the team is looking into this issue at hand.

 

Please send feedback on your devices by saying, "Hey Google, send feedback," followed by a brief description of the issue. Visit this link for more steps. Also, it is best if you send a feedback after you experience the issue so make sure to replicate it first.

 

I'll make sure to update the thread as soon as I have more information to share.

 

Cheers,

Muddi

Yea hi. When will the item I paid money for actually work as advertised? And I've rebooted, reset, factory reset, deleted the room, deleted the home, everything you will possibly ask me "did you do this", I have done. When will it be working?

Arc1969
Community Member

Hi, I'm not sure how serious you are taking this problem? The link you sent is how to report problems with Google WiFi?  I'm sure the method is exactly the same regardless of the product - but it just seems a little... careless?  

thanks.

I just purchased the Hub Max yesterday and encountered the Netflix can play on this screen error. As of now its the only flaw I have encountered. I have two nest minis that I have for voice activation of my interior home lighting as well as my thermostat. My wife recently had surgery so some usual home task are difficult for her. I thought by getting the hub max I could make it easier for her. Streaming Netflix is not a deal breaker. I have not tried calling from it yet, but that is an option? 

Muddi
Community Specialist
Community Specialist

Hey folks,

 

I'm checking in on this thread since it's been a while since it was last updated. There's no new news to share at this time, but I'll continue monitoring the thread and updating it as I know more. 

 

Cheers,

Muddi

"Sorry, i don't know where to play the video, please tell me the exact name of the screen".  Each and everytime I try to play YouTube TV I am greeted with this response.  Looking for solutions.

 

Thank you!!

Muddi
Community Specialist
Community Specialist

Hey Sealion,

 

Thanks for sharing details about the issue. I’ve moved your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

 

Cheers,

Muddi

Hey how about your multi billion dollar actually does something, and you stop blatantly lying. I'm sending this thread to all tech/review sites.

THIS IS NOT NOT NOT an answer!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Misleading. This is not an answer. This is a "I dont know, just shut up ok?" statement.

It’s now March, so two months later, and my device is still doing this. Chatting with Support and they act like they’ve never heard that this is even an issue. 

ginostoica
Community Member

Will you be able to fix this god **bleep** issue already??? We're really tired of those "templates" you're sending us... You keep saying that you're escalating the issue to the relevant department, but this issue has been going on for ages... You're making me take both hubs back to the store and get my money back... Never imagined Google support could be so incompetent... I really hope Apple releases a hub of their own... I'll get that for sure.

Arc1969
Community Member

More detail for you, and I guess you can say using voice commands do actually "work", but it's a method I'll never use.  I want to browse before watching something.

These voice commands work and will bring up the video (at least for me):

"Watch MKBHD on YouTube".

"Watch Stranger Things on Netflix"

"Watch Stars Wars on Disney Plus"

 

There appears to be no way to bring up your own youTube subscriptions or Home feed. No way to browser Netflix or DisneyPlus.  You have to specify "exactly" the name of what you want to watch.

thanks.

Arc1969
Community Member

Ok, I created a home called "Test", removed the Hub from the old home and moved in into the new Test home - no difference at all. It still asks "please tell me the exact name of the screen" etc

12345667Mom
Community Member

Same here. Just opened the item this AM.

Get ready for a couple months of it not working! This happens frequently and they dont fix it.

12345667Mom
Community Member

I forgot to mention, I also tried all of these steps above. Same error message. I also tried other apps like Disney Plus.

fshunting
Community Member

I’m having the same issue. Brand new Nest Hub gen 2 and it won’t open Netflix. I’ve set this device as default tv and tried unlinking and resetting the device to no avail. 

Quigs
Community Member

I am also having the same issue on a brand new Nest hub.

leggomyeggo
Community Member

having the same issue as well only way to open netflix is to say play netflix for me but the selections limited

WhyNestSoBad
Community Member

Same issue and you guys are not communicating anything. YOU MADE THE ADVERTISING SHOW THE ABILITY TO WATCH VIDEO. How are you guys so terrible at quality control?

Sincerely, 

A customer who will never purchase nor recommend a nest product again as it dosnt work 99% of the time, and support sucks and dosnt help.

Google support = "Did you read the manual? Did you unplug it? Did you do the basic steps to every computer product? Ok well we still cant fix it because it's a software issue we introduced ourselves!" Terrible customer support. Worse than a company that has 1 employee that doesn't answer the phone 50% of the time.

leggomyeggo
Community Member

so far only workaround I've found is to open netflix or whatever app on your phone and cast it to the nest. Really beats the purpose of having a google assistant tho

Dan_A
Community Specialist
Community Specialist

Hi folks,

 

Sorry for the inconvenience and thanks for your patience. Our teams are aware that there's an error saying, "Sorry I don't know where to play the video" when opening a music service tile on your Nest Hub 2nd Gen and we're working on a fix. We'll keep this thread open so everyone can chime in.

 

Best,

Dan

davillanx
Community Member

Were you able to replicate the error in your test env? Just curious how far away you are from a solution. I have another NestHub Gen 2 device being delivered tomorrow that I had intended to gift, if a solution is in the works, I'll gift as intended; if not, I'll return for refund. 

Thank you,

 

If you want to take a gamble and give a gift that may never be fixed (just google "google home errors reddit") then get it! If you want a reliable gift, refund.