A Nest Hub (2nd gen) that does not respond to Hey Google has several causes. The Hub has a physical microphone switch on the back; if it is off, the screen shows that the mic is off and nothing you say is heard. Then check that Hey Google is on in the speaker's settings in the Google Home app and that its sensitivity is high. Owners on the Nest Community report that retraining Voice Match and Face Match fixed a Hub that heard them but did not respond, and others found that after an update the Hub no longer responded until the router's IPv6 setting was changed.
Noise, a Hub against a wall and an account mismatch also stop it responding. If it hears but gives errors, restart it. Tapping the screen to give commands is a workaround while you troubleshoot. If the Hub shows words you spoke on the screen but does not act, the voice reached Google and the problem is the account or the service, which points at the Home or the linked device rather than the microphone. Check also that Hey Google works for the same account on your phone: if the phone answers and the Hub does not, the Hub's settings or its connection is at fault, and if neither answers, the account's Assistant settings are the cause.
Differential
Likely causes of “Nest Hub (2nd gen) does not respond to voice control”, and how to tell them apart
- 1
The mic switch is off
What separates it The screen shows the mic is off
How to confirm Slide the switch on the back to turn the mic on
- 2
Hey Google off or low sensitivity
What separates it The Hub rarely wakes
How to confirm In Google Home, turn Hey Google on and raise sensitivity
- 3
A stale Voice Match
What separates it It stopped recognizing you
How to confirm Delete and record Voice Match again
- 4
A router IPv6 setting
What separates it It stopped answering after an update
How to confirm Check the router's IPv6 setting
- 5
Noise or placement
What separates it It misses commands
How to confirm Move it away from walls and noise
Before you touch a setting
Record this first — changing settings destroys the evidence
- The mic switch position
- The Hey Google and Voice Match settings
- The router's IPv6 setting
- Whether it began after an update
Try in this order
0 of 12 completedCheck the mic switch
ReversibleOn the back of the Hub.
Check Hey Google
ReversibleIn the Hub's settings in Google Home.
Raise the sensitivity
ReversibleChoose the highest.
Retrain Voice Match
ReversibleDelete and record again.
Check IPv6 on the router
ReversibleSome updates required it.
Restart the Hub
ReversibleUnplug for ten seconds.
Watch the screen when you speak
ReversibleIf the Hub shows your words, it heard you, and the fault is the account or a linked device.
Check the Hub's language setting
ReversibleIn the app, the Hub's settings, Language, so that it matches how you speak.
Test with the Hub's touch controls
ReversibleSwipe and tap to confirm the Hub itself works, then return to voice.
Compare with your phone
ReversibleSay Hey Google near your phone to see whether the account's Assistant is working, which separates the account from the Hub.
Check the Hub's Recognition and sharing settings
ReversibleIn Google Home, the Hub's settings, Recognition and sharing, make sure Voice Match is on for your account.
Test at a closer range
ReversibleStand within two meters facing the Hub to rule out distance.
Model-specific
What is true of this model and not of its siblings
- Mic switch
- The Hub's switch is on the back.
- Update reports
- Owners reported silence after some Hub updates.
- Heard versus acted
- A Hub that shows your words has working microphones.
- Language
- A wrong language setting makes recognition poor.
- Router settings
- Some post-update problems were solved by changing the router's IPv6 setting.
- Phone versus Hub
- If the phone answers and the Hub does not, the Hub is the problem.
- Recognition and sharing
- This menu holds Voice Match for the Hub.
- Distance
- The Hub's microphones work best within a few meters.
Stop boundary
When this stops being a self-service repair
- !If it never responds after a restart and settings check, factory reset
- !If it began after an update, report it to Google Nest support
- !A Hub with no touch response needs service
Evidence ledger
Sources behind this answer
Exact questions
Common questions
Why does my Nest Hub not respond to Hey Google?+
The mic switch is off, the setting is off or the voice model is stale.
Can an update cause it?+
Yes, some owners report it.
What is IPv6 got to do with it?+
Some reports link updates to that setting.
Can I use the touchscreen instead?+
Yes.
Why does the Hub show my words and do nothing?+
An account or linked-device problem.
Can a language setting affect it?+
Yes.
Why does my phone answer but not the Hub?+
The Hub's settings, mic switch or connection.
Where is Voice Match for the Hub?+
Under Recognition and sharing.