topic Re: My google nest wifi points stopped responding to "hey google" or "ok google" in Nest Wifi

My google nest wifi points stopped responding to "hey google" or "ok google"

MMF18 — Mon, 22 Nov 2021 11:54:49 GMT

I have the google nest wifi router with two additional wifi points. Everything was working fine, both of them responding to "hey google" commands. Recently, they both stopped responding completely. I tried to factory reset on one of them but it still doesn't respond. The mesh test is completed and it has great connection. Can anyone help?

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

IgnaTur98 — Mon, 22 Nov 2021 12:13:32 GMT

Hi!

First, make sure:

Your Google Nest or Home speaker or display is powered on and plugged into a wall outlet.
The microphone isn't muted.
- For Google Home: On the back of the device, touch the microphone mute button. Your Assistant will say whether the microphone is muted.
- For Google Nest Mini (2nd gen) and Google Home Mini (1st gen): On the side of the device, toggle the mic switch. Your Assistant will say whether the microphone is muted.
- For Google Nest Audio: On the back of the device, next to the power cord, toggle the mic switch. Your Assistant will say whether the microphone is muted.
- For Google Nest displays: On the back of your display, use the switch to turn on the microphone. Your Assistant will say whether the microphone is muted.
The LED dots on top of your speaker or display will spin or blink when you say “Ok Google” or "Hey Google."
If your Assistant answers other questions, try to ask the unanswered question in a different way.

If your speaker or display often has trouble activating when you say “Hey Google” or "Ok Google,” you can adjust how sensitive Google Assistant is to “Hey Google.”

For further info check at the bottom of this link: https://support.google.com/googlenest/answer/7212130?hl=en&co=GENIE.Platform%3DAndroid

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

inbarperry — Tue, 23 Nov 2021 04:42:32 GMT

Hello,

I am having the same problem, suddenly all my Google Nest Wifi points stopped responding to "Hey Google" completely, nothing happens. My phone does respond fine. I tried factory resetting and it still does not work, the mic is on.

Thanks.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

Striate — Tue, 23 Nov 2021 11:41:19 GMT

I’m the same, both points no longer respond to Hey Google or work to stream music. I tried factory reset etc.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

MMF18 — Wed, 24 Nov 2021 08:11:52 GMT

Just thought I'd let you all know that my issue has been resolved. It was resolved on its own. Just started working again.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

inbarperry — Wed, 24 Nov 2021 10:49:20 GMT

Thanks for the update.

I am wondering if you are using a gmail email in your google account? Because I was told by support that the reason for my problem is because I am not using gmail in my google account, which of course doesn't make sense, since it worked in the past.

Thanks.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

inbarperry — Thu, 25 Nov 2021 16:00:34 GMT

Where are you located? Are you in a country not supported?

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

Jeff — Tue, 30 Nov 2021 22:31:05 GMT

Hi, MMF18.
I just wanted to jump in real fast to see if you saw inbarperry's replies and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.
Thanks.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

inbarperry — Wed, 01 Dec 2021 04:36:53 GMT

Hi Jeff,

My problem has not been resolved and I would be happy for a solution.

Thanks

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

MMF18 — Wed, 01 Dec 2021 08:32:25 GMT

Hi Sorry I just saw this. Yes I am using a gmail account. Google support told me my issue was that google assistant wasnt supported in my country which is not true because it was working. Anyway, my issue got resolved on its own.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

wallrobertc — Wed, 01 Dec 2021 17:37:05 GMT

I have the same exact issue. I factory reset the whole network (5 times!) and hard reset both points (using the button) and while the points add to the network, neither respond to voice commands. Other google devices in the network respond. I tried retraining the voice, turning the voice on and off - nothing - it's just the nest points that aren't working.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

Jeff — Wed, 01 Dec 2021 19:21:16 GMT

Hey, all.

Thanks for adding your experiences in. I'll bring this up with an internal team again and see if we have any more info to share on the issue or any expectation for when a fix might be available. I'll update the thread if I learn more.

Thanks.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

yolo — Fri, 03 Dec 2021 06:04:14 GMT

I'm on the same boat. My Nest Wifi Point just stopped responding to "Hey Google". Factory resetting makes it respond but just to tell me to set up via Home app. After finishing setting up, it doesn't respond at all. It was working fine before though.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

Jeff — Fri, 03 Dec 2021 20:49:17 GMT

Hey, yolo.

Sorry that you're seeing the same issue. Thanks for chiming in.

For those who haven't already done so, would you mind sending in a feedback report? Make sure to explain what's happening when you do so as it will help our internal teams match the problem to the report more quickly. Here's the feedback report process.

Open the Google Home app .
At the top right, tap your account.
Tap Feedback tap the type of device you'd like to submit feedback for.
To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
In the feedback summary, write a brief description of your issue.
Be sure to check the box for Screenshot and System logs.
To submit feedback, at the top right corner, tap Send .

Thanks.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

Derrickrjohnson — Mon, 06 Dec 2021 02:32:19 GMT

I’m having this same issue. I have tried to factory reset manually and with the Google Home app, stile not responding…..please help

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

Jeff — Mon, 06 Dec 2021 19:10:44 GMT

Hi, Derrickrjohnson.

Sorry to hear that you're having the same issue. We're still looking into this, but if you haven't shared your feedback, please do that as it will help our internal teams speed up a diagnosis.

Thanks.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

inbarperry — Thu, 09 Dec 2021 05:08:15 GMT

Hi,

Just as an update, my Nest point started responding on their own. I changed my house address to the US, since I was in a country not supported by Google Home. It did not work immediately, but after a few days it started responding, so I am not sure if that solved the problem.

I now switched back to my true address and it is still working.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

Jeff — Thu, 09 Dec 2021 18:46:09 GMT

Hi, inbarperry.

Thanks for adding that workaround to the thread. It's definitely something others can try.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

wallrobertc — Fri, 10 Dec 2021 00:43:21 GMT

I am in the US and never have left...I'm considering just submitting a warranty claim.

Re: My google nest wifi points stopped responding to "hey google" or "ok google"

Jeff — Fri, 10 Dec 2021 20:49:10 GMT

Hey, wallrobertc.

If you want to go through the warranty process, contacting support is your best bet there. You can do that here: https://bit.ly/3o1aRK5. Hopefully you can get things to work, but I would understand if things just aren't working for you.

Thanks.