Geeni device controls work but assistant replies "sorry i couldn't reach Geeni"

[tammman]

When I issue a command to google home device, for example "turn off all lights", assistant responds "ok turning 29 lights off, sorry it looks like Geeni is unavailable right now"  even though it has turned the Geeni lights off as well as all other lights, proving Geeni control is actually available!?!?

[Muddi]

Hey tammman,

Thanks for sharing details about the issue. I understand how strange it is when you get those responses from your Google Home device in spite of being able to control your lights. Let's dig deeper into this. 

Let's do a sequential reboot. Please disconnect your speaker and router from the power source. Leave them unplugged for 1 minute then plug it back in one at a time. Once done, check if you still get the message. If it still doesn't work, try to unlink and re-link your Geeni account from the Google Home app to refresh the connection.

Let me know how it goes.

Cheers,

Muddi

[tammman]

Hello Muddi, thanks for the suggestion. Sadly it didn't fix the issue.

[Azarco]

Hello there,

Thanks for trying those steps. Have you tried resetting your Google Home speaker? Also, make sure your devices are set up on the same home structure.

Best,
Alex

[tammman]

Thanks for the suggestions Alex, I have several Google Home speakers, all have been reset, and problem not solved. Everything is set up in a single home location.

T

[Azarco]

Hi tammman,

We're sorry for the late response. Do you have other smart home devices that are having the same issue? What's the cast firmware version of your Google Home? Also, what's your router make and model.

Keep us posted.

Thanks,

Alex

[tammman]

Hello Alex, all of my google smart speakers have this issue. I have 7 of them. 5 speakers of different models: Firmware system 324896 cast 1.56.324896, and
system 9.20221010.3.176 cast 1.67.330920 on one display unit, and
system oimk.211005.001 cast 156.285116 on one Lenovo unit.

Routers are Asus mesh RT-AC88U,  RT-AC3100 and repeater RP-AC55

[Azarco]

Hello tammman,

Thanks for providing those details. 

We'd be happy to take a look into this for you. Please fill out this form with all the needed information and let me know once you’re done.

Regards,

Alex

[tammman]

Form has been submitted per your request

T

[Azarco]

Hey tammman,

We received your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Alex

[Princesss]

Hi there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess