Google Nest Cutting out when listening

[DylK]

Hi All,

I am having a problem with all my nest devices whereby it will answer to hello google and listen to the command but once I am finished it talking one light blinks and nothing happens. I have ti repeat myself 4/5 times to get it to carry out the command. Looks like they're running old firmware and I can't update it.

Any pointers?

[Azarco]

Hey DylK,

Thanks for reaching out — let's see what's going on.

A few questions: 

• What type of speaker or display device do you have? 
• Is it happening to all voice commands?
• When did it start happening?
• Does the success rate vary based on how far away you are from the device?
• If the success rate varies, what's the farthest distance (in feet) can you be away from the speaker or display before it starts to fail?
• Does the same issue occur when others speak to the speaker or display?

Give these steps a try:

1. Reboot your Nest speakers and router to refresh the connection.
2. Try resetting your Nest device to make sure its up to date.

Let us know how it goes.

Thanks,

Alex

[DylK]

Hey Alex,

It is a Harmon kardon citation one with Google assistant built in. I have reset the speaker possibly 10 times now and still have no success. Distance doesn't make a difference as I have tried standing next to the speaker and it still cuts out.

Same issue is occurring on other speakers yes.

Cheers,

Dyl

[Azarco]

Hey DylK,

Did you have a chance to reset your device? Also, just to confirm, do you have any Google Home or Google Nest speakers or displays? If your speakers are all Harmon Kardon Citation, you might get in touch with the to assist you in resetting your device to make sure its up to date.

Best,

Alex

[Azarco]

Hey DylK,

I wanted to follow up and see if you are still in need of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Alex

[DylK]

Hey Alex,

Yep I am still having some serious trouble with this as now both my Harman kardon and my Google nest mini are sharing the same problem and cutting out when I feed it a command.

Cheers

[Azarco]

Hey DylK,

Thanks for letting us know. 

Since this is happening to all your speakers, have you tried rebooting your router to rule out any network related issue? Also, are you using a private network? If so, do you have a dual-band router? 

Thanks,

Alex

[DylK]

I have rebooted my router and reset the connection as well as resetting the device(s). I have a dual band router but have 5Ghz turned off so everything is on the 2.4Ghz band. 

Hope this helps,

Cheers

[Azarco]

Hey DylK,

To check, could you please provide us the cast firmware version of the affected Nest Mini device? 

Also to isolate, is there a way that you can try setting it up using a mobile hotspot? Let's have a separate phone that will serve as a source of internet (mobile hotspot) and the other phone as your set up device. Connect your set up device to the other phone's mobile hotspot and let's attempt to set up the Google speakers on that network and let's see you'll get the same result.

Thanks,

Alex

[DylK]

Current nest mini is running;

Cast firmware: 1.56.282045

And my Harmon kardon is running

Cast firmware: 1.44.219548.

Have also tried resetting using a mobile hotspot and still no luck.

[Azarco]

Hey DylK,

Thanks for the additional information! We'd like to take a deeper look into this — could you fill out this form and let me know once you're done?

Thanks,

Alex

[DylK]

Hey Alex,

I don't see a form here?.

Cheers

[Azarco]

Hey DylK,

Oops, my bad. Here's the form. Let me know once you're done.

Thanks,

Alex

[DylK]

Hey Alex,

I am getting an error when trying to submit that form, it just keeps asking me to refresh the page.

Hope this helps, please let me know if there's anything else I can do.

Cheers

[Azarco]

Hey DylK,

Thanks for letting us know and we apologize for the inconvenience. I'll be checking this with our team and I'll get back to you once we have an update.

Best,

Alex

[Azarco]

Hey DylK,

Filling out the form should be resolved now. Could you please try it again and let us know once you're done?

Thanks,

Alex

[Azarco]

Hey DylK,

Let us know if you had the chance to fill out the form as I'll be locking this thread in 24 hours if we don't hear from you.

Kind regards,

Alex

[DylK]

Same error

[Azarco]

Hi DylK,

Yikes! Could you please try opening the form using another phone or a different browser?

Best,

Alex

[Azarco]

Hey DylK,

We haven't heard from you in a while — how's it going with the form? Do you still need help with this?

Thanks,

Alex

[Azarco]

Hey DylK,

Checking back in — have you had the chance to fill out the form? If not, try filling it out one more time using this link.

Kind regards,

Alex

[Azarco]

Hey DylK,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.

Best,

Alex

[DylK]

Hi Alex,

Form still doesn't work 😞

Cheers,

Dyl

[Azarco]

Hey DylK,

Thanks for letting us know and we appreciate your patience. 

I sent you an email, please reply back to it so that our team can assist you further. Also, we will continue our conversation there.

Best,

Alex

[Azarco]

Hey DylK,

Our team will continue reaching out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hrs. 

Thanks, 

Alex