There has been a glitch" and or "Emm something went wrong" Try again later

[KieranLWalsh]

I and multiple others have speakers that have stopped working. Goggle have not addressed the problem. When I posted about my problem:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/There-has-been-a-glitch-quot-and-or-quo...

I was told that Google would contact me which they never did. Instead they just closed the discusion in the same way they have for other threads on the same topic. They are refusing to provide a solution and the speakers are only good for the bin after I only got c1 yr use from their product.

I wanted to post this so everyone knows what Goggle are doing.

Best,

Kieran

[Juni]

Hi KieranLWalsh,
 

Thanks for posting here in the Google Nest Community and sorry for the delay.

We hear you — we can understand why you feel that way. Did our support team contact you already? Please keep your lines open as they may reach out to you anytime soon. 

Keep me posted.

Regards,

Juni

[Azarco]

Hey there,

How's it going with your Google Home devices? We hope you're able to get the support that you need. Let us know if you still need our help.

Best,

Alex

[KieranLWalsh]

They contacted me a couple of days ago and I'm about to give them the information on the devices. Best, Kieran

[Azarco]

Hello KieranLWalsh,

We saw your email response and thanks for sending your device details. I'll follow-up your case with our team. I'll loop back in if there's an update or you can also check your email for any news from them.

Best,
Alex

[Dan_A]

Hey there,

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

Regards,

Dan

[Dan_A]

Hi folks,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Thanks,

Dan

[KieranLWalsh]

Please don't as I'll just have to open another one linking this one and the last one. So far I have been asked to use a phone hotspot rather than the modem which works with multiple devices including google devices. I am still waiting to hear back which takes a few days at a time. It would be a lot better if you allowed the same time span, several days and not 24hrs you allow here. Best, Kieran 

[KieranLWalsh]

Good afternoon, just for an update I sent an email on the 30th and am waiting for an update. Understandable given the time of the year but I will try and keep you updated. Best, Kieran

[Dan_A]

Hi KieranLWalsh,

Thanks for the update. We'll keep this thread open and wait for your response.

Have a great day.

Cheers,

Dan

[Princesss]

Hi KieranLWalsh,

Chiming in-- how did the steps go? Let us know if you're done, otherwise we'll be locking the thread shortly.

Best,

Princess

[KieranLWalsh]

I promise I will keep you updated. There is no progress. Can you please stop trying to lock the thread before the issue has been addressed? I have a problem that there are multiple threads about with no solution. 

Best,

Kieran

[Dan_A]

Hey there,

Understood! I figured you already have been in contact with our higher tier ― keeping the thread open until you've reached a conclusion with them.

Kind regards,

Dan

[KieranLWalsh]

That would be great as I can share a solution with other users. Just when I had the problem first there were several threads with the same problem and no solution but closed. 

[KieranLWalsh]

Good afternoon,

I am still communicating with your higher tier. They sent me a list of questions / checks on my Modem setup. I am using the Modem provided by the largest WiFi provider in the country. Its a bit dissappointing that suggestion is Google devices don't work with a standard setup provided byu the largest WiFi provider in the country. They were:

Recommended router settings

• Channel interference (channel congestion from too many devices, optimal channels for 2.4GHz is 1,6, or 11)
• UPnP should be enabled.
• AP Isolation disabled.
• Make sure a VPN or Proxy Server is not configured on the network.
• Confirm distance between router, setup device and Google Home are optimal.
• MAC Filtering should not be enabled on the router.
• Preferred DNS settings
• 8.8.8.8
• 8.8.4.4
• IPv6 should be disabled.

I logged into my Modem as ADMIN and checked the setting. As I could not find some of the settings requested in the options provided so I have gone back to request what to do next. 

Again will try and keep you and other people with the same problem in touch with how Google are supporting their devices.

Best,

Kieran

[Dan_A]

Hi KieranLWalsh,

As our team has sent further troubleshooting instructions to your email. Please continue through that channel. Also, please be advised that this thread will be locked after 24 hours.

Cheers,

Dan

[KieranLWalsh]

Hi Dan,

I am engaging with the other channel. I will continue to try and find a solution to the problem and will continue to work with the other channel to find a solution. I am keen to find a solution as frustratingly the products I bought from you are useless at the moment. 

This is a problem, which other people have had the same problem within multiple threads have been closed down.

When you have a solution which can be shared in a public forum maybe that would be the best time to close the thread down? 

This is not the first time google have given me 24hrs before they will close the thread down. Why the rush? Would you not be happier that a solution is found and shared with people on a public forum who have bought your products?

Best,

Kieran

[Dan_A]

Hey there,

We hear you. We'll keep the thread open and wait for your reply with a resolution from the higher tier.

Kind regards,

Dan

[KieranLWalsh]

Hi Dan,

Hope you are well. Update as promised. Last communication around changing the Modem settings was I had to contact the WiFi provider as some of the settings cannot be changed by the user. The communication with EIR (the WiFi provider, again largest in Ireland), their reply and where I am now is:

"Dear Jay,

I contacted EIR, the WiFi provider, and got the following:

•              Channel interference (channel congestion from too many devices, optimal channels for 2.4GHz is 1,6, or 11)                Not an issue
•              UPnP should be enabled.                                                              No setting                                                          
•              AP Isolation disabled.                                                                     No setting
•              MAC Filtering should not be enabled on the router.          Enabled
•              Preferred DNS settings                                                                  Changed to “Google’s” as described by the technician

o                             8.8.8.8

o                             8.8.4.4

•              IPv6 should be disabled.                                Is disabled.

The technician explained that the DNS setting you requested are “Google’s”. When I applied the changes a test device started working again. However devices by other suppliers have started to act up.

I would like to use the Google device over a week to see if it continues to work even with your specific requirements. I also want to monitor other devices that have started to have difficulty connecting to the WiFi.

I don’t really see changing standard settings on a Modem specific for Google devices, effectively disabling other manufacturers devices that work with standard settings as a solution. Do you?"

I will wait to hear back from your support. 

Best,

Kieran

[Dan_A]

Hi KieranLWalsh,

I've checked your case and they have sent you another email. Kindly reply to it to further the troubleshooting. Also, it would seem like there were updates that happened on the ISP/modem/router side which may have affected the devices connected to it. You managed to see the difference but, we can still monitor for a few more days. Keeping the thread open and will be waiting for your update.

Cheers,

Dan

[KieranLWalsh]

Hi Dan,

I changed the settings as ADMIN on my broadband. I also had to call my broadband supplier and get them to change settings that a user wouldn't have access to.  

The Google devices are now working but it affected some of my other devices which is not ideal. I have to decide between which set of devices I need more which is not ideal.

Thanks for keeping the thread open until some type of solution was found. Hopefully it can be of use to other people with the same problem.

Best,

Kieran

[Dan_A]

Hi KieranLWalsh,

Hats off to you! Thank you so much for your patience and understanding. As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,

Dan