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

[MMF18]

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?

[IgnaTur98]

Hi!

First, make sure:

1. Your Google Nest or Home speaker or display is powered on and plugged into a wall outlet.
2. 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. 
3. The LED dots on top of your speaker or display will spin or blink when you say “Ok Google” or "Hey Google."
4. 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

[inbarperry]

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.

[Striate]

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

[inbarperry]

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

[ahjay17]

Does country matters for nest wifi point google assistant function to work?  I ve been trying to get it to work since bought it a few weeks ago, even cast audio unable to do?

[ahjay17]

btw i have a nest hub max works great, just not the nest point wifi which both devices not sold in my country, Taiwan.

[MMF18]

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

[inbarperry]

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.

[MMF18]

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.

[Jeff]

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.

[Jeff]

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.

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

Thanks. 

[Jeff]

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.

[Jeff]

Hi, inbarperry.

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

[wallrobertc]

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

[Jeff]

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.

[Jeff]

Thanks for the follow up, Striate.

I'm glad things are working for you. Hopefully we can get everyone in the thread to the same point.

[wallrobertc]

I tried changing the location to out of the US and back in but no dice.  For what it's worth, the points also can't be cast to.

[Jeff]

Good news, yolo. Thanks for letting us know it worked itself out.

[Jeff]

Hi, all.

It's been a little while since I checked in. I know some are saying that things worked out for them and some are still having issues. If anyone is still experiencing this, can they let me know. I think we're going to have to start looking closer at specific situations to narrow down an exact fix here.

Thanks.

[Jeff]

Good news, Derrickrjohnson.

This might be something everyone in the thread should try. It's a pretty easy process and it might clear up some issues for others as well. If you haven't tried that, give it a go and see if things work after.

Thanks.

[Jeff]

Hey, wallrobertc.

Thanks for letting me know everything you have tried there. So the priority device affecting speeds (for better or worse) is a known bug that we're aware of internally. Since you are seeing that, can you also check to see if you any priority activities set up in the Home app? If you do, try disabling that and see if it affects things. Let me know if that has any impact.

Thanks.

[wallrobertc]

There are no priorities set.  Thanks.  

[wallrobertc]

In the meantime, what can I do?  I'm super disappointed in this system, especially for what I paid ($350).  Besides just not working, it's impacting my work - I'm a video editor and upload large files all the time - having my router throttle my upload to 5mb/s is terrible.  I'm really wishing I went with a different, cheaper mesh that works.  I used to be an IT consultant so I'm fairly familiar with network setups and correctly configuring everything, so I don't think its some sort of user error here.  Also, it worked as advertised the first month.  I bought it in August. 

[Jeff]

Hey, RichF.

Just to be clear, when you say "Ok, Google," the point is lighting up properly but just not responding, or are you saying that the lights are working in other contexts?

[RichF]

I did the recommendation of changing my location to a different country and then back and that fixed the issue. Strange. Thanks for responding

[Jeff]

Thanks for the update, RichF. It's an odd "fix," but we've seen it work for others as well. 

If anyone else is still seeing the same issue and haven't tried the location change routine, I would give that a go and see if it works for you as well.

Thanks.

[Jeff]

Hey, everyone.

Things have slowed down here quite a bit, so I wanted to check in to see if anyone was still having this issue. If so, please let me know so we can keep looking at things, otherwise, we'll be locking the thread. If you still need help, let me know!

Thanks.

[Jeff]

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks

[Jeff]

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.

[inbarperry]

Hi Jeff,

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

Thanks

[wallrobertc]

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.

[yolo]

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. 

[Derrickrjohnson]

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

[inbarperry]

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.

[Striate]

Hi I tried this fix. I changed the address to Australia, it worked and then i changed it back to Thailand. All working. Thanks 

[yolo]

Just an update. My wifi point fixes on its own. It somehow started working again. 

[Derrickrjohnson]

Update…. I changed my country and then changed it back, now its working!!!

[wallrobertc]

I'm still having the issue and tried the changing the country trick - no luck.

In my case the following happens:

- Both points still mesh the wifi - I can see while resetting the points when they go down by the signal drop

- Neither point responds to "hey google"

- Neither point can be cast to: when starting an audio cast inside the home app, it just immediately says the cast has ended; while trying from another app (like youtube) the points don't show up as devices

- I have factory reset all the devices, including the router, using both the app, and in the case of the points, both the app and the hardware button.  Nothing changes - the points still work, but they don't respond to any voice or cast

- the router has begun to throttle uploads to 5mb for whatever reason - it goes back to full speed when putting a device on preferred, but that ends after the preferred period.  I don't understand this behavior. 

[PatorsHouse]

I have been having intermittent problems with my google nest.  Just now it was working fine.  Last night I wanted to set my wake up alarm, it took several minutes and then said there was a problem. It support for being a wifi extender in our house has been similarly flakey.  Perhaps the system is overloaded by people being in lockdown from the omicron variant and having many more active users to deal with.