Add voice match for Family Link managed children accounts results in "no wifi connection"

[stevehoot]

Same issues as reported here: Re: Google Hub 2 : Trying to add a device with voi... - Page 2 - Google Nest Community

For me, the adult in the family, I can perform voice matching via Google Home app or Assistant app without issue on all four of my devices in the house (2 x Nest Mini's - which are for the kids, a Nest Hub and a Nest Hub Max).

When following the steps that Google state to do this for childrens accounts as managed by Family Link, two issues arise.

1. If I go into my Family Link app on my phone, select either child, content restrictions, Google Assistant, Add %childname% to new device literally nothing happens when you tap it. Brief Android UI flash to indicate you've touched the button. Nothing else.

2. The other method of doing it from either child's phone (one Huawei, one Samsung) and either doing it via Google Home or via the Assistant app settings results in being told pretty quickly "no wifi connection". This is untrue, literally streaming music in real time when trying this whilst connected to the same SSID as the Nest Mini. 

Have tried rebooting handsets, rebooting Nest devices, removing updates from the Google app and reinstalling, allowing more permissions to one of the children/phone (e.g. Chrome, Google etc.). There's no orphaned Google assistant apps on the rest of the network anywhere / in Google Home. Nothing seems to work.

Seems to be written about a lot in forums including on here, Reddit and elsewhere. 

Note that the children can do a voice match on their own phones via the Assistant, just not add to another devices (which appear as options for them.)

[Dan_A]

Hi stevehoot,

That certainly hasn't been easy for you ― let's check it out. I know that you might have done this already but could you try it again for us to further isolate?

1. On your phone, go to Settings > Apps > select the Google app.
2. Click the 3 dots in the top right corner > Uninstall updates.
3. Once you do that, reinstall the updates for the Google app through the Play Store. 
4. Go back to voice match settings and it should work.

Keep us posted.

Best,

Dan

[stevehoot]

Hi Dan,

Thanks for the reply. I have already tried this for the Google app on my (parent) in handset with no luck / difference. Also tried it on one of the kids handsets too just in case but still no difference.

Just for good measure I've tried it again just now and tried before the updates reinstalled and sadly no difference. 

Then reinstalled the updates for the Google app via the Play Store and again, no difference to either issue. Family Link still does nothing when tapping the button, and the Assistant voice match settings shows the "No Wi-Fi" error when trying to add voice matching to a device.

Just to clarify, if you or someone from Google could read the post I linked too, you'll see MANY other people have this issue and have tried everything I've listed with no success.

Thanks,

Steve

[scaryfruit]

I'm also having this issue. Has there been any update on a resolution? Or is it looking like a bug? 

[stevehoot]

Hi Scaryfruit.

Sadly I've heard nothing back of any use from either the forum posts or even directly from Google Nest Support. I raised a case on 23rd Jan this year and the few responses I've had have just been 1st support reading a script. Clearly haven't bothered reading this or the other many related forum posts I liked too when I raised the ticket.

I'm very disappointed and frustrated with Google so far - both for the issue but also with the terrible response to my support enquiry.

Given so many people seem to be having this issue I will ensure I update it with anything use I get (if I do get one!) from Google, or if discover a practical workaround.

If you find a solution before me, please, please do post here too if you could?

Feel free to reference this post if you'd like and also quote my own ticket number [3-4979000033171] if you raise a ticket with Google support (.googlehome- support @google .com - please remove the spaces)

Thanks, 

Steve

[Dan_A]

Hi folks,

Apologies for the delayed response. Were you able to do the voice match without having to have the error "no Wi-Fi connection"? If the issue persists, it would help a lot if you could do a sequential reboot first: 

1. Unplug the power cord of your router followed by your Nest speakers.
2. Plug them back in after 3 minutes.
3. Restarting your phone might also help.

Tell me how it goes.

Thanks,

Dan

[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]

Hey there stevehoot,

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.

Cheers,

Dan

[scaryfruit]

Hi,

I've tried the above suggestion. That didn't help unfortunately.

If you have thoughts of any other steps please let me know and I'll give it a go. Considering how widely this is being reported, it does appear to be a bug. Are you in a position to replicate this, and do you get the same result?

Thank you. 

[Muddi]

Hi scaryfruit,

Chiming in, since all troubleshooting steps have been exhausted, please fill out this form with all the needed information. I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out. 

Cheers,

Muddi

[Princesss]

Hi scaryfruit,

Chiming in-- have you had the chance to fill out the form? Let us know once you're done so we can check it.

Best,

Princess

[Princesss]

Hi scaryfruit,

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

[scaryfruit]

Hi,

Sorry, not had chance to complete that form yet. I'll aim to do so during the week. 

Please don't lock this thread. It's clear from all the other posts that there is an issue here which lots of us would like resolved. 

Thank you. 

[scaryfruit]

Hi,

I submitted the form a couple of weeks ago but haven't heard anything since. I see in other posts that others continue to report this issue which Google seems to mostly be ignoring. 

What are the next steps for getting this resolved?

[scaryfruit]

Hi,

You seemed very keen to lock this thread a few weeks ago, but everything's gone very quiet again since I submitted the requested information. An update would be appreciated. 

You may also want to see the large amount of negative feedback this issue has gained on another thread about this very same issue which, again, Google disappointingly are choosing to ignore:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Hub-2-Trying-to-add-a-device-wit...

[scaryfruit]

Hi,

I have now submitted the Form as requested. 

I am hoping with the information provided you are able to recreate the issue that I, and most others in this thread, are experiencing and can suggest a fix. 

Thank you. 

[WakingDream]

I'm having exactly the same issue as others in the thread, the "add child to device" button under Assistant settings in Family Link flashes, but does nothing. I've also tried all the suggested fixes with no change.

My child uses a Chromecast with Google TV and when they press the assistant button on the remote, a microphone symbol in a green circle appears in the top right of the screen, but nothing happens. If I switch to my account, if works fine.

I hope there's a solution because voice sesrch is a great feature for younger children

[scaryfruit]

Let's hope so. There are plenty of people complaining about this bug going back well over a year. It might help if you log an official support request by going to the bottom of the page on their setup guide. Hopefully the more people who log a ticket, the higher priority it will get. I've tried all three Options in their guide and none of them work. 

https://support.google.com/families/answer/9071584?hl=en#zippy=%2Coption-use-the-google-home-app-on-...

[Michi1]

Having the same issue here. Tried all the above steps including changing the language of the devices - nothing works. Strangely i could add the voice match of one child without problem to Nest Hub 2, but for the other child it won't work saying "No wifi connection". Really frustrating.

[Michi1]

I filled out the form and mentioned this thread here. Hopefully Google will do something for us.

[astero2000]

i have the same problem too. The only difference is that when i firstly bought it, my child was connected for a few hours. Then without a reason it disappeared. Since then I have tried everything but the problem can't be solved.

[DrewziIla]

Just wanted to chime in here to say im having the same issue. I've logged a support ticket to only say its being moved from the family app support team to the google home support team. Been looking for a solution to this for a while now so if anyone has found a solution please advise

[knorrre]

Same here.

[scaryfruit]

Sadly Google are completely ignoring this issue and living in blissful ignorance. I am hoping at some point someone from Google support will see this and take some ownership of it. Typically when someone from their support does reply it's either to ask if we're turned things off and on, or trying to close the thread. And if anyone does reply with detailed information, Google go very quiet again. I really expect so much more from them. 

As far as I can see, there is no way to escalate and no way to get anyone to take accountability. If anyone who reads this is able to offer any advice on how to engage with Google in any meaningful way that would be really helpful. 

[Bruno5]

I have same issue. I even tried in your phone google pixel 4a in case it was an issue with samsung phone A13 and it's the same. Uninstalled google updates installed again, same issue on both phones.

Not sure what to say. It's just sad that it's not working, and this is not a free device, I paid for google nest mini. I expect support and things working. 

[astero2000]

I changed the language on all our devices to English (UK) and the problem is solved!

[DrewziIla]

Forgot about this thread...i actually tried it again a few weeks ago and it has worked.. ill be honest and say i dont remember if i did anything different but i assume it was a Google side issue? But i've finally been able to get my daughter who has a family link managed account to have her voice recognised by my devices and use her own spotify account. Got to say google support on this has been very poor. I still have a ticket which is bouncing between two support teams!