Can't Change Channels -Voice YouTube TV Google Nest Mini 2 Google Assistant Sorry I Don't Understand

[jzlako2001]

Hello, I'm disabled and using a Google Nest Hub 2nd generation and a 2022 Sony Bravia KD-50X85J Smart TV and trying to change channels by voice. It's the only way I can change channels due to my disability. The Nest Hub has worked flawlessly for months by giving it voice commands for changing to various channels by voice command and changing volume levels etc. The voice command problem has occurred for the last couple of weeks. I was hoping Google would have sort it out by now.

Recently, I started receiving the dreaded Google Assistant "Sorry I Don't Understand" response to any voice commands. Weirdly I can turn the TV off/on by voice and it works perfectly. Like I said, the device worked perfectly for months. Now I just get the repeated Google Assistant "Sorry I Don't Understand" response over and over again. The Google Nest Hub does respond to my voice and indicates its trying to carry out the voice command. It then promptly tells me by repeating back to me exactly what I said including the correct voice command back to me and then I get "Sorry I Don't Understand"? I've also tried retraining my voice profile with no luck.

I also have two recently purchased Google HD TV adapters for older TVs which still work by voice on my Samsung Galaxy S9 and my old Sony TV. I'd really like to continue changing channels by voice!

I've tried rebooting my KD-50X85J TV and it's up to date with Sony latest updates. I also rebooted my Samsung Galaxy S9 and unplugged for 5 minutes my Google Nest Hub Mini and plugged it back in. I also tried using my KD-50X85J voice TV remote with the same predictable "sorry I don't understand" results.

It seems like a Google problem if you ask me.

Can't Change Channels by Voice with YouTube TV etc.

Thanks, Joseph

[Dan_A]

Hello jzlako2001,

That certainly isn’t the experience we want you to have and we thank you for doing the troubleshooting steps before posting.

It would seem like reverting your Nest device back to its default and original settings would turn the tide. Follow the steps below on how to factory reset your Nest Hub (2nd Gen).

• On the back of the Nest Hub (2nd Gen), press and hold both volume buttons together for about 10 seconds.
• Your Nest Hub will let you know that it's resetting.
• Redo the setup.

Also, you can see if there’s a difference when reinstalling the Google Home app and making sure all devices are in the same Wi-Fi network.

Keep us posted.

Kind regards,

Dan

[jzlako2001]

Thank you Dan for your reply. I followed your steps and factory reset my nest device manually with the 2 buttons as you instructed. I completed the Nest setup process once again as new. It seems I still have the same problem. but now I do not see my Sony KD-50X85J TV in the Google Home app.  Due to my disability, I need help uninstalling the Google Home but I plan to do so. As it stands today, I still have the same problems. I can change volume by voice command, turn my Sony TV on by voice command but I still cannot change channels by voice. I will try uninstalling and reinstalling the app. For me it's a lot of work, I have numerous devices and I need to find someone to do it for me while I instruct. The weird thing is some Sony TV voice commands work just fine while others do not..

But I will keep you informed, thank you Jz

[Dan_A]

Hi jzlako2001,

We appreciate the effort and patience. To isolate further, does your TV have a built-in Chromecast or a Chromecast that you plug into an HDMI port at the back? Also, does it have a built-in Google Assistant?

Looking forward to your response.

Regards,

Dan

[jzlako2001]

It is a 2021 Sony KD-50X85J with Google TV built in. It also has Google Home Assistant built into the TV and works with the Sony TV remote.  Oddly enough I also have 2 newish Google HD TV  HDMI plugged into an older Sony TV and a Vizio and it works just fine from my Samsung Galaxy S9. Like I mentioned earlier I had no problem with my Sony 2021 Google TV with Google Assistant and it worked flawlessly for months. 

Jhanks, Jz

[jzlako2001]

Hi, Google Assistant still not changing TV channels via Google Nest Hub Mini 2.0 voice command on the Google Assistant and my 2022 Sony KD-50X85J. Things that I have tried to fix the problem. I uninstalled the Google Assistant app and cleared the cashe and shut off my phone via power button and restarted my phone. I reinstalled The Google Assistant app and all of my devices that were previously in my Google Assistant App. The devices installed themselves automatically installed themselves correctly on signing in to the app. The Sony KD-50X85J TV shows up, and all of my other smart devices from Google show up such as both of my Google HD TV dongles and all other devices work correctly by issuing voice commands. I CAN change channels by voice command on the Google HD Chromecast devices in the Google Assistant app with my Samsung Galaxy S9 and my Google Nest Second-Generation Mini hub.

They all work fine by voice command except for the Sony KD-50X85J Smart TV and Google Nest Second-Generation Hub. i.e. I can power on/off the Sony TV and control TV volume and issue some other limited voice commands, it just will not change the channels by voice command (Assistant says "sorry I don't understand repeatedly") or it tells me via the Nest hub mini voice response "Changing channel to Weather Channel" and it appears to try to complete the command and then I received I am unable to do that or something similar voice response. The Nest hub worked flawlessly for months before the channel changing by voice command problem occurred out of the blue. I am running all software updates and hardware devices updates. I also reset twice by holding the buttons down on the Google Nest Hub Mini and waiting for and completing the new user setup.

I've also logged into my Google account online and investigated the connections for the apps and device hardware online. Everything listed in the app and online appear to be correctly set up. It appears that the Google Nest Hub 2.0 and the Sony KD-50X85J smart TV and all Chromecast devices are listed under the app as working and signed in with full access. My Sony online account is also listed and functioning correctly. Frustrating!

Again, if I use my Sony KD-50X85J TV remote, an issue voice commands they work just fine as well. The only device that will not work by voice command via in the Google Assistant app is the Sony TV! I tried resetting all of the Sony TV voice command hardware and apps and cleared all caches and uninstalled and reinstalled them via the Google Play store. The Hub appears to be running the new fuchsia software…

Thanks, Jz

[Dan_A]

Hey there,

Apologies for the delay and the inconvenience you’re having. Could you please send us the firmware versions of your Nest devices? Follow the steps below:

1. Open the Google Home app Google Home app.
2. Touch and hold your device's tile.
3. Tap Settings  and then Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Check the version on your Nest display:

1. Swipe up from the bottom of the display screen.
2. Tap Settings  and then About device. You should find your "Cast firmware version."
   1. For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs Fuchsia.

Looking forward to your response.

Regards,

Dan

[jzlako2001]

Hi Dan, thank you for getting back to me. I have just recently been working on my Google Nest Hub 2nd GEN device and Google Assistant voice commands for my Sony KD-50X85J TV and other voice command devices. I recently reread the directions and tips on the Google Nest forum. I'm happy to say I think I've come up a solution as to why my voice commands were not working properly with most of my devices. Maybe these tips will help someone else.

The Google Nest set up instructions say to make sure all of your devices are on the same Wi-Fi network. What I found, is not only do my devices need to be set up on the same Wi-Fi network, but also on the same Wi-Fi frequency. I have an older dual-band Verizon router 2.4 GHz & 5 GHz router. I previously let all my Google Assistant devices try to set themselves up automatically. This worked for me for quite a while by properly setting up my devices. However, I discovered with my Google Nest Hub 2nd GEN, not only do all of my devices have to be set up on the same Wi-Fi network, all of my Google Assistant voice-controlled devices have to be set up on the same Wi-Fi wireless frequency.

Once I set up my Google Nest voice command devices on the same Wi-Fi frequency, all of my device started to function by voice command properly. For example, I set up my Samsung Galaxy S9 to the 2.4 GHz wireless band and my Google Nest Hub 2nd GEN on the 2.4 GHz wireless band and the rest of my devices to 2.4 wireless frequency in my android apps. Once all of my Assistant hardware devices and apps were on the same 2.4 GHz frequency, all of my Assistant devices started to work really well by voice command. Interestingly, I still have some newer devices that set themselves up automatically in the 5 GHz Wi-Fi frequency and they still work successfully with my Google Nest and Google Assistant. I have two Google HD TV 2nd generation adapters plugged into older HD's TVs and they work by voice command just fine. I just left them at the default 5 GHz wireless frequency.

In the end of the day, simply setting up my Google Assistant devices to the same Wi-Fi wireless frequency, all of my voice controlled devices started to smooth out and execute much crisper and faster by voice command. I'm pretty certain that I could have set up my Google Assistant devices to the 5 GHz Wi-Fi wireless frequency and have been just as successful. As long as all of the devices are using the same SSID and Wi-Fi network etc.

Thank you for trying, jzlako2001

[Muddi]

Hello jzlako2001,

Thanks for updating the Community forum of your resolution — it's a big help! Let us know if you have additional questions or concerns about your device, and the Community will be happy to lend a hand.

Cheers,

Muddi

[jzlako2001]

you can close this ticket, I managed to figure it out if you read my last message

[Muddi]

Hi jzlako2001,

Understood! If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community. 

Cheers,

Muddi