Family bell responds "I don't know, but I found these results on search"

[rownie23]

I have the bedtime family bell set to run on my Nest hub. When my daughters tap the item on the display to check off one of their tasks, the Assistant responds "I don't know, but I found these results on search" before opening a Google search website, with no search query. This is quite frustrating.

I have the bell set to chime on this device, plus two Nest mini speakers. Both speakers announce "Quitting, starting on another device", before the bell even fully starts. I am presuming that the other device is the display.

Any pointers or advice would be much appreciated!

[jeszy]

I've been having the same issue for a (long) while now as well....

[rownie23]

Which issue? The "I don't know"/web search or "quitting, starting on another device"?

[jeszy]

This part: "... tap the item on the display to check off one of their tasks, the Assistant responds "I don't know, but I found these results on search" before opening a Google search website, ..."

[Juni]

Hi folks,

Thanks for reaching out. A few questions: when did it begin? Were there any recent changes made? Also, what steps did you take? Let’s try to refresh your devices and observe if it makes a difference. First, reboot your Wi-Fi router, and once the network is back up, do the same thing to your Google Nest Hub Max. 

Regards,

Juni

[jeszy]

Hi Juni,

I think it happened a few weeks after having it setup. Family Bell is just rigged of issues - the mentioned, and Google Nest simply also stopped responding to when we tap on any of the steps when it's done. We've already rebooted and done the steps suggested before and it did not work =/

[rownie23]

Hello, it started as soon as I enabled the bell, so around a couple of weeks ago when school started again. I've rebooted the device but it didn't help.

[Juni]

Hey folks,

Thanks for trying that, and sorry that you are still experiencing it. Do the factory reset; this erases all your personalized settings and restores the factory default settings. It won’t automatically reconnect to WI-Fi, and you’ll need to set it up again. Check out the article below to know more about it.

Factory reset Google Nest or Home speakers or displays 

Best,

Juni

[rownie23]

Factory reset doesn't help I'm afraid, still the same result.

[rownie23]

Last night the kids ran through the routine and the web search actually populated. Here's what it is looking for:

[Itsjustmeagain]

We're been having the same issue when my daughter touches a step. It started about 3 weeks ago, we hadn't changed anything (we've been using the same bell to get ready for school for over a year). 

Tried all the usual troubleshooting steps, device reboot, factory reset, deleted bell and setup from scratch, nothing has helped.

[Itsjustmeagain]

A little update, this morning I asked my daughter not to touch the steps but to tell google she was done instead, and it worked, for the us the issue is touch related only.

[rownie23]

Same for us. We occasionslly get the "quitting, starting on another device" announcement randomly and don't know which device that might be. I'm kind of pleased to hear that it has been working reliably for you for so long and is a recent issue, becuase that means that it could be easy to fix. The only problem I can see is how to report the problem to Google to fix it.

[Juni]

Hi everyone,

Thanks for the details you’ve shared. Could you send us a short video clip showing it? Also, please provide the firmware version of your devices. Check out the steps below on how to get it. 

1. Make sure your mobile device or tablet is linked to the same account as your speaker or display.
2. Open the Google Home app .
3. Tap your device's tile.
4. At the top right, tap Settings Device information.
5. Under "Technical information," find Cast firmware: X.XXX.XXXXX.

Regards,

Juni

[rownie23]

Technical information

System firmware version: 12.20230611.1.67 Cast firmware: 1.70.377722

Video of the fault. 

[Itsjustmeagain]

Video of issue 

Technical information

System firmware version: 12.20230611.1.67

Cast firmware: 1.70.377722

[modoggs11]

I am having this issue as well. The one I use is the "It's almost bedtime!" Family Bell. When my son presses the button that a task is completed, the home hub says, "I don't know but i found these results on search." I tried rebooting my router and the device. I also tried the bell on another hub and it did the same thing. It's been like this for several weeks now. 

[OlivErr]

I have the exact same issue as the others reported. Very frustrating.

[Juni]

Hey folks,

Thanks for the additional info you've shared. We'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Thanks,

Juni

[modoggs11]

I filled the form out and put a link to this post. Thanks. 

[rownie23]

Form filled out

[Itsjustmeagain]

Done 😊

[OlivErr]

Submitted the form

[rownie23]

@Juni I have some more information.

Last night, we were out of the house. When we got back in, around half an hour after the family bell sounds, I noticed that the heating was on. We have a Nest Learning Thermostat, so I checked in the Home app for recent activity.

The "Home" routine had started at 19:05 because the Nest display had been activated by voice. I have that set up as part of what starts the home routine.

What had happened was the family bell sounded, then started the home routine based on what the display was announcing. There was definitely nobody in the house at that time.

[Juni]

Hi rownie23,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you via email anytime soon. 

Regards,

Juni

[Kalmas]

I’m also having the same issue

[Midnightbarber]

Having the same issue and it occurs with either the voice command ("I'm done") or pushing the button on the screen. 

[Juni · Accepted solution]

Hi everyone,

Thanks for reporting. We're currently investigating this. Stay tuned to this thread for updates.

Regards, 

Juni

[OlivErr]

Hey Juni! What's the timeline for the fix? Cheers!

[rownie23]

Hi @Juni are there any updates?

[Midnightbarber]

Would like to know this too as my kids keep trying to use it. We were really optimistic about the feature helping with bedtime and morning routines. I'm kind of surprised that this feature that is promoted would have such a serious glitch. Is it a problem on all of the devices or would getting a new unit resolve the issue?

[Muximus]

Please fix

[Sarah-Pascoe90]

Is there any update with this? 

[theamberjoy]

This is getting so frustrating. It's been months, and they're not going to fix it. Family Bells will no longer be available after the end of February

[rownie23]

Thanks for posting. I hadn't seen that.

It's hugely disappointing but hardly surprising given the announcement last month they are getting rid of loads of other features. I read that but didn't see the Family Bell mentioned there.

[Midnightbarber]

It's difficult to accept that a 1.8 trillion-dollar company can't figure out how to fix a glitch in a heavily-marketed feature, says it is investigating and will send updates (encouraging users to send details and reports), and then removes the feature without providing an update so you have to find out it's being removed within less than a month from other users. I'm not blaming the staff because I know there are mass layoffs going on and the employees are the ones taking the heat for these types of decisions. 

[rownie23]

I rechecked the blog post from Google and sure enough, it is in there (9th point down):

Changes we’re making to Google Assistant - Google Assistant Help

But you are right. From what we were told in November that it was being investigated and yes, we'd be updated to having no update and then just the one blog post casually dismissing the feature is exceptionally annoying.

[D1616]

I bought this product for this feature, highly disappointing and frustrating. Especially after reading their responses on here spending over months. Terrible product.