First gen Google Home does not hear me

[maribold]

Hi everyone,

My first gen Google Home does not hear me. It’s plugged in and is powered on. It does not respond to “Hey Google” or “OK Google”. I hold the top part until the four dots come on to show that it is “listening”, but it doesn’t respond. 

Any ideas how to fix this? 

[petergroft]

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.

Hope You Find This Useful,
Peter

[maribold]

Thank you for your response, Peter. The mic is not muted. 

[Juni]

Hi there,

It's me again. I want to make sure you're all good — how did the steps go?
 

Regards,

Juni

[maribold]

Hi Juni,

Sorry for the late reply. I was out of town. 

When it’s plugged in, it starts up as normal. The lights turn on. I’ve pressed the mute button and am sure it is not muted. 

The issue began about 2 weeks ago.I’ve reset it a couple times already. I’ve also done a factory reset. Neither have fixed the issue. 

I’ve had this since it was first released, so this be happening just because it is an older model?

[Juni]

Hi there,

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,

Regards,

[maribold]

Thanks Juni! I have completed the form. 

[Juni]

Hi there,

We did not see your form. Please use the same email that you used in this thread so we can see it. Let me know once it's done.

Cheers,

Juni

[Muddi]

Hey maribold,

We got the form you've submitted, and we'll send you an email about your concern. I'll close the thread after 24 hours, and let's continue through that channel.

Cheers,

Muddi

[Juni]

Hi folks,

Thanks for the help, @petergroft.

@maribold, Thanks for reaching out. I know how it feels when something isn’t working as it should, and we appreciate the troubleshooting that you did. A few things: when you plug it in to a power outlet, does it light up indicating that it's getting power? Do you see an orange light at the back near the mute button? When did your issue begin? Were there any recent changes made before the issue started?

You can do a reboot to refresh your Google Home. If that did not fix it, you can do a factory data reset to put it to its default settings and set it up again as a new device. Check out the steps below on how to reset your Google Home.

Here’s how to reset your Google Home, press and hold the microphone mute button at the back of your Google Home for about 15 seconds. You'll hear your Google Assistant confirm that it's resetting your Google Home.

Check out this article for more information. 

I hope this helps.

Thanks,

Juni