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Google Assistant, "Sorry, I don't understand" on certain devices

jablonskeet
Community Member

my google assistant doesn't understand some of my devices. what hasn't worked

- reset nest devices to factory settings
- relinked the devices within google home
- asking in multiple american and english accents
 
@User123456folks - i posted this in google support so please do not tell me to go back there to post.
1 ACCEPTED SOLUTION

So ... I think I figured this one out. 

Problem: Google Assistant no longer recognized when I said "Hey Google ... turn off 'The Frame'". The issue appeared to occur randomly with no changes to my configs or settings. 

What is "The Frame"?: This is a Samsung TV with that name.

My solution: I have to unlink SmartThings from Google assistant on the TV, the SmartThings app, and the Google Home app. Next, I had to readd my TV to SmartThings. I then readded the Google Assistant to the actual TV settings (yep it has this within the TV as well). Lastly, I linked Google Assistant from the SmartThings app and "The Frame" finally appeared within Google Home app and the original command worked

View solution in original post

22 REPLIES 22

EdwardT
Community Specialist
Community Specialist

Hi jablonskeet,

 

Thanks for reaching out. I'm sorry to hear that you're having an issue with the Google Assistant of your Google Nest Wi-Fi. I'd love to know more about this and I have a few questions:

 

  • What commands aren't working?
  • Does it work before?
  • How many Google Nest Wi-Fi points do you have?

Looking forward to your response.

 

Thanks,

Edward

To level-set, these commands worked previously

 

  • What commands aren't working? "Hey Google - turn off <SmartThings device name>" A: "Sorry i don't understand" or A: I can only do turn up the volume on <some other device name>
  • Does it work before? Yes. It worked up until about a month or so ago
  • How many Google Nest Wi-Fi points do you have? 3

EdwardT
Community Specialist
Community Specialist

Hi jablonskeet,

 

Thanks for response. To isolate if the Google Assistant is not understanding the command, we could try creating a routine for the command and let's check if we'll get the same response. Here's how: https://bit.ly/3AgK8P7

 

Thanks,

Edward

Hi Edward - can you resend the full expanded link? from my analysis, what you sent came back as a phishing link.

 

EdwardT
Community Specialist
Community Specialist

Hi jablonskeet,

Thanks for the reply. The link above is just a shortcut but would take you to the page to set up and manage routines. Here;s the expanded link: link: https://support.google.com/googlenest/answer/7029585?hl=en&co=GENIE.Platform%3DAndroid

Thanks,

Edward

i don't see the command i used to use in the routines. what other course of action can we cover?

EdwardT
Community Specialist
Community Specialist

Hi jablonskeet,

 

Thanks for the response. I'd just like to clarify, were you able to create a custom routine with the command that is not working verbally?

 

Thanks,

Edward

Thank you for helping. No, I can't locate the command to control a smart things works with Google device.

EdwardT
Community Specialist
Community Specialist

Hi jablonskeet,

 

Thanks for clarifying. Please try the following steps:

 

  1. Open the Google Home app Google Home app.
  2. Tap Routines and then Add near the bottom of the screen.
  3. Under “How to start,” tap Add starter and then type in the command that isn't working.
  4. Under “This Routine will,” tap Add action and then choose a routine category and then choose an action and then tap Done.
  5. Tap Save.

Let us know how it goes.

 

Thanks,

Edward
 

I don't see the action I use. It is to turn off a device. That action isn't there

EdwardT
Community Specialist
Community Specialist

Hi jablonskeet,

 

Thanks for checking. Let's try this. To see if the Google Assistant understands the command, let's try checking your Google Assistant activity. Try giving the command that is not working then follow the steps below:

 

  1. Open the Google Home app .
  2. At the top right, tap your account.
  3. Tap My Activity .

Thanks,

Edward

it has been too long since i've had this issue and don't have the history where the command previously worked

EdwardT
Community Specialist
Community Specialist

Hi jablonskeet,

 

With the steps above, we're going to check if the Google Assistant understood the command correctly. We could try giving the command that doesn't work and check the history to see the transcript.

 

Thanks,

Edward

The device name is "the frame". The expected activity is that the television which is labeled "the frame" in my SmartThings would turn off. Google assistant used to say... "Sorry I don't understand" and now appears to think "the frame" means something completely different. 

 

Screenshot_20220412-135501.png

EdwardT
Community Specialist
Community Specialist

Hi jablonskeet,

 

Thanks for trying the steps. To isolate the issue, could you try renaming the device to check if it only has something to do with the name?

 

Let us know how it goes.

 

Thanks,

Edward

actually THANK YOU Edward for your help so far. i truly appreciate it.

will try renaming and circle back

Muddi
Community Specialist
Community Specialist

Hi jablonskeet,

 

I wanted to follow up and see if you are still in need of any help? Let us know by updating this thread and I would be happy to take a closer look and assist you further.

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey jablonskeet,

 

It's been some time since this thread was updated. Do you still need assistance on your device?

 

Cheers,

Muddi

Muddi
Community Specialist
Community Specialist

Hey jablonskeet,

 

Just bumping in to make sure that you saw our responses. I'll be locking this thread if we won't hear back from you again in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

 

Cheers,

Muddi

So ... I think I figured this one out. 

Problem: Google Assistant no longer recognized when I said "Hey Google ... turn off 'The Frame'". The issue appeared to occur randomly with no changes to my configs or settings. 

What is "The Frame"?: This is a Samsung TV with that name.

My solution: I have to unlink SmartThings from Google assistant on the TV, the SmartThings app, and the Google Home app. Next, I had to readd my TV to SmartThings. I then readded the Google Assistant to the actual TV settings (yep it has this within the TV as well). Lastly, I linked Google Assistant from the SmartThings app and "The Frame" finally appeared within Google Home app and the original command worked

Muddi
Community Specialist
Community Specialist

Hey jablonskeet,

 

Thanks for the update. We appreciate you for sharing those steps, that I'm sure will help other users.  It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 
 

Cheers,

Muddi

Princesss
Community Specialist
Community Specialist

Hi there,

 

I haven’t heard from you, so I’ll be locking the thread in 24 hours. Thanks for posting!

 

Best,

Princess