Google Audio Voice Match for Multiple Users

[LadyDi79]

We recently got a new Google Audio for our Kitchen.  We added it to our Google Home, which is shared between my mom and I.  Every time we ask it to add something to a list, it tells us it can't do that until it verifies our voice.  First it happened to my mom and we retrained her voice match ( on her account using her phone).  Then it started happening to me.  So I retrained my voice match (on my account using my phone).  As soon as I did that it told my mom that it no longer knew her voice.  We tried turning voice match off for that device on both of our accounts and then back on.  We still have the same issue.  It will only recognize one of us.  We did have a Google Nest Mini and that worked fine for both of us.  Why won't the Audio work for both of us?  How can we get the Google Audio to recognize both of our voices consistently?

[moralesvicente]

Hello LadyDi79, 

Thank you for taking an interest in our community. I’m sorry to know that the Voice Match is not working as you expected in your Google Audio. So no worries; it’s a pleasure to assist you. 

I appreciate that you have taken action by performing the troubleshooting steps above. So let’s explore this option, try to execute a factory reset, and set up again the Voice Match. For your reference, visit this help article: Factory reset Google Nest or Home speakers or displays. 

To learn more about voice recognition, check out this article: Turn on voice recognition with Voice Match.

Let me know how it goes. 

Best regards,

Daniel

[LadyDi79]

Thank you so much for your help.  I did the factory reset and retrained my voice match.  Now my mom and I can both use the Google Audio.

[moralesvicente]

Hey LadyDi79, 

Thank you for keeping me updated. I'm glad to hear that your Google Nest Audio is working correctly again with the feature Voice Match.

Please don't hesitate to post in this forum if you have any questions or concerns.

Best regards, 

Daniel

[LadyDi79]

Hello,

It just happened again.  My Google Nest Audio stopped recognizing my Mom's voice.  We retained her voice match and now mine does not work again.

[moralesvicente]

Hi  LadyDi79, 

I appreciate your continuous communication. I’m sorry to hear that the situation hasn’t yet been fixed. To ensure the functionality, could you provide me with the firmware version of this device?

To check which firmware version you're on, follow these steps:

• Open the Google Home app.

• Tap and hold your device's tile.

• Tap Settings > Device information.

• 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'.

I'll look forward to your response.

Regards,

Daniel

[LadyDi79]

Hello Daniel,

My Cast firmware is 3.74.444798

My System firmware version is 444798

Thank you

[moralesvicente]

Hello LadyDi79, 

I'm grateful for the useful information shared with me. To continue with the assistance, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Regards,

Daniel 

[LadyDi79]

Hello Daniel, I just submitted the form as requested.